In this video you will learn how to use the support subtab inside customer records using NetSuite's ERP system.
Welcome to NetSuite. In this video we will be covering the support subtab in a customer record.
A support case is any issue that a customer presents that requires follow-up from someone in your organization. From a customer's record scroll down to the subtab section, click SUPPORT. The support subtab has secondary subtabs which include Cases, Warranty Claim List, and Warranty Registration. The Cases subtab shows general support cases. This could include things like returns or product questions. All current support cases will be shown here.
To add a new support case click NEW CASE. A pop-up window will now display. All fields with asterisks are required to be filled out. The company name will automatically populate here if the new case was created from inside of a customer record. The Form field allows you to select what type of form is used for this support case. We will change the form here and the layout will change as well. Pressing the CANCEL button will leave the pop-up. We will reopen the case pop-up by clicking the NEW CASE button again. The subject should be a short summary of the issue. The profile field sets the from address for the user in addition to the template used for the notification that is sent out. Incident date and time should contain the date and time the incident occurred. The status section shows what the status of the case is and should be set. The Assigned To case field should be used if the case should be assigned to another user in NetSuite. As an example, if the support case is an accounting error you may want to assign this case to someone on the accounting team. In our case the other fields are not required but your NetSuite may require some of them. At the bottom of the page is the Interaction subtab. In the message section more information about the support case should be added. These are the basic things that should be filled out when making a new support case.
The general subtab allows you to add general notes about this case. The Files tab is where any files related to this case should be added. The Escalate tab has area at the top to add a message. Under escalate you will be able to select from the drop-down who to escalate this case to. After all applicable fields are added click SAVE at the bottom of the pop-up window. A new case has now been added.
The warranty claim list and warranty registrations subtabs both deal with warranty claims and will not be covered in this video. Thanks for watching.