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Difficulty: MediumBusiness Hours, Holidays, and Time Zones

A Salesforce administrator creates a new holiday entry for 'Independence Day' in Organization Settings. However, support cases assigned to the custom 'APAC Tier 2 Support' Business Hours schedule continue to evaluate and trigger Case Escalation Rules during the observed holiday. Which administrative action is required to ensure escalations pause on this holiday for the APAC team?

  1. Associate the 'Independence Day' holiday specifically with the 'APAC Tier 2 Support' Business Hours schedule.Answer
  2. B
    Reconfigure Case Assignment Rules to check holiday dates before assigning cases to the escalation queue.
  3. C
    Update the Organization Default Time Zone to align with the APAC regional time zone.
  4. D
    Modify the support agents' Profiles to restrict login hours on official company holidays.

Answer

The administrator must associate the holiday with the specific 'APAC Tier 2 Support' Business Hours schedule.
In Salesforce, creating a holiday only defines the holiday date centrally. To halt case escalation clocks for a particular support schedule, the holiday must be explicitly added to the relevant Business Hours record.

Step-by-Step Solution

1
Identify why escalations fire on holidays
Creating a holiday record in Salesforce makes the holiday definition available in the org, but does not automatically apply it to any custom Business Hours schedule.
Business hours operating schedules must be explicitly linked to holiday records so the system knows which schedules should suspend escalation timers.
2
Navigate to the Business Hours configuration page and edit the target schedule
In Setup, locate 'APAC Tier 2 Support' under Business Hours and add 'Independence Day' to its Holidays list.
Once linked, Salesforce automatically subtracts holiday hours from escalation clock calculations for cases using that Business Hours schedule.

Key Concept

Holiday Association with Business Hours Schedules
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Topics

Business Hours, Holidays, and Time Zones

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