What feature should an administrator use to capture different information for product support and inquiry cases?

The use of record types in Salesforce is crucial for capturing different information for various kinds of cases, such as product support and inquiries. Record types allow an organization to create different business processes, picklist values, and page layouts for different categories of records.

When dealing with cases, the ability to define unique record types enables the organization to tailor the information collected based on the specific context of the case. For instance, a product support case may require additional fields such as product serial number or warranty status, whereas an inquiry case might focus on customer feedback or general questions about services.

By setting up distinct record types for product support and inquiry cases, the administrator can ensure that each case type captures the relevant information necessary for efficient case management and resolution. This provides clarity for users and enhances the overall customer service experience by making sure that the right data is collected based on the nature of the case.

While other features such as support processes, page layouts, and permission sets play important roles in managing user access and organizing data presentation, they do not specifically address the organization of different information requirements for distinct types of cases as effectively as record types do.