Create Record Types

Follow Along with Trail Together

Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series. 

(This clip starts at the 7:25 minute mark, in case you want to rewind and watch the beginning of the step again.)

Introduction

Record types determine the business processes, page layouts, and picklist values that agents use. AW Computing needs two record types, one for each support process you created in the preceding step. Enable both record types for all profiles so that any support agent can create a case for either record type.

Create a Product Support Record Type

First, create record type using the product support process and the correct picklist values for the Type field.

1. While still viewing Case in the Object Manager, select Record Types.
2. Click New and complete the field details.
   

   Field	Value
   Existing Record Type	Master
   Record Type Label	Product Support
   Support Process	Product Support Process
   Description	Record type for product support cases

3. Ensure Active is selected.
4. Select the Make Available checkbox and ensure all checkboxes in the column are selected.
5. Click Next.
6. Ensure Apply one layout for all profiles is selected.
7. Select Case Layout from the picklist.
8. Click Save.
9. In the Picklists Available for Editing section, click Edit next to the Type field.
10. Hold down the Control or Command key and select Mechanical, Electrical, and Structural from the Selected Values list.
11. Click remove  to move them out of the Selected Values list.
12. Click Save.

Create an Inquiry Record Type

Next, create a record type using the inquiry support process and the correct picklist values for the Type field.

1. While still viewing Case in the Object Manager, select Record Types.
2. Click New and complete the field details.
   

   Field	Value
   Existing Record Type	Master
   Record Type Label	Inquiry
   Support Process	Inquiry Process
   Description	Record type for inquiries

3. Ensure Active is selected.
4. Select the Make Available checkbox and ensure all checkboxes in the column are selected.
5. Click Next.
6. Ensure Apply one layout for all profiles is selected.
7. Select Case Layout from the picklist.
8. Click Save.
9. In the Picklists Available for Editing section, click Edit next to the Type field.
10. Hold down the Control or Command key and select Product Specifications, Shipping, and Warranty from the Selected Values list.
11. Click remove  to move them to the Available Values list.
12. Click Save.

Now that you’ve established the record types that Noah’s support team needs, ensure that the team adheres to their service level agreement by creating an escalation rule for product support cases.