Creating Case Profiles
You can create case profiles that enable you to apply different configurations to support cases. Using case profiles provides control over the branding of your support communication. By setting the templates that are used for each profile, you can do the following:
-
Provide unique support communication for multiple web sites with different branding, From names, and email addresses
-
Have different identities for replying to support cases that are independent of subsidiaries
-
Have different case capture email addresses that are independent of subsidiaries
Case profiles include the following settings:
-
Support From name and email address
-
Anonymous customers for inbound email and online forms
-
Customer and employee case notification templates
If you use NetSuite OneWorld, you can create default case profiles for each subsidiary. These profiles are set by default on cases created for that subsidiary.
To create a case profile:
-
Go to Setup > Support > Case Profiles > New..
-
On the General subtab, enter a name for this profile. This is the name shown in the Profile field on case records.
-
In the From Name field, enter the name you want to show in the From field on email notifications.
-
In the From Email Address field, enter the address you want to show in the From field on email notifications. This will be the address for communication sent from the Reply field in the case record.
-
If you use NetSuite OneWorld, select a subsidiary in the Subsidiary Filter field. The selection restricts the use of this profile to cases for a specific subsidiary.
-
Select the Anonymous Customer - Online Form record to assign to cases submitted by people with no existing customer record.
-
Select the Anonymous Customer - Inbound Email record to assign to cases submitted through Email Case Capture by people with no existing customer record.
-
Click the Notifications subtab.
-
Select the Customer Notification Templates to use to notify customers when cases are created, updated, closed, or escalated.
-
Select the Employee Notification Templates to use to notify employees when cases are assigned and updated. Employees are also notified when updates are cc’d to another employee, and when a case is escalated.
-
Click Save.
Now, you can select this profile on a case record or assign it through online case forms.