Overview

This manual will guide you through the steps of creating support cases in Netsuite. Support cases are a means of communicating a customer issue/complaint to our returns department. This manual is separated into three sections: creating support cases, emailing from support cases, and attaching image files to case form.

1. Netsuite Account
2. Appropriate permissions to create/edit support cases

Creating a Support Case

1. All support cases will begin from the sales order in which the customer is having an issue. The only exception to this rule is if a customer has contacted you for ‘Requesting Improvements’ at which point a stand alone case can be created. 
2. From within the sales order locate the related records subtab and find ‘Support Cases’. Click ‘New Case’. Or for stand alone cases go to Customers > Customer Service > Cases > New
   
   
3. You should now be located within the support case form. You will need to confirm the following fields have been auto populated. If creating a ‘Requested Improvement’ case you will need to manually add the company name in order for fields to auto populate.

1. Company 
2. Customer Email 
3. Customer Phone 
4. Case Creation Date - Day in which the case was created.
5. Case Creation Time - Time in which the case was created
6. Subject - Returns

1. - If the case is a ‘Requested Improvement’ enter Improvement. 

7. Type - Problem 

1. If the case is a ‘Requested Improvement’ enter Improvement. 

8. Sales Rep 
9. Assigned to - TOI Department

4. You will now need to manually update the following fields. Some fields will be optional depending on the circumstances. 

1. Department - AFG Wholesale, Retail, etc.
2. Status - If a case is ready to begin, set to ‘Ready to Start’. This will let the returns department know they can begin working on the case. If waiting on more information from the customer or reviewing information set to ‘Under Review’.

1. - If creating a ‘Requested Improvement’ case please set the status to complete. 

3. Priority - Depending on the urgency of the case, you will need to assign the appropriate priority. If the case requires immediate attention please select ASAP. All others should be set to standard. 

1. - If creating a ‘Requested Improvement’ case please set the Priority to ‘Standard’

4. Customer Reported Date - Date in which the customer reported the issue / improvement.
5. Invoice / Cash Sale Number (If applicable)
6. Order Ship Date - The date in which the sales order was shipped(If applicable).
7. Issue Reported By - Whomever the customer contacted to report the issue
8. Origin - How the customer contacted AFG to report the issue
9. Case Issue - The reason for the case. If a case issue requires an image please reference section three ‘Attaching Image Files to Case Form’.
10. Desired Resolution - If none apply, select ‘Not Applicable’.
11. Issue Caused By - Use your best judgment to determine who you believe is at fault. If none apply, select ‘Not Applicable’.
12. Description of Issue - This will be used to communicate the details of the case to the returns department.

1. If creating a ‘Requested Improvement’ case enter the improvement being requested.

13. Resolution Notes - If you need to provide more information as to what the customer wants as a solution to the issue. 
14. Call Tag Instructions - Provide the returns department with the method in which they would like to receive a call tag.

Emailing From Support Cases

Emailing from Edit Mode

1. From within the ‘Communication’ sub tab locate ‘Outgoing from Support Rep’. From within the ‘Reply’ text area enter your information. 
   
   

2. Once you are ready to send a message you will have three options to choose from.

1. Send to Customer - This will allow you to send directly to the customers email address.
   
2. Internal Only - Will allow you to send messages directly to AFG employees without contacting the customer. You will need to specify in the ‘Copy Employees’ list by typing their name.
   
3. Send To Customer and Employees - This will allow you to contact the customer while sending a copy to an AFG employee.
   
4. Once you have typed your message click ‘Save’. Your message will now have been sent. 

    Emailing From View Mode

1. From the Communication tab locate the Messages sub tab. Click Email.
   

2. If emailing customers leave the default ‘Recipient’ and verify the email address is correct.
   
3. If emailing an AFG employee remove ‘Recipient’ and enter the email address of the employee.
   
4. Go to message and enter the information you wish to send. Click Merge & Send. 

Attaching Image Files to Case Form

1. From within the case form locate ‘Communication’ subtab then ‘Files’.
   
   
2. Click the + symbol next to the drop down arrows
   
3. Locate the folder called ‘Case Management Issues’ and select it.
    
4. At this point the customer should have provided you with an image file that you will need to upload from your computer to Netsuite. Locate ‘Choose Files’ and click on it. This will allow you to search your computer for images. It is recommended that you keep images in an easily identifiable location on your computer. Attach the image.
    
5. Name the file after the sales order number in which the case was created from . If you have more than one image use the format of sales order number then version. For example = 300085, 300085.1, 300085.2, etc. 
   
6. Click ‘Save’. If you get a message that an image already exists with that name please do not save and contact tech@afgdistribution.com.