NetSuite Support Case System Setup
14 Sep 2023

NetSuite Support Case System Setup

Case Management Overview

New cases can be placed into NetSuite in one of three different ways:

  • The User Interface of NetSuite (Source: NetSuite ERP)

  • An Online Customer Form (Source: NetSuite SuiteCommerce Advanced Website)

  • The Customer Center (Source: NetSuite ERP Login as Customer)

These cases are filtered through your preset case routing system and assigned to an appropriate associate. 

The associate and customer can communicate back and forth through the case record or by replying all to the notification email.

Case Routing

Once the cases are entered in the system, case routing requires predefined case rules and case territories.

Case Rules

  • To create a new case rule, you must be logged in as the Administrator and navigate to Setup > Support > Case Management > Case Rules > New.

  • Start by selecting a field to base this rule on.selecting a field to base this rule on

  • Once you have selected a field, you will be taken to the Case Field Rule page, where you can set the criteria for each rule.Case Field Rule page

  • Options can vary based on the field selected.

  • Once you complete creating and editing the rule, you must save it. Create as many rules as necessary.

Case Territories

  • To create a new case territory, you must be logged in as the Administrator and navigate to Setup > Support > Case Management > Case Territories > New.create a new case territory

  • You can provide details such as a title, description, and rule fields within this selection.

  • Once the rules for this territory are chosen, you can assign a support associate to the case under the Support Assignment Tab. When new cases matching rules previously selected enter the system, they will automatically be given to the appropriate associate.

Case Types

CASE TYPES

  • Once the Case Rules and Case Territories are created, you can then create Case Types.

  • To create a new case type, you must be logged in as the Administrator and navigate to Setup > Support > Case Management > Case Type > New.

  • NetSuite provides three case types automatically: concern, problem, and question. Customers can choose between these selections when they submit a case.

Case Forms

  • To create a new case form, you must be logged in as the Administrator and navigate to Setup > Support > Case Management > Case form > New.

  • There are default templates available for your use and customization options for each case form.

CASE FORMS

We Value Your Collaboration With Us

Case Management within NetSuite is vital for your business to effectively develop and maintain a direct line of communication with customers and your employees.

For more information on NetSuite Case Support System setup, Contact Us  today.