Adminstrator · Salesforce · Service Cloud

Business Hours Hierarchy in Entitlement Management

Screen Shot 2016-11-30 at 9.18.24 PM.png

 

  • Milestone business process will override the entitlement process, case or work order business hours.
  • If Milestone business hour is empty the Entitlement Process will override Case or work order business hours.
  • If entitlement process hour is empty then case or work order will be used.

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