1. Support Management
  2. Support Glossary

Support Glossary

Case: A record created to document a problem, question, or other feedback from a customer. Case records can be assigned to support reps, who can use the case record to respond to the customer by email. Reps can also use case records to document a support phone call. Cases are customer-facing records, whereas issues are internal company records.

Category: A division of customer and vendor records into groups you specify in NetSuite. Categories help you organize records to manage your business more easily. Set up customer, vendor, or budget categories with Accounting Lists. You can use Web Site Categories in a Site Builder web store to organize products you sell online. To set up categories for Site Builder, go to Commerce > Site Builder > Content Management > Categories.

Center: The set of tabs each role has access to. For example, Administrators work in the Classic Center, which has the Lists, Transactions, and Reports tabs. Accountants work in the Accounting Center, which has the Customers, Vendors, Payroll and HR, and Financial tabs.

Class: A way to separate and track records such as financials, transactions, and employees. For example, a janitorial service wants to track household and commercial accounts separately. They set up a class for each of these account types. Then, they can track the financial performance of each class over any period of time.

Crosslinks: Crosslinks enable navigation between pages centered around the same record type rather than access these pages through menus. Typically crosslinks appear at the top of record pages. Common examples of crosslinks are Search and List.

Customer: The person or entity that buys goods from you or your business.

Custom form: A form you can modify to fit your business needs.

Customer Center: A user-restricted role that has permission to:

Customize menu: This is a user interface element in NetSuite. The Customize menu is located in the upper-right corner of all records that can be customized.

Department: A division or section of your business. Use departments to separate and track records such as financials, transactions and employees. For example, you can set up a department for each team, then track income and expenses for each one over any period of time.

Disclaimer: A statement or explanation of your company's policies and terms. You can use a disclaimer to familiarize your customers with important information about your company. In NetSuite, you can print a disclaimer on custom forms.

Drill down: Click a link in a list, report, or register to view, or edit at a more detailed level. For example, you can drill down on a check by clicking the date of the check. Then, you can see when it was written or when it cleared the bank.

Dynamic group: A group of relationship records created from a saved search. Because the set of criteria for the group is saved, new records that fit the criteria of the group are automatically added to the group.

Employee Center: A user-restricted role that has permission to:

Entity: Entity records include those records that define people or organizations such as company, contact, vendor, and employee.

Field group: A collection of fields grouped together into a logical group. You can use a field group to organize fields on a form.

Field-Level Help: A popup window with details about a field on a NetSuite page. To read field-level help, click the label next to the field.

Handler: The action or process the business events framework does when a business event occurs on a record. For example, when a sales order's approved, the Automatic Location Assignment handler is called and begins assigning locations automatically.

Internal ID: Records and forms in NetSuite each have a unique internal ID. The internal ID is useful when writing SuiteScript and when referring to custom records and custom fields. Internal IDs are also useful for understanding the default URL parameters in your web store. You can set a preference to always see internal IDs for records on lists. To set the preference, go to Home > Set Preferences. On the General subtab under Defaults, check the Show Internal IDs box.

Issue: A record used to document a product problem, or defect that needs to be resolved. This is an internal-facing record, as opposed to a case, which is a customer-facing record.

KPI: Key Performance Indicators are measurable values that show how well your organization is doing. They help you set and track progress toward organizational goals. You can add up to three graphical meters to your dashboard that describe key performance indicator (KPI) information. For example, you can set up a KPI meter for your Sales indicator. Your meter will show your date comparisons graphically and flag your threshold values.

Lead source: A name or code that designates how a lead, prospect, or customer was referred to your company. If you use the Marketing Automation feature, your list of lead sources consists of the names of campaigns. If you don't use Marketing Automation, you can create your own lead sources. Go to Setup > Sales > Setup Tasks > CRM Lists > New. You can select a lead source on a customer, lead, or prospect record.

Login access: Access to individuals and companies who need to enter and view information in a NetSuite account. Each user can have a different access level, and you can assign different roles to each record.

Message field: A field where you can select a personal message to appear on invoices and other forms you send customers and vendors. A field that appears on the Checkout, Welcome and Catalog pages of your NetSuite website. Use the store message fields to share general information with customers who visit your website.

Note: There are two types of notes in NetSuite: system notes and user notes. System notes are generated automatically when you make changes to a record. User notes are added manually to keep track of information about a record.

Partner: A partner is an outside company you work with that's not a customer or vendor.

Partner Center: Partners can log in to NetSuite to update their profiles, view reports, and set up promo codes.

Password: The secret code that you, your employees, or others use to log in to NetSuite. Password requirements depend on the password policy in place, the role assigned to the user, and access to secure information. For more information, see NetSuite Password Requirements. For security reasons, passwords aren't included in email notifications. Contact users directly to assign passwords.

Plug-In: A plug-in is a functionality, defined by an interface, that you can customize. After it's installed, a third party can change its default logic to fit their needs. For more information, see Custom Plug-in Overview.

Portlet: A dynamic data display window in a NetSuite subtab or dashboard. Some portlets provide direct access to raw data. Others display data that has been synthesized into critical business metrics, such as key performance indicators (KPIs), performance scorecards, trend graphs, and report snapshots. Some other portlets show data from website RSS feeds.

Preferences: Options in NetSuite that let you set the application up for your business needs. Preferences are unique to each feature area and depend on your role. You can set preferences that only affect your own NetSuite experience, such as time zone, language, drop-down menus, and color theme. Depending on your role, you may also have permission to set company-wide preferences that affect areas such as accounting, invoicing, and inventory management.

QuickView: This is a user interface element that shows a summary view of a record. For some record types, QuickView also contains buttons that allow users to make changes directly to the record.

Rank: The position of an item in a list of similar items. In a region, each location gets a rank, which determines the order they're assigned to sales order lines when the optimal fulfillment strategy is set to Highest Ranked Location.

Record status: The status of all transaction records appears to the right of the record title.

Reminders: The reminder list automatically appears on your NetSuite Home page every time you log in. It shows business tasks you need to handle. You can customize the list to show items for your daily routine, or you can turn it off completely. In NetSuite, Reminders can also be event reminders that pop up at the time you set on event records.

Role: A set of permissions that lets employees, customers, partners, or vendors access certain parts of your data. You can assign standard roles to employees. User-restricted roles provide access to a limited set of tasks and a different Help Center, and you can assign them to employees, customers, partners, or vendors.

Shortcut: A link to your most frequently used pages in NetSuite. On your home page, you can customize shortcuts to link to the tasks you do most often. Set them up by clicking the star icon on the tab left of the home tab.

Solution: An answer to a common customer question or problem. Solutions are organized under topics and published as a knowledge base. You can also attach them to case records for quick responses to customer messages.

SuitePeople: A comprehensive and integrated Human Capital Management (HCM) solution. SuitePeople lets HR professionals manage employees in NetSuite, so you can eliminate repetitive manual work and keep all employee data in one place. It also gives employees and managers self-service tools to complete most daily tasks. SuitePeople uses NetSuite to provide workflows that you can customize for your business.

SuiteScript: The scripting platform for NetSuite solutions. It lets you add custom code that runs in the client/browser framework. It also includes server-side scripting capabilities in the server framework that let you schedule scripts or trigger them with events.

Support manager: A standard role that has permission to:

Support person: A standard role that has permission to:

Topic: A heading or category to use for organizing solutions in a knowledge base.

User: A customer, contact, partner, vendor, or employee who is assigned access to the data in your NetSuite account. The level of access depends on the role you assign to the user.

User-restricted role: Gives customers, employees, and vendors external access to your account so they can view or enter their transaction information. With these roles, users can complete only a limited set of tasks. For example, the Employee Center role lets employees enter and view time reports, expense reports, and purchase requests.

Vendor Center: A user-restricted role that has permission to:

Related Topics

General Notices