Training Overview
Basic Features
Creating New Cases

Basic Features

Lesson #


Creating New Cases

In this video, will look at how to create new cases, which can be used for support tickets. We'll explore the key fields to fill in and the various purposes for each.

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Video Transcript

Welcome back. In this video, I'm going to show you how to manually create new cases. Now, cases get used for a lot of different things, including support ticketing, warranty requests or customer service issues. But before I get into how to manually create one, I understand that most companies will have a setup already made.

I'm sure you've seen this on websites where you go on and it says "Contact, support" or "contact us" and it has you fill in certain fields. And what that does is that basically automatically it'll have it set up already with NetSuite where those fields then transfer to fill in the relevant information in NetSuite generating a case automatically. So that's a commonly made system and that will occur automatically when someone fills in those fields or sends an email to a specific email address.

But here I'm going to show you how to manually do one. So let's take a look at it. If we're here in the home dashboard, we can go to list and down here to support cases, new and a pull up general support case. An example of why you would want to manually create one is, for example, let's say someone calls you and says, "Hey, we didn't get this shipment you were supposed to send us. It didn't arrive." So they call you up. So you have them on the phone explaining what the problem is. That's not on some kind of automatic email line that's not going to be recorded in NetSuite. So you're going to have to go and manually put in the information to be able to note that that case occurred either with an existing client or customer or potentially it's a new customer that's calling in.

So this is how you would do that. The first thing to note is that you're going to have the form appear here. So as I show in other records, the form is going to dictate how this thing looks, right? Literally, the things around that you're looking at can be configured in many different ways. And probably what I'm showing here is not necessarily what you're going to see on your screen when you pull up a new case. It really just depends on what that form is like and especially if it's a custom form. Oftentimes you'll have one tailored to whatever your company is in the types of cases that you have. You'll have the fields that are really relevant to what you're doing.

And in this case, you don't want to put in the subject. So in this case, let's say someone called and they didn't get their shipment, so "shipment not arrived." And you can select the customer this is relevant to. So let's just pick our ABC company that we commonly use as an example and notice it auto populates things like profile. So profile is basically when you're going back and forth with the person, let's say you're sending an email to the customer saying, "Hey, we now have this support ticket." Who is emailing them? What is the kind of profile that's responding back to them? So we have some basic things set up here.

You can also set who's assigned to like who's the support terminal for this exact ticket or this case. You also need to put the status. So if someone's called in and already had this conversation with you, it's not started. You can actually change it to in progress. And let's say it's desperately needed that they get this shipment so you can switch the priority to high in this case. So now we have some other information down here. The incident date just automatically defaults to whatever the current date and time is. You can change it. For example, let's say the phone conversation was from an hour ago. You can put that incident time to the appropriate time.

A lot of other information you can put in here. You can put the type of support case, you know, whether it's an inquiry or problem, you can put that in there. And then if we come down here so we've got this September, we're going to talk about the communication sometime, which shows this message here. So obviously, if they've emailed in, you're going to have what they've emailed in as the problem. But in this case, we had a phone call, so we're going to have to write in what is the basic communication from them? What's the problem they're running into with the shipment? So we would write that in here and then on this side we're going to write if needed, we would write. What is the email response that's going to go to the customer so we can type out that whole response.

And the key thing to note here is if you do type anything in here and you do want to send an email, I understand that if this box is checked, "send to customer," as soon as you save this case, it can automatically send whatever you have in here. It will just generate an email using whatever profile you already set. It will send an email to that customer with that writing. So you want to make sure that if you do type something in here, it is sequitur and it's exactly what you want to communicate to the person. And if you don't want to send an email, just unclip that "send to customer" option.

You have a couple of other features here. You can copy employees if you want to. Not really going to get into that now and it's just going over some of the key functions for cases. You also have some lists down here. As with most records, you can attach phone calls, tasks, events, and a bunch of other things to this case as is pertinent. But those are the basics for doing a case. And if we go over here and hit save, we're going to get a confirmation that that case was successfully saved.

Then we can take a look at it. If we come over here to list, click on that and it's going to show us. Notice down here we have that high profile priority case that we just created and we see earlier cases. These were both generated automatically with emails. So that's just an example of kinds of ones that are already in existence and the one that we just created.

And that's it for manually creating new cases in NetSuite. I'll see you in the next video.