1. From Setup, enter Business Hours in the Quick Find box, then select Business Hours.
2. Click New Business Hours.
3. Type a name for the business hours.We recommendusing a name that will remind users of a location or time zone whenthey view business hours on a case, entitlement process, or milestone.For example, if your business hours are for a support center in SanFrancisco, you could use the name San Francisco BusinessHours.
4. Click Active to allow users to associatethe business hours with cases, escalation rules, milestones, and entitlementprocesses.
5. Optionally, click Use these business hours asthe default to set the business hours as the default businesshours on all new cases.Default business hours on casescan be updated with business hours on escalation rules if the casesmatch escalation rule criteria and the rule is set to override businesshours.
6. Choose a time zone to associate with the business hoursin the Time Zone drop-down list.
7. Set your business hours for each day of the week.If your support team is available during the entire day everyday of the week, select the 24 hours checkbox.Choose the start and end times for the business hours. If thetime you want isn’t available, click the field and type itin.Leave the business hours start and end times blank and the 24 hours checkbox deselected to indicate that the supportteam is not available at all that day.
8. If your support team is available during the entire day everyday of the week, select the 24 hours checkbox.
9. Choose the start and end times for the business hours. If thetime you want isn’t available, click the field and type itin.
10. Leave the business hours start and end times blank and the 24 hours checkbox deselected to indicate that the supportteam is not available at all that day.
11. Click Save.