Setting Subsidiary-Level Support Preferences

Customer support preferences for subsidiaries are set on subsidiary records.

You can choose an anonymous customer record to use as a placeholder when cases are entered by individuals who don't have matching customer records. By default, an anonymous customer record is created for each subsidiary.

Subsidiary-level preferences override the preferences you set at Setup > Support > Preferences > Support Preferences. If you don't set a preference for a subsidiary, it uses the company-level preference. If the subsidiary preferences match the company preferences, changing the company preference will update the subsidiary preference automatically.

To set subsidiary support preferences:

1. As an Administrator, go to Setup > Company > Classifications > Subsidiaries.

2. Click Edit next to the subsidiary you want to set support preferences for.

3. Under the Preferences subtab, click the Support subtab.

4. From the Default Case Profile list, select the required case profile.

   For information about setting up case profiles see, Creating Case Profiles.

   Note:

   Make sure that the case profile you're selecting contains the From name and the From email address. This email address will appear in the From field on email communications sent to customers. Without this name and email address, the Parent company name email address will appear in the email sent to customers instead.

5. Click Save.

Related Topics

• Setting Company-Level Support Preferences
• Setting Up Case Forms for NetSuite OneWorld
• Setting Up Online Case Forms for NetSuite OneWorld
• Customizing Support Rep Roles for NetSuite OneWorld
• Creating Case Rules and Territories Based on Subsidiary
• Setting Up Your Mail Server for Email Case Capture in NetSuite OneWorld
• Setting Up Customer Support in NetSuite OneWorld

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