Entitlement Management: View Work Order Milestones in Lightning Experience

Agents can now see past, current, and upcoming milestones on work orders in Lightning Experience. View countdowns on remaining milestones and mark milestones complete in the redesigned milestone tracker.
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud

You can manage work order milestone fields, triggers, layouts, and more from the Object Manager in Setup. Just look for Object Milestones.

To let your agents see work order milestones, head over to the Lightning App Builder and drag the Milestones component anywhere onto your work order record page.

Lightning App Builder

When an entitlement process starts on a work order, a feed item is generated for each milestone in the process to indicate that a milestone was added to the work order.

Milestone Tracker
Just like in Salesforce Classic, the Lightning Experience milestone tracker on work orders includes:
  • View of active milestones with a color-coded countdown (1)
  • Mark Completed link for each milestone (2)
  • Link to display or hide additional milestones (3)
Note

Note

In the Object Milestones related list on work orders in Lightning Experience, only these fields are supported:

  • Completion Date
  • Created By
  • Created Date
  • Deleted
  • Elapsed Time (Mins)
  • Last Modified By
  • Last Modified Date
  • Object Milestone ID
  • Object Milestone Name
  • Parent Object
  • Stopped Time (Mins)
  • Target Date

If you’re new to entitlement management, check out the following resources to get started.