Creating Case Territories
A 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.
For example, the support manager for Wolfe Electronics has two rules. One rule for the support issue Installation. Another rule for the support items Creativo 2000, Creativo 2400, Impressivo 1000 and Impressivo 1500. The manager creates a territory that includes both rules, and assigns the territory to Tom Taylor. Now, when a customer submits a case about installing any of these models of computers, the case is automatically assigned to Taylor.
If you use NetSuite OneWorld, you must create case rules based on the subsidiary field. This field ensures that support reps are assigned cases only in subsidiaries they have access to. For more information, see Customizing Support Rep Roles for NetSuite OneWorld.
To set up a case territory:
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Go to Setup > Support > Case Management > Case Territories.
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Click New.
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On the Case Territory page, enter a name for this territory.
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Enter a description for this territory.
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Select Match All Rules if you want cases to match all the rules you select to be assigned using this territory.
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.
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Click the Configure Rule Definitions subtab.
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Select a rule you want to apply to this territory.
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Click Add/Edit.
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For each rule you want to apply, repeat steps 6 and 7.
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Click the Support Assignment subtab.
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Select a support rep or support group this territory is assigned to.
To make an employee appear in this list, go to the employee's record, click Human Resources, and check the Support Rep box.
To make a group appear in this list, go to the group's record, and check the Support Group box.
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Click Add/Edit.
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For each support person or group you want assign this territory to, repeat steps 10 and 11.
Cases are distributed evenly to all the support reps and groups listed.
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Click Save.
After you have set up the case territories, the territories are assigned priorities. Priorities determine which territory a case should be classified in if it matches more than one territory.
If you do not create and assign territories, the default round-robin territory automatically distributes cases evenly among support reps. If you do not want cases to be assigned automatically, go to Setup >Support > Manage Case Territories, and click Default Round-Robin. Click Edit, and check the Territory is Inactive box. Now, all cases will be marked as Unassigned until you assign them.
If you do not inactivate the Default Round-Robin territory, cases not assigned by territories are distributed using the round-robin territory.
You can change the priorities on the Manage Case Territories page. Click the handlebars next to the territory you want to move up or down and drag it to the new position. To view the rules for a territory or make changes to a territory, click the name of the territory in the Case Territory column.