NETSUITE MAY 15, 2019 Margie Komninos PlantScan Corporation - - PowerPoint PPT Presentation
CUSTOMER SUPPORT IN NETSUITE MAY 15, 2019 Margie Komninos PlantScan Corporation mkomninos@plantscan.com Agenda What is Support Management? Customer Touchpoints Anatomy of an Internal Case Form Case Profiles Assigned To
PlantScan Corporation mkomninos@plantscan.com
Email Your Web Site
Repair Request Service/Product Question How To? Change an Order Order Status Billing Question Return/Exchange Product Request for Quote Suggestion
External Case Form or Online Case Form Online Case Forms Email Case Capture
Email SuiteApp Your Web Site Online Form/Contact Us/ Email link
Email Case Capture
NS Customer Center
NS Support Rep enters information
Internal Case
blank in the profile then will use the one set up under Company > Return Email Address.
Here you can add attachments to the email, BCC other employees Caution: Shows history for the customer to see next time they receive an email from the case so if not sending to customer do NOT use this method.
Will be treated equally to original recipient.
reply to the cases, but it will only show as internal and customers won’t see this interaction. BUT don’t forget to modify the Message to Employee to remove the message history.
Allows customers and prospects to email a question from their own email account to specific address at your company, resulting in the creation of a case. Allows customers to use your non- NetSuite web site Contact Us form which converts to an email.
In NetSuite
from Support Preferences – Inbound Email tab OR
Email Address from the selected Case Profile – General tab In Email Server
email to this address
numbering
assignments and ordering them
emails
red = required; blue = highly recommended; black = optional
status type. SuiteFlow cannot access these fields.
replies to the update email in their inbox. Can be overridden by settings in the Notification tab.
checked then it overrides this and allows the support rep to reply directly in the email to the customer also exposing email address of rep.
than updating the case with the link provided. The duplicates only occur if you also have checked to notify the assignees on update under the notifications tab.
won’t receive a message when you update the case.
the case.
manually in your account by support reps or to notify to employees when they submit help desk cases.
center
using the external case form in the Customer Center.
case forms. To send notification to these customers, you must select the online case form, go to the Set Up Workflow subtab and enter an email template in the Send Auto-Reply Email field.
Assignment, Update, and Escalation
internal case form.
customer, but shows as internal only in case.
If checked:
allows the support rep to reply to the message directly from the case update notification or any reply from the customer.
case is updated if NOTIFY ASSIGNEES has also been checked and customer replies directly from the email.
cluttered online case form message tab.
General tab RECEIVE CUSTOMER REPLIES IN CASE LIST ONLY Notification tab SEND NOTIFICATION REPLIES TO CUSTOMER Does customer receive email when support rep responds directly from the update notification email?
comment
checked unchecked no checked checked yes Customer sees support reps personal email unchecked unchecked no unchecked checked yes Customer sees support reps personal email
use for email case capture was to use this NetSuite Address. You can ignore this and use the one(s) from the General tab in the case Profile(s). If no additional profiles will be created the using this one is fine.
priorities, types, origins, and issues. Using the List View does not allow for drag and drop.
46595.
Record is parent checked AND Custom Subtabs)
exposed (CRM custom field & Custom Subtabs)
SuiteScript)
instrument repairs in addition to the invoice to customer. Both indicate a case can be closed.