You can create and utilize assignment rules to automatically route support cases to specific support representatives based on specified criteria.
NetSuite uses the assignment rules to search cases based on specified criteria and then uses an assignment rule to automatically assign the case to the person that has been specified.
For example, say a company (Wolfe Electronics) has identified the main customer service issues and has configured the following values in the “Case Issue” list:
Based on this list, Wolfe Electronics wants to configure NetSuite to assign all Billing Questions to the Support Manager, David Bradford, due to their sensitive nature and permission access in NetSuite.
To set this case assignment rule up in NetSuite, an Administrator would need to perform the following steps:
Create Support Case Rule:
Click image to enlarge
Create Support Case Territory: