Creating Case Types
A case type is the kind of support issue your customer is reporting. Knowing what kind of issue a case is about helps support employees get key information about a case quickly.
For example, Wolfe Electronics creates a case type called Suggestion. When support reps receive requests for new items, they select Suggestion in the Case Type field.
The Case Type field appears on case records, and can also appear in the online case form on your web store or website. For more information about online case forms, see Online Case Forms.
NetSuite offers three default case types:
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Concern
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Problem
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Question
To create a case type:
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Go to Setup > Support > Case Types > New.
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In the Case Type field, enter a name for this case type.
Customers and support reps select a case type when entering case records.
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In the Insert Before field, you can choose to place this type before an existing type in the list.
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In the Description field, enter a brief description of this case type or what cases should use it.
This description is displayed in the Support Case Types list.
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Click Save.
To edit existing or default case types, go to Setup > Support > Case Types. Click Edit next to the name of the case type you want to change. Make your changes, and click Save.
On the Support Case Types list, you can inactivate any case types you don't want to use. Check the Show Inactives box at the top, and the page will refresh with an Inactive column. Check the boxes next to the case types you want to inactivate, and click Submit.
You can base case rules on case types. For example, one of your support reps handles all problems, and another answers all questions. You can set up your case rules, and then territories, by case type.