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Difficulty: EasyBusiness Hours, Holidays, and Time Zones

A company defined several official company holiday records in Salesforce. However, case escalation rules are still advancing and triggering actions on those holiday dates for cases associated with the APAC Support schedule. What configuration step must the administrator take to ensure the holidays suspend case escalation timers for APAC Support?

  1. Add the created holiday records to the APAC Support Business Hours schedule.Answer
  2. B
    Change the Organization Default Time Zone setting to match the APAC regional time zone.
  3. C
    Create a Case Assignment Rule to route new cases to an off-hours queue on designated holiday dates.
  4. D
    Update the default Web-to-Case owner settings to suspend submission processing during holidays.

Answer

Add the created holiday records to the APAC Support Business Hours schedule.
In Salesforce, creating a holiday record in Setup does not automatically apply it to every schedule. An administrator must explicitly associate the holiday record with each relevant Business Hours schedule (such as APAC Support). Once associated, Salesforce pauses escalation rules and milestone resolution clocks during the specified holiday dates.

Step-by-Step Solution

1
Identify how Salesforce processes Business Hours and Holidays.
Recognize that creating a Holiday record in Setup is a standalone step.
Holiday records do not automatically apply across all business hours schedules in an org.
2
Determine the necessary administrative link between Business Hours and Holidays.
Associate the Holiday records with the specific APAC Support Business Hours entry.
When a holiday is linked to a Business Hours schedule, Salesforce automatically subtracts holiday hours from escalation calculations and milestone targets.

Key Concept

Holiday Association with Business Hours
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Topics

Business Hours, Holidays, and Time Zones

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