The Email Case Capture feature automatically converts customer support messages your company receives into organized cases in NetSuite. An administrator can enable this feature at Setup > Company > Enable Features > CRM > Support. Depending on the specific requirements of your business, you can use case capture to create a simple catch-all support address.… Continue reading Email Case Capture Feature in NetSuite
Tag: support case management
Grabbing and Assigning Cases
When a case record is entered, it needs to be assigned to either a person or a group. To grab a case: Grabbing is a quick way to assign a case to yourself. When you assign a case to yourself, you can respond to the customer. You have to be a support representative in order… Continue reading Grabbing and Assigning Cases
Knowledge Base Topics in NetSuite
Knowledge Base solutions can be organized by a hierarchy of topics and subtopics. When a topic is published, its subtopics and the solutions linked to these subtopics will also be published. To create a topic: Navigate to Lists > Support > Topics > New. Within the Title field, input a name for this topic, which… Continue reading Knowledge Base Topics in NetSuite
Performance Metrics in Support Cases
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… Continue reading Performance Metrics in Support Cases
Knowledge Bases in NetSuite
Knowledge bases are powerful tools for businesses seeking to organize and disseminate information relevant to their operations. By centralizing knowledge and information, these systems offer several key advantages. Firstly, they enhance the efficiency of support representatives by providing quick access to a repository of solutions, FAQs, and best practices. This helps support teams respond promptly… Continue reading Knowledge Bases in NetSuite
Configurations and control over the branding of support communication
Summary: This article provides guidance on creating case profiles in NetSuite, offering the ability to apply different configurations to support cases. By utilizing case profiles, you gain control over the branding of your support communication, allowing for unique and tailored support experiences. The article highlights the benefits of setting templates for each profile, including providing… Continue reading Configurations and control over the branding of support communication
Providing Item Support for Enhanced Case Filtering and Expert Assignment
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… Continue reading Providing Item Support for Enhanced Case Filtering and Expert Assignment
Limit escalations to support reps only
Summary: This article provides instructions on configuring case escalation settings in NetSuite to limit escalations to support representatives only. Enabling this feature ensures that only employees with the “Support Rep” designation on their employee records appear in the “Escalate To” field on case records. Request: The user seeks guidance on configuring case escalation settings in… Continue reading Limit escalations to support reps only
Send Email to the Customer on Case Creation by Sales Rep
Request: The user wants guidance on automatically sending email notifications to customers when cases are created by support reps in NetSuite. Solution: In NetSuite, you can configure automatic email notifications to be sent to customers when cases are created by support reps. Follow the instructions below to enable this feature: Go to Setup > Support >… Continue reading Send Email to the Customer on Case Creation by Sales Rep
Lock Closes Cased after specific days
Summary: This article provides instructions on how to lock closed cases in NetSuite after a specified lockout period. Enabling this feature ensures that closed cases cannot be edited or accessed by anyone other than the account administrator. Request: How it restricts editing and access to closed cases by anyone other than the account administrator? Solution:… Continue reading Lock Closes Cased after specific days