About Time Zones
There are various customer dashboards used within the service areas of the application that allow a user working with a customer, such as a live phone conversation, to see information about that customer, including their current time.
The calculation of Service Level Agreements. For example, if a customer is guaranteed a response within a certain number of hours, it is important to understand the time zone of the customer to accurately calculate how long the issue has been open or waiting a response.
Integration with other systems. For example, consider integration with Microsoft Exchange for calendar items. Without a common understanding of time zones, meetings may appear to shift as they are synchronized between the two systems.
In general, time zones are updated in every major Siebel CRM release, including every Innovation Pack. However, time zones change due to legislative reasons on a regular basis. For example, the United States changed the start and end dates for Daylight Savings Time (DST) in 2005. Other countries make more frequent and irregular changes, such as Brazil, which moves the DST transition date around based on Mardi Gras.
If any of these types of concerns are relevant to your implementation, ensure that Time Zones are updated regularly.