How can we ensure that case SLAs, including entitlements and milestones, are calculated based on each customer's local business hours, given that our customers are located across multiple time zones worldwide?
#Customer Service
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!!
