1. Support Management
  2. Setting Up Case Management
  3. Setting Up Customer Support in NetSuite OneWorld
  4. Setting Subsidiary-Level Support Preferences

Setting Subsidiary-Level Support Preferences

Customer support preferences for subsidiaries are set on subsidiary records.

You can choose an anonymous customer record to use as a placeholder when cases are entered by individuals who do not have matching customer records. By default, an anonymous customer record is created for each subsidiary.

Subsidiary-level preferences take precedence over the preferences you set at Setup > Support > Preferences > Support Preferences. If you do not set a preference for a subsidiary, the company-level preference is used for that subsidiary. If the subsidiary preferences match the company preferences, when you change the company preference, the subsidiary preference is automatically updated.

To set subsidiary support preferences:

  1. As an Administrator, go to Setup > Company > Classifications > Subsidiaries.

  2. Click Edit next to the subsidiary you want to set support preferences for.

  3. Click the Preferences subtab.

  4. Under the Preferences subtab, click the Support subtab.

  5. From the Default Case Profile list, select the required case profile.

    For information about setting up case profiles see, Creating Case Profiles.

    Note:

    Make sure that the case profile you are selecting contain the From name and the From email address. This email address will appear in the From field on email communications sent to customers. Without this name and email address, the Parent company name email address will appear in the email sent to customers instead.

  6. Click Save.

Related Topics

General Notices