NetSuite offers a set of metrics that provides insights into each support case, empowering support managers with greater visibility into case handling effectiveness. These valuable metrics are conveniently accessible through the Metrics subtab within each case record, making it easy to track and monitor progress.
The Metrics subtab on the case record allows support managers to access data that helps to evaluate and enhance case management. These metrics help in measuring various aspects of case handling. Support managers can leverage NetSuite’s filtering capabilities within Case saved searches to aggregate these metrics across all cases. This feature enables them to monitor case performance at an organizational level, with a particular focus on Service Level Agreements (SLAs). By combining these saved searches with the Case Alerts feature, support teams can achieve real-time monitoring and receive notifications about potential SLA breaches.