Overview of the Milestone Lifecycle

Once milestones are assigned to a service request, they begin countdown to their respective due dates, and are monitored by the application automatically based on the configuration you have set up.

The Milestone object includes a Status field that indicates whether the milestone is being actively tracked, is paused, complete, or has been canceled. The Milestone object also includes two flags that are commonly used to trigger object workflow according to your business needs, for example to send an email notification to proactively notify the agent, or escalate the service request:

• The WarnedFlag is updated to Y when the milestone's time to expiration is within the warning threshold specified in the standard coverage.

• The ComplianceFlag is updated to N when the milestone reaches the due date or the time before completion, representing a milestone that has expired (it's no longer compliant).

In case you're wondering where you can get more details about the setup and configuration of milestones and coverages:

• The topic "Set Up Milestones and Coverages" provides the details to set up milestones and coverages using the delivered milestones and coverage criteria.

• The topic "Configure Milestones and Coverages" describes how to expand milestones and coverages to adapt them to your business needs.