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 to designate as a support group. Cases and case territories can then be assigned to the support 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 the group member's personal NetSuite calendar.
For example, Wolfe Electronics has a group of support reps that specialize in printers. Wolfe sets up a support group of these employees so that cases dealing with printers can be assigned to the group. The cases list can then be filtered to only those cases assigned to this group, and any of the support reps can grab a case.
To create a support group:
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Go to Customers > Relationships > Groups > New.
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On the Create Group page, select Static.
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Select Employees as the kind of members you want to include in the group.
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Click Continue.
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In the Name field, enter a name for this group.
You will select this name in the Assigned filter on the cases list and in the Assigned To field on case records.
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If this group already has a group email address in your email application, enter the address in the Email field.
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Check the Support Group box.
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On the Members subtab, add members to this group in the following ways:
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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.
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Click Add Multiple, and hold CTRL to select more than one member from the list.
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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.
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Set the preferences for viewing the group calendar on the Calendar Preferences subtab.
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Click Save.
You can now assign cases and case territories to this group. This allows you and your support team to filter the Cases list however you choose for the most efficient customer service workflow.
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.