Support Groups in NetSuite for Efficient Collaboration and Case Assignment

Summary: This article provides insights into using support groups in NetSuite to streamline collaboration, manage group events, and assign cases effectively. It emphasizes the benefits of assigning cases and case territories to support groups for efficient case filtering and quicker customer response. Additionally, the article highlights the automatic creation of group calendars when setting up support groups, allowing everyone with account access to view group events. Accepting event invitations also enables group members to see events on their personal NetSuite calendars.

Request: The user seeks guidance on utilizing support groups in NetSuite for improved collaboration, case assignment, and event management.

Solution:

Support groups in NetSuite offer several advantages for enhancing collaboration, managing group events, and optimizing case assignment processes. By utilizing support groups effectively, you can streamline teamwork, facilitate case filtering, and ensure prompt customer responses.

Key features and benefits of support groups in NetSuite include:

1. Event Management and Group Calendars:
   • When creating a support group, a corresponding group calendar is automatically generated.
   • Inviting the support group to events enables everyone with account access to view group events on the group calendar.
   • If a group member accepts an event invitation, the event is also displayed on their personal NetSuite calendar.
2. Efficient Case Assignment:
   • Cases and case territories can be assigned to support groups, allowing for streamlined case filtering.
   • Assigning cases to support groups ensures that the right team members within the group can respond promptly to customer inquiries or issues.
   • By leveraging support groups, you can allocate cases to dedicated teams, enhancing specialization and improving response times.

To create a support group in NetSuite,

1. Go to Customers > Relationships > Groups > New.  
2. On the Create Group page, select Static. 
3. Select Employees as the kind of members you want to include in the group.  
4. Click Continue.

5. If this group already has a group email address in your email application, enter the address in the Email field. 
6. If you want only members of this group to be able to see the group’s list of members, Check Private box. 
7. Check the Support Group box. 
8. On the Members subtab, add members to this group in the following ways: 
   • To add individual members, enter part of a member’s name in the Name column, and press Tab. Select a member, and click Add. 
   • Click Add Multiple 
   • Click Add With Search to enter search criteria for the members you want to add. 
     Note: You can use more than one of these methods to add members to the same group. For example, you can select a few members individually and then add all the members that meet search criteria.
9. Set the preferences for viewing the group calendar on the Calendar Preferences subtab.