1. Go to Setup (  ) > Organization > Business Hours.
2. On the Business Hours page, click Add Business Hour.
   If you have already created a business hour, click New Business Hour in the upper right area.
   
   
3. In the New Business Hour Details section, do the following:
   
• Enter a Name for the business hour. For example, New York Office or Eastern Daylight Time NY
  
• Select the Time Zone from the drop-down list
  
• In Holiday List, click New Holiday List.
  If you have already created a holiday list, select the Existing Holiday List.
  
• In Holiday list, a maximum of two holiday lists can be selected.
• Specify the Operational Hours, you can select either one:
  
  • Always 
    
  • Specific Working Hours
    
  • Custom
    
• Drag the top or bottom of the time block (green bar) to customize the start or end time.
  Click the Close icon ( X ) on the time block to remove hours from a day.
  
4. Toggle Associate Holiday List.
   
5. Create New Holiday List.
   If you have already created a holiday list, click Associate Existing Holiday List.
   
   
   
   
6. On the holidays window, do the following:
   
• Enter a Name for the holiday list.
  
• Click on a date in the calendar, enter a name for the holiday and then click Add.
  You can select multiple dates as a range for adding extended holidays.
  Click on a date again to add more holidays to this list.
• Click Save Holiday List to return to the Business Hour page.
  
7. Click Save.
   

Creating Holiday List

Associating a Holiday List to Business Hour

Business hours can be associated with holiday lists to ensure tickets, SLAs or pending activities are escalated only during the operational hours that can prevent delays due to unavailability of support agents. The days that are marked as holidays will be excluded while setting due dates and triggering escalations for SLAs, Blueprint, and time-based rules. You can create holiday schedules for multiple regions or time zones for eg., US holiday list, UK holiday list,  Australia holiday list, etc. which can be associated with the respective business hours. 

Note

1. A business hour can be associated with two holiday list.
   
2. A holiday list can be associated with more than one business hour.

To associate business hours to holidays

1. Go to Setup > General > Business Hours > Holiday Lists.
   
2. Click the Edit icon (  ) corresponding to the holiday list you want to associate with business hours.
   
3. On the Edit Holiday List page, toggle Associate Business Hours.
   
4. Select the business hours you want to associate from the drop-down menu.
   
5. Click Save.
   

Behavior of SLAs with Business Hours

1. Go to Setup (  ) > Organization > Business Hours.
2. On the Business Hours page, move your mouse pointer over the business hour you want to deactivate.
   
3. Click the On toggle to Off on the business hour.
   
4. Click Save.
   The business hour will be deactivated and moved to the Inactive list.