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
Tag: support case
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
Re-opened when a new message is added to the closed case
Summary: This article provides instructions on configuring the case reopening behavior for messages in NetSuite. You can choose whether to allow closed cases to change their status to “re-opened” when a new message is added to the case. The article explains the purpose of the “Messages Reopen Closed Cases” checkbox and its impact on case… Continue reading Re-opened when a new message is added to the closed case
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… Continue reading Support Groups in NetSuite for Efficient Collaboration and Case Assignment
Identify the specific issue a support case is about
Summary: This article provides guidance on managing case issues in NetSuite to facilitate efficient support tracking. It highlights the significance of identifying the specific issue a support case is about, as it enables support personnel to access relevant information quickly. The article also clarifies the distinction between case issues and issue records used for tracking… Continue reading Identify the specific issue a support case is about
Ranking Cases to prioritize
Summary: This article provides guidance on customizing case priorities in NetSuite to align with the specific needs of your support team’s case workflow. It emphasizes the importance of assigning priority rankings to cases to prioritize their handling. Request: The user seeks assistance in understanding how to create custom case priorities in NetSuite to optimize their… Continue reading Ranking Cases to prioritize
Managing Case Origins in NetSuite for Effective Support Tracking
Summary: This article provides guidance on managing case origins in NetSuite to track the reporting method of support cases. It highlights the importance of knowing how a case was reported in order to facilitate effective communication tracking with customers. The article explains the presence of the Case Origin Type field on case records and online… Continue reading Managing Case Origins in NetSuite for Effective Support Tracking
Categorizing Support Cases in NetSuite
Summary: This article provides instructions on how to categorize support cases in NetSuite. Categorizing cases allows support employees to quickly identify the type of issue being reported, enabling efficient resolution. The article explains how to create case types in NetSuite using the provided default options. Request: How to categorize support cases in NetSuite Solution: In… Continue reading Categorizing Support Cases in NetSuite