Horizon Solar Energy needs to implement a dedicated Field Service Escalation workflow for handling on-site equipment failures alongside its standard Customer Inquiries process. The Field Service Escalation workflow requires a customized lifecycle with a unique set of Case Status values. Which two configuration steps must the Salesforce Administrator complete to implement this requirement? (Choose 2 answers.)
- Create a new Support Process that selects the specific Case Status picklist values required for the escalation lifecycle.Answer
- Create a new Case Record Type and associate it with the newly created Support Process.Answer
- CAssign the Case Status picklist values directly to the new Case Page Layout.
- DConfigure profile field-level security settings to make the new Case Status values visible.
Answer
To configure a customized Case lifecycle with distinct Case Status values, the administrator must first create a Support Process containing the required status values, and then create a Case Record Type that references that Support Process.
On the Case object, the Case Status field values are driven by a Support Process. Creating a dedicated Support Process allows administrators to select the specific status values for a given business lifecycle. Once the Support Process is established, a Case Record Type must be created and linked to that Support Process so users can apply it when creating or editing cases.
Step-by-Step Solution
Key Concept
Support Processes and Case Record Types Dependency