Many time-based calculations in Align.ly Beacon are calculated using business hours based on the Business Hours mapped to the Lead/Contact.

Align.ly Beacon leverages Salesforce's native Business Hour definitions and then inside Align.ly Beacon you can map a Business Hour definition to either a Queue or User definition.

Salesforce allows you to create as many Business Hour definitions as you need. A Business Hour definition includes the following:

1. Business Hour Name
2. Time Zone
3. Business Hours for each day of the week
4. Specified Holidays

One item that out-of-the-box Salesforce Business Hours definitions do not include is a mapping to Queues or Users, which is done in Align.ly Beacon.

To create a Business Hour definition in Salesforce, follow these steps:

1. In Salesforce, go to Setup
2. In the Quick Find, search Business Hours
3. Click "Business Hours"
4. Click "New Business Hours"
5. Enter a Business Hours Name
6. Select "Active"
7. Select a Time Zone
8. Configure the Business Hours
9. Click Save
10. After you create a Business Hours definition, you can then click into it and assign Holidays

To map a Business Hour definition to a Salesforce Queue or User, follow these steps:

1. In Salesforce, go to Align.ly Beacon by searching in the App Launcher ("waffle" or "9 dots" icon)
2. Click on the Business Hours Mapping tab
3. Click New
4. Select a Business Hours Name from the drop-down list
5. Select if this Business Hours definition should apply to either a User or Queue
6. Based on your previous selection, write a WHERE Clause to get either the User or Queue records that map to that Business Hours definition.
7. Click Save

Here are some tips and best practices for what we've seen work well.

1. Create a Business Hours definition that cover each time zone in which you assign Leads and Contacts.
2. Align.ly Beacon does support mapping a Business Hour definition to both Users and Queues.
3. We recommend adding a Business Hours picklist field to the User object that maps directly to your Business Hour definitions in Salesforce and is a required field when creating a User record. This makes your User WHERE Clause as easy as writing something like Business_Hours__c = 'Eastern Time (US)'