SERVICE

MANAGEMENT
 Service Management

• Service management are the activities that are performed by an organization to design, build, deliver,
operate and control information technology services offered to customers.
• NetSuite’s integrated customer service management solution gives you a 360-degree view of customers-
helping to improve customer satisfaction, attract new customers and lower service costs.
• Service Management is a customer-focused approach to delivering information technology. Service
Management provides a framework to structure IT-related activities and the interactions of IT technical
personnel with customers and clients.
 Advantages
◦ Helping your speed.
◦ Case resolution.
◦ Customer satisfaction.
◦ Lower cost.
 Working With Cases

◦ When a customer reports an issue, question, or suggestion to your business, you create a case in your
account. That is added to the cases list, and is the beginning of the case workflow.
◦ Next, the case is routed to the appropriate support rep from the cases list. The support rep can then reply
by email to the customer with an answer or request for more information. The case can also be escalated
to someone else if the support rep cannot answer the case.
 Create Cases
◦ Cases track issues your customers report and the responses your support representatives give. Cases are
created when your customers report problems, ask questions or otherwise need to communicate with you.
You can submit support cases and receive responses in English, French, German, Japanese and different
language.
◦ Cases are created in three ways:

 A support rep creates a case record in NetSuite for customer who calls in.
 A customer completes an online case form. Online case forms.
 A customer sends an email to your support address
 Online case forms

◦ Online case forms help customers contact you with enquiries, and help your support team resolve
problems and offer customers the best service possible.

◦ Online forms are created using either NetSuite default form template or a custom HTML template you
upload
 Create case
Navigation- Lists>Support>Cases>New.

Insert assigned to Status and

priority

Concern or
problem or
Origin
question
Item
 Creating Knowledge Base Solutions

◦ Solutions are answers to customer issues. They may include instructions, FAQ, or information on a
product or service
◦ Navigation-Go to Lists > Support > Solutions.

Code and title

Status
Thank you