Contents

Enable Features .......................................................................................................................................................2

Setting up Case Management ............................................................................................................................2
Creating Case Types ..........................................................................................................................................2
Creating Case Origins ........................................................................................................................................3
Creating Case Issue ...........................................................................................................................................4
Creating Case Profiles .......................................................................................................................................4
Assignment Rules & Territories .....................................................................................................................6
Creating Case Rules .......................................................................................................................................7
Creating Case Territories .............................................................................................................................8
Creating a Case .......................................................................................................................................................9
Cases are created in Three ways ..................................................................................................................9
A support rep creates a case record in NetSuite for customer who calls in. ...........................9
A customer sends an email to your support address........................................................................9
A customer completes an online case form. ........................................................................................9
Enable Features

We need to enable the following feature

Setting up Case Management

To set up and handle support cases, you should first create case types and case origin types
for organizing your cases. Then you can decide which items and issues you want to offer
support for.

Next, you set up case rules and territories to automatically assign cases to support reps.

Creating Case Types

A case type represents the kind of support issue your customer is reporting. Knowing what
kind of issue a case is about helps support employees get important information about a case
quickly.

Three default case types are offered by NetSuite:

Concern, Problem, Question

To edit existing or default case types, go to Setup > Support > Setup Tasks > Case
Types Click the name of the case type you want to change. Click Edit, and make your
changes. Then, click Save.
To New create a case type:

 Go to Setup > Support > Setup Tasks > Case Types > New.
 In the Case Type field, enter a name for this case type.
 Customers and support reps select a case type when entering case records.
 In the Insert Before field, you can control where the new type appears in the type
list in dropdown fields.
 In the Description field, enter a brief description of what cases should fit in this case
type.
 This description is displayed in the Support Case Types list.
 Click Save.

Creating Case Origins

A case origin type is how a support case is reported. Knowing how a case was reported helps
your support people track communication with your customers.

The following default case origin types are included in your account:

Phone, Web, Email, Other

To change your case origins, go to Setup > Support > Setup Tasks > Case Origin Types >
New. Click the name of the origin you want to change. Click Edit, and make your changes.
Then, click Save.

To create a new case origin:

 Go to Setup > Support > Setup Tasks > Case Origin Types > New.
 In the Case Origin field, enter a name for this case origin type.
 This name appears in a list on case records in the Origin field.
 In the Insert Before field, you can choose to place this type before an existing type
in the list.
 In the Description field, enter a description of this case origin type or what cases
should have this origin type.
 Click Save.
Creating Case Issue
A case issue is any issue you list as one you offer support for. Knowing what issue a support
case is about helps your support people get important information about a case quickly.

To create a case issue:

 Go to Setup > Support > Setup Tasks > Case Issues > New.
 In the Name field, enter a name for this support issue.
 For example, you may want to offer support for those having trouble in your Web site,
so you would enter Web site.
 In the Description field, enter a brief description of what types of cases are classified
in this issue.
 Click Save.

Creating Case Profiles

Case profiles that enable you to apply different configurations to support cases. Using case
profiles provides control over the branding of your support communication. By setting the
templates that are used for each profile, you can do the following:

 Provide unique support communication for multiple web sites with different branding,
From names, and email addresses
 Have different identities for replying to support cases that are independent of
subsidiaries
 Have different case capture email addresses that are independent of subsidiaries

Case profiles include the following settings:

 Support From name and email address

 Anonymous customers for inbound email and online forms
 Customer and employee case notification templates
To create a case profile:

 Go to Setup > Support > Case Management > Case Profiles > New.
 On the General subtab, enter a name for this profile. This is the name shown in
the Profile field on case records.
 In the From Name field, enter the name you want to show in the from field on email
notifications.
 In the From Email Address field, enter the address you want to show in
the from field on email notifications. This will be the address for communication sent
from the Reply field in the case record.
 If you use NetSuite OneWorld, select a subsidiary in the Subsidiary Filter field if you
want to restrict the use of this profile to cases for a specific subsidiary.
 Select the Anonymous Customer — Online Form record you want to assign to cases
that are entered through online case forms for people who do not match existing
customer records.
 Select the Anonymous Customer — Inbound Email record you want to assign to
cases that are entered using Email Case Capture for people who do not match an
existing customer record.
 Click the Notifications subtab.
 Select the Customer Notification Templates you want to use to notify customers
when cases are created, updated, closed, or escalated.
 Select the Employee Notification Templates you want to use to notify employees
when cases are assigned, updated, updates are cc’d to another employee, and when a
case is escalated.
  Click Save.

After saving the case profile, new Inbound Email address will be generated. For Example I
have created two different case profile for same subsidiary( Demo Account)

Assignment Rules & Territories

After you've defined your case types, case origins, support issues and support items, you can
set up rules and territories to automatically assign cases to support reps or support groups.

When you create a case rule, you set criteria for a certain field on the case record. You then
group rules into territories and assign a support rep to the territory. Any new cases that meet
the criteria of each rule in a territory are assigned to that support rep.
Creating Case Rules

Rule is a set of parameters for how support cases are distributed to support representatives.
The rules are based on fields found in the case record. After you create case rules, they are
grouped together as case territories. These territories are assigned to your support
representatives so that new support cases are distributed automatically.

To create a case rule:

1. Go to Setup > Support > Case Management > Case Rules > New.
2. On the Select a Rule Field page, click the name of the field you want to base this rule
on. Image Shown is only Few

3. The type of field you select determines what kind of criteria, and in some cases sub-
criteria, you can set.
4. Under Customer Fields, you can select a field from customer records that you want to
base the rule on. For example, you can create a rule for all cases submitted by
customers from Maine.
5. On the Case Field Rule page, enter a name for this rule.

6. Enter a description for this rule.

7. The field you are basing this rule on appears below the Description.
8. Set the criteria you want for this rule. The criteria you can set are based on the field
type:
Numerical fields – criteria and sub criteria based on numerical ranges
Text fields – criteria and sub criteria based on case-sensitive, alphanumerical content
List fields – criteria based on including or excluding choices in pre-existing list
You can select more than one choice in the list by pressing your keyboard's CTRL key
while selecting additional options with your mouse.
 9. When you have finished setting your criteria, click Save.

Creating Case Territories

Case territory is a group of case assignment rules. The case territories use the case
assignment rules to determine how cases are distributed to your support reps and support
groups.

Before you set up a case territory, you should create the case rules that make up the territory.

If you use NetSuite OneWorld, you must create case rules based on the subsidiary field to
ensure that support reps are only assigned cases in subsidiaries they have access to

To set up a case territory:

1. Go to Setup > Support > Case Management > Case Territories.

2. On the Case Territory page, enter a name for this territory.
3. Enter a description for this territory.

4. Select Match All Rules if you want cases to match all the rules you select to be
assigned using this territory.
5. Select Match Any Rule if you want a case to be assigned using this territory if it
matches any one of the rules you select.
6. Click the Configure Rule Definitions subtab.
7. Select a rule you want to apply to this territory.
8. Click Add/Edit.
9. For each rule you want to apply, repeat steps 6 and 7.
10.Click the Support Assignment subtab.
11.Select a support rep or support group this territory is assigned to.
12.To make an employee appear in this list, go to the employee's record, click Human
Resources, and check the Support Rep box.
13.To make a group appear in this list, go to the group's record, and check the Support
Group box.
14.Click Add/Edit.
15.For each support person or group you want assign this territory to, repeat steps 10
and 11.
16.Cases are distributed evenly to all the support reps and groups listed.
17.Click Save.
Creating a Case

Cases are created in Three ways

A support rep creates a case record in NetSuite for customer who calls in.

Manual Entry Activity

List -> Support->Case -> New
Apart from netsuite standard field, we can also have custom field as per company
requirements.

A customer sends an email to your support address

Netsuite Inbound Email Id should be configured in the Respective Email Account
A customer completes an online case form.
Online case forms make it easy for customers to contact you with any enquiries, and
your service team to resolve problems and offer customers the best service possible.

Online forms are created using either NetSuite's default form template or a custom
HTML template you upload. You can link to the online form from your website or from
the Customer Center. Also we can create new template as per our requirement