# Entitlements, entitlement processes and milestones

*Platform Administrator II Study Guide · Cloud Applications · Last updated October 26, 2026 · https://www.certifyforce.com/study-guide/platform-administrator-ii/cloud-applications/entitlements-entitlement-processes-and-milestones*

How milestones, entitlement processes and entitlements fit together, how entry and exit criteria, business hours and process type (Case or Work Order) decide which records get timers, how recurrence types schedule repeat milestones, and how versioning and Simplified SLA Setup change maintenance.

- Certification: Salesforce Platform Administrator II
- Exam section: Cloud Applications
- Study guide: https://www.certifyforce.com/study-guide/platform-administrator-ii

**Official exam objective:**

> Explain how to create and maintain service entitlements and entitlement processes.

## What the exam expects

- Build the chain milestone → entitlement process → entitlement so that timers appear on support records.
- Choose entry criteria, exit criteria and business hours for an entitlement process.
- Keep cases and work orders on processes and entitlements of the matching type.
- Predict when a recurring milestone's next occurrence starts.
- Update an in-use process with versioning, and know what Simplified SLA Setup changes.

Key terms:
- **Entitlement**: a customer's right to support, linked to an entitlement process.
- **Entitlement process**: a timeline of milestones for one record type, Case or Work Order (an SLA Policy in Simplified SLA Setup).
- **Milestone**: a required, time-dependent step such as First Response.
- **Time trigger**: the minutes a rep has to complete a milestone.
- **Recurrence type**: No Recurrence, Independent or Sequential.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Order of setup | Milestones before entitlement processes | [Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=entitlements_process_create.htm&language=en_US&type=5) |
| Process type | Runs only on matching records, Case or Work Order | [Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=entitlements_process_create.htm&language=en_US&type=5) |
| Entry field | Custom date/time only, not custom date | [Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=entitlements_process_create.htm&language=en_US&type=5) |
| Milestone actions | Locked once active and applied to a record | [Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=entitlements_process_create.htm&language=en_US&type=5) |
| Linking a process | SLA Policy lookup on the entitlement | [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones) |
| Sequential, finished early | Next occurrence starts at the previous Target Date | [Recurrence Types](https://help.salesforce.com/s/articleView?language=en_US&id=service.entitlements_milestone_sequential_recurrence.htm&type=5) |
| Versioning | Can't be disabled once enabled | [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&language=en_US&type=5) |
| Simplified SLA Setup | No versioning; processes are SLA Policies | [Simplified SLA Setup](https://help.salesforce.com/s/articleView?language=en_US&id=service.entitlements_simplified_sla_setup_parent.htm&type=5) |

## Check yourself

- Why does a Case entitlement process never start milestones on work orders linked to the same entitlement?
- When should you activate a new entitlement process?
- What can a new version of an in-use entitlement process change about milestones?
- Why might an admin switch back from Simplified SLA Setup?

## Sources

- [Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=entitlements_process_create.htm&language=en_US&type=5)
- [Set Up Milestones (Help)](https://help.salesforce.com/s/articleView?id=entitlements_milestones_setup.htm&language=en_US&type=5)
- [Set Up Support Milestones](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones)
- [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?language=en_US&id=service.entitlements_milestone_sequential_recurrence.htm&type=5)
- [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&language=en_US&type=5)
- [Simplified SLA Setup: Configure Entitlements and Milestones](https://help.salesforce.com/s/articleView?language=en_US&id=service.entitlements_simplified_sla_setup_parent.htm&type=5)
- [Entitlements for Work Orders](https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/use-entitlements-with-work-orders)

## 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 Platform Administrator II pack (USD $19): https://www.certifyforce.com/practice-exams