• Validate how cases will be created
• Discuss the online form template you will use.
• Validate how cases will be created
• Discuss if you will use case profiles or a catch-all address
• Validate how cases will be created
• Discuss necessary fields on the case form
• NetSuite has the following standard case statuses – Not Started, In Progress, Escalated, Re-Opened, and Closed.
• Any reason this won’t work?
• NetSuite has the following standard case priorities – High, Medium and Low.
• Any reason this will not work?
• NetSuite has the following standard case types – Question, Concern and Problem.
• Any reason this won’t work?
• NetSuite has the following standard case origin types – Phone, Web, Email and Other.
• Any reason this won’t work?
• NetSuite has a standard case profile set up.
• Do you have multiple websites with different branding, from names, and email addresses?
• Do you have different identities for replying to support cases?
• Do you have different case capture email addresses? • What case does the rule apply to?
• Description of rule?
• Criteria for rule?
• Name of territory?
• Rules for territory?
• Reps that fall into each territory?
• If cases are manually assigned to a Support Rep or Support group, rules and territories will not be used.
• Description of rule?
• Criteria for rule?
• If you do not want to set up any automatic escalation rules, use this manual option.
• You can manually escalate a case by selecting it on the Case Record. No Rules need to be set up.
• Will you offer support for specific items?
• Will you offer Warranty/Repair services with products? If yes, discuss requirements
• The CSR should create a Customer Return if the case relates to a new warranty claim. Any reason this will not work? • Will you repair items? Repaired Items need to be created in NetSuite.
• Do you need a partner solution for rentals/field service? If so, discuss integration.
• Will you be tracking time against the cases that sales reps work on?
• Will you be using help desk?
• The standard Help Desk Form can be customized. Discuss requirements on the form.
• Will you be using knowledge base for manage support cases? If so, discuss topics for knowledge base.
• Customer should have reviewed the reports in NetSuite’s UI prior to the session. Discuss any required changes to the form.
• Customer should have reviewed the online case form in NetSuite’s UI and entered test data prior to the session (per the Personalization Session Prep Guide). Discuss any required changes to the form.
• Customer should have reviewed the case form in NetSuite’s UI and entered test data prior to the session (per the Personalization Session Prep Guide). Discuss any required changes to the form.