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SFDC coderSFDC coder 

why do we use support processes?

Hi all,

While exploring the salesforce features i came across supoort process
  1. Support processes are used to add or remove the status values of cases
  2. After a support process has been created its assigned to a record type
Now my confusion  is ,why  are we  using support processes to add/remove the picklist values? as It can also be achieved when creating record types.
Record types allow us to customize the picklist values then why wud we use this solution process feature?

Best Answer chosen by SFDC coder
ShashForceShashForce
Hi,

Support Process is only for the "Status" picklist, as you might know. The picklist values available in the status of a case record type determine a support process. It is only a business relevant feature as the status field is the most process-specific field on a case. The status field cannot be customized on a record type, it can only be customized in a support process.

Thanks,
Shashank