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Support Groups using Static Groups

edited Nov 22, 2019 10:27AM in CRM 2 comments

HELP!

I'm having a bear of a time organizing cases within NetSuite.  Let me paint what was a simple scenario in the support product we converted from:

*  Tier 1 Group
*  Tier 2 Group
*  Tier 3 Group

Agents within the groups can take cases, but we need to be able to see all cases at the same time.  After reading the online help and receiving what seem to be divergent answers from technical support, we set up the system as follows:

1.  We created Static Employee Groups as indicated above with the individual agents within the groups and marked them as support groups.

2.  We set the supervisor for each employee so that they are structured by group.

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