Setup Support Processes for Utilization Management in Salesforce

In this Salesforce tutorial, We will learn to configure record types and support processes that support Utilization Management. After this, we will assign profiles and page layouts to record types to determine which record types apply when users create, edit, or view records.

Support Process in Salesforce

In Salesforce, the support process can be defined as a structured and systematic way to manage and handle customer inquiries, service requests, and issue resolution. While creating support processes we create steps, guidelines, and workflows that support when interacting with customers and addressing their needs and problems. The Support Processes ensure consistent, efficient, and effective customer support experiences.

While working as an administrator for an organization that uses Salesforce CRM tools, I was requested to make streamline processes more efficient. I decided to make separate processes for handling product support cases and customer inquiries. Later I created a support process and later utilized that support process in a Case object.

In the below steps, I will show how I handled this situation and came out of it by creating a support process as required.

Setup Support Processes for Utilization management in Lightning

To set up Support Processes for Utilization management in Salesforce Lightning, first log in to your Salesforce developer account and follow the steps below. In the below steps, we will first create a Support Process.

Step-1: On the setup page of Salesforce Lightning, search support processes in the Quick Find box and select Support Processes in the dropdown.

Step-2: In the Support Processes setup click on the New button to create a new support process.

Step-3: In this step, enter the required details to set up it and create a support process.

• In the Existing Support Process field select Master.
• Write the name support process name in the field Support Process Name.
• Add a description of the support process.
• Click on the Save button.

Step-4: Go back to the Setup page of Salesforce Lightning, and click on the Object Manager.

Step-5: In the Object Manger, we can see a list of objects and from here select the Case object.

Step-6: In Case Object setup, go to the left sidebar and under the heading select the option Record Types in the record types click on the New button to create a new record type.

Step-7: In this step, we will enter the required details to create a record type and assign the process type we created earlier in this record type.

• In the field Existing Record Type select Master.
• Write the name of the record type in the Record Type Label field.
• Click on the field Record Type Name it will auto-generate the record type name according to the report type label.
• In the Support Process field select the support process you have created. I have selected the support process Product Support.
• Write a description for the record type.
• Select the Active checkbox to activate the record type.
• Activate the checkbox Make Available to make it the default record type for users of that profile.

Now after making the above changes scroll down and click on the Next button.

Step-8: Now we will assign page layouts to user profiles so that users with selected profiles can see the records. Here we have two options to assign page layouts to user profiles.

The first option is to Apply one layout to all profiles, In this option, we can apply a single page layout to all profiles by selecting a page layout from the dropdown the second option is to Apply a different layout for each profile where we have to assign page layout to each profile from the Page Layout column.

I have selected the first option Apply one layout to all profiles by activating the radio button and selecting Case(Support) Layout that will be assigned to all profiles.

After selecting the profiles, scroll down and click on the Save button. As we click on the Save button a record type with the support process will be setup.

In this way, we have successfully set up Support Processes for Utilization Management in Salesforce Lightning.

Setup Support Processes for Utilization management in Classic

Step-1: On the setup page of Salesforce Classic, go to the Quick Find box on the left-hand side and search Support Processes then in the dropdown click on the same.

Step-2: Now, In the Support Processes set up to create a new support process click on the New button.

Step-3: In this step, we will enter the required details to create a Support Process.

• In the Existing Support Process field select the Master option.
• Write the name of the support process in the Support Process Name field.
• In the Description field, add a description for the support process.
• After entering the above fields click on the Save button.

Step-4: Now go to the Setup page of Salesforce Classic and there in the left sidebar go to the Build section. Here, click on the dropdown of Customize section and then click on the drop-down of the Cases object. In the dropdown of cases object select the option Record types.

Step-5: In the Case Record Type window, click on the New button to create a new record.

Step-6: In this step, we will enter details to set up the New Record Type Case and also assign the Support Process we created earlier.

• Select the option Master in the Existing Record Type field.
• Define the Record Type in the Record Type Label field and will auto-generate Record Type Name similar to the record type label.
• In the Support Process field select the support process you have created for this record type. I have selected the support process Sales issue.
• Write the description for the support process case.
• Select the Active checkbox to activate this record type.
• Activate the checkbox Make Available to make the record type available to users with that profile and then activate the checkbox Make Default to make it the default record type for users of that profile.

• Scroll down and click on the Next button.

Step-7: In this step, we will assign page layouts to user profiles so that users with selected profiles can see the records. Here we have two options to assign page layouts to user profiles.

The first option is to Apply one layout to all profiles, In this option, we can apply a single page layout to all profiles by selecting a page layout from the dropdown the second option is to Apply a different layout for each profile where we have to assign page layout to each profile from the Page Layout column.

I have selected the first option Apply one layout to all profiles by activating the radio button and selecting Case(Support) Layout that will be assigned to all profiles.

As we click on the Save button a record type with the support process will be setup with the picklist values, as shown in the picture below.

Now we have successfully set up a support process for utilization management in Salesforce Classic.

Conclusion:

In this Salesforce tutorial, we have learned about setting up Support Processes for Utilization Management in Salesforce Lightning and Salesforce Classic. We first learned to create a Support process and later utilized that support process in the Case object’s record type.

With the help of scenarios in the above examples, along with the functionalities of Support Processes, we better understood the need of creating a Support process in a Salesforce org.

You may like to read:

• Create a Process with Process Builder in Salesforce
• How to create Approval Process in Salesforce