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…

Question

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.

• A
  86% (32)
• B
  8% (3)
• C
  3% (1)
• D
  3% (1)

Explanation

In Salesforce, Case Status picklist values available to users are controlled by the Support Process associated with a Case record type. The record type determines which Support Process is used, and the Support Process defines which status values (including 'Closed') are available. Answer D (Support Process omits Closed) is technically the root configuration, but since record types are the entry point administrators interact with when assigning a Support Process, the exam treats it as a record type issue. To fix it, the administrator should either update the Support Process to include Closed, or assign a Support Process that includes it to the record type.

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