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            Configure General Support Settings for Service Cloud

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            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.

            See Also

             
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