The documentation for Record Types states:
Record types allow you to offer different business processes, picklist values, and page layouts to different users.
It seems to me that unless you are going for the first option (different business processes) that Record Types actually end up being more trouble than they are worth.
There are 2 sales teams, for simplicity I'll call them Sales Team A and Sales Team B.
- Sales Team A and Sales Team B should both be able to see and edit the same Accounts & Contacts.
- Each team has a set of fields that is specific to them.
- Each team also has values that are specific to them in picklists that they both use. e.g. the Account 'Type' standard field, these picklists only have one valid value for a given account.
- There are also some picklists where both teams will have different values they need to enter e.g. a custom 'Type Code' field, when Sales Team A looks at the record it should show 'A1' when Sales Team B look at the record it should say 'B3'.
- Sales Team A and Sales Team B have different profiles (for other reasons outside of the scope of this).
Solution 1 (Record Types):
- Create 2 Record Types, one for Sales Team A accounts and one for Sales Team B accounts, setup the picklist values in each Record Type and create appropriate Page Layouts for each of them.
- Assign Sales Team A the Sales Team A Record Type in their Profile, and Sales Team B the Sales Team B Record Type in their Profile.
- If Sales Team A creates an Account, Sales Team B can view it, but as it is a Sales Team A account they cannot select the picklist values that are relevant to them in the common picklists e.g. 'Type'.
- In addition, for the picklists where they need to see different values e.g. the 'Type Code' field, if they change the value it will overwrite the Sales Team A value.
This results in Sales Team B setting up their own account record and therefore duplicate records on the system.
Solution 2 (No Record Types):
- Create 2 Page Layouts, one for Sales Team A and one for Sales Team B.
- Assign Sales Team A the Sales Team A Page Layout for the --Master-- Record Type in their Profile, and Sales Team B the Sales Team B Page Layout in their Profile.
- For the picklists that have separate values they will be separated into a Sales Team A field and a Sales Team B field with the same label, e.g. the 'Type Code' will become 'Sales Team A Type Code' and 'Sales Team B Type Code' both labelled 'Type Code', with the appropriate field added to the appropriate Page Layout.
- For the picklists that they share but only want to be able to enter certain values, e.g. the 'Type' field, they will instead see all values and have to select the one that is appropriate,
- 'Duplication' of fields, e.g. the 'Sales Team A Type Code' and 'Sales Team B Type Code' which adds an admin overhead. Although I'm on the fence as to if these are actually duplicates, since it feels like they are actually separate fields.
In my opinion Solution 2 seems to meet the requirements whilst causing less problems. However, based on the documentation it is trying to solve 2/3 problems that Record Types are intended for so Solution 1 should be more suitable.
Am I misunderstanding the purpose of Record Types, or is Solution 1 a naive implementation of Record Types and they are ways it could be improved to resolve the problems noted?
Is there a better way that this situation could be modelled within Salesforce?