Configuring NetSuite ERP Customer Service & Case Management

Configuring NetSuite ERP Customer Service & Case Management : A Step-by-Step Guide to Building a Support Portal, Case Routing Rules, and Knowledge Base



Unlock the full potential of NetSuite ERP with this definitive guide. Designed for students, executives, and professionals, this book from InfoWave MRV is your key to mastering Customer Service & Case Management. With a clear chapter-wise overview and defined learning outcomes, you will master the step-by-step configuration of a complete support system, from portals to advanced automation.



This hands-on journey ensures you acquire career-defining skills and gain a competitive edge. Boost your expertise and accelerate your career by building a real-world solution from scratch. Get your copy today



Contents at a Glance



Part 1: Foundations of NetSuite Customer Service

This part lays the essential groundwork for your support system by guiding you through enabling core features, creating user roles, and setting the global preferences that govern all case management.Chapter 1: Introduction to NetSuite's Service & Support Platform

Chapter 2: Initial Setup: Enabling Features & Setting Permissions

Chapter 3: Global Configuration: Setting Your Support Preferences



Part 2: Core Case Management Configuration

Here, you will build the operational core of the system by designing the custom case form and configuring the automated channels for capturing customer issues via both email and public web forms.Chapter 4: The Heart of the System: Designing the Case Form

Chapter 5: Defining Your Support Structure: Case Types, Priorities, & Statuses

Chapter 6: Capturing Cases via Email: The Email-to-Case Masterclass

Chapter 7: Capturing Cases via the Web: Building an Online Case Form



Part 3: Automating Your Support Processes

This section focuses on injecting intelligence and efficiency into your operations by creating automated case routing rules, time-based SLA escalations, and advanced, multi-step business process workflows.Chapter 8: Intelligent Assignment: Creating Case Territories & Routing Rules

Chapter 9: Never Miss an SLA: Configuring Case Escalation Rules

Chapter 10: Automating Communications: Setting Up System-Generated Emails

Chapter 11: Advanced Automation with SuiteFlow: A Practical Case Workflow



Part 4: The Customer Self-Service Experience

You will then construct the complete customer-facing experience by launching a branded support portal and building a powerful, searchable Knowledge Base designed to empower users and drive case deflection.Chapter 12: Launching Your Support Portal: The Customer Center Deep Dive

Chapter 13: Empowering Customers in the Portal: Submitting & Managing Cases

Chapter 14: Building a Powerful Knowledge Base: Structuring Topics & Solutions

Chapter 15: Publishing Your Knowledge Base to the Support Portal



Part 5: Measurement, Optimization, and Governance

Finally, you will learn to measure performance with custom reports and dashboards, leverage the system's integration with the wider business, and establish the essential governance practices for long-term maintenance and success.Chapter 16: Measuring Success: Building Reports with Saved Searches

Chapter 17: Visualizing Performance: Designing a Customer Service Dashboard

Chapter 18: The Integrated Suite: Connecting Cases to Transactions & Items

Chapter 19: Best Practices for Governance & Maintenance

Chapter 20: Capstone Project: Building a Complete Support System from Scratch