Milestones
Milestones provide end users with a countdown of how much time is left to meet the SLAs. Milestones represent required steps in your support process, such as case resolution time and first response time. You can create master milestones in your org and then add them to entitlement processes to enforce various service levels on support records, such as cases and work orders.
There are three milestones for a work order:
1. Service Response: when the work order investigation is started and status is In Progress
2. Service Completion: when the work order is complete and status is Completed
3. Service Closure: when the work order is closed and status is Closed
The following diagram displays the milestones.
