A case tracks the issue that the customer reports and how the support staff respond to it. There are different ways in which cases are created
To create a case in NetSuite the navigation used is – list>support>cases>new.
Time Tracking enables the monitoring of time spent on cases and the option to bill clients for this tracked time. To enable Time Tracking for cases, an Administrator can go to the Setup menu, then proceed to the Company section and choose to activate the feature. In the Employees subtab, they should mark the checkbox labeled Time Tracking for CRM.
To track time for cases:
- Use the navigation – Lists > Support > Cases.
- Choose a case to time track
- Navigate to the time tracking subtab and click on add time
- Enter the time tracked and service item
- Click save and the time will now be added to the case record
