Set up a holiday schedule

Avoid having your service level agreements (SLAs) affected when your service organization is closed by creating a holiday schedule and adding it to your service calendar.

For example, if your service organization has an 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 affected by the holiday closure.


This feature was introduced in CRM Online Spring '14 update and in CRM 2013 Service Pack 1 (on-premises).

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.

  2. Go to Settings > Service Management.

  3. Click Holiday Schedule.

  4. Click +New and in the Create Holiday Schedule dialog box, enter a name and description for the holiday, and then click Create.

  5. In the list of holidays, click the holiday you created.

  6. When the holiday is open, click New to add the holiday to your customer service calendar.

  7. In the Add a Holiday dialog box, specify the name and select the time of the holiday, and then click OK.

The holiday is created and associated with your customer service calendar. After 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)

Applies To

Dynamics CRM 2013

Dynamics CRM 2015

Dynamics CRM 2016

Dynamics CRM Online