Summary: This article provides guidance on creating case profiles in NetSuite, offering the ability to apply different configurations to support cases. By utilizing case profiles, you gain control over the branding of your support communication, allowing for unique and tailored support experiences. The article highlights the benefits of setting templates for each profile, including providing distinct support communication for multiple websites, establishing different identities for replying to support cases, and utilizing separate case capture email addresses. Additionally, it mentions the availability of default case profiles for each subsidiary when using NetSuite OneWorld.
Request: The user seeks assistance in understanding how to create case profiles in NetSuite to customize support communication and control branding.
Solution:
Case profiles in NetSuite enable you to apply specific configurations to support cases, granting you control over the branding and customization of your support communication. By utilizing case profiles, you can ensure a consistent and tailored support experience for your customers. The following settings can be configured within case profiles:
- Provide unique support communication for multiple websites with different branding, From names, and email addresses.
- Have different identities for replying to support cases that are independent of subsidiaries.
- Have different case capture email addresses that are independent of subsidiaries.
Case profiles include the following settings:
- Support From name and email address
- Anonymous customers for inbound email and online forms
- Customer and employee case notification templates
NOTE: If you use NetSuite OneWorld, you can create default case profiles for each subsidiary. These profiles are set by default on cases created for that subsidiary.
To create a case profile:
- Go to Setup > Support > Case Profiles > New.
- On the General subtab, enter a name for this profile. This is the name shown in the Profile field on case records.
- In the From Name field, enter the name you want to show in the From field on email notifications.
- In the From Email Address field, enter the address you want to show in the From field on email notifications. This will be the address for communication sent from the Reply field in the case record.
- If you use NetSuite OneWorld, select a subsidiary in the Subsidiary Filter field. The selection restricts the use of this profile to cases for a specific subsidiary.
- Select the Anonymous Customer – Online Form record to assign to cases submitted by people with no existing customer record.
- Select the Anonymous Customer – Inbound Email record to assign to cases submitted through Email Case Capture by people with no existing customer record.
- Click the Notifications subtab.
- Select the Customer Notification Templates to use to notify customers when cases are created, updated, closed, or escalated.
- Select the Employee Notification Templates to use to notify employees when cases are assigned and updated. Employees are also notified when updates are cc’d to another employee, and when a case is escalated.
