Case Alerts on Support Cases
This document describes a beta feature. The contents of this feature are preliminary and may be changed or discontinued without prior notice. Any changes may impact the feature’s operation with the NetSuite application. NetSuite warranties and product service labels shall not apply to the feature or the impact of the feature on other portions of the NetSuite application. NetSuite may review and monitor the performance and use of this feature.
Case Alerts enable users to receive an email notification whenever a case meets criteria predefined in a case saved search. They are intended to help support staff to respond proactively to customer issues, and minimize the risk of breaching any service level commitments. Case alerts can help decrease escalations, prioritise case work more efficiently, and keep support staff focussed on the big picture.
Case Alerts allows users to assign customized email templates to individual alerts, providing greater flexibility and presentation options for the requested information. Some typical use cases of case alerts include:
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High Priority - send an alert to the support manager detailing all high priority cases in the past 24hrs.
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On Hold - notify the support manager of any cases that have been on hold for more than 24 hours
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Incremental SLA - send an alert of impending conditions; for example, when a case has elapsed 75% of its SLA response time.