Shows the picklists available with the options. You can change the options:

1. Setup > Object Manager > Case
2. Fields and Relationships > Pick the field you want to customize (Case Reason, etc.)
3. Scroll down to [Name of Field] Picklist Values
4. Click New and in the box that comes up put your values, one to a line.
5. Save.
6. From the left column, choose Record Types
7. Pick one of the record types and then pick the field you just changed.
8. Check both options to make sure your values went into the picklist.

Repeat for any other fields with picklists.

I created two Record Types for the cases. Individual with WS and Family Support

I've changed this to have Existing Problem and New Problem, but you should change these to the kinds of problems the different Record Types have.

You will know what types of cases Individual have and what type families have. You should put them in here.

These will probably do, but if you get emergencies, you might want to make that above High.