Book Image

NetSuite for Consultants

By : Peter Ries
Book Image

NetSuite for Consultants

By: Peter Ries

Overview of this book

NetSuite For Consultants takes a hands-on approach to help ERP and CRM consultants implement NetSuite quickly and efficiently, as well deepen their understanding of its implementation methodology. During the course of this book, you’ll get a clear picture of what NetSuite is, how it works, and how accounts, support, and updates work within its ecosystem. Understanding what a business needs is a critical first step toward completing any software product implementation, so you'll learn how to write business requirements by learning about the various departments, roles, and processes in the client's organization. Once you've developed a solid understanding of NetSuite and your client, you’ll be able to apply your knowledge to configure accounts and test everything with the users. You’ll also learn how to manage both functional and technical issues that arise post-implementation and handle them like a professional. By the end of this book, you'll have gained the necessary skills and knowledge to implement NetSuite for businesses and get things up and running in the shortest possible time.
Table of Contents (27 chapters)
1
Section 1: The NetSuite Ecosystem, including the Main Modules, Platform, and Related Features
5
Section 2: Understanding the Organization You Will Implement the Solution for
11
Section 3: Implementing an Organization in NetSuite
21
Section 4: Managing Gaps and Integrations
Appendix: My Answers to Self-Assessments

Using Cases and Issues for customer support

Since NetSuite wants to be the central place each client runs their business from, it makes sense that the system offers features for customer support organizations. The main features worth knowing here are Support Cases and Issues. Cases are used to track communication with a customer and can be created either by the customer or the client's Customer Support Representatives (CSRs). A customer can typically create a Case via email or by completing a web form. The client's employees can manually create cases whenever they need and can also use the CSV import feature to create Cases in bulk, as is common if NetSuite and another system are being kept in sync.

Cases can be used for many purposes, but generally, they should be related to customer support. For instance, their most common use is for tracking questions and reports of problems from customers with products or services they've purchased. But we've also seen clients...