Within service cloud, I have a requirement to allow for case categorization.
I currently have a hierarchy of 5 dependent picklists:
Given the limits of dependent picklists, adding a new product has taken us beyond the limit of 300 picklist items at the Sub Category level. I've had the list reviewed and reduced as much as possible, but there is no way the total is ever going down (it will likely increase continually).
I've considered so many options to resolving this, and each time I run into a dead end, has anyone had a similar problem and what approach did they take to workaround this limit?
The best thing I can think of at the moment is moving the picklist hierarchy options out into a custom object, but then since it is on the Case record, I need to then move the editing (selection of Product>Product Area etc..) of these values on a case out of the view/edit page layout into a Visual Force page, which I wanted to avoid if at all possible.
I have also considered adding these fields on the case as Lookup relationships to custom objects, but since there are Product Areas that are common to several Products, I can't use the 'Product Area' description as the name field (as there will be duplicates), which leaves me with having them Auto--numbered... when clicking the search option on the case record, I then run into the usual problems of the limitations of standard/enhanced searches, but more importantly, the value displayed on the case record is the auto number value, which isn't particularly user friendly (i.e. not readily understandable at a glance)