An administrator needs to establish a customized case lifecycle for a vendor inquiry team that requires a specific subset of Case Status values. Which two steps must the administrator complete to implement this requirement? (Select 2 answers)
- Create a new Support Process that defines the selected Case Status values.Answer
- Create a new Case Record Type and associate it with the new Support Process.Answer
- CConfigure the Case Status picklist values directly within the Case Page Layout properties.
- DAdd a Case Assignment Rule to dynamically assign the Case Status based on the user's profile.
Answer
The administrator must create a new Support Process containing the required Case Status values and then create a new Case Record Type associated with that Support Process.
To customize Case Status values for different business processes on the Case object, an administrator must first create a Support Process to select the acceptable status values. Next, the administrator creates a Case Record Type and links it to that Support Process so that users creating or editing records under that Record Type see the correct status picklist options.
Step-by-Step Solution
Key Concept
Prerequisite relationship between Support Processes and Case Record Types