A support administrator is managing global service operations with distinct regional Business Hours and customized Holiday schedules. Case Escalation Rules are configured to determine when unassigned support tickets must be escalated to tier-2 managers. Which TWO statements correctly describe how Salesforce evaluates Business Hours, Holidays, and Time Zones during case escalation processing?
- Escalation rule timers pause calculation outside of the active Business Hours designated for the case or escalation rule entry.Answer
- Holidays must be explicitly associated with a Business Hours schedule to suspend case escalation timing on designated holiday dates.Answer
- CCreating a new holiday automatically suspends escalation timers across all custom Business Hours schedules configured in the organization.
- DCase Created Date and Closed Date timestamps are permanently rendered in the Organization Default Time Zone regardless of the logged-in user's locale settings.
Answer
Escalation rule timers pause calculation outside of active Business Hours, and Holidays must be explicitly associated with a Business Hours schedule to suspend case escalation timing.
Case escalation rule timers only run during the active windows specified in the applicable Business Hours schedule. Furthermore, holidays suspend escalation clocks only when they are explicitly linked to that specific Business Hours schedule.
Step-by-Step Solution
Key Concept
Business Hours and Holiday association rules with Case Escalation Timers