Overview

Requirements

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

Locating Support Cases

1. Depending on your Netsuite layout go to Customer > Customer Service > Cases. Click on cases. Or List > Support > Cases. Click cases.
   
2. Support cases have different statuses in which you can filter on. Each one represents where the case is in the process and which department should be working on them. You will need to locate any cases with the following status. 
   

1. Ready to Start - This is assigned by a sales representative once all information has been collected and is ready to be processed. 
2. In Progress - This is to be used for cases that are unable to be finished because of time constraints. If you feel you cannot finish a case, set the status to ‘In Progress’ and return to it the following day. 

3. Once you have filtered on cases with a status of ‘Ready to Start’ or ‘In Progress’ you will need to filter on the ‘Priority’ of the case. A priority represents the time sensitivity of the case and should be used as a method of processing certain cases over others. For more details please contact your supervisor.

4. You should now have a list of cases with the appropriate status and priority. Click ‘Edit’ next to the case you decide to process.
   

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Processing Support Cases

1. Inside the case form verify that you have all the necessary information needed to process the return. Place special emphasis on the following fields.
   

1. Description of Issue - This is a detailed description of the customer issue.
2. Desired Resolution - The resolution requested by the customer
3. Case Issue - Depending on the issue you may need to verify by an image file. To locate images go to Communication > Files and click on the attached images.
    
4. Resolution Notes - Allows for a more detailed description of the desired resolution. 
5. Call Tag Instructions - The preferred method a customer would like to use to return products.

2. If you feel that information is missing please contact the sales representative and issue a status of ‘Need More Information’. For contacting sales representatives through the case form please reference the ‘Emailing From Support Cases’ section of this manual.
3. Once you have verified you have all the information needed to create a return you will need to issue a status of ‘Complete’ and click ‘Save’. Return to the case form.
4. While in the case form go to Related Records > Transactions > Document Number. Click on ‘Document Number’. 
   
   
   
5. You should now be located in the sales order. Go to Related Records > Related Records and locate the Invoice/Cash Sale. Click on the ‘Date’.
    
6. Inside the Invoice/Cash Sale click on ‘Authorize Return’. You will now be able to reference the case document for all relative information to create the return. For more information on creating Return Authorization please reference ‘TOI Returns Tutorial’.

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.