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New to NetSuite | Case Management > Creating Case Assignment Rules

in CRM (Customer Relationship Management)

In NetSuite, case escalation assignments use rules to determine how support cases are escalated and who they are escalated to, helping teams manage urgent issues more effectively. These assignments work with escalation rules to automatically identify cases that require additional attention and route them to the appropriate support reps or groups. Case escalation assignments help standardize escalation processes, improve response times for critical cases, and ensure important customer issues are handled by the right teams at the right time.

To setup case assignment rules:

  • NetSuite: Go to Setup > Support > Manage Escalation Assignments > New.

NetSuite Next: Click Explore (hamburger icon in the bottom left corner beside the home button)

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