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Change in Responding to Customer Messages in CRM Case Management

edited Jun 17, 2024 12:53PM in Announcements

This notice applies to customers who use the NetSuite CRM Case Management feature to receive and manage support requests from your customers.

What Is Changing?

As of NetSuite 2024.2, the support representative assigned to a customer case will not be added automatically as a recipient when the support rep responds to a customer.

Currently, the Receive Customer Replies in Case List Only preference requires support reps to contact customers through CRM Case Management, and the support rep's email is added automatically to the reply.

After your account is upgraded to NetSuite 2024.2, this preference will be renamed to Prevent Support Reps from Receiving Customer Replies by Email


@Robert Nedelkow-Oracle | NetSuite Support Community Administrator

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