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Question 220 - Certified Administrator discussion

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Support reps at Cloud Kicks (CK) are reporting that when they try to close a case, the Closed option in the Case Status picklist is missing. CK has asked the administrator to find a solution.

Why are the support reps unable to see the Closed option in the specified piclist?

A.
The Case record type is missing Closed as a picklist value.
Answers
A.
The Case record type is missing Closed as a picklist value.
B.
The Close Case page layout must be used to close a case.
Answers
B.
The Close Case page layout must be used to close a case.
C.
The Show Closed Statuses m Case Status Field checkbox is set to the default.
Answers
C.
The Show Closed Statuses m Case Status Field checkbox is set to the default.
D.
The Support Process being used omits Closed as a status choice.
Answers
D.
The Support Process being used omits Closed as a status choice.
Suggested answer: D

Explanation:

A support process is a feature that allows administrators to define and enforce the stages that a case or work order must go through based on its record type. A support process determines which values are available for the status field for each record type. If a support process omits a certain value for the status field, such as Closed, then users will not be able to see or select that value when working with cases or work orders of that record type.

Reference: https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5

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asked 23/09/2024
Tristan Zerner
45 questions
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