Case Record Types in Salesforce allow you to offer different business processes, picklist values (except the Status field), and page layouts to different users based on their profiles. They enable customization of cases to suit various business needs.
Support Processes are specific to the Case object and control the lifecycle of cases by defining the available values in the Status picklist. Each Support Process corresponds to a different support pathway within your organization.
Case Record Types in Salesforce Vs Support Processes
| Feature | Case Record Type | Support Process |
|---|---|---|
| Purpose | Customize picklist values and page layouts (excluding Status) | Control available Status picklist values for cases |
| Dependency | Depends on Support Process | Must be created before Case Record Type |
| Affects | All picklists (except Status) and page layouts | Only the Status picklist |
Creating Support Processes
Creating a Support Process is essential to define the statuses that will be available for cases under different scenarios.
Steps to Create a Support Process:
- Navigate to Support Processes:
- Go to Setup.
- In the Quick Find box, type Support Processes and select it.
- Create a New Support Process:
- Click New.
- Existing Support Process: If this is your first, select Master.
- Support Process Name: Enter a descriptive name, e.g., Technical Support Process.
- Description: Optionally, provide a description.
- Select Status Values:
- From Available Values, select the statuses relevant to this process and move them to Selected Values.
- For example, include New, In Progress, Escalated, Closed.
- Click Save.
By carefully selecting status values, you tailor the case lifecycle to match the specific needs of different support situations within your organization.
Creating Case Record Types
Case Record Types allow you to customize the case data entry and viewing experience for different user groups.
Steps to Create a Case Record Type:
- Navigate to Case Record Types:
- From Setup, go to Object Manager.
- Select Case.
- Click on Record Types.
- Create a New Record Type:
- Click New.
- Existing Record Type: Select Master or an existing one to clone settings.
- Record Type Label: Enter a name, e.g., Technical Support Case.
- Record Type Name: Auto-populated based on the label.
- Support Process: Select the Support Process you created earlier.
- Description: Optionally, add a description.
- Active: Check to activate the Record Type.
- Enable for Profiles:
- Choose the profiles that should have access to this Record Type.
- Click Next.
- Assign Page Layouts:
- Assign appropriate page layouts to profiles for this Record Type.
- Click Save.
By associating the Record Type with a Support Process, you ensure that users see the correct status values and page layouts tailored to their role, enhancing data consistency and user experience.