Which features should be used by Ursa Major Solar to track both user and customer issues?

The choice involving Record Types and Support Processes is the most appropriate for Ursa Major Solar to effectively track both user and customer issues.

Record Types allow for the differentiation of various issue categories, which is crucial for managing diverse needs across users and customers. This enables the organization to tailor fields, page layouts, and picklist values based on the type of issue being reported. For instance, if users and customers have different case requirements, record types help ensure that the right information is captured for each group.

Support Processes, on the other hand, define the life cycle of support cases, making them essential in managing how different types of issues are handled through customer service workflows. By implementing specific support processes for different record types, Ursa Major Solar can enhance its ability to respond to and resolve issues more effectively, thereby improving customer satisfaction and support efficiency.

This combination is vital for tracking both user-related and customer-related issues in a structured manner, allowing the organization to provide tailored support based on the context of the issues being raised.