# Work order milestones and entitlement processes

*Agentforce Field Service and Operations Consultant Study Guide · Managing Work Orders · Last updated October 29, 2026 · https://www.certifyforce.com/study-guide/agentforce-field-service-consultant/managing-work-orders/work-order-milestones-and-entitlement-processes*

How milestones reach work orders through a Work Order entitlement process, how a milestone's criteria, start time, time trigger, business hours, actions and recurrence are configured, and how object milestones are tracked, paused, completed and reported on a work order.

- Certification: Salesforce Agentforce Field Service and Operations Consultant
- Exam section: Managing Work Orders
- Study guide: https://www.certifyforce.com/study-guide/agentforce-field-service-consultant

**Official exam objective:**

> Illustrate how to configure Work Order Milestones.

## What the exam expects

- Set up milestones on work orders in order: milestones in Setup, a Work Order entitlement process, the entitlement, then the work order.
- Explain why a Case entitlement process never runs on work orders and why a process's type can't be changed.
- Configure a milestone in a process: criteria, start time, time trigger (minutes or Apex class), business hours, warning, violation and success actions, and recurrence type.
- Track, pause, complete and report work order milestones (Object Milestones, Stopped, Completion Date, report type).
- Model separately tracked tasks so each gets its own milestones.

Key terms:
- **Entitlement process:** a timeline of milestones with a type, Case or Work Order, that runs only on matching records.
- **Object milestone:** a milestone on a work order (EntityMilestone object); case milestones are a separate object.
- **Time trigger:** an offset from the milestone's target; negative for warnings, positive for violations.
- **Recurrence type:** whether a milestone occurs once, independently or sequentially.
- **Stopped:** work order checkbox that pauses its milestones.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Records that support milestones | Cases, work orders, incidents | [Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&language=en_US&type=5) |
| Process type | Case or Work Order, chosen at creation, never changed | [Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&language=en_US&type=5) |
| Processes before Summer '16 | Use the Case type | [Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&language=en_US&type=5) |
| Milestone business hours order | Milestone, then process, then record | [EntityMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_entitymilestone.htm) |
| Milestone start time | Process entry or when criteria are met | [EntitlementProcess](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm) |
| Dynamic trigger time | Apex class on the milestone | [EntitlementProcess](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm) |
| Warning vs violation | Negative vs positive offset from the target | [EntitlementProcess](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm) |
| No Recurrence | Occurs once until the process exits | [MilestoneType](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_milestonetype.htm) |
| Stopped field | Needs "Enable stopped time and actual elapsed time" | [WorkOrder](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workorder.htm) |
| Object milestone records | Updatable, not creatable; Completion Date updatable | [EntityMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_entitymilestone.htm) |
| Work order milestone report | Object Milestones custom report type | [Work with Milestones](https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&language=en_US&type=5) |

## Check yourself

- Why might the Stopped field be missing from a work order?
- Which work order field records when it exited the entitlement process?
- When do a violation trigger's actions not run?
- Which work order field records when its milestones were paused?

## Sources

- [Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&language=en_US&type=5)
- [EntityMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_entitymilestone.htm)
- [EntitlementProcess](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm)
- [MilestoneType](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_milestonetype.htm)
- [Work with Milestones](https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&language=en_US&type=5)
- [Customize Work Order Settings for Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_wo_settings.htm&language=en_US&type=5)
- [WorkOrder](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workorder.htm)
- [Use Entitlements with Work Orders](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/use-entitlements-with-work-orders)
- [Set Up Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones)
- [Guidelines for Creating Work Orders for Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_work_order_guidelines.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 13 linked practice questions, and unlimited timed mock exams are included with the Agentforce Field Service and Operations Consultant pack (USD $19): https://www.certifyforce.com/practice-exams