In a support process setup, what can restrict how agents handle product support cases?

The correct answer is related to how support processes specifically dictate the flow and handling of product support cases within a system. Support processes define the various stages, statuses, and transitions that a support case can go through, providing a structured approach to managing customer issues effectively.

By using support processes, organizations can customize the experience for support agents, ensuring that they follow established protocols when resolving cases. This can include specifying which statuses are available for each case, determining the required fields at different stages of the process, and outlining the steps that must be taken through the lifecycle of a support case.

In contrast, while page layouts, record types, and field-level security can influence the visibility and accessibility of information within a case, they do not inherently control the procedural aspects of how cases should be managed. Page layouts affect what information is displayed to agents, record types help categorize cases but do not dictate process flow, and field-level security determines the permissions surrounding fields but not the overarching case management process itself. Thus, support processes play a crucial role in determining how agents handle product support cases.