Configure General Support Settings for Service
Cloud
Set up business hours and support holidays in Salesforce, and update case
management settings to streamline your customer support processes.
Required Editions
- Customize Support Settings
Support settings can help you automate case management. Choose email templates, default case owner, case notifications, and more.
- Set Business Hours
Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.
- Set Up Support Holidays
Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times.
