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

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Albert

10 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!

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Willis

10 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.

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Lonna

9 months ago

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

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Shawnda

9 months ago

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

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Jenifer

10 months ago

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

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Yvonne

10 months ago

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

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Marci

10 months ago

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

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Cherri

10 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.

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Carissa

10 months ago

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

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Sabrina

11 months ago

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

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Raina

11 months ago

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

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Albert

11 months ago

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

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Shad

10 months ago

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

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Floyd

10 months ago

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

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Eladia

10 months ago

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

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Shasta

11 months ago

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

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Harley

11 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.

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Terrilyn

11 months ago

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

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Vanesa

11 months ago

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

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Anastacia

11 months ago

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

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Louis

11 months ago

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

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Laine

11 months ago

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

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Dalene

12 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.

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Noemi

11 months ago

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

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Francesco

11 months ago

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

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Fairy

11 months ago

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

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Erick

11 months ago

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

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Louvenia

11 months ago

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

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Wayne

11 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.

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