Creating Case Types
A case type represents the kind of support issue your customer is reporting. Knowing what kind of issue a case is about helps support employees get important information about a case quickly.
For example, Wolfe Electronics creates a case type called Suggestion. When support reps receive requests for new items, support reps select Suggestion in the Case Type field.
The Case Type field appears on case records. This field can also appear in the online case form on your Web store or Web site. For more information about online case forms, see Online Case Forms.
Three default case types are offered by NetSuite:
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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 control where the new type appears in the type list in dropdown fields.
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In the Description field, enter a brief description of what cases should fit in this case type.
This description is displayed in the Support Case Types list.
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Click Save.
Your support case type is now available on case records.
To edit existing or default case types, go to Setup > Support > Case Types. Click the name of the case type you want to change. Click Edit, and make your changes. Then, click Save.
On the Support Case Types list, you can inactivate any case types that you do not want to use. Check the Show Inactives box at the top of the page. The page will refresh and an Inactive column is displayed. Check the boxes next the case types you no longer want to use, and click Submit.
You can base case rules on case types. For example, one of your support representatives handles all problems and another support rep answers all questions. You can set up your case rules, and then territories, by the case types.