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Difficulty: EasyBusiness Hours, Holidays, and Time Zones

An administrator is configuring regional support settings in Salesforce. Which two statements correctly describe the behavior of Business Hours and Holidays? (Choose 2 answers)

  1. Holidays can be associated with multiple Business Hours schedules to pause target resolution times during non-working days.Answer
  2. B
    Creating a new Holiday automatically pauses escalation rules for all Business Hours throughout the entire organization without requiring association.
  3. Multiple Business Hours can be created to support different global time zones and operating schedules.Answer
  4. D
    Holidays override individual user time zone settings on user record profiles when active.

Answer

Holidays can be associated with multiple Business Hours schedules to pause target resolution times during non-working days, and multiple Business Hours can be created to support different global time zones and operating schedules.
Holidays can be explicitly associated with specific Business Hours to prevent entitlement and escalation timers from counting holiday dates. Additionally, administrators can configure multiple Business Hours to accommodate various operating time zones across global support teams.

Step-by-Step Solution

1
Identify the relationship between Business Hours and Holidays.
Holidays are linked to specific Business Hours to ensure SLA time calculations pause on designated holiday dates.
Without linking a holiday to a business hours schedule, escalation timers continue running.
2
Evaluate regional operational setup options.
Salesforce supports creating custom Business Hours for different time zones and regional schedules.
Global support organizations require distinct business hours to accurately track case age and escalation rules per region.

Key Concept

Business Hours and Holiday Configuration
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Topics

Business Hours, Holidays, and Time Zones

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