Does activating the Business Hours Age replace the Case Age? Or will both be available for use?

Question

We are looking at activating the Business Hours Age when we implement Business Hours to our Org. Some of our Business Areas work off of Business Hours and some do not. If we activate the Business Hours Age, does this replace the Case Age or would we have 2 different age fields? I was not able to find anything confirming this. Thank you for any assistance.

Ed Ruzol · Answer

Hi Joseph,

By Case Age, may I know if you are referring to the Age field on a standard Case report? If so, then it won't be replaced by enabling the Business Hours Age field. It would have to be a different field added to the report.

https://help.salesforce.com/articleView?id=Business-Hours-Age-field-behavior&language=en_US&type=1

I hope the information above helps!

Does activating the Business Hours Age replace the Case Age? Or will both be available for use?

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