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Difficulty: Very hardBusiness Hours, Holidays, and Time Zones

An administrator is configuring regional case escalations for a global enterprise whose default organization time zone is set to America/New_York. A custom Business Hours record named "Asia-Pacific Support" is defined for Japan Standard Time (Asia/Tokyo) with operating hours set from 09:00 to 17:00, Monday through Friday. The administrator creates a national Holiday record in Salesforce for an observed public holiday in Japan, but does not add this Holiday record to the "Asia-Pacific Support" Business Hours holiday list. A Case escalation rule is configured to calculate escalation target times using the business hours specified on the Case record. If a high-priority Case assigned to the "Asia-Pacific Support" Business Hours schedule is created at 10:00 AM Tokyo time on that national holiday, how will Salesforce calculate the escalation clock target time?

  1. Salesforce will calculate the escalation clock as a normal operating business day because the Holiday record was not explicitly associated with the Asia-Pacific Support Business Hours schedule.Answer
  2. B
    Salesforce will automatically pause the escalation clock for the entire day because active Holiday records globally suspend escalation rules across all Business Hours.
  3. C
    Salesforce will recalculate the escalation target time using the Organization Default Business Hours and default time zone instead of the custom Business Hours schedule.
  4. D
    Salesforce will immediately trigger the escalation action upon case creation because unassociated holidays cause business hour duration timers to expire instantly.

Answer

Salesforce will calculate the escalation clock as a normal operating business day because the Holiday record was not explicitly associated with the Asia-Pacific Support Business Hours schedule.
Salesforce requires administrators to explicitly associate Holiday records with specific Business Hours schedules. If a Holiday record is created in the organization but not linked to a particular Business Hours schedule, Salesforce treats that day as a standard operating business day for cases tied to that schedule, and the escalation clock continues to elapse.

Step-by-Step Solution

1
Determine the Business Hours assigned to the Case.
The Case uses the 'Asia-Pacific Support' Business Hours schedule.
Escalation rules respect the Business Hours specified on the Case record.
2
Evaluate the Holiday record association.
The national Holiday record exists in Salesforce but is not listed under the 'Asia-Pacific Support' Business Hours holiday list.
In Salesforce, creating a Holiday record does not automatically apply it to custom Business Hours schedules.
3
Determine the escalation clock behavior for the specified date.
Because the holiday is missing from the schedule's Holiday list, Salesforce treats that day as standard operating hours.
Only holidays explicitly assigned to a Business Hours schedule pause the escalation clock for cases following that schedule.

Key Concept

Business Hours and Holiday Association Mechanics
Estimated Time:2m 0s
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Topics

Business Hours, Holidays, and Time Zones

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