Milestone actions are what happens when your milestones hit a designated time. Inside your entitlement process, you sepecify when the action will occur (relative to other the entitlement processes breach time) and then what the actions will be.
Mileston Action Types
The type of actions that are available for use are
New Task — This action lets you create a task on a case
New Email Alert — This action lets you create an email alert
New Field Update — This action lets you update a field on the case
New Outbound Message — This action lets you send outbound messages to external systems
Select Existing Action — This allows you to re-use existing actions across multiple entitlement processes
When creating multiple entitlement processes, reusability is your friend. Create your tasks, emails, updates or messages beforehand and use existing actions. This will mean you only have one place to update if needed.
Exercise 4: Create Milestone Actions
Create actions that occur when the case breaches it's SLA
If a violation of the SLA occurs, then the case owners should be notified via email. If a high priority case breaches a new Task should be created for the SVP, Customer Service & Support to follow up on the case.