Customer Relationship Management (CRM)
This release note was updated August 18, 2025.
NetSuite 2025.2 includes the following enhancements to CRM features:
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Improved Visibility into Automatic Location Assignment Processing
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Security Enhancements to External Case Response Page in Case Management
Enhanced Customer 360 Metrics and Data Visibility
As of 25.2, Customer 360 continues to evolve with new features that improve visibility and access to customer data across various touchpoints.
Key Enhancements:
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Opportunities and Estimates: Four key metrics — Projected Total, Weighted Total, Opportunities Won, and Estimates Converted — now include direct links to workbooks. These links provide a deeper view of data.
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Orders and Returns : The metrics— Orders in the Year, Returns in the Year, In Progress Orders, and Average Order Value— have been enhanced with links to corresponding workbooks, providing a deeper view of data.
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Receivables: The metrics— Open Invoices, Overdue Invoices, and Available Credit Memos— now feature links to customer-specific workbooks, providing a deeper view of data.
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New Activity: An Activity tab has been added to expand on the Recent Activities shown on the Overview page. This new tab provides a comprehensive list of all customer activities and transactions such as Sales Order invoices, Credit Memo, Return Authorization, etc.
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The See Customer History link now directs you to the Activity tab instead of the workbook.
These additions help to access detailed data and support more informed decision-making across departments.
Improved Visibility into Automatic Location Assignment Processing
The Business Events Processing History section in the System Information tab of a sales order now provides improved visibility into how locations are assigned. By clicking the See More link, you’ll see detailed messages explaining how automatic location assignment was evaluated and applied to each item.
This release makes it easier to understand how locations are selected, which rules were applied, and why certain locations were used—or not. You can now clearly see the reasoning behind location assignment decisions, including factors like missing postal codes, inventory availability, or location restrictions. You now have better visibility into the processing flow, making it easier to trace how location assignment decisions are made for each order line.
Security Enhancements to External Case Response Page in Case Management
The External Case Response Page is a web page that shows information about a support case to users who don’t have NetSuite accounts – like your customers or other relevant stakeholders. External users can edit case information through the page, and their access is provided through time-limited links sent by email with each case update.
As of NetSuite 2025.2, the External Case Response Page is provided with multiple security enhancements:
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Users with the Administrator role now have the option to immediately disable any active link to the External Case Response Page using the Disable link button on the associated support case record.
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Active link expires if the contents of the Email(s) field on the associated support case record are changed.
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By default, each link is valid for a time-limited period only. You can adjust the validity period by the External Link Validity Period (in Weeks) preference in Support Preferences.
Every time an active link expires, external users are automatically prompted to generate a new link the next time they try to access the page.
Marketing Campaign Email Address Validation Enhancement
When validating your campaign email address, you can now click Send New Code to send a new authorization code if the original has expired. An authorization code is valid for 24 hours. For more information, see Creating a Campaign Email Address Record.