#Customer Service15 diskutieren mit

The 50 records per page limit in the Command Center / Shift Manager view is a standard platform pagination ceiling within Salesforce Workforce Engagement / Service Cloud. Unfortunately, the page size dropdown (10, 25, 50) is hardcoded into the component layout, so there isn't an administrative setting or metadata toggle available to increase that threshold past 50. 

If your managers need to view and reassign all 60 agents in a single interface without toggling pages, the best workaround is to build a filtered custom list view or report on the underlying Service Resource or Shift Assignment object, where standard list views support up to 200 records per page. You could post this on the Salesforce IdeaExchange to request extending the pagination limit for future releases.

This typically occurs when Flow Builder unexpectedly duplicates resource text or references during the validation assessment. To resolve this, carefully review your flow elements and formula resources to ensure that labels, variable references, and text templates do not contain duplicated strings or overlapping inputs that might trigger the validation failure.

Recreating the specific text resource or formula from scratch rather than duplicating or copy-pasting it often clears out hidden markup duplication. Once rebuilt and saved as a new version, re-run the challenge validation to successfully complete the Agent Configuration step.

Hi @Shruti Jain

The best approach is to use Salesforce Business Hours with Entitlement Management.

Create separate Business Hours for each customer region/time zone (e.g., US, UK, India), including working hours and holidays. Then use Flow or Apex to assign the appropriate Business Hours to the Case based on the customer's location.

For milestone calculation, Salesforce follows this hierarchy: 

Milestone → Entitlement Process → Case Business Hours.

Therefore, if the SLA needs to vary by customer location, configure the correct Business Hours on the Case and avoid overriding them at the Entitlement Process/Milestone level.

This ensures that Entitlement and Milestone timers count only the customer's applicable business hours, including holidays and time-zone differences.  

Hope This Helps!!

Hi Vadim,

Case Assignment Rules don't natively understand an employee's work schedule or whether a user is currently working.

A common approach is to maintain a simple Support Availability/Schedule object or fields that indicate whether a support analyst is available for assignment. Your assignment logic can then check that availability before assigning the Case.

If you're using a custom assignment process, Apex can query the available analysts and assign the Case accordingly. You could also maintain separate queues for different shifts and route Cases to the appropriate queue rather than directly to individual users.

For a small support team, queues plus a simple availability mechanism are usually easier to maintain than building a full scheduling system.