What is the recommended method for the customer support team to use a different Page Layout when closing a Case?

The recommended method for the customer support team to use a different Page Layout when closing a Case involves utilizing Record Type and Page Layout combinations. This approach allows you to create distinct Record Types for different types of cases or processes, each with their corresponding Page Layouts.

By setting up Record Types, the organization can categorize cases based on certain criteria, like their status or the type of issue. Each Record Type can then be associated with a specific Page Layout that is tailored to the needs of the support team when handling case closures. This customization ensures that the necessary fields and information are presented appropriately depending on the stage of the case and the needs of the support representatives.

In contrast, while a specific Page Layout for case closure exists, it typically requires the contextual differentiation provided by Record Types to be effectively implemented. A Support Process might outline the series of steps but does not directly define different layouts. Field-Level Security manages access to fields rather than controlling the layout itself. Thus, utilizing Record Types allows for a more structured and clear method to manage how cases appear when being closed.