How to Set Up Custom Support Processes and Record Types in Salesforce?

 Efficient case management is essential for delivering exceptional customer service. In Salesforce, customizing Support Processes and Record Types empowers teams to handle different types of cases with precision and clarity.

This tutorial walks you through setting up tailored support workflows for a fictional company, helping you build a scalable and responsive case management system.

Step 1: Create Custom Support Processes

Start by defining distinct support processes for different case categories.

Technical Assistance Process

• Navigation: Setup → Quick Find → Support Processes

• Existing Support Process: Master

• Support Process Name: Technical Assistance Process

• Description: Handles technical product-related issues

• Save: Leave Case Status as-is and click Save

General Inquiry Process

• Support Process Name: General Inquiry Process

• Description: Manages customer inquiries and general questions

• Save: Leave Case Status as-is and click Save

Step 2: Add Custom Picklist Values to the Case Type Field

To better categorize cases, add new values to the standard Type field.

• Navigation: Setup → Object Manager → Case → Fields & Relationships → Type

• New Picklist Values:

• Installation

• Troubleshooting

• Feedback

Step 3: Create Record Types for Each Support Process

Technical Case Record Type

• Navigation: Object Manager → Case → Record Types → New

• Record Type Label: Technical Case

• Support Process: Technical Assistance Process

• Description: For technical support cases

• Layout: Case Layout

• Picklist Values: Retain only:

  • Installation

  • Troubleshooting

Inquiry Case Record Type

• Record Type Label: Inquiry Case

• Support Process: General Inquiry Process

• Description: For general customer inquiries

• Layout: Case Layout

• Picklist Values: Retain only:

• Feedback

How Support Processes and Record Types Are Linked?

In Salesforce, Support Processes define the available Case Status values for a specific business scenario. When you create a Record Type, you must associate it with a Support Process. This link ensures that each Record Type only displays the relevant status values based on the process it supports.

For example:

• The Technical Case Record Type is linked to the Technical Assistance Process, so it will only show status values defined in that process.

• The Inquiry Case Record Type is linked to the General Inquiry Process, showing a different set of status values.