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https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_businesshours.htm#:~:text=Escalation%20rules%20only%20run%20during%20the%20business%20hours,default%20time%20zone%20specified%20in%20your%20organization%27s%20profile.
https://trailhead.salesforce.com/en/content/learn/projects/create-a-process-for-managing-support-cases/create-an-escalation-rule
Select Set business hours. Click and select Default. Select When case is created. Click Save. Now enter escalation action details. Under Escalation Actions, click New. For …
https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_businesshours.htm
https://developer.salesforce.com/docs/atlas.en-us.220.0.api.meta/object_ref/sforce_api_objects_businesshours.htm
Escalation rules only run during the business hours with which they are associated. To set business hours to 24-hours a day, set the times from midnight to midnight (00:00:00 ~ 00:00:00) on each day. By default, business hours are set from 12:00 AM to 12:00 AM in the default time zone specified in your organization's profile.
https://shreysharma.com/escalation-rules/
Business Hours criteria for the rule entry. It specifies the hours on which the support team is available to serve customers. It makes the escalation process more accurate. Business hours help organizations set the working time of support teams of different locations and different time zones which makes it easy to calculate the time related to cases.
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