Summary: This article provides instructions on how to categorize support cases in NetSuite. Categorizing cases allows support employees to quickly identify the type of issue being reported, enabling efficient resolution. The article explains how to create case types in NetSuite using the provided default options.
Request: How to categorize support cases in NetSuite
Solution:
In NetSuite, categorizing support cases helps streamline the support process by providing important information about the type of issue being reported. This enables support employees to quickly identify and address customer concerns. The Case Type field is used to classify cases, and it can be displayed on case records as well as on the online case form on your Web store or website.
NetSuite offers three default case types:
- Concern
- Problem
- Question
However, you have the flexibility to create additional case types based on your organization’s specific needs.
To create a case type: Setup > Support > Case Types > New