Pro: Users are supposedly already using the Case List Views for other functionalities
Con:
existing functionalities may be disturbed/broken by creating new RecordType and/or new fields/page layouts - this would imply losing more time with Analysis and Development
40/40 custom relationship (lookup fields) used (100% of limit)
467 total existing Custom fields - complex object with many functionalities squeezed into one table
10 RTs
The Salesforce Case object and it typically represents a customer's issue, question, or feedback and its resolution process. So the main thing is to store information related to each issue, and the different steps needed to solve the issue.
Pro: the most logical object to use within out of the box SF functionalities; allows for native Queue assignment; native UNS on Task assignment;
Tasks have only been in use since April 2018 with an average of 2.5k Tasks being created per month (99.999% of one RT called Other); total 89k records - almost all in RT "Other";
Con: would eventually require Users to track a second List View
Pro: not a very used object in practical terms (only 12k records since 2016) - little disturbance to current processes.
Con:
unclear how it is used
would eventually require Users to track a second List View
need a new RT (already has 18 RTs)
36/40 custom relationship (lookup fields) used (90% of limit)
274 custom fields already (quite a messy object)
Technical and functional recommendation - use Tasks (based on meeting with user-6d9fc and MENDES, Dina on .
