Customer Relationship Management (CRM)

View Key Customer Information about the New NetSuite Customer 360 Page

NetSuite Customer 360 provides you with a complete, 360-degree view of the customer, including their financial information, transaction history, and other related data.

The Customer 360 page can be accessed in the following ways:

• By clicking the View Customer 360 link on Customer Record.

• By clicking the Switch to Customer 360 View link on Customer Dashboard.

Customer 360 collects all current information from across the business and displays it on a single page, thereby providing you with actionable insights. Using this information, you can easily track all the interactions made with the customer, their financial position and profitability to the business, purchasing trends, and more.

Information about the Customer 360 page is presented as follows:

• Recent Transactions: A list of transactions with the customer, latest at the top. These interactions include invoices, sales orders, credit memos, and returns.

• Product Recommendations: An AI-generated list of products that can be recommended to the customer.

• Sales This Year: The total of all sales made to the customer in the current year, in US dollars.

• All-Time Sales: The total of all sales made to the customer since the first ever transaction, in US dollars.

• Customer Profitability: The profitability of the customer to your organization in percentage.

• Top-selling items: A list of items purchased the most by the customer.

New Specialized User: CRM Role

The Specialized User: CRM role is a standard role with predefined permissions which enables you to manage sales, CPQ, marketing, support, and other CRM activities in NetSuite. Use this role to work with Campaigns, Opportunities, Quotes, Sales Orders, Cases, and other customer-related records, and CPQ functionality. You can customize this role to remove permissions or grant reduced access. This role prevents the use of any functionality that is not included in it. For more information, see Specialized User: CRM Role.

Ability to Restrict Access to External Case Response Page in CRM

A new security preference has been added to the Customer Support and Service feature. The preference enables or disables access to the External Case Response Page for your customers. The External Case Response Page is a web page that contains information about a case.

If you check the External Case Response Page box, anyone with a link can access the web page. If you clear the box, login to NetSuite is required to access the web page.

The External Case Response Page box is cleared by default.

For more information, see Setting Customer Service Preferences.

Change in Responding to Customer Messages in Case Management

The preference Receive Customer Replies in Case List Only in Case Management has been renamed to Prevent Support Reps from Receiving Customer Replies by Email. This preference determines whether the support representative assigned to a case can receive email copies of customer replies.

If you check the Prevent Support Reps from Receiving Customer Replies by Email box, support reps do not receive an email copy of customer’s reply to a case. If you clear the box, the customer’s reply is sent to the support rep by email and stored in the case record.

The Prevent Support Reps from Receiving Customer Replies by Email box is cleared by default.

For more information, see Setting Customer Service Preferences.

Change to which Users can Create Events on a Calendar

As of 2024.2, users can create events only on their own calendars. However, users can manage events on other people's calendars if the owner of the calendar has granted them permission to do so.

Similarly, only users who are members of a group can create events for that group.

For more details, see Creating a New Event Record.

Text Enhance Clean Up Action Added to More Fields in NetSuite

Text Enhance is a generative AI capability that helps you with writing tasks. The Clean Up action of Text Enhance has been added to nearly 200 fields in NetSuite. For more details, see Enhancements to Text Enhance.