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Difficulty: EasySupport Processes and Case Record Types

A Salesforce administrator needs to configure a new record type on the Case object for a specialized Onboarding Support team. The Onboarding team requires a distinct lifecycle with a unique subset of Case Status picklist values.

Which administrative action must be taken prior to creating the new Case Record Type?

  1. Create a custom Support Process containing the required Case Status picklist values.Answer
  2. B
    Assign the Case Status picklist values directly to the Onboarding team's User Profiles.
  3. C
    Configure a Case Assignment Rule to automatically populate the Case Status based on record creation.
  4. D
    Enable Chatter Feed Tracking for the Case Status field prior to record type creation.

Answer

Create a custom Support Process containing the required Case Status picklist values.
In Salesforce, the Case Status field represents the support lifecycle and is uniquely governed by Support Processes. Before creating a Case Record Type with specific status picklist values, an administrator must first create a Support Process containing those values.

Step-by-Step Solution

1
Identify the prerequisite configuration steps for Case Record Types.
Recognize that Case Status is controlled by Support Processes.
The Case Status field cannot be customized directly per record type without an underlying Support Process that defines the available lifecycle stages.
2
Define the setup order.
Create the Support Process first, select the needed status values, and then associate the Support Process when creating the Case Record Type.
Salesforce mandates that a Support Process exists before a Case Record Type can be created and linked to it.

Key Concept

Support Process Prerequisite for Case Record Types
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Topics

Support Processes and Case Record Types

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