Setting Up Customer Support in NetSuite OneWorld
If you use NetSuite OneWorld, you can configure NetSuite to manage the needs of your global support organization. With these tools, you can tailor the support experience for each subsidiary.
This includes:
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entering a main support From email addresses for each subsidiary
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maintaining notification message templates for each subsidiary
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using different inbound email addresses for each subsidiary with the Email Case Capture feature
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configuring and branding online case forms
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tracking cases by subsidiary
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restricting support rep visibility to cases based on subsidiary
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setting up case territory/rules so cases are routed to reps based on subsidiary
The Subsidiary field on the case record lets you track cases by subsidiary. This lets you restrict support reps access to those cases in their subsidiaries and also to brand your forms for each subsidiary. After you save a case, the customer's subsidiary is shown in a read-only field on the case.
To configure customer support for your organization, complete the following steps:
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Set your support preferences at Setup > Support > Preferences > Support Preferences. These company settings are set as the default for subsidiary-level preferences. See Setting Company-Level Support Preferences.
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Set the support preferences for each subsidiary on subsidiary records. See Setting Subsidiary-Level Support Preferences.
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Configure case forms for each subsidiary. See Setting Up Case Forms for NetSuite OneWorld and Setting Up Online Case Forms for NetSuite OneWorld.
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Customize support rep roles to restrict reps access to the subsidiaries they are responsible for. See Customizing Support Rep Roles for NetSuite OneWorld.
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Create case rules and territories that route cases to reps based on subsidiary. For more information, see Creating Case Rules and Territories Based on Subsidiary.
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If you use the Email Case Capture feature, set up your Exchange server with the inbound email address for each subsidiary. See Setting Up Your Mail Server for Email Case Capture in NetSuite OneWorld.