Netsuite's Case

Hi All,

Case record is important part of Support management system in Netsuite. When a customer reports an issue, a question, or an suggestion to your business, you create a case in your account that is added to the cases list. This is the beginning of the case workflow.

After creation, case is assigned to appropriate support rep. Support rep work on it and contact customer using email, phone or companies preferred method. 

When customer receive Support rep's email, they can reply to the email , ask additional question. All these 

message attached to original case record. Case can be escalated and can be closed.

Support rep can also create Case for customer, lets say user call on customer support number and explain about problem. Support rep will create case on customer's behalf and enter all required details. 

**** Netsuite create a unique email id for creating case automatically in netsuite. They can do this using customized tool also. Every time when email go out from case record, netsuite use an unique email id for 

every case which is used for tracking message in netsuite. 

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.
   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.

To enter a customer support case: 

1. Go to Lists > Support > Cases > New.

2. Select form 

3. Enter Subject

4. Enter Customer Details

5. Assign to support rep

6. Enter incident details 

7. Enter other mandatory details (if any)

8. Save 

**** Netsuite can be customized to create rule for assignment. Use FIFO , LIFO or based on custom table etc.

Case can be used to (but not limited to):

  Attach email, events and calls

  Attach any knowledge base documents

  Tracking time

  Escalating cases.

* Case can be attached to issues, solutions , transactions( 7 type of transactions are supported) and to other customized records.

New Case

Case Status List:
1. Not Started
2. In Progress
3. On Hold
4. Escalated
5. Re-Opened
6. Closed
If required, new can be added , go to Setup > Support > Case Statuses > New

Case's Status

If you have any query please comment below or use our fb group/page.

Thanks

Netsuite Guru