ADM-201 · Question #175
Ursa Major Solar has Its business hours set from 9:00 AM to 5:00 PM for the reps that are on Pacific Time. "The reps on eastern Time need business hours set to start 3 hours earlier to cover for…
The correct answer is C. Create one set of business hours per time zone. To support reps in different time zones with varying business hours, the administrator should create distinct sets of business hours for each required time zone.
Question
Ursa Major Solar has Its business hours set from 9:00 AM to 5:00 PM for the reps that are on Pacific Time. "The reps on eastern Time need business hours set to start 3 hours earlier to cover for support. How should an administrator solve for this Issue0
Options
- AAdjust the current business hours to accommodate the Eastern Time Zone.
- BAllow the reps to set business hours manually.
- CCreate one set of business hours per time zone.
- DSet temporary business hours for each time zone.
How the community answered
(28 responses)- A4% (1)
- B18% (5)
- C71% (20)
- D7% (2)
Why each option
To support reps in different time zones with varying business hours, the administrator should create distinct sets of business hours for each required time zone.
Adjusting the current business hours would change them for the Pacific Time reps as well, not allowing for distinct hours for Eastern Time reps.
Reps cannot manually set system-wide business hours; this is an administrative configuration that impacts automated processes like escalation.
Salesforce allows the creation of multiple sets of business hours, each with its own operating times and associated time zone, which can then be assigned to different support processes or users to accurately reflect their working schedules. This ensures that Service Cloud features like escalation rules correctly apply based on the specific team's business hours.
"Temporary" business hours are not a standard feature; the solution requires creating permanent, distinct business hour records.
Concept tested: Multiple business hours configuration
Source: https://help.salesforce.com/s/articleView?id=sf.cases_bh.htm&type=5
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