Summary: This article explains how to offer support for items in NetSuite, enabling more accurate case filtering and specialized assignment. By extending support to items, you can assign cases related to specific items to support representatives with expertise in those areas. The article highlights the types of items for which support can be offered and provides step-by-step instructions for enabling item support on item records.
Request: The user seeks guidance on offering support for items in NetSuite to enhance case filtering and assign cases to specialized support representatives.
Solution:
In NetSuite, you have the option to extend support beyond support issues and include support for items. By offering support for items, you can further refine your case management processes, improve case filtering accuracy, and assign cases to support representatives with expertise in specific items.
You can choose to offer support for the following types of items:
- Inventory
- Assembly/Bill of Materials
- Kit/Package
- Noninventory items for sale or resale
- Other charge items for sale or resale
- Service items for sale or resale
To offer support for an item: On the item record, click the Preferences subtab -> Check the Offer Support box.
Support reps or customers can choose this item in the Item field on case records or online case forms. You can then quickly assign it to the person or group who has the most expertise on the item.