# Entitlements, milestones and business hours for SLAs

*Agentforce Service Consultant Study Guide · Case Management · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/case-management/entitlements-milestones-and-business-hours-for-slas*

How entitlements on accounts, assets, contacts and service contracts point cases at an entitlement process, how milestones, their actions and business hours enforce SLA times, and how to track and report attainment.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Case Management
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs).

## What the exam expects

- Choose where an entitlement lives (account, asset, contact or service contract) from how the SLA is sold, and use entitlement templates on products to create asset entitlements automatically.
- Build an entitlement process: milestones with time triggers, criteria and recurrence types, plus success, warning and violation actions.
- Decide which business hours a milestone uses, and pause milestones while a case waits on the customer.
- Show reps the countdown with the milestone tracker and report SLA attainment from case milestones.

Key terms: **entitlement** (a unit of support a customer is eligible for, such as phone support); **entitlement process** (the timeline of milestones applied to a support record); **milestone** (a required, time-dependent step such as first response); **service contract** (a support agreement such as a warranty or subscription); **milestone tracker** (the case-page component showing time remaining).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Entitlement anchors | Accounts, assets, contacts and service contracts | [Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&type=5) |
| Milestones per process | Up to 10 | [Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_parent.htm&language=en_US&type=5) |
| Recurrence types | No Recurrence, Independent, Sequential | [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones) |
| Time trigger | Minutes to complete the milestone | [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones) |
| Business hours precedence | Milestone, then entitlement process, then case | [Business Hours in Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&language=en_US&type=5) |
| Default business hours | 24 hours, 7 days, org default time zone | [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US) |
| Stopping a process | Case Stopped field; up to 300 times | [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&type=5) |
| Entitlement on new cases | Carried by a case created from the entitlement; otherwise needs an Apex trigger | [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones), [Use Entitlements in Cases](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/use-entitlements-in-customer-cases) |
| Closing a case | Doesn't complete its milestone by itself | [Use Entitlements in Cases](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/use-entitlements-in-customer-cases) |
| SLA reporting | Cases with Milestones custom report type | [Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&type=5) |

## Check yourself

- Why set business hours on a milestone instead of the entitlement process?
- When do warning actions fire, and when do they not?
- Which report type shows first-response and resolution attainment?
- How many milestones can one entitlement process hold?

## Sources

- [Set Up and Manage Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_admin.htm&language=en_US&type=5)
- [Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&type=5)
- [What’s Entitlement Management?](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&type=5)
- [How Business Hours Work in Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&language=en_US&type=5)
- [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US)
- [Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_parent.htm&language=en_US&type=5)
- [Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&type=5)
- [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones)
- [Entitlement Management Solutions](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/get-started-with-entitlements)
- [Use Entitlements in Customer Cases](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/use-entitlements-in-customer-cases)
- [EntitlementProcess](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm)
- [CaseMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_casemilestone.htm)
- [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&type=5)
- [What Are SLA Policies, Entitlements, and Milestones?](https://help.salesforce.com/s/articleView?language=en_US&id=service.it_srvcs_sla_policies_explainer.htm&type=5)
- [Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 5 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams