Universal Containers recently established a specialized regional support team in Tokyo and created a custom Business Hours record named 'APAC Support Hours' set to Monday–Friday, 09:00–18:00 JST. Support managers notice that when cases assigned to this regional team meet escalation criteria on Saturday morning, escalation actions fire immediately rather than pausing until Monday morning. What is the primary administrative configuration issue causing this timing mismatch?
- The Case Escalation Rule entries are configured to ignore business hours or use default organization business hours instead of case business hours.Cevap
- BCase Assignment Rules were configured to assign the queue without specifying business hours, as assignment rules control escalation timing.
- CThe profile time zone of the user who logged the case overrides the business hours schedule defined on the Escalation Rule entry.
- DRecord-triggered flows evaluated during case creation automatically reset custom business hours due to execution order sequence.
Cevap
The Case Escalation Rule entries are configured to ignore business hours or use default organization business hours instead of case business hours.
Escalation rule entries provide explicit settings governing how business hours are applied to escalation timers. If the entry is set to ignore business hours or is left at the default organization business hours (which default to 24 hours a day unless modified), escalation timers will run continuously throughout weekends.
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Business Hours in Case Escalation Rules