ADM-201 Question #372: Real Exam Question with Answer & Explanation

Question

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?

Options

• AThe Case record type is missing Closed as a picklist value.
• BThe Close Case page layout must be used to close a case.
• CThe Show Closed Statuses m Case Status Field checkbox is set to the default.
• DThe Support Process being used omits Closed as a status choice.

Explanation

The 'Closed' option is missing from the Case Status picklist because the specific Case record type assigned to the support reps does not include 'Closed' as an available picklist value.

Common mistakes.

• B. The availability of a picklist value is determined by record type settings, not by the page layout used to interact with the record.
• C. The 'Show Closed Statuses in Case Status Field' checkbox typically controls the display of closed statuses in views or reports, not their availability for selection in the picklist itself.
• D. While a Support Process defines the available statuses, the ultimate display and selection in a picklist for users is governed by which of those statuses are explicitly assigned to the specific Case Record Type in use.

Concept tested. Case record type picklist value assignment

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

No community discussion yet for this question.