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Difficulty: EasyPage Layouts and Record Types Assignment

A Salesforce administrator recently configured a new Record Type for high-priority Tier 3 support cases on the Case object. However, support agents assigned to this record type report that an obsolete picklist value still appears in the Case Reason drop-down menu when creating new cases. Which configuration action should the administrator take to remove this specific picklist value for Tier 3 cases without affecting other record types?

  1. Edit the available picklist values directly within the Tier 3 Case Record Type setup.Answer
  2. B
    Deactivate the picklist value globally from the Case Reason field definition in Object Manager.
  3. C
    Create a Permission Set restricting access to the picklist value and assign it to the support team.
  4. D
    Use Dynamic Forms component visibility to hide the Case Reason picklist field from Tier 3 users.

Answer

Edit the available picklist values directly within the Tier 3 Case Record Type setup.
Configuring picklist values within the specific Record Type settings under Object Manager allows administrators to customize which picklist values are available to users for that exact record type without modifying master field definitions or affecting other record types.

Step-by-Step Solution

1
Navigate to Object Manager and select the Case object.
Accesses the object-level settings for Cases.
Record types and picklist settings are configured at the object level.
2
Select Record Types and open the Tier 3 Case record type configuration.
Displays the picklists available for editing for this specific record type.
Each record type maintains its own independent list of enabled picklist values for standard and custom picklist fields.
3
Edit the Case Reason picklist field for this record type and move the obsolete value to the unselected values list.
Removes the obsolete picklist value exclusively from the Tier 3 Case record type.
This updates the available choices for users creating records under this specific record type without impacting other record types or global field definitions.

Key Concept

Record Type Picklist Value Assignment
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Topics

Page Layouts and Record Types Assignment

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