Make Time-Based workflow triggers honor the Business Hours setting - Ideas - Salesforce Trailblazer Community
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Make Time-Based workflow triggers honor the Business Hours setting

Process Automation

Contrary to what a Salesforce employee mentioned in Idea Exchange item #3470, Time-based workflow triggers were released WITHOUT honoring the business hours setting, but instead is completely calendar based. While having multiple calendar support based on other criteria would be nice, at the very least it should support the Business Hours setting as do Escalations, with the option to ignore them for appropriate time-based actions. Having this option would, at the very least, support more sophisticated business rules such as when a case is put into a "Confirm Resolved" status, have a time-based workflow that would trigger 8 business hours later which would automatically close the case. This would support the rule that you do not close cases, but instead put them in a special status awaiting the customer to comment, and if there is no comment then go ahead and close. Not having this honor business hours means the workflow trigger could end up prematurely closing cases on a Saturday if there are no business hours provided on weekends.

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Latest Comment from Salesforce

  • Jason Teller - 1 year ago

    Thank you for your recent comments on this idea. Our current investments in Lightning Flow and the related Flow Builder result in a number of tradeoffs, which means that this item is in our backlog but not in our short term roadmap. We do hope to get back to this item at some point, but in the meantime formulas can often be used to provide the necessary date calculation for business hours.
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