A new team in your company wants to move to Salesforce to use the cases for compliance reasons.
They have a different process than the current team which happens in sequential order; New, In Progress, Tier 1 Approval, Tier 2 Approval, Closed.
How can this best be reflected in Salesforce?
Click on the arrows to vote for the correct answer
A. B. C. D.Correct Answer: C
Record types determine the business processes, page layouts, and picklist values that agents use.
To help support users create, manage, and resolve cases and inquiries more quickly, you can create support processes.
Record types let you offer different business processes, picklist values, and page layouts to different users.
You might create record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each.
Or you might display different page layouts for your customer support cases versus your billing cases.
Options A & D are incorrect because creating a record type alone without a support process will not resolve the issue.
This is because you need support processes to support users create, manage, and resolve cases and inquiries more quickly.
Option B is incorrect because a picklist field will capture data only, but it will work with different processes.
References:
Correct Answer: C
Record types determine the business processes, page layouts, and picklist values that agents use.
To help support users create, manage, and resolve cases and inquiries more quickly, you can create support processes.
Record types let you offer different business processes, picklist values, and page layouts to different users.
You might create record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each.
Or you might display different page layouts for your customer support cases versus your billing cases.
Options A & D are incorrect because creating a record type alone without a support process will not resolve the issue.
This is because you need support processes to support users create, manage, and resolve cases and inquiries more quickly.
Option B is incorrect because a picklist field will capture data only, but it will work with different processes.
References:
Sure, I can provide you with a detailed explanation of the options available for reflecting the new process in Salesforce.
Option A: Create a record type and update the case status field. Ensure new values are added to the record type.
This option involves creating a new record type in Salesforce for the new process and updating the case status field to reflect the different stages of the process. The new values for the case status field will be added to the record type.
Record types allow you to customize the page layout, picklist values, and other features based on the different stages or types of cases. By creating a new record type, you can tailor the Salesforce experience to the needs of the new team.
This option is a good choice if you want to maintain consistency with the existing case management process in Salesforce while allowing for customization for the new team.
Option B: Create a custom picklist field to hold these new values.
This option involves creating a custom picklist field in Salesforce to hold the new values for the case management process. The custom picklist field can be added to the existing page layout for cases.
This option provides flexibility in terms of the naming of the values for the different stages of the process. However, it does not provide the same level of customization as record types, and it may not be as intuitive for users who are used to working with the standard case status field.
Option C: Create a record type and add a support process. Assign the support process to the record type. Add values to the existing case status field.
This option involves creating a support process in Salesforce to handle the new case management process. The support process can be assigned to the new record type, and the new values for the case status field can be added to the existing field.
Support processes allow you to customize the stages of a case and the actions that can be taken at each stage. This option provides more flexibility than simply updating the case status field, but it may require more configuration to set up.
Option D: Create a record type, page layout, and update the case status field. Ensure that new values are added to the record type.
This option is similar to option A, but it involves creating a new page layout in addition to the new record type. The new page layout can be customized to reflect the new process, and the case status field can be updated to include the new values.
This option provides the most customization for the new team's process, but it may require more configuration and may not be as consistent with the existing case management process in Salesforce.
In summary, the best option for reflecting the new process in Salesforce depends on the specific needs of the new team and the desired level of customization. Options A and C provide more customization within the existing Salesforce framework, while options B and D provide more flexibility but may require more configuration.