The Customer Service module is often used to record different types of service issues. Depending on whether you are dealing with a customer complaint about poor service, or a faulty product, or a warranty claim you may have a different process with different pieces of information and a different set of ‘status’ values in each process.
In order to address this requirement we are introducing a recordType field in the Customer Service module, with each recordType having its own dedicated list of Status values.
In addition, in v7 you can define a different screen layout for each customer service recordType. The benefit is that for each different type of customer service issue you can define a screen layout that only display those fields that are relevant for that service type.