Question

A support team at Cloudy Consulting works Monday through Friday, 8:00 AM to 6:00 PM. The company observes a national holiday next week and wants to ensure that case escalation rules do NOT count the holiday as working time when calculating escalation deadlines. What should the administrator do?

Accepted Answer

Create a Holiday in Setup and associate it with the relevant Business Hours record

Answer

Deactivate the escalation rule for the day of the holiday and reactivate it afterward

Answer

Change the organization's fiscal year settings to exclude the holiday date

Answer

Add the holiday date to each support agent's individual user record