Business hours and holidays
Key Takeaway
Escalation rules and entitlement milestones only run during the support team's business hours, not during a holiday associated with those business hours.
Business hours define when a support team is available to work, and holidays define the dates and times when that team is not available. Salesforce uses them so time-based support processes, such as case escalation rules and entitlement milestones, only run when the team can actually help customers.
What business hours set
Business hours set a time zone and the daily hours when a support team is available. You can apply them to these items, so escalations and milestones match real working time:
- Cases
- Escalation rules
- Entitlement processes
- Milestones in entitlement processes
By default, business hours are 24 hours a day, seven days a week, in the default time zone set in the organization's profile. You don't need rules for daylight saving time, because Salesforce calculates it automatically for the time zones available for business hours.