Support processes and case record types
Key Takeaway
A support process controls which case Status values a case can use, but it has no effect until you assign it to a case record type.
A support process is a named subset of the case Status picklist values, so different kinds of cases can follow different status lifecycles. Case record types deliver that process to users.
What a support process controls
A support process controls which case Status values a case can use.
For example, imagine an org with two support processes. A product support process might drop On Hold, while an inquiry process keeps only New, Working, On Hold, and Closed.
Support processes are one of four business process types. Each type filters a different field:
| Business process type | Field it filters |
|---|---|
| Sales process | opportunity Stage |
| Lead process | Lead Status |
| Support process | case Status |
| Solution process | solution Status |