Support case
About Support Case
The Support Case process is used in the Customer Service Management system to support organization of the daily flow of inbound and outbound communication, accessing sales, support, service, and key customer data in real time. Advanced Inventory provides a mobile app solution to facilitate the Support Case process through a hand held mobile device. The Advanced Inventory app is integrated to work with the NetSuite Support Case functions.
Functional Process
In NetSuite, Support Cases / Case Management are created based on criteria determined by the product, issue, case type, partner or customer, and overall concern. The overall process links together service, sales, and fulfillment organizations within the company. The call center capability allows you to assign, track and escalate cases to serve customers proficiently. Order Status, Order Tracking and Return Authorizations are available in real time.
Environment Considerations
To ensure optimal communication between the NetSuite interface and the Advanced Inventory app, refer to the following recommendation for the Support Case feature.
A valid Customer Support strategy should be defined for each criteria in NetSuite Support Case functionality. For more information, refer to Case, in the NetSuite WMS Advanced Setup Guide.
Process a Support Case
The Support Case feature is used in the Customer Service Management system to support organization of the daily flow of inbound/outbound communication, accessing sales, support, service, and key customer data in real time.
The following steps provide a generic outline of the Support Case process from the Advanced Inventory app on a device through the NetSuite interface.
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The end user logs into the applicable Advanced Inventory App on a device.
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The user is prompted to enter the necessary variables to fulfill a Support Case.
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The user chooses the case management escalation route as instructed by the Support Case details.
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The Support Case details are saved and stored within the device.
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The data is batched and transmitted to NetSuite through the Advanced Inventory NetSuite connectors.
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The user selects variables to support the desired process.
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NetSuite receives and uploads the data.
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NetSuite fulfills the Support Case.Step InformationThe user will receive an error message if the Support Case is not processed correctly.
DSI Support Case record definitions
The following table provides the names and definitions for fields associated with the Support Case feature.
ID
supportcase
Hierarchy:
Parent record
None
Child record
None
| Name | Internal ID | Type |
|---|---|---|
| Assigned To | Assigned | select |
| Auto | Autoname | checkbox |
| Number | CaseNumber | identifieranycase |
| Type | Category | select |
| Company | Company | select |
| Contact | Contact | select |
| Created Date | createdate | datetime |
| Custom Form | customform | select |
| Email(s) | Email(s) | emails |
| Copy Employees | Copy Employees | select |
| Send to Customer | Send to Customer | checkbox |
| Date Closed | Date Closed | datetime |
| Escalation Message | Escalation Message | textarea |
| ExternalId | ExternalId | text |
| Help Desk | Help Desk | checkbox |
| Inbound Email Address | Inbound Email Address | |
| Message | Message | textarea |
| Insert Solution | Insert Solution | select |
| Internal Only | Internal Only | checkbox |
| Inactive | Inactive | checkbox |
| Case Issue | Case Issue | select |
| Item | Item | select |
| Last Message Date | Last Message Date | datetime |
| Last Modified Date | Last Modified Date | datetime |
| Date Last Reopened | Date Last Reopened | datetime |
| New Message | New Message | checkbox |
| Module | Module | select |
| Origin | Origin | select |
| Reply | Reply | textarea |
| Phone | Phone | phone |
| Priority | Priority | select |
| Product | Product | select |
| Profile | Profile | select |
| Serial/Lot Number | Serial/Lot Number | select |
| Incident Date | Incident Date | date |
| Incident Time | Incident Time | timeofday |
| Status | Status | select |
| Subsidiary | Subsidiary | select |
| Subject | title | text |
Create a Support Case
Creating a support case should be done in the same order as the hierarchy of the records. First create the Advanced Inventory Support Case record, then create a Advanced Inventory Support Case using the Support Case record as its parent.
To create a support case, refer to the following examples.
Update a Support Case
The Support Case record can be used either as the parent record for the other case sub-records, or as a stand-alone case.
Create a case
Example Using DSI_RecordCreate
The following list provides the required fields when creating a case.
-
Subsidiary
-
Company
-
Title
Note:The assigned to employee section, must have Support Rep checked on employee record.
{
"recordcategory": "event",
"create": [{
"mc_user": "happy.gilmore@dsiglobal.com",
"recordtype": "supportcase",
,
"subsidiary": "1",
"targetfields": [{
"fieldid": "company",
"value": "2956"
}, {
"fieldid": "title",
"value": "It wont work"
}, {
"fieldid": "assigned",
"value": "1646"
}, {
"fieldid": "incomingmessage",
"value": "The pig didn't like it. We want a refund."
}]
}]
} Update a Case Status
Example Using DSI_RecordUpdate
The following list provides the default status values when updating a case status.
-
Not Started
-
In Progress
-
Escalated
-
Re-Opened
-
Closed
-
On Hold
{
"internalid": "101287",
"recordtype": "supportcase",
"mc_user": "sleeper.awakened@dsiglobal.com",
"updatefields": [{
"fieldid": "status",
"newvalue": "2"
}]
} Escalate a Case
Example Using DSI_RecordUpdate
Note:Unlike assigned, escalateto can be any employee.
{
"internalid": "101287",
"recordtype": "supportcase",
"mc_user": "kwisatx.haderach@dsiglobal.com",
"updatefields": [{
"fieldid": "status",
"newvalue": "3"
},{
"fieldid": "escalationmessage",
"newvalue": "I don't know how to fix this. The Boss said you should do it."
}],
"updatecolumns": [{
"sublistid": "escalateto",
"subrecordname":"",
"lines": [{
"line": "NEW",
"nvpair": [{
"columnid": "escalatee",
"newvalue": "1626"
}]
}]
}]
} Send a Case Message
Example Using DSI_RecordUpdate
The following list provides the default status values when sending a case message.
-
Not Started
-
In Progress
-
Escalated
-
Re-Opened
-
Closed
-
On Hold
{
"internalid": "101287",
"recordtype": "supportcase",
"mc_user": "sleeper.awakened@dsiglobal.com",
"updatefields": [{
"fieldid": "messagenew",
"newvalue": "T"
},{
"fieldid": "incomingmessage",
"newvalue": "Thank you for contacting support. Unfortunately, our product is not meant to be consumed by pigs. Closing this case."
},{
"fieldid": "status",
"newvalue": "5"
}]
} Enter or Bill Time to a Case
Example Using DSI_Time
{
"mc_user": "dick.grayson@dsiglobal.com",
"entry": [{
"employee": "1647",
"casetaskevent":"101696",
"trandate":"10/24/2016",
"customer":"2956",
"serviceitem":"2024",
"location":"2",
"hours":"2:15",
"memo":"Time Entered by Advanced Inventory",
"isbillable":"T",
"department":"3",
"class":"14",
"supervisorapproval": "T"
}]
}
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