Loading
Ongoing maintenance for Salesforce HelpRead More
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report

            Manage escalations and set realistic milestones by enabling Business Hours Age in Case reports. Business Hours Age helps in the accurate tracking of the age of a case. It helps calculate the age of a case based on your business hours and not based on the number of calendar days.

            Required Editions

            User Permissions Needed
            To set up cases for Lightning Experience:

            Manage Cases

            AND

            Customize Application

            Enable the Business Hours Age feature to expose the Business Hours field on applicable case objects and reports.

            1. From Setup, enter and select Business Hours.
            2. Set your working hours. For Business Hours Age to work, your working hours must be less than 24 hours.
            3. Click Activate.
            4. Select the Make Business Hours Default checkbox, and save your work.
            5. Go to the case report you want to track Business Hours Age for and click Edit.
            6. Enter and select Business Hours Age as a value in columns, then save the case report.
              Note
              Note

              • The Business Hours Age field won't be available for custom report types built on a case object or for any other objects even after enabling the Case Duration or Age in Business Hours feature.

              • If a user can't use the Closed Date/Time field because of field-level security or field accessibility, then this field won't be available.

              • The Business Hours field is a reporting field that is not editable at the record level and can't be used as a filter or bucket field on a report.

              • The regular Age field will still be visible in Case object reports even after enabling the Case Duration or Age in Business Hours feature.

             
            Loading
            Salesforce Help | Article