NetSuite

Case Management

View the Case List / Grab a Case

Information

With Customer Support, you can enter, update and escalate case records. Each of these functions can be associated with a customer or contact record.

• Step 1 Navigate to Cases > Customer Service > Casesor Lists > Support > Cases (Classic Center).

• Step 2 If needed, click to expand the Filters options.

• Step 3 From the Stage drop-down filter, select Open or Not Closed.NOTE:Not Closed includes Escalated cases.

• Step 4 Apply the other filters as appropriate:To view on cases assigned to you, select Mine from the Assigned To filter.To view only cases where the customer is Awaiting Support Reply , select Yes.NOTE:To apply multiple filters, select one filter, pause until the screen refreshes before you select the next filter.

• Step 5 Click Grab next to the case you want to assign to yourself.

• Step 6 Review the case; update any case fields or messaging accordingly.

• Step 7 Click “Save”

Create a Case

Information

A case is created when a customer reports an issue, question, or suggestion. Customers can submit support cases online or via email, or employees can create support cases on the customer’s behalf.

• Step 1 Mouse-over the Create New toolbar and select .

• Step 2 Under the Primary Information section.

• Step 3 Verify/Select the correct Form .

• Step 4 Enter a descriptive Subject for the case. (Format: store – issue.)

• Step 5 Select the Company reporting the case.

• Step 6 Select the person Assigned To the case.

• Step 7 Select the customer Contact reporting the case.

  • NOTE: The contact’s email address will populate the Email(s) and Phone fields.

• Step 8 Verify/Enter the Email(s) address of the contact.

  • NOTE: To enter multiple addresses, insert a comma or semicolon between each email address.

• Step 9 Verify/Enter the Phone number of the contact.

• Step 10 Select the case Status .

• Step 11 Select the case Priority .

• Step 12 Under the Incident Information section.

• Step 13 The Incident Date and Incident Time populates automatically with the current date and time. Edit as appropriate.

• Step 14 Complete the following case information about the case as needed:

  • Affected Item/Product/ModuleSupport TypeCase IssueSupport request Origin

• Step 15 Check Help Desk if the case is internal and is being submitted by or for an employee.

• Step 16 Navigate to the Communication subtab.

• Step 17 Enter the information provided by the customer in the Reply field. Make sure you use the Internal Only Toggle for Internal notes

• Step 18 If the case has a solution, select a solution from the Insert Solution field.

• Step 19 Enter your Reply to the customer.

  • NOTE: If the Reply is going to be e-mailed to the customer, enter the reply in the format of an email.

• Step 20 Check Send to Customer to send your Reply to the customer by email. Remove the check mark to have your reply saved on the case, but not sent to the customer.

  • NOTE: This reply may be seen by the customer on future emails and/or from the customer center (if applicable).

• Step 21 To make the Reply internal, remove the checkmark from Send to Customer and check Internal Only . Only people in your company who view this case record can see your internal message.

• Step 22 If you want other employees to be copied on communication regarding the case, select them under Copy Employees.

• Step 23 Click Save

Creating Future Tasks

A future task is just like a normal case, but requires the following format:

• Subject: Date, time , store, issue.

• Status: Pending task

• Assigned to: Correct team

Respond to a Case

Information

When a support rep enters a case for a customer calling in or a customer submits a case from the online case form, the new case is added to the cases list. The cases list displays all open cases by default and can be filtered to display the only the cases you want to work with.!!! IMPORTANT!!! If you are going to resolve or close a case, make sure you select “Send to customer” and provide the resolution.

• Step 1 Navigate to your Cases list.

  • Note: To show only open cases click Stage (top of the screen) under Filters bar and select Open.

• Step 2 Click Edit, next to the Case number.

• Step 3 Navigate to the Primary Information Section and select the appropriate case Status .

• Step 4 Navigate to the Communication subtab.

• Step 5 Enter the information provided by the customer in the Message field.

• Step 6 If the case has an existing solution, select the solution from the Insert Solution field.

• Step 7 Enter your Reply to the customer.

  • NOTE: If the Reply is going to be e-mailed to the customer, enter the reply in the format of an email.

• Step 8 Check Send to Customer to send your Reply to the customer by email. Remove the check mark to have your reply saved on the case, but not sent to the customer.

  • NOTE: This reply may be seen by the customer on future emails and/or from the customer center (if applicable).

• Step 9 To make the Reply internal, remove the checkmark from Send to Customer and check Internal Only . Only people in your company who view this case record can see your internal message.

• Step 10 If you want other employees to be copied on communication regarding the case, select them under Copy Employees.

• Step 11 Click.

Escalate a Case to L2/L3

Edit the ticket subject to correctly describe the issue. Set the ticket status to “Escalated”. Assign the ticket to “Level 2 / Level 3”.Inform the customer via NetSuite that the case is being escalated for further investigation. Use the following escalation template for escalation notes:*Make sure you attach relevant files to the ticket (logs, screenshots)

TEMPLATE

• Database: Database name(s) for reference and comparison.

• Store Name: Name of store as listed in admin, for reference and comparison.

• Versions: Current branches only. Check with a manager if you are unsure.

• Instances: Is the issue only affecting the reported store, multiple stores, or all stores

• Description of Problem: Your explanation as a technical support agent of what exactly is happening. Details are key, but be as clear and concise as possible. Any changes or additional pertinent information discovered by Level 2 or Escalation Review Team will be added here as well.

• Steps to Recreate: Exact steps to replicate the problem being experienced. If not possible, offer an explanation for why and attach any resources you have collected that might make your case.

• Expected: What should be happening as far as you understand it?

• Actual: What is happening now that is undesired.

• Troubleshooting Completed: A quick list of everything that was done to try and remedy the situation.

• Notes:

• Escalated by: Support Agent Name

Things to consider when escalating an issue:

• What’s the issue they’re facing? Is this a show stopper for them in or just an annoyance? – Should include a brief description and summary of the issue, and with customer perspective priority or urgency declared.What is the customer looking to be fixed? – In relation to the problem, what would be a fixed condition from the customers perspective.

• What’s the history of the issue? How long has it been occurring? – Has the issue been escalated before, has it seen multiple support temporary fixes and multiple calls, etc.

• How many other customers have this issue? – For most tickets this will be version testing, has the issue been replicated on a base install potentially impacting all customers, or is it a specific problem to their database that development needs to assist us with.

• When does it occur? What are the specific steps to recreate the problem, somebody who is uninitiated to the issue should be able to follow your steps and produce the error. If the error cannot be replicated on demand please provide the most accurate portrayal of how the issue occurs.

• What did support try? – Detailed troubleshooting steps taken throughout the ticket, these should be reiterated in the final request before it is sent to development so all information is condensed to one netsuite comment as it is hitting development. These steps as a bare minimum need to include all steps in our confluence wiki for the given subject.

• What are the specifics? For example, if the issue being escalated is dealing with a reports information being incorrect, just that the information is incorrect is insufficient. The ticket needs to include what numbers, for who, and for what date ranges, and screenshots of the report highlighting the incorrect information. If the issue is with credit cards or uploads, tickets are required to have that information as well as logs to relevant services.

• Which techs have looked at this? This is mostly for level 3 technicians before sending the ticket to development, please recap technicians who have assisted on the ticket so development can know who to reach out to for any continued assistance while they are investigating, or know who to send the ticket back to once completed from their end.

Escalate a Case from L3 to DEV

• Step 1 Check escalation data make sure text is complete and understandable

• Step 2 Set ticket status to “Escalated”

• Step 3 Assign ticket to “PPS Product Team”

• Step 4 Inform the customer via NetSuite that the case is being escalated to the Developers

• Step 5 In the Escalations section for ESCALATE add the following people “PPS Product Team, Level 3, yourself”

L2 escalation update to the customer:

I am sending the details of this case, as well as the troubleshooting steps we have already tried, to a technician better able to assist you with a resolution. They will review your issue and get back to you with any questions they have. If you have additional examples of the issue in the meantime that you wish to share, simply respond to this email to update the case.

L3 escalation update to the customer:

After continuing to review this case, I am sending the details to our technical support team dedicated to these types of issues. They will work directly with developers to determine if this is something that requires a code change, and how quickly we can get a software update for you. Someone from our support team will get back to you with updates as we review what is needed on our end to resolve this for you.

New Task Process to Notify Accounting or Sales

Creating the Task

The best example of the use of this process is when you have enabled or disabled a service such as SCI. Currently, emails are being created for Accounting with the store details and a request to adjust billing accordingly. An easier and more efficient way to communicate is through the use of Tasks.

You should be working on a case in which you will take your notes and indicate when completed.

From the Case, on the Communications tab click on Activities (light blue tool ribbon) and then New Task:

Complete the following Fields on the Task form:

1. Title:

2. Assigned to:

3. Notify Assignee by Email (This must be checked)

4. Comments: See the screenshot below for the example. Also, notice that further down the page you can see that the Store information is already populated and the Case number is also referenced. No need to type them into an email. (The case below is simply an example, it was not SCI related)

5. Click Save.