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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.

Required Editions

View supported editions.
User Permissions Needed
To set holidays: Manage Business Hours Holidays

For example, you could create a holiday called New Year’s Day that begins at 8 p.m. on December 31 and ends at 9 a.m. on January 2. Escalation rules and entitlement milestones wouldn’t apply during the holiday.

  1. From Setup, enter Holidays in the Quick Find box, then select Holidays.
  2. Click New, or click Clone next to the name of an elapsed holiday.
    You can only clone elapsed holidays.
  3. Type a name for the holiday.
  4. Type a date for the holiday.
    If you want the holiday to span more than one day:
    1. Select the Recurring Holiday checkbox.
    2. Enter the first day of the holiday in the Start Date field.
    3. Deselect the No End Date checkbox in the End Date field.
    4. Enter the last day of the holiday in the End Date field.
  5. Optionally, you can:
    • Specify the exact times at which the holiday takes place by deselecting the All Day checkbox next to the Time field and entering the exact times.
    • Select the Recurring Holiday checkbox to schedule the holiday to recur during specific dates and times:
      • In the Frequency field, select the frequency at which the holiday recurs. When you click the Daily, Weekly, or Monthly fields, more options display that allow you to refine frequency criteria.
      • In the Start Date and End Date fields, specify the dates during which you wish the holiday to recur.

        The following error message displays if you select a start date and end date that does not correspond with the frequency you selected: The recurring holiday has no occurrence.

  6. Click Save.
  7. Click Add/Remove on the Business Hours related list.
  8. Use the Add and Remove to choose the business hours you want to associate with the holiday. You can associate the holiday with multiple business hours.
Note
Note All users, even those without the “View Setup and Configuration” user permission, can view holidays via the API.
  • Guidelines for Creating Support Holidays
    Holidays let you specify the dates and times your customer support team is unavailable. There are a few guidelines to keep in mind as you set up and work with holidays.

See Also