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Sathees SivaSathees Siva 

48 hours response time and Canadian Holidays calculation

Our goal is to close cases within 48 hours.  Any idea how we can create a formula field that will incorporate weekends and holidays so reps are not penalized for closing cases that are opened on Friday evening or Holidays?

The field needs to be displayed in hours.  

Our business hours are listed below: 

SaturdayNo Hours
SundayNo Hours
Monday9:00 AM to 6:00 PM
Tuesday9:00 AM to 6:00 PM
Wednesday9:00 AM to 6:00 PM
Thursday9:00 AM to 6:00 PM
Friday9:00 AM to 6:00 PM

 
RichaMidhaRichaMidha
Hello Sathees,

Is this resolved? If not please refer the below link:
 https://help.salesforce.com/apex/HTViewSolution?id=000089863&language=en_US
Let me know if it helps.

 
TsvetyTsvety
Hi,

You can set up business hours directly in Salesforce. I used this article to set up the business hours and then the SLAs: http://forcemonkey.blogspot.com/2009/11/calculating-business-hours.html