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Difficulty: MediumBusiness Hours, Holidays, and Time Zones

An administrator at Global Logistics Inc. is configuring support management settings for a regional team in São Paulo. The team manages high-priority customer cases that rely on specific Case Escalation Rules during working hours. The administrator has already defined a custom Business Hours record named "LATAM Support Hours". To ensure that Brazilian national holidays pause escalation actions exclusively for LATAM cases without disrupting escalation schedules for North American cases, which two configuration steps must the administrator perform? (Select 2 options)

  1. Create the holiday records in Setup and associate them directly with the LATAM Support Hours schedule.Answer
  2. Specify LATAM Support Hours in the business hours criteria for the relevant Case Escalation Rule entries.Answer
  3. C
    Set LATAM Support Hours as the Organization Default Business Hours so all escalation rules inherit Brazilian holidays automatically.
  4. D
    Create official holiday records in Setup without attaching them to any business hours, relying on global holiday auto-suspension across active rules.

Answer

The administrator must create holiday records in Setup and associate them directly with LATAM Support Hours, and specify LATAM Support Hours on the relevant Case Escalation Rule entries.
To pause case escalation rule timers for a specific region on holidays without affecting other regions, the administrator must create Holiday records and attach them to the regional Business Hours schedule (LATAM Support Hours), then configure the specific Case Escalation Rule entries to evaluate against that LATAM Support Hours schedule.

Step-by-Step Solution

1
Define Holiday records and link them to Business Hours
Holidays are linked to the LATAM Support Hours schedule so time on those dates is excluded from SLA elapsed time.
Salesforce requires Holiday records to be explicitly assigned to specific Business Hours schedules to pause time calculations for that specific regional team.
2
Assign Business Hours to Case Escalation Rule Entries
The escalation rule entry evaluates case elapsed time using LATAM Support Hours and its linked holidays.
Escalation rules determine when to trigger escalation actions based on the Business Hours specified on the case, entitlement, or escalation rule entry.

Key Concept

Business Hours and Holiday Association with Case Escalation Rules
Estimated Time:2m 0s
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Topics

Business Hours, Holidays, and Time Zones

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