Explanation
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified References: [Entitlement Management]