An administrator is setting up a dedicated internal IT help desk team alongside the existing customer support department. The IT team requires a tailored case lifecycle with specific status values such as 'Triage' and 'Pending Vendor'. Which two configuration steps must the administrator complete to implement this requirement? (Select 2 answers)
- Create a new Support Process that includes the specific Case Status picklist values needed for IT cases.Answer
- Create a new Case Record Type and associate it with the custom IT Support Process.Answer
- CModify the Case Status field picklist edit matrix directly on the Page Layout without a Support Process.
- DConfigure a Case Assignment Rule to dynamically filter the Case Status field based on user role.
Answer
To establish a distinct case lifecycle with custom status values, the administrator must create a Support Process containing the required Case Status values and then link that Support Process to a newly created Case Record Type.
On the Case object, status picklist options are managed through Support Processes. To present a customized list of status values for IT cases, an administrator must first build a Support Process containing those values and then assign that Support Process when creating the Case Record Type.
Step-by-Step Solution
Key Concept
Prerequisite relationship between Support Processes and Case Record Types