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New to NetSuite | Case Record Overview

edited Mar 8, 2024 2:16PM in CRM (Customer Relationship Management)

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.      A support rep creates a case record in NetSuite for customer who calls in.

2.      A customer completes an online case form. See Online Case Forms.

3.      A customer sends an email to your support address.

4.      A customer clicks the Contact Support link in the Customer Center or your Web site and fills out an external case record.

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