Salesforce Exam CRT-101 Topic 4 Question 91 Discussion

Actual exam question for Salesforce's CRT-101 exam

Question #: 91
Topic #: 4

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?

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.

Show Suggested Answer

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 Ruthann at Jan 27, 2025, 09:28 PM

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Yuonne

6 days ago

I agree with Tresa, it makes sense that the picklist value needs to be included in the Case record type for the Closed option to show up.

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Carissa

8 days ago

I'm pretty sure the Closed option is missing because the support reps forgot to turn on their computer screens. Happens to the best of us, am I right?

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Rosina

12 days ago

You know, I bet the Support Process being used simply omits the Closed status choice. Sounds like a classic case of oversight to me.

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Tresa

7 days ago

I think you're right, the Support Process being used probably doesn't include Closed as an option.

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Tresa

14 days ago

I think the support reps are unable to see the Closed option because the Case record type is missing Closed as a picklist value.

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Stephane

23 days ago

Ha! The support reps must have been sleeping on the job. The Show Closed Statuses checkbox is probably set to default, hiding the Closed option from them.

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