Question

A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement?

Answer 1

A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. The two features would meet this requirement are:

1. Record Types
2. Support Types

Step-by-step explanation:

• Record Types in Salesforce allow you to provide different picklist values, business processes and page layouts to different users. For example, you can create different record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each.
• Support Types are used to add or remove the "status" picklist values. A support process is determined by the the picklist values available in the status of a case record type. We can modify the status field only in a support process as we are unable to customize it on record type.