What is Business Hour & why it that required?
Define your organization Business hours and associate them while setting up SLA's.
SLA triggers alerts based on your organization Business hours and you can setup this option while creating an SLA.
For more refer Business Hour and SLA.
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How do I notify my Support Agent when a request is assigned?
To notify Support Agent when a request is assigned, Goto Setup > Notification Settings > Notification rules >and select the options as required. For more, refer Notification Rules.
Can I alert support agent when a request is sent for review?
Yes, to enable this option, Goto Setup > Notification Settings > Notification rules >enable the option as required. For more, please refer Notification Rules.
What is Holiday List and how is this useful?
Setup holiday list for your organization, so that it would not count in your organization Business Hours. To create refer Holiday List.
Can I acknowledge contact when a request is received?
Yes, you can acknowledge the customers when a request is received. To enable this option, Goto Setup >Notification Settings >Notification rules >select the option as required. For more, refer Notification Settings.
How to hide Tabs for Support Agents?
To hide tabs for Support Reps, you have to first create a New Profile or Edit the Standard Profile under Setup > Admin Settings > Profiles and remove the tabs that are not required. Now associate this Profile to a Support Agent. Goto Setup > Admin ...