An organization operates a support desk in Chicago with custom Business Hours configured from 08:00 to 17:00 CST, Monday through Friday. The administrator defined a recurring Holiday record for Independence Day. However, support managers noticed that Case Escalation Rule timers continued to advance and escalate cases on July 4th. Which TWO administrative actions are required to ensure escalation timers halt on specified holidays? (Choose 2 answers)
- Add the Independence Day holiday record to the Chicago Business Hours schedule.Answer
- Configure the Case Escalation Rule entries to determine how escalation times are set using Business Hours.Answer
- CSet the Holiday record status to Organization Default so it globally applies to all system rules.
- DUpdate the User Time Zone of the default Case Owner to match the Chicago support desk time zone.
Answer
To pause case escalation rule timers on holidays, the administrator must associate the Holiday record with the designated Business Hours schedule and ensure that the Case Escalation Rule entries are configured to calculate escalation times using Business Hours.
For Salesforce Case Escalation Rules to pause during holidays, the holiday record must be associated with the specific Business Hours schedule assigned to the case, and the Escalation Rule Entry must be configured to calculate escalation actions using those Business Hours.
Step-by-Step Solution
Key Concept
Business Hours and Holiday Association for Case Escalation Rules