Company Profile: Scenario 1 Solution

[ScenarioSolutionIntro]

[sc:ScenarioSolution ]

In this exercise, you will need to configure business hours and holidays to match the working hours of each team:

1. Configure business hours for “Business Support Team”, with 24×7 working hours and a recurring Christmas holiday.

 

2. Configure business hours for “Customer Support Team”, with 9a-5p Mon-Fri working hours and recurring Christmas and Thanksgiving holidays.

[sc:ScenarioSolutionSteps ]

  1. Create business hours “Consumer Support Team” (Setup –> Company Profile –> Business Hours) for 9a-5p in your local time zone.
  2. Create a second business hours “Business Support Team” (or rename the default) for 24×7 operation.
  3. Create a recurring holiday (Setup –> Company Profile –> Holidays) for Christmas recurring December 25 with no end date.
  4. Associate this holiday with the “Consumer Support Team” and “Business Support Team” business hours.
  5. Create a second recurring holiday for Thanksgiving occurring the 4th Thursday every 12 months, beginning 11/22/2012.
  6. Associate this holiday with the “Consumer Support team” business hours.

64 thoughts on “Company Profile: Scenario 1 Solution”

      1. I think this is different in the latest version, where Business Hours is a separate section from Holidays. You can set Business Hours differently, but Holidays are separate.

  1. Hi John,
    I’m not sure why Business Support Team – Default check box is check mark and not in Consumer Support Team – Could you please help me understand this part??

    Regards

  2. Would it be acceptable to use the ‘default’ hours for the Business Support team instead of creating a new set of business hours as the default is 24/7 and the holidays can be added to them as well? Trying to wrap my head around best practices for this type of situation.
    Thanks

  3. Can you clarify how the business hours default checkbox is used. What happens if you don’t check it .. I see in the example it is checked for Business Support but not for customer support.

  4. Hi, I just want to make sure I configured Thanksgiving correctly.

    Frequency = 4th Thursday of November
    Yearly selected
    Start Date of today & no end date.

    Does this look correct?

    thx
    Jude

  5. Hi John,
    I understood how to create business hours and holidays but didnt get how you are exactly going to attach the relevant business hours to the relevant profile.
    i.e. how to attach customer support team business hours to customer support team and consumer support team business hours to consumer support team.

  6. This was a tough nut to crack (so early in the game 🙁 ). When I type NO Hours it gives me a invalid data error; so, I typed 00:00. It accepted that but when I saved the step, it reverted to 24 Hours. May be you should revise your screen shot? Because, ‘NO HOURS’ is a text and the field is not accepting TEXT.

  7. Yey! I figured it out … i didn’t create a new business hour for the business team as I just used the default 🙂 I suppose its fine not to rename the default?

  8. John

    Thanks a lot for this site. One Question though. In this scenario why not use out of the box default business hours and then create one for custom. Is there a reason the solution asks us to create two business hours. Is there a downside to using out of the box default business hours.

    Thanks for a Great site.

  9. Hi John,

    I don’t really understand the solution here. Because I don’t know how it will be associated with the business team or support team profile. Is it related to the profile later on?
    Or for each case, we should associate the business hours while creating it?

    Thanks for your answer

  10. Hi John. How do you make “no hours”? I keep unchecking the “24 hours” box and it keeps putting it back into 24-hour mode. I want to make sure they don’t have 24-hours on the weekend.

  11. I’m not sure what default business hours apply to. Is the default a company-wide setting for business hours, or just the default hours for that particular team? So, can individual users or team members have their own set of hours which will be covered later on?

  12. I didn’t know how to create and assign holidays from the video, so I needed to use the SF knowledge base. It might be useful if you just indicated that we might need to look elsewhere for things.

  13. I still don’t get it. Do I simply set up a 2nd Business Hours definition? Wouldn’t they both ultimately be related to different case object records? One for Consumers and the other for Business?

  14. i think i missed the part where, after the business hours are set up in my org, the Business hours are assigned to the user…is that becasue i need to set up the two teams of users and then assign the correct business hours..which would be covered later? so far great site looking fwd to exam!

    – Paul

  15. In the scenario, you have ‘Both teams plan to utilize case escalation rules extensively.’ How is this addressed? Is this implicit once we start using the case workflow?

  16. 1. The point “for the next 10 years” threw me for a loop. There’s no real way through the UI to set 10 years is there? Was that put in there intentionally?
    2. Any reason you made the Business Support Team the ‘Default’?

  17. I think I missed a steps, I’m having difficulty going from Videos back to the exact spot in the syllabus. Where was I supposed to create the Consumer and Business support groups and how do I associate them?

  18. Yes. Thanks. I was reviewing again and realized it only pertained to cases and escalation. I guess it is not important to prevent who is logging in and out on holidays ,but makes a lot of sense from the escalation view.

  19. John,

    I do like your examples. I did get this scenario correct, but I wanted to use the Login hours on the profile to specify the users hours. So, in this case you would use Business hours instead of Profile login hours if those hours are different on holidays? What if you have Login hours associated at the profile level and then create holidays with different hours and assign the roles within the holiday? Would that work?

    1. Login hours and business hours are essentially unrelated. Biz hours and holidays impact escalation timing, while login hours prevent login.

      If you wanted to prevent login during holidays, you’d either need update the login hours before and after each holiday (to emulate a holiday) or look at a custom apex solution.

      Does that help clarify?

      1. Hey I had your same problem. Later in the comments it mentions just leaving those hour sections blank. If you leave it 12:00 AM – 12:00 AM it translates back to 24 hours.

        1. Celso,

          Create a new business hrs (My Business Hours), un-check 24 hrs check box, clear the start and end time, check the default check box on and Save the changes. Notice ‘No Hours’.

          Somehow the out of the box SFDC default business hrs is always set to 24hrs in my dev org.

      2. I experienced the same issue when setting the business hours for weekend days.

        I was able to fix this by both unchecking the 24 hours checkbox next to the weekend days, and, by clearing out the default values in the time fields. When leaving the fields blank and saving, the business hours accurately reflected no hours for the weekend days.

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