General
General · 24 fields · 20 with a value · 4 empty
- Attendeescustrecord_ns_ps_attendees
- ;;Iris Velasquez
- Baserecordtypebaserecordtype
- customrecord_ns_ps_meeting_notes
- Customformcustomform
- Standard NetSuite PS Meeting Notes Form
- Emailcustrecord_ns_ps_meeting_note_email
- Yes
- Isinactiveisinactive
- No
- Lastmodifiedlastmodified
- 10/5/2018 12:59 pm
- Linenumberlinenumber
- 15
- Ns ps meeting datecustrecord_ns_ps_meeting_date_dt
- Oct 5, 2018
- Ownerowner
- Brooke Winterhalder
- Owneridownerid
- 8
- Rectyperectype
- NetSuite PS Meeting Notes
- Rectype 229 1633 maxnkeyrectype_229_1633_maxnkey
- 152
- Scriptidscriptid
- val_24692_3701406_993
- Submitnext tsubmitnext_t
- customrecordentry
- Submitnext ysubmitnext_y
- 234
- Summarycustrecord_ns_ps_meeting_summary
- <p style="margin:0in;font-family:"Calibri Light";font-size:20.0pt">C2R Walkthrough #1</p> <p style="margin:0in;font-family:Calibri;font-size:10.0pt;color:#767676">Friday, October 5, 2018</p> <p style="margin:0in;font-family:Calibri;font-size:10.0pt;color:#767676">11:34 AM</p> <ul style="margin-left:.3236in;direction:ltr;unicode-bidi:embed;margin-top: 0in;margin-bottom:0in"> <p style="margin:0in;font-family:Cambria;font-size:14.0pt"><span style="font-weight:bold;font-style:italic;text-decoration:underline">Agenda</span></p> <ol type="1" style="margin-left:0in;direction:ltr;unicode-bidi:embed;margin-top: 0in;margin-bottom:0in;font-family:Cambria;font-size:12.0pt;font-weight:normal; font-style:normal"> <li value="1" style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt;font-weight:normal; font-style:normal;font-family:Cambria;font-size:12.0pt">Email and Online Case Form</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Case Statuses, Priorities, Types, Origins, and Profiles</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Enter Support Case for Returns</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Case Routings and Territories</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Case Escalation</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Customer Support Reporting</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Warranty and Repairs (NEED FOLLOW UP SESSION)</span></li> </ol> <p style="margin:0in;margin-left:.375in;font-family:Cambria;font-size:14.0pt"> </p> <p style="margin:0in;font-family:Cambria;font-size:14.0pt"><span style="font-weight:bold;font-style:italic;text-decoration:underline">Meeting Attendees: Brooke, Mihir, Iris, Jordan, Kristoff, and SW team</span></p> <p style="margin:0in;font-family:Cambria;font-size:12.0pt"> </p> <ul type="disc" style="margin-left:0in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Setup > Support > Online Case Form</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">From here, a new Online Case form can be created</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Created an Online case with Mihir’s information, and a new Case9 was created</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Showed the ability to Grab from the list of Cases, which allows a Support rep to Assign it to themselves</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed how they can go from </span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Setup > Support<span style="mso-spacerun:yes"> </span>> …</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Case Status</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Priorities</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Types</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Origins</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Profiles </span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed these, and currently did not need more Statuses, Priorities, Origins, or Profiles</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">At this point in the session, Jordan requested that Mihir and Brooke utilize the Case Disposition documentation to work that into the Case creation so the SW team can determine if they will continue to handle cases this way (Start with Case), or use NetSuite’s leading practice of starting from the Customer, using that record to see past sales, communication, etc. and utilizing the New Bar to directly create a new case, opportunity, sales order, invoice, payment, RA, etc.</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Brooke relayed that the original SW approach is not a leading practice</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Another follow up session will need to occur after Brooke and Mihir create the Case Disposition details in NS</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Showed how a Case is submitted</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed all of the fields and Incident info that auto fills upon creation</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Went further and made the case one that uses the Return Authorization from case</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Can create the Return by</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Enable Create Transaction: Create Return Authorization</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">(Alternative option is to “Create Replacement Sales Order” if this is to send them another item rather than Refund/Credit, and it allows you to then create a new SO straight from the case)</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Need the Search Transaction Type: Invoice or Sales Order</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Search Transaction Number: Invoice or SO that is specifically being referenced</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Taken to a page that allows you to fill in the details of what you are returning for the customer (and if for a Replacement SO, then what items you are replacing and re-ordering)</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Then go through the Return process</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Fill out RA</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Receive the Item (Item Receipt)</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Refund the customer = fill out a Credit Memo</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">The RA you created carries a Memo message (created from Case, unless changed) through on the Item Receipt and the Credit Memo</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">The original Case stores the details of the original Invoice/SO referenced as well as the RA created</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">The RA also has the details of the Receipts and Refunds associated</span></li> </ul> </ul> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed how Case Rules can be established based off of fields from the Case form (custom or native, anything currently showing on the Case form) and then applied to Case Territories and Routings </span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">This is something the team will be interested in when it comes to inquiry (made an action item)</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed Case Escalation</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Return to the saved Case, get into Edit mode, and go to the Escalation tab</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Assign an Escalation to a Support rep, and by saving, that emails the person it was escalated to</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">History of Escalation is stored on the Escalation tab of the Case</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Will need another session to review Warranties, since the C2R process took up an hour and 10 minutes of the call, and M2R was needed before the 2 hours was over</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">There was a bit of time spent dealing with SW’s loss of service/technical difficulties</span></li> </ul> </ul> <ul type="disc" style="margin-left:0in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reviewed the Customer Support Reporting</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Reports > Cases > …</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Open Case Analysis</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Closed Case Analysis</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Open Case Escalation</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Closed Case Escalation</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Case Activity by Support Rep</span></li> </ul> </ul> </ul> <p style="margin:0in;font-family:Cambria;font-size:12.0pt"> </p> <p style="margin:0in;font-family:Cambria;font-size:12.0pt"> </p> <p style="margin:0in;font-family:Cambria;font-size:12.0pt"> </p> <p style="margin:0in;font-family:Cambria;font-size:14.0pt"><span style="font-weight:bold;font-style:italic;text-decoration:underline">ACTION ITEMS</span></p> <ul type="disc" style="margin-left:0in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Want Order number or Sales Order number on the Online Case Form</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Want another Online Case form for Dealer Inquiry</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Want to get the cases automatically assigned, with a Round Robin</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Want to know if someone is sick or out, does the system detect that and not assign to them</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">DO NOT want the Grab option</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Need to set up the Case to handle what Jordan sent</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Disposition PPT</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Want a conditional field that can pull from Case Type: Inquiry value to then show only options for Inquiry and then route to groups of Support reps</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Need specifics on</span></li> <ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">What those Inquiry options are</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Who that would specifically route to</span></li> </ul> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Need to schedule another session to review Warranties - DONE (10/9 11 AM EST)</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Cambria;font-size:12.0pt">Need to schedule another session to show the team how we set up the system to accommodate the use of Cases when there is a Customer communication</span></li> </ul> </ul>
- Templatestoredtemplatestored
- No
- Topiccustrecord_ns_ps_meeting_topic
- Call to Resolution Walkthrough #1
- Topicscustrecord_ns_ps_next_meeting_topics
- <List the topics to be covered in the next configuration session>
- Typetype
- custrecordentry
No value 4
- Cc emailcustrecord_ns_ps_meeting_note_cc_email
- —
- NetSuite job record emailcustrecord_ns_job_record_email
- —
- Ns ps next meeting datecustrecord_ns_ps_next_meeting_date_dt
- —
- Versionversion
- —
System & IDs
System & IDs · 10 fields · 6 with a value · 4 empty
- Customform refidcustomform_refid
- -1234
- Entryformquerystringentryformquerystring
- rectype=234&e=T&id=15
- Idid
- 15
- InternalIdInternalId
- 15
- Owner refidowner_refid
- 8
- Rectype refidrectype_refid
- 234
No value 4
- Customwhencecustomwhence
- —
- Externalidexternalid
- —
- Nsbrowserenvnsbrowserenv
- —
- Selectedtabselectedtab
- —
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