In this example I will show you how to use customer service and holiday schedules to configure a SLA so that the Resolve Date is set to two working days after the creation date. It will apply Monday to Friday and takes account of holidays. You can see below that the SLA references a customer service schedule called “Mon to Fri”
To test this I have made the SLA active and set it as the default SLA. Now when I create or update a case the Resolve By date is populated as two working days after the creation date.
The example above has observed the holiday schedule and has not include the November 5th in its calculations.