We were integrating the Salesforce setup for our client, a multinational company with offices in different countries around the globe. The company provides 24/7 customer support, but different support teams handle queries in their respective time zones. The company also has customers who know languages other than English, like Spanish and Japanese.
To ensure smooth customer support operations, we need to set up Business Hours, Time Zones, and Language preferences in Salesforce.
Now, let’s understand how to set up Business Hours, Time Zones, and Languages in Salesforce.
Set Business Hours in Salesforce
The Business Hours in Salesforce specify when the support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.
Follow the below steps to set the business hours in Salesforce.
1. Navigate to Salesforce’s setup page, go to the Quick Find box, search, and select Business Hours.
2. Click the New Business Hours button in the setup window.
3. Enter the label for the new business hours. It is suggested that the name be entered according to the geographic location so it can identify the business hours on a case or entitlement process.
In this example, we have labeled business hours for Japan’s support center as Business Hours Japan.
4. Check the Active checkbox.
5. You can also set the business zone as default by selecting the checkbox ‘Use this business field as the default.’
6. In the Time Zone field, select the region where you must set the business hours.
7. In the Business Hours section, select the time duration of hours for the start and end of the day. If the support team is available during the entire day every day of the week, select the 24-hour checkbox.
Set the start and end times blank and uncheck the 24-hour checkbox to show the company holiday or unavailability of the support team.
8. At last, click on the Save button.
This way, you can set the business hours for the support team’s multiple locations in your Salesforce org.
Set Timezone and Language in a Salesforce org.
As discussed in the setup requirements, the support teams are located in different locations, meaning the time stamp fields ‘created at’ or ‘modified at’ will differ.
The company also has customers based in non-English-speaking nations like Japan and Spain. We also have to set the languages for them.
We must set different time zones for this according to the teams’ locations. Now, we will discuss setting a timezone and language in Salesforce.
We will discuss to setup the timezone and language settings for organization-specific and user-specific.
Set the Timezone for the Organization in Salesforce
To set the organization’s timezone, navigate to Salesforce’s setup page and follow the below steps.
1. Search and select company information from the Quick Find box on the setup page.
2. In the company information setup, click on the Edit button.
3. Scroll down to the section Locale Settings, where we can change the language and time zone from the fields Default Language and Default Time Zones.
4. At last, click Save to apply the changes.
This will be the default time zone for new Users added to your organization. However, existing Users will continue to have their time zone settings defined individually.
Set the Timezone for the Users in Salesforce
To set the user’s timezone, navigate to Salesforce’s setup page and follow the steps below.
1. Go to the Quick Find box and search, then select Users.
2. In the user’s setup window, click the Edit button adjacent to the user name.
3. On the user setup window, scroll down to the Locale settings and set the Time Zone and Language for the selected user.
4. Click the Save button to apply the user’s time zone and language settings.
Now, we can see the updated Timezone and Language in the User details section.
This way, we can follow the above steps to update the Timezone and language for the user and the company in Salesforce.
By now, you will be able to set up or change the user and company-specific business hours, time zones, and language in your Salesforce instance.
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
