Let's start with an example. Sara Bareilles is working as a support agent in a company. She is resolving an ample amount of cases per day, and the response time for every case is 3 hours. Now, she is worried because April 18 is a holiday for Good Friday and if cases come in on that day, they will be escalated to the manager.
Holiday settings define that your organization is not working on that day. If some cases are raised on that day and waiting for a service agent response, Salesforce will not count that day as a working day and the case will not be escalated.
To set up the holiday settings for your organization, follow these steps:
Navigate to Setup | Administer | Company Profile | Holidays.
Click on the New button.
Enter data in the Holiday Name, Description, Date, and Time fields. You can set recurring holidays as well. To do that, select the Recurring Holiday checkbox and fill in the Frequency, Start Date, and End Date fields:
Click on Save...