Enabling CRM and SFA Support Features
If you're an Administrator, you can enable the following features on the CRM subtab of the Enable Features page at Setup > Company > Enable Features.
|
Feature |
Description |
|---|---|
|
Email Case Capture |
Forward your support email to NetSuite. Then, when a message is received by NetSuite, a case is automatically created using information from the email message. |
|
Automated Case Escalation |
Set up rules and assignments that determine when a case is escalated |
|
Issue Management |
Use issue records to track problems with products that need resolution outside of the support team. |
|
Knowledge Base |
Create a searchable database for FAQs, support cases and more. |
|
Help Desk |
Track internal support cases submitted by employees separately from support cases submitted by customers. |