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We are starting a Service Cloud implementation and getting requirements from the user community about different types of requests that they handle. Is there a good rule of thumb on when to create a record type vs just using a picklist field on the case with various request types.

Some examples can be different types of booking requests (external vs internal)

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The primary advantages of using recordTypes are:

  • you can restrict record access by profile
  • you can assign a different page layout (to show different fields)

If you don't need either of those things, then it probably makes more sense to use a picklist. Deploying recordTypes is a pain because it requires deploying/re-creating the permissions in your target org(s).

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