Company Profile: Scenario 1 Solution

The solution section provides an overview of how to solve this scenario, and why that solution was chosen.  The Solution Steps section immediately following outlines the exact steps used to replicate the solution.

Solution:

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 “Consumer Support Team”, with 9a-5p Mon-Fri working hours and recurring Christmas and Thanksgiving holidays.

Solution Steps:

  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.

86 Responses to “Company Profile: Scenario 1 Solution”

  1. ayodola70 August 31, 2017 at 6:17 pm #

    HI John,
    Would these groups be eventually assigned to profiles?

    • JohnCoppedge September 5, 2017 at 12:38 pm #

      No biz hours determine when escalation rules fire, they are not assigned directly to profiles but rather selected on the case record

  2. LiYanLi August 3, 2017 at 10:23 am #

    I am not able to find holidays session under Business hours. I selected custom Fiscal year, is that related somehow?

  3. mshields1994@gmail.com August 3, 2017 at 2:02 am #

    I was able to follow along without any issues.

  4. teriaustin@accenture.com July 21, 2017 at 3:34 pm #

    Perfect! Was able to all without looking. =-)

  5. bkroepsch May 30, 2017 at 8:04 pm #

    Hi John,

    I have set up a Developer Edition environment, but am unable to follow the path of Setup > Company Profile for the solution of Scenario 1. Instead the options I have are:

    Setup > Company Settings or Setup > Company Information. Is the Lightening Experience breadcrumb path different? How do I get to business hours etc? Thanks.

    • JohnCoppedge May 31, 2017 at 11:48 am #

      Do you have this configuration done?

      Instructions within this guide make the assumption that the Improved Setup User Interface is disabled.

      I suggest you double-check your org settings by navigating to Setup –> Customize –> User Interface; ensure “Enable Improved Setup User Interface” is not checked.

      If you enable this feature, step-by-step instructions within scenarios and exercises will not line up correctly (as the setup navigation menus will be different).

      • culberson.adam1 June 24, 2017 at 2:26 pm #

        I just worked through this issue and was only able to find the “enable improved setup user interface” option while in classic view. Thought this might be helpful to other new users.

  6. andyclark4 April 19, 2017 at 5:37 pm #

    I didn’t untick the 24 hours box for Sat and Sun for Consumer support hours. When I edit and untick the 24 hour box and then save it goes back to 24hours.
    How do I remove the 24 hours for the weekend and show as closed?

  7. cwc5013 April 11, 2017 at 2:36 am #

    Sometimes you are calling it “Consumer Support” and sometimes “Customer Support”.

    I’m a tester. I notice these things 🙂

  8. raj.mohanty@gmail.com February 23, 2017 at 12:16 am #

    How to delete Business hours records? I am unable to do it?

  9. krishnaamandali@gmail.com February 9, 2017 at 3:59 pm #

    I was unable to assign the holidays to users or groups. How to do that?

    • JohnCoppedge February 15, 2017 at 2:21 am #

      You assign the business hours to the case, which inherits the holidays and determines support hours for that case- that will come up a lot more later on in the guide as well.

      • rajashekaravuthu February 15, 2017 at 5:46 pm #

        Hi John,
        I am using developers addition I tried all the options with 0,keeping fields empty but i am unable to get No hours displayed for weekends.

        • JohnCoppedge February 15, 2017 at 11:53 pm #

          Delete the value in the to and from for the day of week within the business hours and it will establish none for that day

      • vivekrathi7 March 15, 2017 at 6:17 pm #

        Hi John,
        In my org, Reps from middle east need to have Friday & Saturday as weekend; while Reps in other countries have Saturday & Sunday. I guess such customization is possible through combination of holidays & business hours. However, how do I assign it to specific group of users? Or is this feature only applicable for case escalation rules?

        • JohnCoppedge March 17, 2017 at 1:58 am #

          Yeah you would create different business hours for each group – the case and escalation gets assigned to the business hours (not the user) … gets discussed more in service cloud

  10. sandhyamenon28 September 6, 2016 at 5:32 pm #

    Hi John,
    How do I associate the holidays with the two teams having different business hours. How can I connect holidays and business hours section

    • JohnCoppedge September 14, 2016 at 1:07 am #

      Click on the business hours record, then scroll down to the holidays section

      • MaryWaz1 October 7, 2016 at 6:34 pm #

        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.

    • sovike@yeah.net December 24, 2016 at 12:23 pm #

      Hi,John

      May I know why i can not delete a business hour?

  11. fredrik.schenatz@eins.se July 5, 2016 at 11:53 am #

    This needs to be more specific “Thanksgiving occurring the 4th Thursday every 12 months, “

  12. Sundari June 22, 2016 at 4:12 pm #

    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

  13. hayirina May 12, 2016 at 11:04 pm #

    My question is how we are going attach business hours to a different teams?
    Thanks!

  14. pam.tozier@colorado.edu May 6, 2016 at 8:36 pm #

    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

  15. pjonnala November 30, 2015 at 4:38 pm #

    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.

    • JohnCoppedge November 30, 2015 at 4:53 pm #

      The primary reference is when a case is created it will reference the default business hours unless otherwise specified.

  16. Judy Shoop September 22, 2015 at 7:51 pm #

    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

  17. prashanttkr6 June 23, 2015 at 4:23 pm #

    My bad… i was of the thought that to make changes to any field, you need to check the box. its otherwise…
    got it, thanks

  18. prashanttkr6 June 23, 2015 at 4:21 pm #

    Hi, Im not able to edit the business hours. Do i need some access to do that ?

  19. Ltcleve@yahoo.com June 10, 2015 at 2:49 pm #

    It was easy, but I am a little confused about the function of Default Business Hours. What is its purpose?

    • JohnCoppedge June 10, 2015 at 11:19 pm #

      They are used in case escalation rules – this will get expanded on in the service cloud section.

  20. hbss1@comcast.net June 7, 2015 at 5:54 pm #

    I liked this exercise working in the Developer community for hands-on practice.

  21. Ankur Jain May 12, 2015 at 2:39 am #

    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.

  22. Dale Thomas April 17, 2015 at 11:10 pm #

    That’s odd. I cleared out the hours and it worked on my instance.

  23. Munira Majmundar April 1, 2015 at 10:16 pm #

    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.

    • Nicolle Visser April 2, 2015 at 12:30 pm #

      Just type 0 and it translates it to No hours

  24. Celine Lerendu Labat March 30, 2015 at 3:29 pm #

    Great ! Thanks

  25. Farzana Hafiz March 29, 2015 at 6:37 pm #

    Great !

  26. Dorothy Narvaez March 16, 2015 at 11:43 pm #

    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?

    • JohnCoppedge March 17, 2015 at 5:45 am #

      Should be ok, instructions don’t make the assumption that you already have a default.

  27. Ramasubramanian Iyer December 26, 2014 at 1:34 am #

    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.

    • JohnCoppedge December 26, 2014 at 11:43 pm #

      Yeah you could use the existing one if it meets the same criteria. The steps are provided in case the hours are not present, but so long as the net result is the same you’re good to go.

  28. Henry Ho December 23, 2014 at 4:27 pm #

    The lesson mentioned “Both teams plan to utilize case escalation rules extensively.”
    >> Where do you define case escalation rules?

    • JohnCoppedge December 23, 2014 at 5:03 pm #

      Escalation rules and case management are discussed in the service cloud section – just need to understand the basics at this point

  29. maria tazi December 23, 2014 at 9:41 am #

    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

  30. Sarah Hintermeyer June 1, 2014 at 8:23 pm #

    Nevermind. I read the directions. 🙂

    • Art van de Belt March 2, 2015 at 3:01 am #

      So how is it done?

      • Art van de Belt March 2, 2015 at 3:14 am #

        Okay.. I deselect 24 hours and leave the field blank… I kept trying to set 12am to 12am… but it must be blank.

  31. Sarah Hintermeyer June 1, 2014 at 8:21 pm #

    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.

  32. Sherry Larsen-Holmes May 22, 2014 at 7:38 pm #

    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?

    • JohnCoppedge June 10, 2014 at 9:17 pm #

      They apply to the case escalation process – this will get covered in more detail in the service cloud section.

  33. Vicky Clay March 16, 2014 at 10:28 pm #

    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.

    • JohnCoppedge April 26, 2014 at 10:58 pm #

      Hi Vicky, that’s the goal of the scenario-based exercises. I will see if I can clarify that a bit in the language. Thanks for the feedback.

  34. PHILIP STRANGE March 9, 2014 at 9:21 pm #

    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?

    • JohnCoppedge March 13, 2014 at 4:55 am #

      Yes – you set up two business hours: one for business, one for consumer. When case routing rules are configured, the biz hours can be automatically selected for the case.

  35. John Buckley March 6, 2014 at 4:34 am #

    Argh! I spent 30 min trying to figure out how to set escalation rules for the 4th Thursday of November!

    • JohnCoppedge March 6, 2014 at 1:55 pm #

      Hi John – yes case escalation is covered in the service cloud section… simply establishing the rules in this section.

  36. Paul Goggin March 2, 2014 at 8:05 pm #

    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

    • JohnCoppedge March 6, 2014 at 1:54 pm #

      Hey Paul – yes this does get covered later on. Biz hours are tied to the case, which is what initiates case escalation.

  37. Noel O Riordan February 19, 2014 at 9:17 pm #

    Sorry my bad. Found it by going into each individual Business Hours record.

  38. Noel O Riordan February 19, 2014 at 9:13 pm #

    Hi John,

    How do you associate the holidays with the Business Hours?

    Thanks
    Noel

  39. Shashin Nagarcenkar February 12, 2014 at 3:43 pm #

    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?

    • JohnCoppedge February 19, 2014 at 5:49 am #

      If both teams want to use escalation rules, then they will both need business hours to be configured. This is essentially a hint to that end.

  40. James Dove December 3, 2013 at 8:23 pm #

    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’?

    • JohnCoppedge December 5, 2013 at 2:23 am #

      Hi James

      1. Good point – removed this, it is redundant.
      2. I believe one of them has to be the default – but no I wasn’t singling one of them out specifically.

      Cheers,

      John

  41. Terri November 11, 2013 at 8:56 pm #

    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?

  42. kcoop July 15, 2013 at 8:33 pm #

    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.

  43. kcoop July 15, 2013 at 5:22 pm #

    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?

    • JohnCoppedge July 15, 2013 at 5:48 pm #

      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?

    • Viday August 4, 2015 at 3:30 pm #

      Hi John,
      How do you get the weekends to show 0 hours, please. I am using the developer org and it keeps showing 24 hours

      • Celso_Garcia August 12, 2015 at 4:23 pm #

        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.

        • Heidi Hopkins August 20, 2015 at 2:28 am #

          I just had the same issue – blank out both time fields and it will update to no hours.

        • Gnana Cherlopalle March 10, 2016 at 3:08 pm #

          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.

      • larissa0 July 29, 2016 at 7:56 pm #

        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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