User working hours versus organization business hours
Key Takeaway
A user's "Start of day" and "End of day" fields shape that user's calendar. Business hours tell support processes when a support team is available.
Salesforce has two separate settings that describe when work happens. A user's working hours are personal settings on the user record, while business hours are organization-level records.
A user's working hours versus business hours
| A user's working hours | Business hours | |
|---|---|---|
| What they are | The Start of day and End of day fields on the user record | Organization-level records |
| What they specify | Start of day is the time a user generally starts working. End of day is the time they generally stop. | When a support team is available to serve customers |
| Where they take effect | In that user's calendar, where they define the times that display | In support processes, such as escalation rules, entitlement processes, and milestones |
Business hours also apply time zones and locations to the following:
- Cases
- Escalation rules
- Entitlement processes
- Milestones in entitlement processes
Because the two settings are separate, changing a user's Start of day or End of day changes the times that display in that user's calendar, not the business hours that support processes use.