Leadership at Cloud Kicks wants to go beyond knowing how long a case has been open for, to knowing how long a case has sat with different teams. Which tool gives a Platform Administrator the ability…

The correct answer is D. Milestones with Business Hours. Milestones (within Entitlement Management and Service Cloud) are time-based steps in a support process - for example, 'First Response' or 'Resolution Time.' Each milestone tracks how long a case has been in a given stage or with a given team, and Business Hours can be applied…

Submitted by kim_seoul· Apr 18, 2026Service and Support Applications

Question

Leadership at Cloud Kicks wants to go beyond knowing how long a case has been open for, to knowing how long a case has sat with different teams. Which tool gives a Platform Administrator the ability to track the time a case sits and provide relevant reporting?

Options

AEscalation Rules with Business Hours
BRecord-Triggered Flows with Business Hours
CCase Assignment Rules with Business Hours
DMilestones with Business Hours

How the community answered

(33 responses)

A
3% (1)
B
15% (5)
C
6% (2)
D
76% (25)

Explanation

Milestones (within Entitlement Management and Service Cloud) are time-based steps in a support process - for example, 'First Response' or 'Resolution Time.' Each milestone tracks how long a case has been in a given stage or with a given team, and Business Hours can be applied so only business hours count against SLA timers. Milestones also feed into reports and dashboards, providing visibility into team-level SLA performance. Escalation rules (A) only escalate after a threshold; they don't track time per team. Case Assignment Rules (C) route cases but don't track time. Flows (B) can automate actions but lack the built-in SLA tracking and reporting that Milestones provide.

Topics

#Milestones#Entitlement Management#Service Cloud#SLA Tracking

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