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New to NetSuite | Case Management > Creating Case Assignment Rules
In NetSuite, case escalation assignments use rules to determine how support cases are escalated and who they are escalated to, helping teams manage urgent issues more effectively. These assignments work with escalation rules to automatically identify cases that require additional attention and route them to the appropriate…
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New to NetSuite | Case Management > Creating Case Escalation Rules
In NetSuite, escalation rules help ensure that high priority support cases are routed to the correct person or group at the right time, improving response efficiency and case management. Escalation rules use defined criteria to search and identify cases that require immediate attention, automatically assigning matching…
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New to NetSuite | Case Management > Creating Case Territories
In NetSuite, case territories group together case assignment rules that determine how support cases are distributed to support reps and support groups, helping teams manage case routing more efficiently. These territories use defined assignment rules to ensure cases are directed to the appropriate teams or individuals…
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New to NetSuite | Case Management > Creating Case Rules
In NetSuite, case assignment rules define how support cases are distributed to support reps based on fields in the case record, helping ensure cases reach the right team quickly. After you create case rules, they are grouped into case territories. These territories are then assigned to support reps so that new support…
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New to NetSuite | Case Management > Creating Case Issues
In NetSuite, case issues define the type of problem or topic a support case is about, helping teams quickly understand and handle requests. These are entered in the Issue field on a case record and are different from items, which are the products or services you sell and choose to support. Case issues also differ from…
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New to NetSuite | Case Management > Creating Case Priorities
In NetSuite, case priorities define the level of urgency assigned to support cases and help teams determine which issues should be addressed first. The Case Priority field appears on case records and can be configured to align with your support team’s workflow. This feature allows you to create and customize priority…
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New to NetSuite | Case Management > Creating Case Statuses
In NetSuite, Case Statuses indicate a support case’s current stage and help teams track how close it is to resolution or closure. The Case Status field appears on Case records and can also be shown or hidden on online case forms, depending on your setup. This article introduces case statuses, explains how they can be…
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New to NetSuite | Case Management > Creating Case Origins
In NetSuite, Case Origin Types indicate how a support case is submitted and provide important insight into customer communication. Identifying the source of a case helps support teams manage and track interactions more effectively. The Case Origin Type field is available on Case records and can also appear on online case…
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New to NetSuite | Case Management > Creating Case Types
By using NetSuite’s case management process, businesses can efficiently capture, track, and resolve customer issues while keeping all support interactions organized in one place. Each case records critical details that help support teams prioritize requests and respond more effectively throughout the support lifecycle. One…
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New to NetSuite | Case Management
NetSuite’s case management process plays a key role in delivering organized and responsive customer support. It provides businesses with a structured way to track customer issues, questions, and feedback from the moment a case is created through resolution. This ensures every customer interaction is captured, visible, and…
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New to NetSuite | Creating Leads Without Access to the Customer Form
Users often need to create lead records without accessing or modifying full customer details. By customizing entry forms, administrators can limit visibility to the Customer Form during lead creation. This approach helps streamline data entry and align with internal controls. Companies may want to create leads without…
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New to NetSuite | How to Calculate Monthly Sales Rep Quotas
When analyzing monthly quotas for sales representatives in your Forecast vs. Quota reports, it’s important to ensure that each month's quota is precisely aligned with the number of days in that specific month. Let’s explore how this is calculated. Quota Record Setup: When setting up a quota record, you assign a specific…
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New to NetSuite | Saved Search for Customer Primary Contact Updates
Keeping track of changes to your customers' primary contacts is essential for maintaining up-to-date and accurate records. You need a method to automatically track when the primary contact for any customer has been updated in your system. This can help ensure that your team is always reaching out to the correct person,…
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New to NetSuite | Populating All Customer's Primary Contacts
Keeping track of your customer's primary contacts is essential for maintaining effective communication and strong relationships. However, extracting and listing all the primary contacts from your NetSuite database can be challenging if you're unsure how to utilize the platform's features efficiently. Solution: Using Saved…
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New to NetSuite | CRM Setup Overview
Customer Relationship Management (CRM) in NetSuite refers to a suite of applications and tools designed to manage and analyze customer interactions and data throughout the customer lifecycle. The main purpose of CRM in NetSuite is to improve business relationships with customers, assist in customer retention, and drive…
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New to NetSuite | How to set the custom form as the preferred form for lead records?
When the user is creating a new lead record, it does not default to a custom form that the user has created. It defaults to a different form. This is causing the users confusion because the default form used does not have the correct fields in it. Below are the steps on how to det a default form for lead record. 1.Log in…
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New to NetSuite | How to Enable Include Transaction When Sending Email Transactions
The Include Transaction box let you attach the transaction to the message. You can set the default attachment type to PDF or HTML in your user preferences. You can also select a specific attachment type in the Type field. This is feature-driven, and the Mail Merge feature must be enabled for the Include Transaction…
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New to NetSuite | I Own This checkbox in Standard Issue Form
The I Own This Issue feature is to guarantee that an issue record gets assigned to you when it returns to your team. You cannot check this box if this issue is assigned to someone else with your type of role. To own the issue, either assign the issue to yourself or change the issue status to a status associated with…
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New to NetSuite | Case subtab in Issue Record
The Cases subtab is missing when creating an Issue Record. According to SuiteAnswers ID: 11058 and 11059, the documentation specifies that a subtab will not be visible during the creation mode. This aligns with the standard behavior for Issue Record creation. The ability to attach the Issue to Case Records or include Cases…
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New to NetSuite | What is an Issue Record?
An Issue record used to document a product problem, or defect that needs to be resolved. This is an internal-facing record, as opposed to a case, which is a customer-facing record. To enable the Issue Record, navigate to Setup > Company > Enable Features > CRM > Support > Issue Management. After enabling the Issue…
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New to NetSuite | Case Record Overview
Cases track issues your customers report and the responses your support representatives give. Cases are created when your customers report problems, ask questions, or otherwise need to communicate with you. To create a Case Record, navigate to Cases > Customer Service > Cases > New. Note: Cases are created in four ways, 1.…
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New to NetSuite | Email Template Categories feature
NetSuite has an Email Template Categories feature that allows users to sort and organize their email templates based on how they will be used in NetSuite. NetSuite provides Email Template Categories that are accessible to all user roles. You have the flexibility to create numerous categories based on your needs, and you…
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New to NetSuite | The Case was Assigned to Anonymous via Email Case Capture
In certain scenarios, customers utilize the carbon copy (CC) function while sending emails to the customer support team, which can lead to the creation of an "Anonymous Customer" within the case record. When the sender's email address is found within the customer records, the default behavior is to associate the case with…
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New to NetSuite | How to identify the email template used in a transaction email?
User can use an email template to generate personalized email messages to send to your business contacts. To use a custom email template, you must first customize a transaction form. Scenario The user would like to update the current email template they are using when creating a sales order in NetSuite, but she does not…