Update Milestones

A milestone is a type of entitlement. Entitlements are benefits or privileges you provide to customers when you extend service to them.

A milestone identifies service levels your organization has committed to its customers , and is tracked when providing service in the context of a service request.

Here's the ready-to-use milestones you get with the application:

• First Response Metric: Tracks how quickly you agree to respond to a customer, or an employee after the request is received.

• Resolution Metric: Tracks how quickly you must resolve the request.

The Milestones section lets you update these milestones. Here's how:

1. In the Milestones list, click the vertical 3 dots icon, and click Edit for the milestone you want to update.

2. To modify the milestone due date, click in the Due Date field, select the date, and then click Done.

3. To acknowledge that you have completed the milestone and close it, click the Agent Completed slider.

4. Enter your comments in the Comments field.

5. Click Save.