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Question

Difficulty: MediumSupport Processes and Case Record Types

Universal Containers is implementing a specialized Product Returns handling workflow alongside its existing Customer Support operations. The Product Returns team requires a custom lifecycle with a specific subset of Case Status picklist values. Which two configuration steps must the administrator complete to successfully implement this requirement? (Select 2 answers)

  1. Create a new Support Process that selects the appropriate Case Status picklist values.Answer
  2. Create a new Case Record Type and associate it with the custom Support Process.Answer
  3. C
    Assign the custom Case Status picklist values directly within the Case Page Layout editor.
  4. D
    Assign the Support Process directly to user Profiles without creating a Record Type.

Answer

To configure customized Case Status picklist values for a specific team, an administrator must create a custom Support Process containing the required status values, and then create a Case Record Type that references that Support Process.
Configuring customized Case Status values requires establishing a Support Process containing the desired status values and linking that Support Process to a newly created Case Record Type.

Step-by-Step Solution

1
Define the Case Status lifecycle using a Support Process.
A new Support Process is saved with the chosen subset of Case Status picklist values.
Case Status picklist values on the Case object are governed by Support Processes rather than standard record type picklist selection screens.
2
Create a Case Record Type.
The Record Type links the page layout, object picklists, and the selected Support Process together.
A Case Record Type cannot be saved without selecting an existing Support Process.

Key Concept

Support Process and Case Record Type Dependency
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Topics

Support Processes and Case Record Types

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