Set up the Support Process in Salesforce [Step-by-Step Guide]

I was a Salesforce Administrator at a company that used Salesforce CRM to manage customer cases and resolve customer queries.

The service team informed me that they handle two different types of support processes:

• Technical Support
• Billing Support

Each support process follows different case status stages. Because of this, the team wanted Salesforce to display different status values based on the selected support type for the case.

To meet this requirement, I needed to set up separate support processes in Salesforce and configure the appropriate case status values for each process.

In this article, we will learn about how to set up support process in Salesforce for different case status stages.

Support Process in Salesforce

A support process in Salesforce controls the status values of a case. It helps the support team follow a clear path while working on customer issues.

Instead of showing all status values for every case, we can show only the relevant statuses for each support type.

In real-time projects, different teams handle different kinds of customer issues, such as Technical Support or Billing Support.

Each team follows its own steps to resolve a case. By creating separate support processes, we can define different case status stages for each support type.

Support processes work together with record types. When a support agent creates a case and selects a record type, Salesforce automatically applies the correct support process and displays the related status values.

Set up the Support Process in Salesforce

To set up support processes in Salesforce, first log in to your Salesforce developer org and follow the steps below. In the steps below, we will first create a support process.

1. On the setup page, enter ‘support processes‘ in the Quick Find box, then select Support Processes.

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

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

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

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

5. In the Object Manager, we can see a list of objects in Salesforce and from here select the Case object.

6. In the 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.

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

• 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, and 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 “Make Available” checkbox to set it as the default record type for users on that profile.

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

9. Now we will assign page layouts to user profiles so that users with selected profiles can see the records. Here are two options for assigning 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 to each profile, assigning a page layout from the Page Layout column to each profile.

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

After selecting the profiles, scroll down and click Save. When we click the Save button, a record type for the support process will be created.

In this way, we have successfully set up a support process in Salesforce for different case status stages.

Conclusion

In this tutorial, we learned how to set up a support process in Salesforce. We first learned to create a support process and later used it in the case object’s record type.

With the help of the scenarios in the above examples and the functionalities of support processes, we better understood the need to create a support process in a Salesforce org.

You may like to read:

• Salesforce Opportunity Picklist Values Explained
• Create an Approval Process in Salesforce
•  Set up Omni Channel in Salesforce
• Page Layouts in Salesforce

Bijay Kumar

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.