(Org setup I 3%) Business Hours, Holidays and Fiscal Year Configurations

Question 1

What is business hours and holidays do?

Answer 1

1. determine when users are available to support customer
2. when to escalate a case
3. when to commence the entitlement process and run milestones

Question 2

can multiple business hours be defined?

Answer 2

yes, while one is default

Question 3

where is the business hour case field available?

Answer 3

classic UI

Question 4

what happens during holidays for case escalation?

Answer 4

the holiday time will be excluded from calculation

Question 5

standard fiscal year

Answer 5

follows the Gregorian calendar 12 months and can be configured to start on the first day of any month

Question 6

fiscal year

Answer 6

business year of a company

Question 7

custom fiscal year

Answer 7

custom periods. these impact forecasting, reports and quotes.

Question 8

can you change a custom fiscal year back?

Answer 8

no, the can not be deactivated the can only be customized to look like standard fiscal years from then on

Question 9

what happens when you enable custom fiscal year to forecasts and quotas?

Answer 9

all existing forecasts and quotas from the first period of that year forward will be deleted. but forecasts for periods before the beginning of custom fiscal year will not be