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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Daryl

4 months ago

Could it also be that the Support Process being used omits Closed as a status choice? That could be another reason why the option is missing.

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Yuonne

4 months 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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4 months 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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Jenifer

4 months ago

Yeah, that makes sense. It's likely just an oversight in the process.

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Tresa

4 months ago

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

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Tresa

4 months 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

5 months 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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5 months ago

The Closed option is definitely missing because the Case record type is missing it as a picklist value. That's the only logical explanation here.

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Lilli

4 months ago

That makes sense, hopefully that will solve the issue for the support reps.

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Nieves

5 months ago

Maybe the administrator can check and update the Case record type settings.

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Lisbeth

5 months ago

I agree, the Case record type must be missing Closed as a picklist value.

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