Assignment Rules & Territories
You can set up rules and territories to automatically assign cases to support reps or support groups. You must first have defined your case types, case origins, support issues and support items.
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.
Related Topics
- Creating Case Rules
- Creating Case Territories
- Assigning Priorities to Territories
- Reassigning Cases to Territories
- Creating Case Profiles
- Setting Case Escalation Rules and Assignments
- Using Email Case Capture
- Online Case Forms
- Help Desk
- Customizing Case Forms
- Customizing Support Notification Email
- Setting Up Customer Support in NetSuite OneWorld
- Setting Up Case Management