Summary: This article provides guidance on managing case issues in NetSuite to facilitate efficient support tracking. It highlights the significance of identifying the specific issue a support case is about, as it enables support personnel to access relevant information quickly. The article also clarifies the distinction between case issues and issue records used for tracking product-related problems.
Request: The user seeks assistance in understanding how to manage case issues in NetSuite to improve support tracking efficiency.
Solution:
Case issues serve as a categorization of the various support issues that your organization provides assistance. Identifying the specific issue associated with a support case is crucial, as it allows support personnel to access pertinent information promptly and address the case effectively.
It’s important to note that case issues differ from issue records used in the Issue Management feature, which primarily focuses on tracking problems with items or products. Case issues, on the other hand, cover common subjects or topics that frequently arise in support cases. Issue records are typically created for problems that require attention from an engineering team.
To create a new case issue in NetSuite, Go to Setup > Support > Case Issues > New
Moreover, you have the option to base case rules on support issues, streamlining case management further. For instance, you can assign specific support representatives to handle particular support issues. This specialization ensures that the right expertise is allocated to address each support case promptly. For example, one representative can handle all questions related to deliveries, while another specializes in addressing queries about take-out orders.