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Salesforce Exam ADX-201 Topic 2 Question 81 Discussion

Actual exam question for Salesforce's ADX-201 exam
Question #: 81
Topic #: 2
[All ADX-201 Questions]

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?

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Suggested Answer: D

A support process is a feature that allows administrators to define and enforce the stages that a case or work order must go through based on its record type. A support process determines which values are available for the status field for each record type. If a support process omits a certain value for the status field, such as Closed, then users will not be able to see or select that value when working with cases or work orders of that record type. Reference: https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5


by Nguyet at Jan 26, 2025, 12:19 AM

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Franklyn
3 days ago
C) The Show Closed Statuses m Case Status Field checkbox is set to the default. Typical IT admin oversight, if you ask me. They probably forgot to check that box.
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Pok
9 days ago
A) The Case record type is missing Closed as a picklist value. I'm surprised they didn't catch this during setup. Rookie mistake, if you ask me.
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Tyra
9 days ago
That makes sense. Maybe the administrator needs to update the Case record type settings.
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Hyman
13 days ago
D) The Support Process being used omits Closed as a status choice. This seems like the most likely explanation, as the support reps wouldn't be able to see a picklist option that isn't part of the process.
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Gilberto
5 days ago
User 2: I think the Support Process being used omits Closed as a status choice, that could be the issue.
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Katina
6 days ago
User 1: Have you checked if the Case record type is missing Closed as a picklist value?
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Kara
26 days ago
I think the support reps can't see the Closed option because the Case record type is missing Closed as a picklist value.
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