An organization is setting up a new customer support desk in Frankfurt operating on Central European Time (CET). The administrator has defined a custom Business Hours record named 'Frankfurt Support Hours' and created a Holiday record named 'German Unity Day'. Which two configuration steps must the administrator complete to ensure that Case Escalation Rules correctly pause elapsed time calculations during company holidays for cases handled by this desk? (Select 2 options)
- Associate the 'German Unity Day' holiday record with the 'Frankfurt Support Hours' business hours schedule.Answer
- BSet the organization's default time zone to Central European Time (CET) so holidays automatically apply to case escalation clocks.
- Specify 'Frankfurt Support Hours' on the Case Escalation Rule entries or configure cases to inherit business hours from the case record.Answer
- DConfigure a Case Assignment Rule to reassign cases to a holiday queue on German Unity Day to prevent escalation.
Answer
The administrator must associate the holiday record directly with the custom Business Hours schedule and configure Case Escalation Rule entries to specify or inherit those Business Hours.
To ensure holiday suspensions apply to SLA escalation timers, the holiday record must be linked to the relevant Business Hours schedule, and the Case Escalation Rule entry must reference those Business Hours (or inherit them from the Case).
Step-by-Step Solution
Key Concept
Business Hours and Holiday association in Case Escalation Rules
Estimated Time:1m 30s