Overview: Support Case Management in NetSuite

NetSuite offers Case Management, as one of its many Customer Service tools. This means it gives you the power to manage your customers questions, queries and complaints efficiently and effectively, allowing for higher customer satisfaction, and evidence that you’re a trusted supplier.

NetSuite offers different methods of recording support cases. A support rep can take a call and fill out the support case record over the phone. A customer can have access to their own customer portal, fill in a web form or have a dedicated email address that will automatically create a support case when they send an email.  

When setting up Case Management within NetSuite, you can follow a checklist, to ensure that all areas have been covered. Firstly, it’s a good idea to set up Case Types and Case Origins.

Case Types – A case type is the kind of support issue that is being reported and can help initial triage of the case. This field will appear on case records, and depending on how your support is carried out, can be filled in by a customer or by a support rep. NetSuite’s default Case Types include:

  • Concern

  •  Problem

  •  Question

To create a Case Type, go to Setup > Support > Case Types > New

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Case Origins – This reflects how the support case was reported. This can help track how a customer communicates with you, and what is the most common way of support cases being reported. NetSuite’s default Case Origins include:

  • Phone

  • Web

  • Email

  • Other

To create a new Case Origin, go to Setup > Support > Case Origin Types > New

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Other considerations when setting up Case Management are Case Statuses (open, closed, in progress), Case Priorities (Low, Medium, High), Case Issues (known issues that you offer support for).

Support cases can be triaged when they arrive with you, and assigned to someone else, or can be left open for someone to ‘grab’ to start working on. Specific support roles can have metrics and case view portlets published to their dashboard for ease of use and quick access.

For example, overview information about cases can be viewed as follows.

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Within a support case, there is a Metrics tab. The Metrics tab allows key information to be tracked, which can assist in SLA response time, and individual response time tracking.

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The initial planning for implementing Case Management into NetSuite and into your business, should look at areas such as, how you would like to offer support, do you need SLAs, and what would you like to track in terms of reporting.

Support Desk and Case Management can be hugely beneficial to a business and can massively impact customer satisfaction rates. NetSuite offers the functionality to allow a intuitive way to manage your customers questions, queries or concerns, ensuring your customers are aware that their business matters to you.

 

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