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We are using process builder to escalate a case and send email notifications to specific queues. The escalation works using scheduled actions...i.e. after 1 hour send email, after 2 send another email to another queue, after 3 hours send another email to another queue. This works fine.

However, we have business hours defined and is there a way for the scheduled actions in process builder to take into account the business hours?

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  • Why not use Escalation Rules?
    – sfdcfox ♦
    Commented Oct 22, 2018 at 19:51

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Apparently, there's an idea to use Business Hours in Process Builder. For now, consider using an Escalation Rule, which can use business hours, and is capable of emailing users/queues and assigning records to new owners, if necessary.

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  • thanks for the response. I thought case escalation rules do not use business hours? I was mistaken. Thank you for the clarification.
    – Dman100
    Commented Oct 23, 2018 at 0:10
  • @Dman100 yes, each rule entry can use business hours.
    – sfdcfox ♦
    Commented Oct 23, 2018 at 0:14

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