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Difficulty: MediumBusiness Hours, Holidays, and Time Zones

An organization headquartered in San Francisco (PST) expands customer support operations with a dedicated team in London (GMT). The administrator creates a custom Business Hours record for the London team (09:00 to 17:00 GMT, Monday through Friday) and sets up a Case Escalation Rule to escalate unresolved high-priority cases after 4 hours. However, cases assigned to the London team are escalating based on the organization's default PST schedule instead of London business hours. Which configuration change must the administrator make to resolve this issue?

  1. Specify the London custom Business Hours schedule directly on the Case Escalation Rule Entry.Answer
  2. B
    Update the Organization Default Time Zone in Company Information from PST to GMT.
  3. C
    Configure a Case Assignment Rule action to assign newly created cases to GMT queue members.
  4. D
    Change the personal Time Zone setting of the default case owner to GMT.

Answer

Specify the London custom Business Hours schedule directly on the Case Escalation Rule Entry.
Escalation rules calculate time thresholds using business hours. To enforce a specific regional schedule, the administrator must configure the rule entry to explicitly specify the custom Business Hours record created for that region.

Step-by-Step Solution

1
Analyze the escalation issue
Escalation rules default to using the organization's Default Business Hours unless a specific Business Hours criteria is explicitly designated on the rule entry or case record.
By default, Salesforce uses the org-wide default business hours for escalation calculations.
2
Identify the proper administrative solution
Edit the Case Escalation Rule Entry and select the custom London Business Hours record.
Explicitly linking the regional business hours to the escalation rule entry ensures the escalation clock runs only during London operating hours.

Key Concept

Case Escalation Rule Business Hours Assignment
Estimated Time:1m 30s
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Topics

Business Hours, Holidays, and Time Zones

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