Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.

The correct configuration is Work Order-specific Entitlement Processes and reusable Milestones. An Entitlement Process is created for one process type, such as Case or Work Order, and Work Order milestones can be configured in Setup. A Milestone definition can be reused in more than one entitlement process even though the processes themselves remain object-specific.

Good Work Order design also preserves the distinction between planned work and execution results. Products Required, requirements, and task structure should be established before service; Products Consumed, actual times, signatures, and completion statuses then record what actually happened in the field.

The alternatives address different parts of the Field Service model. A single process does not simultaneously apply to both Cases and Work Orders simply because the same Milestone is used.

This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders — Work Order SLAs; Entitlement Process Type; Milestones.