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 • Rules & Territories & Processing Order • Value Add with Topics & Solutions (Knowledge Base) • Email Case Capture • Set Preferences Tips • Case Management – Tracking Cases • What’s Possible – PlantScan Case Management
What is “Support Management”? Documented Interactions that a company has with their customers, initiated by the customer.
Customer Touchpoints Email Your Web Site Service/Product Question Repair Change an Order Request Billing Question Return/Exchange Order Status Product Suggestion Request for Quote How To?
Customer Touchpoints Your Web Site Email Online Form/Contact Us/ Email link Email Case Capture Internal Case Online Case Forms Email Case Capture NS Customer Center NS Support Rep enters information External Case Form or Online Case Form SuiteApp
Anatomy of an Internal Case Form
Processing Flow for Rules Assignment & Escalations
General Tips Related to Case Emails • Communication sent from the Reply field will use the email address specified in the Profile . If left blank in the profile then will use the one set up under Company > Return Email Address. • To copy other recipients: • Email button on the Messages subtab or the email icon on the dropdown at the top of case page. 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. • Add multiple email addresses in SEND E-MAIL TO field on a case by separating with commas. Will be treated equally to original recipient. • Add contractors/vendors as employees that don’t normally have access to NS. They can still 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.
Inbound Email Case Capture 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.
Inbound Email Case Capture Set Up In NetSuite • copy the NetSuite address from Support Preferences – Inbound Email tab OR • Copy the NetSuite Inbound Email Address from the selected Case Profile – General tab In Email Server • Forward specific email to this address
Setup 101 & Tips Customer Support Management red = required; blue = highly recommended; black = optional • Enable features • Create case rules and territories and ordering them • Set employee as support rep • Create escalation rules and • Define support groups assignments and ordering them • Setup auto-generated • Setup email case capture numbering • Customize support notification • Offer support for items emails • Create case Types • Case form customization – internal • Create case Issues • Case form customization – external • Create case Origins • Create online case forms • Create case Statuses • Setup support topics and solutions • Create case Priorities • Setup Knowledge Base • Create case Profiles • Setup customer center • Setting support preferences
Support Preferences Tips General tab • Check DEFAULT CASE FORM TO INTERNAL ONLY • Avoids accidental emails going to customers if there are interactions with other than just the customer. • 3 line SuiteScipt to automatically change to reply to customer based on status type. SuiteFlow cannot access these fields. • Check RECEIVE CUSTOMER REPLIES IN CASE LIST ONLY • Global setting that will not send replies to customer even if support rep replies to the update email in their inbox. Can be overridden by settings in the Notification tab. • Avoids receiving duplicate emails under specific conditions: • if SEND NOTIFICATIONS REPLIES TO CUSTOMER (Notification tab) is also 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. • Duplicates can occur when a customer replies directly to the email rather 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.
Support Preferences Tips Notification tab • Check boxes for NOTIFY ASSIGNEES and NOTIFY ESCALTEES • Emails when a case has been assigned to them and updated. No worries, you won’t receive a message when you update the case. • If not checked then support rep may NOT be notified when a customer updates the case. • Check boxes for NOTIFY FILER ON SUPPORT REP CASES • Automatically send email notification to customers when cases are created manually in your account by support reps or to notify to employees when they submit help desk cases. • Check box NOTIFY FILER ON EXTERNAL CASES if using customer center • Automatically sends email notification to customers when cases are submitted using the external case form in the Customer Center. • Note : This does not send notification to customers submitting cases using online 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.
Support Preferences Tips Notification tab cont’d • Uncheck boxes SEND NOTIFICATIONS REPLIES TO CUSTOMER for Assignment, Update, and Escalation • Recommend to force support reps to reply to message ONLY from the NS internal case form. • Note: when unchecked email reply from support rep will not be delivered to customer, but shows as internal only in case. If checked: • It overrides the checkbox RECEIVE CUSTOMER REPLIES IN CASE LIST ONLY and allows the support rep to reply to the message directly from the case update notification or any reply from the customer. • Exposes support reps personal email address to the customer. • Can cause support rep to possibly receive duplicate emails from customer when case is updated if NOTIFY ASSIGNEES has also been checked and customer replies directly from the email. • Invites message history propagation in messages on case which causes a very cluttered online case form message tab.
Set Preferences Will customer receive email? Impact of checkboxes on customer receipt of email General tab Notification tab Does customer RECEIVE CUSTOMER SEND NOTIFICATION receive email when REPLIES IN CASE LIST REPLIES TO CUSTOMER support rep responds comment ONLY directly from the update notification email? checked unchecked no checked checked yes Customer sees support reps personal email unchecked unchecked no unchecked checked yes Customer sees support reps personal email
Support Preferences Tips Inbound Email, and Ordering tabs Inbound Email tab: • This is a remnant of prior release before 2014.1 when the only address to 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. Ordering tab • Reorder the drop down lists by clicking and dragging for case statuses, priorities, types, origins, and issues. Using the List View does not allow for drag and drop.
Case Management Tracking Cases • Case Queue • Lists > Support > Cases • Solutions • Lists > Support > Solutions • See Case Count • View Solution > Cases tab • From Customer Record • General > Cases tab • Reports > Cases • Saved Searches • Home Page Portlet – recommended
What’s Possible? PlantScan Case Management • Inventory Adj button – creates Inventory Adjustment (SuiteScript) • Remove Submit & Close button on external cases (SuiteScript). See SuiteAnswers 46595. • Vendor bill/Invoice – attach cases to transactions (Custom CRM Field – list/record with Record is parent checked AND Custom Subtabs) • Customers of distributors are added as contacts to customer and the address field is exposed (CRM custom field & Custom Subtabs) • Selecting status=Response Requested checks Sent Email to Customer (3 line SuiteScript) • Solutions show parts (CRM custom field) • Saved search created to show bill from contracting company that does some instrument repairs in addition to the invoice to customer. Both indicate a case can be closed.
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