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How to Create a new Case Record Type in Salesforce


Here are the specific steps for adding a case record type. Some steps may vary by organization but the process should be pretty similar to what is shown here.

1) Create a new page layout

2) Add any new case statuses to picklist



 3) Edit case statuses that should indicate case is "closed"


 4) Add any new case types to picklist


 5) Add any new case reasons to picklist


 6) Add any new case origins to picklist


 7) Add any new fields to case object


 8) Under Record Types, ensure the picklists have the correct values (i.e. - Reason/Type/Origin)


 9) Within the Type field, edit "Reason" field dependencies matrix and add new reason(s) to types


10) Create a new support process (if not reusing an existing one)


 11) Create the new record type (enable for all profiles)


 12) Finalize the page layout (if needed) and check "Default" in Case Assignment checkbox under Layout Properties


 13) Create approval queues (if needed)


 14) Set up approval process (create email template, if needed)


 15) If case team roles are needed, add them in "classic" mode


 15a) Also add pre-defined case teams in "classic" mode


 16) Back in "lightning" mode, create case assignment rules



17) Test & Deploy!

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