Overview
The NetSuite Support Center Role is a standard role provided by NetSuite that enables external users, such as customers, vendors, or partners, to access a self-service portal. This role allows users to view transactions, submit support cases, access documents, and track account-related information without having full system access.
Key Features
1. View Transactions & Account Details
- Customers can check invoices, sales orders, payments, and statements.
- Vendors can review purchase orders and payments.
- Partners can see commission reports and leads (if applicable).
2. Submit & Track Support Cases
- Users can create support cases for issues they encounter.
- View case history and responses from support teams.
3. Access Documents & Files
- Users can download contracts, invoices, policies, or other shared files.
4. Limited Access (Read-Only for Most Data)
- Users cannot edit records, only view permitted information.
5. Self-Service Portal for Customers/Vendors
- Reduces the need for direct support by allowing users to find information themselves.
Assigning the NetSuite Support Center Role
- Navigate to the User Record:
- For internal users:
Lists > Employees > Employees - For external users:
Lists > Relationships > Customers/Vendors/Partners
- Edit the user record.
- In the “Access” subtab, click “Add Role.”
- Select “Support Center Role” from the dropdown.
- Click “Save.”
Once assigned, users can log in via the Support Center Login Page and access their account-related information.
Customization Options
Admins can customize the Support Center Dashboard to display:
- Key Reports & KPIs
- Custom Fields or Tabs
- Quick Links to FAQ or Help Articles
Common Use Cases
✅ Customers checking past invoices and making payments
✅ Vendors viewing purchase orders and payment history
✅ Clients submitting and tracking support tickets
✅ Partners accessing sales reports and documents
Alternative Roles
- Customer Center – Focused on customer transactions.
- Vendor Center – Allows vendors to track purchase orders and payments.
- Partner Center – Designed for partners managing leads and commissions.
Conclusion
The NetSuite Support Center Role is a valuable self-service tool for external users, reducing the need for manual support while ensuring secure access to relevant information. If further customization or permissions adjustments are needed, administrators can modify role settings in NetSuite Role Management.