Salesforce Certified Platform App Builder — Question 19

At Universal Containers, multiple departments utilize the Case object for different purposes. Some users submit cases while other users provide customer support with case records.
What is the minimum required configuration for an app builder to enable different users to see different fields, based on the case type?

Answer options

• A. Record Types, Page Layouts, Case Teams, and Profiles.
• B. Record Types, Page Layouts, Support Process, and Profiles.
• C. Record Types, Page Layouts, Permission Sets, and Profiles.
• D. Record Types, Page Layouts, Field Sets, and Profiles.

Correct answer: B

Explanation

The correct answer is B because using Record Types allows for the categorization of cases by type, while Page Layouts enable the display of different fields for these record types. Support Processes further refine how cases are handled based on their types, which is essential for differentiating user views. The other options do not provide the necessary combination of features to achieve this requirement effectively.