Salesforce Administrator — Question 488

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 picklist?

Answer options

• A. The Close Case page layout must be used to dose a case.
• B. The Show Closed Statuses in Case Status Field checkbox is set to the default.
• C. The Case record type is missing Closed as a picklist value.
• D. The Support Process being used omits Closed as a status choice.

Correct answer: B

Explanation

The correct answer is B because if the 'Show Closed Statuses in Case Status Field' checkbox is set to the default, it prevents the Closed option from appearing in the picklist. Option A is incorrect since the page layout does not dictate the visibility of picklist values. Option C is not relevant if the checkbox setting is the primary issue, and D is also incorrect as it pertains to the Support Process rather than the checkbox setting impacting the picklist display.