Universal Containers operates global customer support across three shifts in different time zones (US West, EMEA, and APAC). The support team relies on Case Escalation Rules to meet strict Service Level Agreements (SLAs). The Salesforce Administrator needs to configure Business Hours and Holidays to ensure case escalation timers pause accurately during non-working periods and company-observed closures. Which TWO statements correctly describe how Salesforce evaluates Business Hours, Holidays, and Time Zones for Case Escalation Rules? (Choose 2 options.)
- Holidays must be explicitly associated with individual Business Hours schedules in order to suspend escalation timers for cases assigned to those specific business hours.Cevap
- Escalation Rule target times are evaluated strictly using the Business Hours time zone specified on the case or rule entry, regardless of the individual user's personal Time Zone setting.Cevap
- CCreating a Holiday automatically pauses case escalation timers for all active Business Hours across the organization without needing additional configuration.
- DCase escalation timers recalibrate dynamically based on the local time zone specified in the viewing user's profile settings.
Cevap
The correct options are that holidays must be explicitly associated with specific Business Hours schedules to suspend escalation timers, and escalation target times are evaluated using the Business Hours time zone regardless of the viewing user's personal time zone.
The correct choices recognize that Holidays must be assigned to specific Business Hours to take effect on case escalation timers, and that case escalation timing is calculated using the Business Hours time zone rather than the viewing user's personal time zone.
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Anahtar Kavram
Business Hours and Holiday setup determines case escalation SLA clocks based on schedule assignment and designated time zones rather than individual user time zones.