Which feature would allow maintenance cases to have additional stages and fields that are not present in standard cases?

• A. Approval Processes
• B. Record Types
• C. Support Processes
• D. Support Types

Answer: (B)

Record Types let you create variations of the same object, each with its own page layouts, picklist values, and related processes. By defining a dedicated record type for maintenance cases, you can attach a different page layout that shows extra fields and configure a separate set of status values (via the linked support process) that represent the maintenance workflow. This means maintenance cases can progress through stages and collect fields that aren’t visible or applicable to standard cases, without altering the standard case configuration. Approval processes and support processes play parts of the overall lifecycle, but they don’t by themselves create distinct variants for an object—that role is fulfilled by using a dedicated record type (often paired with a specific page layout and, if needed, a specific support process). Support types aren’t a separate feature used to distinguish case variants.