1. Support Management
  2. Setting Up Case Management
  3. Setting Up Support Checklist
  4. Setting Up Support Groups

Setting Up Support Groups

Support groups let you invite a group of people to events, manage group events on group calendars, assign cases to groups, and more.

You create a group of employees as a support group. You can assign cases and case territories to that group to filter cases for a quicker response to the customer.

When you create a group, a calendar is also created for that group. When you invite the group to events, everyone with access to your account can view the group's events on the group calendar. If a group member accepts an event invitation, that event also shows on their personal NetSuite calendar.

For example, Wolfe Electronics has a group of support reps who specialize in printers. Wolfe sets up a support group for the group, so all printer cases are assigned to them. The cases list can then be filtered to only those cases, and any support rep in the group can grab a case.

To create a support group:

  1. Go to Lists > Relationships > Groups > New.

  2. On the Create Group page, select Static.

  3. Select Employee as the kind of member you want to include in the group.

  4. Click Continue.

  5. In the Name field, enter a name for this group.

    You'll select this name in the Assigned To filter on the cases list and in the Assigned To field on case records.

  6. If this group already has a group email address in your email application, enter it in the Email field.

  7. Check the Support Group box.

  8. On the Members subtab, add members to this group in the following ways:

    • To add individual members, enter part of a member's name in the Name column, and press Tab. Select a member, and click Add. Repeat these steps for each member.

    • Click Add Multiple, and hold CTRL to select more than one member from the list.

    • Click Add With Search to enter search criteria for the members you want to add.

    You can use more than one of these methods to add members to the same group. For example, you can select a few members individually and then add all the members that meet search criteria.

  9. Set the preferences for viewing the group calendar on the Calendar Preferences subtab.

  10. Click Save.

You can now assign cases and case territories to this group, so you and your support team can filter the cases list however you want for the most efficient customer service workflow.

Note:

Anyone can filter the cases list to see cases assigned to a support group. You can create support groups solely for filtering the cases list by subject. Create a group with miscellaneous members and a title that describes the type of case that should be assigned to the group. Support administrators can then assign territories to the group to automatically filter cases into this group.

Related Topics

General Notices