I'm pretty new with Entitlement Process and Milestones. i WONDER if exists a way to mark one Milestone as Completed and update the completion date when the Case exits the relative entitlement process. For example: I have one Entitlement Process Call ' Case take in Charge' with 2 independent Milestones based on Case's field 'Case Gravity'. If case Case Gravity = 1 Milestone is 20 minutes, if Case Gravity=2 Milestone is 40 minutes. When the Case status pass from NEW to Working I want the Case to exit the Entitlement process and the Mileston marks as completed with the appropriate completion date. Is it possible? (Below you find some picture)

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3 Answers 3


you can use process builder to do that!

  • 2
    Please edit your answer to add more detail.
    – Adrian Larson
    Feb 23, 2017 at 14:57

I have achieved the behaviour you want previously by marking the milestone as completed via workflow. You should be able to do the same.

  • How did you do a workflow on milestone object? I'm not able to find it Feb 7, 2017 at 10:16

You cannot update milestones with Workflow - Maybe Jannis meant Process Builder?

You can update and close milestones with Process Builder easey peasey

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