Business hours in entitlement milestone timing
Key Takeaway
Salesforce uses the highest level that has business hours: the milestone, then the entitlement process, then the case or work order. A milestone's own business hours apply to that milestone only, so one milestone can count 24/7 while the other milestones count the entitlement process's hours.
Business hours tell Salesforce when a support team is working, so milestone deadlines count only working time and not nights, weekends, or holidays. On a case or work order that uses an entitlement process, business hours can be set in several places. Salesforce uses a fixed hierarchy to decide which set calculates each milestone's Target Date.
What business hours are
You can apply a set of business hours to milestones in entitlement processes, entitlement processes, cases, and case escalation rules. If you don't configure anything, business hours are 24 hours a day, seven days a week in the org's default time zone.
A set of business hours must be marked "Active" before users can associate it with milestones, entitlement processes, cases, and escalation rules. Salesforce calculates daylight saving time automatically for business hours time zones, so you don't need rules for it.
Holidays associated with a set of business hours suspend those business hours during the holiday dates and times. You can associate up to 1,000 holidays with each set of business hours.