Ursa Major Solar has its business hours set from 9:00 AM to 5:00 PM for...

Salesforce allows for the creation of multiple Business Hours records to support global teams working in different time zones. To solve the requirement for Ursa Major Solar, the Platform Administrator should create two distinct sets of business hours: one for " Pacific Support " (9 AM - 5 PM PT) and one for " Eastern Support " (9 AM - 5 PM ET). This is essential because Business Hours are used by the system to calculate escalation rules and milestones correctly. For example, an escalation rule for an Eastern-based case 1should start counting at 9 AM ET, not 9 AM PT. Adjusting the current record to " accommodate " both (Option A) would result in a 12-hour window that doesn ' t accurately reflect either team ' s true availability. Users cannot manually set their own business hours (Option B) in a way that affects system automation. Creating one set per time zone ensures that the support team ' s performance metrics and automated routing are accurate and localized.