Maximize Customer Relationships with Case Management 

by | Feb 10, 2023 | Tech Talk


Customer Relationship Management, or CRM, is the backbone of many companies. Effective communication, transparency, and accountability all work together toward the goal of customer satisfaction. NetSuite CRM enlists the use of case management to improve customer interactions. 


There are several steps that can be taken to enhance the functionality of native case management. This post will cover the steps taken to build out and customize case management.  

Path to Setup Tasks:

Configuration of cases begins with establishing case origins, issue types, status, and priority. These attributes can be found using the path shown above and selecting the appropriate section. Origin types consist of where the case was created, which could include E-commerce or Phone. Case issue types and priorities help provide information about the current issue and the current severity of the issue. The case status is a metric that tracks the progress of the case, an example includes In Progress or Escalated

Once the base configuration for cases has been set, more advanced case settings can be established. Creating case rules is a prerequisite for creating case territories. Case rules are a set of rules that when met will assign a case to a territory. Territories can consist of employees or groups of employees. The example below shows a case rule and territory assignment based on the criteria. If the field Case Sub Type is any of the listed values, then assigning the case to the territory, Customer Service Territory would be necessary.  

Similar to the previous section where case assignments are discussed, rules can also be configured to control the automatic escalation of a case to a specific individual or group based on provided criteria. 

Path to Support Preferences:

Outside of the options for enhanced configuration, NetSuite provides a menu for Support Preferences, which allows for the customization of default settings, ordering of cases, and options regarding notifications. These settings alone provide valuable options to end users without needing to manually create and configure other attributes of cases. 

If you have any questions about this process, connect with NetSuite experts, they will be happy to help you in every way possible. 

Support Preferences Landing Page:

Notification Options:


The complexity of the case management configuration used by a company will vary drastically depending on the industry, size, and goals of the company. However, using NetSuite’s case management system will undoubtedly improve the relationship between the company and its customers. 

About Us

We are a NetSuite Solutions Partner and reseller with 30+ years of combined experience.  We specialize in implementation, optimization, integration, rapid project recovery and rescue as well as custom development to meet any business need. If you would like more information on NetSuite or are in need of consultation for your project or implementation, feel free to contact NetSuite support.

To Contact Us Click Here

Join our mailing list to stay up to date on the latest NetSuite solutions.