Overview of Case Management in NetSuite

NetSuite Case Management is a powerful tool designed to streamline the way customer service teams track, manage, and resolve customer issues. Whether cases come from email, web forms, or direct input by support staff, NetSuite automates the intake and routing process to improve responsiveness and customer satisfaction.

Before diving into the details, it’s helpful to understand how the case management process works in NetSuite from start to finish. New cases can be created through one of four main channels:

1. The NetSuite user interface
2. An online customer form
3. Email case capture
4. The Customer Center

Once a case enters the system, it is automatically routed based on predefined rules and assigned to the appropriate support representative. The support rep then uses the case form to manage communication with the customer and track progress toward resolution.

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Case Routing

Case routing is the process of automatically assigning incoming cases to the appropriate support representatives. To enable this automation, you’ll need to define case rules and case territories.

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Creating Case Rules

To start case routing, create your case rules:

1. Log in as an Administrator.
   Go to:  Setup > Support > Case Management > Case Rules > New
2. Choose a field (e.g., issue type, priority), then define the rule criteria.
3. Click Save, and repeat as needed.

These rules help NetSuite automatically assign cases to the right support reps for quicker, more efficient handling.

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Case Territories

Once your case rules are in place, the next step is to create case territories, which group cases based on those rules for more efficient assignment.

To set up a new case territory:

1. Navigate to:
   Setup > Support > Case Management > Case Territories > New
2. Enter a name and description for the territory.
3. Select the case rules that should apply to this territory. You can choose whether cases must match all selected rules or if matching any one of them is sufficient.
   
   

After defining the rule criteria, go to the Support Assignment tab to assign a specific support rep (or team) to the territory. Any new cases that meet the defined criteria will then be automatically routed to the assigned support rep, streamlining your case management process.

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Case Types

Case types help support reps quickly identify the nature of a customer issue. NetSuite provides three default types: Concern, Problem, and Question. Customers choose one when submitting a case.

If you need custom case types, go to: Setup > Support > Case Types > New
There, you can name the type, set its order in the dropdown, and add a description. Once saved, it becomes available for use in case records.

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Case Forms

Case forms are how support reps collect information when new cases are submitted.

Online Case Forms
Customers can submit cases through online forms linked from your website or the Customer Center. To create one, go to: Setup > Support > Case Management > Online Case Forms > New
Choose either the Default Form Template or a Custom HTML Template, then name and customize the form as needed.

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Customizing Case Forms

There are two types of case forms: one for customers and one for support reps. To customize them, go to:
Customization > Forms > Entry Forms

• For support reps, click Customize next to Standard Case Form
• For customers, click Customize next to Standard External Case Form.

You can rename the form, hide fields or sections, and add custom fields as needed.

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Efficient case management is key to delivering standout customer support- and NetSuite gives you the tools to do just that. From automated routing to fully customizable forms and case types, every step of the process can be tailored to fit your team’s workflow.

Ready to take your support operations to the next level? Start optimizing your NetSuite Case Management setup today.

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