Set up a holiday schedule

Avoid having your service level agreements (SLAs) impacted when you’re service organisation is closed by creating a holiday schedule and adding it to your service calendar.

For example, if your service organization has a 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 impacted by the holiday closure.


For Microsoft Dynamics CRM Online organisations, this feature is available if you’ve applied product updates for CRM Online Spring ’14, or if you’ve installed the CRM Online 2015 Update.

For on-premises CRM organisations, this feature is available if you’ve installed CRM 2013 Service Pack 1, or if you’ve updated to CRM 2015.
Interested in getting this feature? More information:  Find your CRM administrator or support person


  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.


  1. Go to Settings > Service Management. (How do I get there?)
  2. Choose Holiday Schedule.
  3. Choose (+)New and in the Create Holiday Schedule dialog box, enter a name and description for the holiday, and then choose Create.
  4. In the list of holidays, choose the holiday you created.
  5. Once the holiday is open, choose New to add the holiday to your customer service calendar.
  6. In the Add a Holiday dialog box, specify the name and select the time of the holiday, and then choose OK.

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

See Also

Create a customer service schedule and define the work hours

Get started with service management

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