Is it possible to add milestones to Case Managment?
For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specific incident types.
I have not found any documentation indicating that it is possible to add Milestones to Cases just internal or HR help Desk https://docs.oracle.com/en/cloud/saas/fusion-service/fahqa/add-the-milestone-to-the-manage-service-milestone-configuration.html#s20070680. I know that we can create action plans based on Case Type or Category, but wanted to check with the experts. Of course, if this functionality doesn't exist I know I can create an idea.