In this Salesforce tutorial, we will learn how to set up a milestone in Salesforce. Also, we will understand the steps of setting up a milestone in Salesforce Lightning and the steps of setting up a milestone in Salesforce Classic.
The milestone can be used to explain the key points of progress within a process and it is connected with particular criteria that decide when they are achieved. When the milestone is reached it activates the actions like updating record fields or sending notifications.
While working with an organization that uses Salesforce, I got a task where I needed to set up a milestone in Salesforce. To fulfill this requirement I use the milestone object that is present under the entitlement management under the Services.
So after looking at the multiple solutions, I found a solution that helped me to set up a milestone in Salesforce. If you want to learn how to set up a milestone in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
The following are the topics that we will cover in this salesforce tutorial:
- Milestone in Salesforce
- How to set up a milestone in Salesforce Lightning
- How to set up a milestone in Salesforce Classic
Milestone in Salesforce
In Salesforce milestone is defined as a process to predetermine the steps or events in the business processes that help to trace the progress of a particular record or case. This milestone process can be used mainly in sales, and services to calculate and monitor the stages of the particular workflow.
It can be used to explain the key points of progress within a process and it is connected with particular criteria that decide when they are achieved. When the milestone is reached it activates the actions like updating record fields or sending notifications.
The milestones presented the different stages of case resolution like escalation, investigation, and resolution. Every milestone can have related criteria and it also enables the manager and support agent to trace and control the case progress.
In this way, we have learned about setting up a milestone in Salesforce. Now, let’s move further and see how to set up a milestone in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic
How to set up a milestone in Salesforce Lightning
Here we are setting up a milestone in Salesforce Lightning. If you want to learn how to set up a milestone in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup option, the setup page is open. Enter milestones in the Quick Find Box and the milestone item comes at the top. Click on the milestone. And these milestones are present under the entitlements management.
Step-3: After clicking on the milestones, the milestones page is open. Milestones represent time-dependent steps in your support process, like case resolution times or support response times.
To apply milestones to a customer case, work order, or incident, start by adding the milestones to an entitlement process. Then, you can apply the process to customer entitlements and create cases, work orders, or incidents from them.
For setting up the new milestones, click on the new milestones button. The new milestone button is present at the center of the milestones page.
Step-4: After clicking on the new milestone button, the new milestone page is open. Here fill in the complete information, first fill in the name. Here we fill the name as Route to Expert after that fill in the description if you want else leave the description box empty.
After that select the recurrence type and here we are selecting the recurrence type as independent then click on the save button.
Step-5: After clicking on the save button, the milestone is created. Here we can see that the milestone detail is shown. We can also edit and delete this milestone detail.
In this way, we understand how to set up a milestone in Salesforce Lightning. Let’s Proceed further and learn how to set up a milestone in Salesforce Classic.
How to set up a milestone in Salesforce Classic
Here we are setting up a milestone in Salesforce Classic. If you want to learn how to set up a milestone in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup option, the setup page is open. Enter milestones in the Quick Find Box and the milestone item comes at the top. Click on the milestone. And these milestones are present under the entitlements management.
3: After clicking on the milestones, the milestones page is open. Milestones represent time-dependent steps in your support process, like case resolution times or support response times.
To apply milestones to a customer case, work order, or incident, start by adding the milestones to an entitlement process. Then, you can apply the process to customer entitlements and create cases, work orders, or incidents from them.
For setting up the new milestones, click on the new milestones button. The new milestone button is present at the center of the milestones page.
4: After clicking on the new milestone button, the new milestone page is open. Here fill in the complete information, first fill in the name. Here we fill the name as Resolution time after that fill in the description if you want else leave the description box empty.
After that select the recurrence type here we are selecting the recurrence type as no recurrence then click on the save button.
5: After clicking on the save button, the milestone is created. Here we can see that the milestone detail is shown. We can also edit and delete this milestone detail.
In this way, we understand how to set up a milestone in Salesforce Classic.
Conclusion:
Here we have learned about setting up a milestone in Salesforce. We have also discussed how to set up a milestone in Salesforce.
In this tutorial, we conclude that the milestones presented the different stages of case resolution like escalation, investigation, and resolution. Every milestone can have related criteria and it also enables the manager and support agent to trace and control the case progress.
Moreover, we have learned that Salesforce Lightning as well as Salesforce Classic gives a simple and easy way to determine how to set up a milestone in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Milestone in Salesforce
- How to set up a milestone in Salesforce Lightning
- How to set up a milestone in Salesforce Classic
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.