CRM and SFA Features

Users with the Administrator role can enable the following features on the CRM subtab of the Enable Features page.

Feature	Description
Basic Features
Customer Relationship Management	Manage all your business relationships with lists of contacts, companies, events, and tasks.
Sales Force Automation	Use SFA to manage your sales process.
Customer Support and Service	Track, route, and manage customer support request.
Marketing Automation	Create targeted marketing campaigns and customize your email communications. You must agree to the NetSuite Marketing Application Terms of Service before you can enable this feature. To agree to the terms, click Terms of Service. Read the terms, check the box at the bottom of the page and click Close Window.
Sales
Opportunities	Create opportunity records you can use to track sales opportunities. Note: Enabling this feature creates the system-generated Opportunities account.
Lead Conversion	Convert leads to prospects, contacts, opportunities, and tasks. Before you begin using the Lead Conversion feature, you should do the following: Set the Default Lead Type preference to Individual at Setup > Company > General Preferences. Set the Preferred Lead Form preference to Standard Lead Form at Setup > Sales > Sales Preferences.
Advanced Forecasting	Manage your sales forecast as three different amounts—worst case, most likely, and upside.
Team Selling	Assign sales teams to transactions and customers. Team Selling lets you calculate split commission for multiple sales representatives on a transaction.
Historical Metrics	Track historical pipeline and forecast KPIs for the company and for each representative. Historical forecast and pipeline amounts can be used for comparison KPIs.
Support
Email Case Capture	Forward your support email to NetSuite. Then, when a message is received by NetSuite, a case is automatically created using information from the email message.
Automated Case Escalation	Set up rules and assignments that determine when a case is escalated
Issue Management	Use issue records to track problems with products that need resolution outside of the support team.
Knowledge Base	Create a searchable database for FAQs, support cases and more.
Help Desk	Track internal support cases submitted by employees separately from support cases submitted by customers.
Marketing
Online Forms	Add forms to your existing Web store or site to provide new leads and customer service.
Mail Merge	Create and manage fax, email, letter, and PDF documents you create for those you do business with. You must agree to the NetSuite Marketing Application Terms of Service before you can enable this feature. To agree to the terms, click Terms of Service. Read the terms, check the box at the bottom of the page and click Close Window.
CRM Template Categories	Categorize your email and campaign templates. You can create new categories at Documents > Templates > Template Categories > New.
Capture Email Replies	Track all replies to email that was originally sent from NetSuite. For example, if a support representative responds to a case record by email and the customer replies to the email, the response is automatically saved on the case record as well.
Subscription Categories	Categorize campaigns into different subscriptions. This allows message recipients to subscribe to some kinds of campaigns and unsubscribe from others.
Upsell Manager	Use the search capabilities to match customers with items they are likely to buy.
Sales Campaigns	Sales campaigns allow sales representatives to send email campaigns to their customers and track their responses.
Partners
Partner Relationship Management	Use records to manage your partners. Track the sales your partners bring in by associating partners with promotion codes or including partner codes in links to online forms. You must enable this feature to enable the Partner Access and Advanced Partner Access features.
Partner Commissions/Royalties	Create schedules that calculate commission for partners and pay commission when it is earned. Note: Enabling this feature creates the system-generated Commissions Payable account.
Multi-Partner Management	Associate more than one partner with each sales transaction.

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