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Cases vs Custom Record for Processing Customer Requests

edited Dec 6, 2019 2:38PM in General 5 comments

Cases vs Custom Record for Processing Customer Requests
  
  We are looking for guidance on what is the best practice using NetSuite to process Customer Requests.
  
  Surely the built-in Support Case Mgt module was designed with this in mind, yet we find so many shortcomings with the Case record that we are considering designing a Custom Record for this purpose.  On-the-other-hand, it could be that we do not fully understand the capability that Cases have to offer.
  
  Please feel completely free to share your view in either case.
  
  Here are the Case limitations that we need to overcome:
   [LIST=1]
[*]   Must ensure that the Customer is NOT accidently sent emails.

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