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
- 8/28/2018 3:55 pm
- Linenumberlinenumber
- 5
- Ns ps meeting datecustrecord_ns_ps_meeting_date_dt
- Aug 28, 2018
- Ownerowner
- Brooke Winterhalder
- Owneridownerid
- 8
- Rectyperectype
- NetSuite PS Meeting Notes
- Rectype 229 1633 maxnkeyrectype_229_1633_maxnkey
- 152
- Scriptidscriptid
- val_22535_3701406_392
- 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 8/28</p> <p style="margin:0in;font-family:Calibri;font-size:10.0pt;color:#767676">Tuesday, August 28, 2018</p> <p style="margin:0in;font-family:Calibri;font-size:10.0pt;color:#767676">10:42 AM</p> <p style="margin:0in;font-family:Arial;font-size:10.0pt"> </p> <p style="margin:0in;font-family:Arial;font-size:10.0pt"> </p> <p style="margin:0in;font-family:Calibri;font-size:12.0pt"><span style="font-weight: bold; font-style: italic; text-decoration-line: underline;">ACTION ITEMS</span></p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Interested in Online Lead generation and having them fill out the sales order</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">--- The customers have accounts on their website</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">*** <span style="background:aqua;mso-highlight:aqua">NS</span> Need to investigate</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">FUTURE: Possibility of wanting the option for an On Hold Case status </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Interested in having more fields to drill down on the Case details </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Need more custom fields and then added to reports (<span style="background:aqua;mso-highlight: aqua">SW</span>)</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Ex: Order Status inquiries are about 40%</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Ex: Which piece is broken, etc.</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Need to provide the Case Types (<span style="background:aqua;mso-highlight:aqua">SW</span>)</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Currently do not do Case Rules or Territories, but will be creating over time</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Want to know if Cases can be invisible and inaccessible to irrelevant roles/people</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Just accounting receiving the cases pertaining to accounting issues/inquiries</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- <span style="background:aqua;mso-highlight:aqua">NS</span></p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Want an escalation if case has been Open for certain amount of time</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Need specifics of what that will be</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- <span style="background:aqua;mso-highlight:aqua">NS</span></p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">** Some future Saved Searches for dashboard notifications of cases being Open for so many days, etc.</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">Need to install the Warranty & Repairs bundle</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt">-- Configure (<span style="background:aqua;mso-highlight:aqua">NS</span>)</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Arial;font-size:10.0pt"> </p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Support Preferences - </span></p><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" lang="en-PH"><span style="font-family: Arial; font-size: 10pt;">Notification preferences (send notifications to customers, assignees etc.) </span><span style="font-family:Arial; font-size:10.0pt;color:red">WOULD LIKE TO UNDERSTAND ALL OPTIONS</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle" lang="en-PH"><span style="font-family: Arial; font-size: 10pt;">Set up items to Offer Support to associate specific items with cases </span><span style="font-family:Arial;font-size:10.0pt;color:red">YES</span></li> <ul type="circle" 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" lang="en-PH"><span style="font-family:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">On the item record, on Preferences, can check off "Offer Support"</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle;margin-top:0pt; margin-bottom:10pt" lang="en-PH"><span style="font-family: Arial; font-size: 10pt;">Default case statuses at each stage in support process </span><span style="font-family:Arial;font-size:10.0pt;color:red">PLEASE EXPLAIN</span></li> </ul><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Case Creation – </span>Cases are created in four ways in NetSuite. Come prepared to discuss your requirements regarding each creation method:</p><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:Arial;font-size:10.0pt">A support rep creates a case in NetSuite </span><span style="font-family:Arial;font-size:10.0pt; color:red">YES</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">A customer completes an online form </span><span style="font-family:Arial;font-size:10.0pt;color:red">NO FOR B2B BUT WOULD LIKE TO FOR B2C</span></li> <ul type="circle" 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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">Wanting to get the NS order form into their website</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">A customer sends an email to your support address </span><span style="font-family:Arial;font-size:10.0pt; color:red">YES</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">A customer clicks the Contact Support link in the Customer Center or your website to fill out an external case record. </span><span style="font-family:Arial;font-size: 10.0pt;color:red">NO FOR B2B BUT WOULD LIKE TO FOR B2C</span></li> </ul><p style="margin:0in;margin-left:.375in;font-family:Arial;font-size:10.0pt; color:red"> </p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold"> </span></p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Support Setup Tasks –</span> There are numerous setup tasks to discuss for case management:</p><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-weight:bold;font-family:Arial;font-size:10.0pt">Cases Statuses</span><span style="font-family:Arial;font-size:10.0pt"> – Cases Statuses communicate how close a case is to being closed, or how it was closed. NetSuite has the following standard case statuses – Not Started, In Progress, Escalated, Re-Opened, and Closed. Come prepared with a list of any additional case statuses you use.</span></li> <ul type="circle" 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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">If they track time against their support reps, and if they want to add an On Hold status that would indicate if youre awaiting customer response</span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-weight:bold;font-family:Arial;font-size:10.0pt">Case Priorities</span><span style="font-family:Arial;font-size:10.0pt"> – Case Priorities are used to customize the rankings you give to cases to convey which ones need to be answered first. NetSuite has the following standard case priorities – High, Medium and Low. Come prepared with a list of any additional case priorities you use. </span><span style="font-family:Arial; font-size:10.0pt;color:red">YES, WHAT ARE OTHER BEST PRACTICES USING NS</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-weight:bold;font-family:Arial;font-size:10.0pt">Case Types – </span><span style="font-family:Arial;font-size:10.0pt">Case Types represent the kind of support issues your customer is reporting. NetSuite has the following standard case types – Question, Concern and Problem. Come prepared with a list of any additional case types you track. </span><span style="font-family:Arial; font-size:10.0pt;color:red">WE HAVE A LARGER LISTS THAT WOULD LIKE TO HAVE TRANSFERRED OVER</span></li> </ul><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-weight:bold;font-family:Arial;font-size:10.0pt;background: aqua;mso-highlight:aqua">Case Issue</span></li> <ul type="circle" 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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">Segment the case issue</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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">Problem = Shipping</span></li> <ul type="square" 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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">Evaluate why 60% of cases are based on shipping</span></li> </ul> </ul> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-weight:bold;font-family:Arial;font-size:10.0pt">Case Origins –</span><span style="font-family:Arial;font-size:10.0pt"> A Case Origin type is how a support case is reported. NetSuite has the following standard case origin types – Phone, Email, Web and Other. Come prepared with a list of additional origins you have. </span><span style="font-family:Arial; font-size:10.0pt;color:red">YES, NEED TO ADD CHAT, SOCIAL MEDIA</span></li> <ul type="circle" 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:Arial;font-size:10.0pt;background:aqua;mso-highlight: aqua">ADDED </span></li> </ul> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-weight:bold;font-family:Arial;font-size:10.0pt">Case Profiles –</span><span style="font-family:Arial;font-size:10.0pt"> Case Profiles enable you to apply different configuration to Support Cases, giving control over the branding of the Support communication. A case profile will already be setup, but you can add additional profiles for the different brandings/identities you may have. </span><span style="font-family:Arial;font-size:10.0pt;color:red">PLEASE EXPLAIN</span></li> </ul><p style="margin:0in;font-family:Arial;font-size:10.0pt"> </p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Case Rules – </span>A case assignment rule is a set of parameters for how support cases are distributed to support representative. The rules are based on fields found in the case record. Be prepared to discuss the following:</p><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:Arial;font-size:10.0pt">Case field the rule applies to (ex: Case Status, Zip Code) </span><span style="font-family:Arial; font-size:10.0pt;color:red">PLEASE EXPLAIN ALL</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">Description of rule</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle;margin-top:0pt; margin-bottom:10pt"><span style="font-family:Arial;font-size:10.0pt">Criteria for rule (ex: Case Status = Escalated)</span></li> </ul><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Case Territories - </span>When you create a case rule, you set criteria for a certain field on the case record. You then group rules into territories and assign a support rep to the territory. Any new cases that meet the criteria of each rule in a territory are assigned to that support rep. Be prepared to discuss the following:</p><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:Arial;font-size:10.0pt">Name of Territory </span><span style="font-family:Arial;font-size:10.0pt;color:red">PLEASE EXPLAIN ALL</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">Rules for the Territory – should it match any rule or all rules?</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle;margin-top:0pt; margin-bottom:10pt"><span style="font-family:Arial;font-size:10.0pt">Which reps fall into each territory</span></li> </ul><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Escalation - </span>You can set up escalation rules and assignments to ensure that high priority cases are routed to the correct person in your company at the right time. You set criteria to search cases, then create escalation assignments to group the rules. When a case matches the criteria, it is automatically assigned to the person or group you have selected for the assignment. Be prepared to discuss the following:</p><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:Arial;font-size:10.0pt">Case field the rule applies to (ex: amount of time since case was created) </span><span style="font-family: Arial;font-size:10.0pt;color:red">YES, WOULD LIKE TO UNDERSTAND ALL POSSIBLE OPTIONS</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">Criteria for rule</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle;margin-top:0pt; margin-bottom:10pt"><span style="font-family:Arial;font-size:10.0pt">Escalation assignment</span></li> </ul><p style="margin-top:0pt;margin-bottom:10pt;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Warranty and Repairs</span> – Warranty, repairs and field service can be offered to customers in NetSuite. If you are using warranty and repairs, come prepared to discuss requirements. <span style="color:red">WE ARE, AND NEED</span></p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Case Form – </span>Case records in NetSuite allow you to track issues your customers report and the responses your support reps give. These forms are customizable to fit your particular business. Before the session be sure to do the following:</p><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:Arial;font-size:10.0pt">Review NetSuite’s standard Case Form by navigating to: </span><span style="font-weight:bold;font-family: Arial;font-size:10.0pt">Lists > Support > Cases > New. </span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle"><span style="font-family:Arial;font-size:10.0pt">Try inputting information for a couple of sample cases into the system to determine what information is missing from the forms, or what information should be removed or rearranged. </span></li> </ul><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold"> </span></p><p style="margin:0in;font-family:Arial;font-size:10.0pt"><span style="font-weight:bold">Online Case Form – </span>Online case forms make it easy for customers to contact you with any problems they are having and make it even easier for your service team to resolve the problems and offer customers the best service possible. Online forms can be created using either NetSuite's default form template or a custom HTML template you upload. You can link to the form from your Web site or from the Customer Center. Come prepared with the following:</p><p style="margin:0in;font-family:Calibri;font-size:11.0pt"> </p><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:Arial;font-size:10.0pt">Marked up NetSuite online case form indicating the additional fields/fields to remove on your new case forms.</span></li> <li style="margin-top:0;margin-bottom:0;vertical-align:middle;margin-top:0pt; margin-bottom:10pt"><span style="font-family:Arial;font-size:10.0pt">Use this standard NetSuite online case form as a guide to markup:</span></li> </ul><ul type="disc" style="margin-left:.375in;direction:ltr;unicode-bidi:embed; margin-top:0in;margin-bottom:0in"> </ul>
- Templatestoredtemplatestored
- No
- Topiccustrecord_ns_ps_meeting_topic
- Call to Resolution Personalization Session
- 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=5
- Idid
- 5
- InternalIdInternalId
- 5
- Owner refidowner_refid
- 8
- Rectype refidrectype_refid
- 234
No value 4
- Customwhencecustomwhence
- —
- Externalidexternalid
- —
- Nsbrowserenvnsbrowserenv
- —
- Selectedtabselectedtab
- —
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Fields without a value are shown as “—”.