Email Case Capture Feature in NetSuite

• The Email Case Capture feature automatically converts customer support messages your company receives into organized cases in NetSuite. An administrator can enable this feature at Setup > Company > Enable Features > CRM > Support. Depending on the specific requirements of your business, you can use case capture to create a simple catch-all support address. You can also create a more sophisticated customer support model by using Case Profiles.

When cases are submitted, each case is automatically:

1. saved in your case queue
2. saved on the customer’s record
3. assigned to a support rep using rules and territories

Locating NetSuite Addresses

Case capture works by forwarding your company’s support email address to a NetSuite-generated address. Remember this when you set up forwarding on your mail server.

To locate the general case capture NetSuite address:

1. Go to Setup > Support > Preferences > Support Preferences.
2. Click the Inbound Email subtab.
3. Copy the NetSuite Address.

To locate the NetSuite address attached to a case profile:

1. Go to Setup > Support > Case Profiles.
2. Click View on the required profile.
3. Copy the NetSuite Inbound Email Address.

Prerequisites for Setting Up Email Case Capture

Your company email server administrator must set up the following items on your Microsoft Exchange server:

1. A Contact to add your NetSuite Address to.
2. A User for the support address you will be using
3. Activate forwarding on the User account you created, using the credentials from the newly-created Contact.

In NetSuite

• An administrator must enable auto-generated numbers for Support Cases. Leave the Allow Override box unchecked. See Setup > Company > Auto-Generated Numbers.
• Optional – Enable the related feature Capture Email Replies. When enabled, all messages sent from NetSuite have a customized reply to address. When a customer selects reply on their mail client, the message is routed to the originating case record. It displays under the Messages section of the Communications subtab. Go to Setup > Company > Enable Features > CRM > Capture Email Replies.
• Now messages sent to your support email address are automatically forwarded to the NetSuite address and logged as cases to your account.
• If you use NetSuite OneWorld, you can use different case capture email addresses for each subsidiary, as well as setting up subsidiary-specific case profiles.
• If a support message is sent from a customer with a company record, a copy of the case record is saved to the record. If there is no matching company record, the case will be saved to the Anonymous Customer record. Anonymous customers are specified in case profiles under the General subtab.
• When an email becomes a case, you can choose to automatically notify the support rep when they are assigned to that case. Go to Setup > Support > Preferences > Support Preferences. On the Notification subtab, in the Assignment column, check the Notify Assignees box.