Final answer:
The Case Resolution form uses field types such as Option Set for selecting a resolution type, Text Field for detailed resolution notes, Date and Time fields for recording resolution completion, Lookup fields for related records, and Two Options fields for simple binary choices like resolved/unresolved.
Step-by-step explanation:
The Case Resolution form typically uses various field types to capture information necessary for resolving customer service cases effectively. These fields can include:
- Option Set: This field type allows users to select a resolution type from a predefined list of options, such as 'Problem Solved', 'Information Provided', 'Customer Follow-up Required', etc.
- Text Field: This field is used for entering a description or notes about the resolution, providing details on how the case was resolved.
- Date and Time: To record when the resolution was completed.
- Lookup: In some systems, this field type might reference other related records or entities that are part of the resolution process, like linking to a knowledge article or related case.
- Two Options: A simple yes/no or resolved/unresolved type of field may also be present.
These field types help in documenting the resolution details systematically and assist in analytics and reporting of case management processes.