Create and manage holiday schedules

Avoid having your service level agreements (SLAs) affected when your service organization is closed by creating a holiday schedule and adding it to your service calendar.

For example, if your service organization has an SLA to reply to email cases within two business days, you can create a holiday schedule and add it to your service calendar. Then, if a customer submits an email case on that holiday, your SLA is clear and is not affected by the holiday closure.

Note

With the latest release of Dynamics 365 Customer Service app, holiday schedule in service management is available in the Customer Service Hub. We recommend that you create and manage holiday schedules using the new experience.

Create a holiday schedule (Customer Service Hub)

Follow these steps to create a new holiday schedule:

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    • Follow the steps in View your user profile. Don’t have the correct permissions? Contact your system administrator.
  2. In the Customer Service Hub sitemap, go to Service Management and select Service Terms > Holiday Schedule.

  3. Select New and in the Create Holiday Schedule dialog box, enter a name and description for the holiday, and then select Create.

  4. When the holiday opens, select New in the Holidays grid to add the holiday to your customer service calendar.

  5. In the Add a Holiday dialog box, specify the Name, Start Date, End Date, and Duration of the holiday, and then select OK.

    The holiday is created and associated with your customer service calendar. After the customer service schedule is associated with an SLA, then your SLA during business hours is not affected. More information: Define service level agreements

    holiday-schedule-csh

To resolve any issues with the SLA during holidays, see SLA timer does not pause when its state is changed from InProgress to OnHold on a holiday.

Create a holiday schedule (Customer Service app)

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    • Follow the steps in View your user profile. Don’t have the correct permissions? Contact your system administrator.
  2. go to Settings > Service Management

  3. Select Holiday Schedule.

  4. Select + New and in the Create Holiday Schedule dialog box, enter a name and description for the holiday, and then select Create.

  5. In the list of holidays, select the holiday you created.

  6. When the holiday is open, select New to add the holiday to your customer service calendar.

  7. In the Add a Holiday dialog box, specify the name and select the time of the holiday, and then select OK.

    The holiday is created and associated with your customer service calendar. After the customer service schedule is associated to an SLA, then your SLA during business hours is not affected. More information: Define service level agreements

Additional actions

  • To edit an existing holiday schedule, go to Service Management > Holiday Schedule. The All Holiday Schedules view is displayed. Select the holiday schedule you want to edit from the list of holiday schedules and select Edit in the command bar.

    • You can edit the Name or Description, or add new holidays for the holiday schedule.
    • By default, all the holidays of the current year are displayed. To switch to a different year, select and type the year in the Holidays grid:
  • To print a holiday schedule, select Print Preview in the Holidays section of the holiday schedule.

See also

Create a customer service schedule and define the work hours