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Leveraging the support data
We have been using Support Cases in Netsuite for all of our customer service enquiries and faults for 24 months now. With over 3,000 faults and repairs (cases and messages) complete with linked invoices we are reasonably confident that most of the problems that arise now are already recorded and resolved somewhere in our data.
I'm thinking of having a Saved Search for reps to do a query and pull up the previous jobs. Doing searches on the Subject line of the cases produces a list of relevant case results up to a point by me using industry terms. However I want junior staff and possible customers to be able to search the 'cases' and look at previous results.
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