NetSuite CRM: Customer Support

In this video, we demonstrate NetSuite CRM for customer service roles. The dashboard shows outstanding cases awaiting response, high-priority cases that need immediate attention as well as returns. The KPI tile provides a real-time view into open and new cases, escalations and closed cases. We'll also explain how to use the case search portlet to find key details at the individual case level. Here, we'll show how to filter cases by assignment, status and cases that are awaiting response. Next, we'll open a new case and review an existing case, explaining how to find important details like who opened the case, incident information, supporting documentation and any related transactions. Lastly, we'll dive into the metrics tab, which shows how long a case has been open, response time and more.


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