Business hours setup and its effect

Business hours are the hours of the day in which business is generally conducted. These are especially applicable for the customer support team to track the operating hours of the customer support. For your Salesforce organization, you can configure multiple business hours. Business hour settings apply to case-related information about escalation rules and case milestones in the entitlement processes.

Once the business hours are set, they can be used to set the time at which a support team will be available to work on the case. Business hours can also be specified when making the escalation rules. Setting the business hours on the escalation rules, results in the case getting automatically updated and escalated when the escalation rules are within the time and location of the rule.

Let's assume that your organization's working hours are from 8:00 a.m. to 5:00 p.m. and a case is raised at 4:00 p.m. The escalation time for this case is 2 hours if...