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Configure Business Hours, Working Days, and Roles

Learning Objectives

After completing this module, you’ll be able to:

  • Set up working hours and company-wide holidays.
  • Enable action plan task assignment to roles.

Set Business Hours

When you set business hours, you’re telling action plans to avoid nonworking hours, company holidays, and other nonworking days for deadline calculation and task completion. Handy!

Both Ryan and his client associate, Srilakshmi, work out of Cumulus Bank’s headquarters in Pittsburgh, Pennsylvania. Since wealth management works there too, Matt sets up business hours for that location.

Here’s what Matt does.

  1. Click Setup and then Setup.
  2. In the Quick Find box, enter business hours, and then select Business Hours.
  3. Next to the default record, click Edit and set your time zone. Matt selects Eastern Standard Time.
  4. Wealth Management at Cumulus works Monday through Friday, 8:00 AM to 4:00 PM. Matt makes these changes in the Business Hours section.
    1. For Monday, enter 8:00 AM as the start time, and 4:00 PM as the end time.
    2. Deselect 24 hours.
    3. Repeat the steps for Tuesday through Friday.
    4. As Saturday and Sunday are nonworking days, keep their start and end times blank.
      Business Hours section with start and end times set for Monday until Saturday.
  5. Click Save.


For deadline calculation (where Salesforce skips nonworking days), Action Plans considers any day with any amount of working time to be one complete working day.

Set Up Company-wide Holidays

Next, Matt sets up company-wide holidays. Business hours and escalation rules are suspended during holidays, and the team can enjoy a well-deserved break.

  1. Click Setup and then Setup.
  2. In the Quick Find box, enter holiday, and then select Holidays.
  3. Click New.
  4. Martin Luther King Jr. Day is observed as a holiday at Cumulus. Matt adds the details in the Holiday Detail section.
    1. In the Holiday Name field, enter Martin Luther King Jr. Day.
    2. The holiday is observed on the third Monday in January. This year, it’s on the 17th. So in the Date field, select 1/17/2022.
    3. Select All Day.
    4. Deselect Recurring Holiday. Action Plans doesn’t consider recurring holidays when determining the nonwork days to skip when calculating task completion dates.
      The Holiday Detail page.
  5. Click Save.

Create Account Teams and Roles

Ryan would like to assign action plan tasks to specific roles. To enable this, Matt sets up account teams and roles. What’s an account team? It’s a group of users who work together on a client.

Matt then assigns the people who play those roles for a client. When a user creates an action plan from a template at run time, FSC resolves the role to a user and assigns the task to that user.



When two or more users share a role, Salesforce assigns the task to the creator of the action plan.

Ryan plans to create an action plan template for the periodic financial review meetings. He writes down the following account team and roles. 

Ryan Wealth Manager
Srilakshmi Client Associate

After Matt enables account teams and adds these roles, Ryan and Srilakshmi will be part of an account team that can seamlessly work together on financial plans for their clients.

Matt starts by enabling account teams.

  1. Click Setup and then Setup.
  2. In the Quick Find box, enter account teams, and then select Account Teams.
  3. Click Enable Account Teams.
  4. Select Account Teams Enabled and then Save.
  5. Select the required page layouts in which to include the account teams list component.
    For Rachel and clients like her, Matt selects the individual, household, policyholder, and retail client pages.
    The Page Layout Selection page for Account Team with layouts household, individual, policyholder, and retail client selected.
  6. Click Save.
  7. Click Team Roles.
  8. Update the list of team roles to match business requirements.
    Matt adds Wealth Manager and Client Associate.
    1. Click New.
    2. Enter Wealth Manager and Client Associate in separate lines.
    3. Click Save.
  9. Add account team members in bulk.
    1. In the Quick Find box, enter mass reassign and select Mass Reassign Account Teams.
    2. Select Add an account team member and then click Next.
    3. Search for and select Rachel Adam’s account and then click Next.
    4. Search for Ryan Dobson and add him to the Wealth Manager role.
      The Add an account team member page.
    5. Click Add and then Done.

Matt repeats the steps to add Srilakshmi as a Client Associate.

That’s It, Folks!

With Action Plans in their org, Ryan’s team can run the Wealth Management division like a well-oiled machine. Action Plans is keeping them on track from within the context of their everyday tasks and the clients they’re servicing. And customers like Kiara have noticed. Lately, she’s been recommending Cumulus Bank to her friends and family. Thanks to Action Plans, our all-star team is driving more business than ever.


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