What data type should be used to track a specific Tier 2 support user on a case record?

Using a lookup relationship to track a specific Tier 2 support user on a case record is the most appropriate choice because lookup relationships provide a way to create a one-to-one or many-to-one relationship between records in Salesforce. In this context, each case can be associated with a specific support user, allowing for clear accountability and the ability to easily reference and access related user information.

A lookup relationship enables the case record to hold a reference to the user record, thereby linking the case with the Tier 2 support user. This linkage facilitates navigation and reporting, ensuring that support teams can quickly identify which user is handling specific cases. Additionally, if the support user changes or if additional information about the user is needed, the relationship remains intact without duplicating data.

Other options, while relevant in certain contexts, do not provide the same level of relational data utility. For instance, hierarchical relationships are generally used to represent a relationship among users but are limited to the user object and do not suit the need to associate support users with case records. Formula fields are designed for calculations based on other information in the record but do not establish a direct relationship with another record type. Lookup filters enhance lookup fields by limiting the selection available based on specific criteria, but they do not establish