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ADM-201 · Question #211

Universal Containers fs trying to Improve the user experience when searching for the right status on a case. The company currently has one support process that is used for all record types on cases…

The correct answer is C. Review which status choices &re needed for each record type and create support processes for. To improve the user experience by showing only relevant Case status values for different case types, the administrator should create multiple support processes and assign them to specific record types.

Submitted by daniela_cl· Apr 18, 2026Service and Support Applications

Question

Universal Containers fs trying to Improve the user experience when searching for the right status on a case. The company currently has one support process that is used for all record types on cases. The support process has 10 status values. Service reps say they never need more than five depending on what kind of case they are working on. How should the administrator improve on the currant implementation?

Options

  • ACreate a Screen Flow that shows only the correct values for status and surface the flow in the
  • BEdit the status choices directly on the record type.
  • CReview which status choices &re needed for each record type and create support processes for
  • DReduce the number of case status values to five.

How the community answered

(40 responses)
  • A
    3% (1)
  • B
    10% (4)
  • C
    80% (32)
  • D
    8% (3)

Why each option

To improve the user experience by showing only relevant Case status values for different case types, the administrator should create multiple support processes and assign them to specific record types.

ACreate a Screen Flow that shows only the correct values for status and surface the flow in the

While a Screen Flow could be built to manage status, it is an over-engineered solution for picklist value restriction, which is natively handled by support processes and record types.

BEdit the status choices directly on the record type.

Status choices for Cases are controlled by Support Processes, not directly editable on the record type itself.

CReview which status choices &re needed for each record type and create support processes forCorrect

The administrator should review the required status values for each case type, then create multiple support processes, each containing only the necessary subset of status picklist values. These specific support processes can then be assigned to the corresponding record types, ensuring users only see relevant status options.

DReduce the number of case status values to five.

Reducing the total number of case status values to five would not allow for different subsets of choices based on the case type or record type.

Concept tested: Salesforce Support Processes and Record Types

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

Topics

#Record Types#Support Processes#Picklist Configuration#Case Management

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