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Tracking (for capping) a Customer's Support Time?

edited Nov 22, 2019 10:28AM in CRM 5 comments

I searched this forum and didn't find this topic (although I have to believe there is a thread somewhere on this).

We use the Cases functionality pretty much out-of-the-box for managing our customer's technical support calls. They call in, get a Case #, talk to a technician, and eventually have their case closed.

We are exploring ways to track (and potentially eventually cap) the amount of time a technician spends on a customer's Cases.

Is there a straightforward way that anyone has seen this implemented in NetSuite?

Thanks as always.

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