Company Profile: Scenario 1

Scenarios are free-form exercises that are designed to be practiced as if you were the system administrator responsible for an implementation.  Try to solve the scenario in your practice org (see Getting Started – Free if you do not have a practice org).  Once solved, or if you need help, turn the page for the solution.


You work for a computer manufacturer that uses the Service Cloud to provide support to its customers.  The consumer support team is open from 9a-5p, Monday through Friday in your local time zone.  The business support team is open 24×7.

  • Both teams do not work on Christmas.
  • The consumer support team does not work on Thanksgiving (4th Thursday of every November).
  • Both teams plan to utilize case escalation rules extensively.

Success Criteria:

  1. Your test environment is configured to meet the above hours of operations for case escalation for both teams.
Scenario Solution

17 Responses to “Company Profile: Scenario 1”

  1. sandhyamenon28 January 25, 2017 at 7:53 pm #

    Hi John
    Is the clock by default a 24 hr one? or is it configurable? I observed that if we enter 5.00 PM it does not understand, instead if I just write the number 17 it automatically shows 5.00 upon refresh.

  2. bthurber October 26, 2016 at 11:37 am #

    Getting SQL errors on this page when not logged in. Logged in and they went away so probably not a big deal.

  3. Rupesh Jha September 15, 2016 at 12:20 am #

    Hi John –

    For this scenario – Can we go ahead and create 2 different profile i.e. Consumer Support and Business Support . Assign users to these profile and also configure the login hours for this profile . I am not sure if this is going to work since I was not able to find the Holiday setting in this .

    Also with the solution you provided having two different login hours , which other places and how this data can be used.

    Appreciate your response on this.

    • JohnCoppedge September 15, 2016 at 2:39 pm #

      Check the scenario solution (don’t want to give it away in the comments)- but profile does not drive business hours selection.

  4. preference April 23, 2016 at 6:00 pm #

    The only issue I see in the scenario is that these “teams” are not well-defined. I spent a good 15 minutes trying to create a case team/account team and trying to assign them to the business hours. I eventually gave up and looked at the answer and had one of those “duh” moments. Anyway, I understand now that these “teams” are really just represented by the business hours settings.

    • JohnCoppedge April 25, 2016 at 9:47 pm #

      Yes- this scenario was limited to the scope of the materials, as are most in the guide. They are intentionally written in generic terms (e.g. teams).

  5. October 1, 2015 at 10:51 pm #

    Never mind. I found it.

  6. October 1, 2015 at 10:28 pm #

    You have done a good job in narrating the topics in a simple, but precise way. I find it way easy to understand.
    I got the developer account. However, it has following tabs on the top navigation pane:
    – App Cloud
    – Library
    – Tools
    – Community
    – Blog

    I don’t see Sales and Service Cloud. How do I get there to practice?

  7. July 9, 2015 at 10:38 am #

    Hi John, i have signed up for a developer org. The developer org is a Sales Cloud org, right? But a computer manufacturer from Scenario 1 uses the Service (!) Cloud.

    – Can I test this scenario in the developer org (Sales Cloud)?
    – Where I can test the features of the Service Cloud (e.g. Apps, Tabs, Objects, etc)?

    Thank you!

    • JohnCoppedge July 10, 2015 at 7:24 pm #

      A Dev org should have both sales and service cloud enabled- use the sales app for service cloud and the call center app for service cloud.

  8. Joanne Pinto April 17, 2015 at 9:09 pm #

    How do I get into my test environment

  9. Munira Majmundar April 1, 2015 at 10:02 pm #


    It would be helpful if you showed us an actual example (step-by-step) of how to set holidays and business hours. Your video content is too fast and too high level to understand. In order to work on the scenario (w/o looking at the solution), I had to refer to Salesforce help menu.


    • JohnCoppedge April 3, 2015 at 4:41 pm #

      That’s the idea…. there are sections with step by step exercises and some without. If you were to have to solve this in real life for your employer, you could run into the same scenario. The idea is to teach you the basic underpinning and then let you discovery how to put the pieces together. It takes more work up front, but you will retain this far better than if you followed a set of steps. Steps are always there to fall back on.

  10. Roger Grilo March 6, 2014 at 9:03 am #

    as the audience for might be global, may I suggest you write down the exact dates (i.e. Thanksgiving day)

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