Salesforce Exam ADX-201 Topic 2 Question 56 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 56
Topic #: 2

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 Art at Feb 10, 2024, 07:02 AM

Limited Time Offer

25%

Off

Get Premium ADX-201 Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Albert

6 months ago

I'm cracking up at the idea of the support reps just staring at a picklist, wondering where the 'Closed' option went. Gotta love those Salesforce quirks!

upvoted 0 times

...

Willis

6 months ago

The Support Process is probably set up to exclude Closed as a status choice. That would explain why the reps can't see it.

upvoted 0 times

Lonna

5 months ago

We should check the Support Process settings to see if Closed is excluded.

upvoted 0 times

...

Shawnda

5 months ago

I think you're right, the Support Process might be the issue.

upvoted 0 times

...

Jenifer

5 months ago

The Support Process being used omits Closed as a status choice.

upvoted 0 times

...

Yvonne

5 months ago

A) The Case record type is missing Closed as a picklist value.

upvoted 0 times

...

Marci

6 months ago

Interesting perspective, Cherri. The Support Process being used could also be excluding Closed as a status choice, causing the issue.

upvoted 0 times

...

Cherri

6 months ago

I think the Show Closed Statuses in Case Status Field checkbox might be unchecked by default, causing the Closed option to be hidden.

upvoted 0 times

...

Carissa

6 months ago

That's a good point, Sabrina. Maybe the support reps need to follow a specific process to close the case.

upvoted 0 times

...

Sabrina

6 months ago

I believe the Close Case page layout is required to close a case, so that might be the issue.

upvoted 0 times

...

Raina

6 months ago

Hmm, that could be the reason. Maybe the administrator needs to check that setting.

upvoted 0 times

...

Albert

6 months ago

Ha! Looks like someone forgot to check the 'Show Closed Statuses' box. Classic admin mistake.

upvoted 0 times

Shad

5 months ago

Ha! Looks like someone forgot to check the 'Show Closed Statuses' box. Classic admin mistake.

upvoted 0 times

...

Floyd

6 months ago

C) The Show Closed Statuses in Case Status Field checkbox is set to the default.

upvoted 0 times

...

Eladia

6 months ago

A) The Case record type is missing Closed as a picklist value.

upvoted 0 times

...

Shasta

6 months ago

I think the support reps can't see the Closed option because the Case record type is missing it.

upvoted 0 times

...

Harley

7 months ago

Hmm, the Close Case page layout seems like the most likely culprit here. The support reps probably need to use that specific layout to close the case.

upvoted 0 times

Terrilyn

6 months ago

Yes, the support reps should try using that layout to see if the Closed option appears.

upvoted 0 times

...

Vanesa

6 months ago

Yes, the support reps should try using that layout to see if the Closed option appears.

upvoted 0 times

...

Anastacia

6 months ago

I think you're right, the Close Case page layout must be the issue.

upvoted 0 times

...

Louis

6 months ago

I think you're right, the Close Case page layout must be the issue.

upvoted 0 times

...

Laine

7 months ago

I think it could also be because the Support Process being used omits Closed as a status choice.

upvoted 0 times

...

Dalene

7 months ago

The Closed option is definitely missing from the picklist. I think it's because the Case record type is missing that value. The administrator needs to add it to the picklist.

upvoted 0 times

Noemi

6 months ago

D) The Support Process being used omits Closed as a status choice.

upvoted 0 times

...

Francesco

6 months ago

C) The Show Closed Statuses in Case Status Field checkbox is set to the default.

upvoted 0 times

...

Fairy

6 months ago

B) The Close Case page layout must be used to close a case.

upvoted 0 times

...

Erick

6 months ago

B) The Close Case page layout must be used to close a case.

upvoted 0 times

...

Louvenia

6 months ago

A) The Case record type is missing Closed as a picklist value.

upvoted 0 times

...

Wayne

7 months ago

The Closed option is definitely missing from the picklist. I think it's because the Case record type is missing that value. The administrator needs to add it to the picklist.

upvoted 0 times

...