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Difficulty: HardBusiness Hours, Holidays, and Time Zones

Cloud Kicks operates customer support centers in Tokyo and San Francisco. Tokyo support agents work Monday through Friday from 09:00 to 17:00 JST, while San Francisco agents work Monday through Friday from 09:00 to 17:00 PST. The management team requires Case Escalation Rules to calculate target resolution times strictly during local operating hours for each regional team. Additionally, corporate holidays must pause the escalation timers for affected teams without maintaining redundant holiday records. Which configuration strategy should the administrator implement to fulfill these requirements?

  1. Create distinct Business Hours records for Tokyo and San Francisco with their respective time zones, define corporate holiday records, associate those holidays with both Business Hours records, and set Case Escalation Rule entries to evaluate using the Case Business Hours.Answer
  2. B
    Create Case Assignment Rules with criteria matching corporate holiday dates to automatically reassign regional cases to a designated queue and reset escalation rule timers.
  3. C
    Maintain a single Organization Default Business Hours record and rely on the Case Owner's User Profile time zone setting to automatically adjust escalation rule evaluation times for Tokyo and San Francisco.
  4. D
    Create distinct Business Hours records for Tokyo and San Francisco, but rely on standard corporate Holiday records to automatically suspend active escalations globally across all schedules without manual association.

Answer

Create distinct Business Hours records for Tokyo and San Francisco with their respective time zones, define corporate holiday records, associate those holidays with both Business Hours records, and set Case Escalation Rule entries to evaluate using the Case Business Hours.
In Salesforce Core Administration, managing multi-regional support schedules requires defining custom Business Hours records that specify the operating days, operating hours, and time zone for each region. To pause SLA calculations on specific non-working days, Holiday records created in Setup must be explicitly associated with each relevant Business Hours schedule. When Escalation Rule entries are set to use the Business Hours on the Case, Salesforce accurately calculates escalation trigger times based on the case's regional schedule and associated holidays.

Step-by-Step Solution

1
Configure regional Business Hours schedules
Two distinct Business Hours entries exist (Tokyo with JST time zone and San Francisco with PST time zone), defining regional operating windows.
Salesforce Escalation Rules calculate elapsed time based on the assigned Business Hours record rather than user time zone preferences.
2
Create and associate corporate Holidays
Corporate Holiday records are created once in Setup and explicitly added to both Tokyo and San Francisco Business Hours schedules.
Holidays pause the Business Hours timer only when explicitly linked to the specific Business Hours configuration.
3
Configure Escalation Rule entries
Escalation Rule Items are configured to determine escalation trigger times using the Business Hours specified on the Case record.
Ensures that cases assigned to Tokyo or San Francisco evaluate SLA escalation timelines strictly within their local operating hours and holidays.

Key Concept

Business Hours, Holidays, and Time Zone Association in Escalation Rules
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Topics

Business Hours, Holidays, and Time Zones

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