---
title: "NetSuite Case Management: Setup, Workflows & AI"
description: Learn how NetSuite Case Management handles support cases, routing and escalation, and how Contivio adds voice, SMS, live chat and AI.
image: https://go.contivio.com/hubfs/Jan%202018/NetSuite%20-%20Case%20Management%20Screenshot.png
---
The Complete Cloud Contact Center & Telephony Solution
[1.800.282.8105](tel:18002828105)
[](https://www.contivio.com/)
- [Product](https://www.contivio.com/product/)
- [Overview](https://www.contivio.com/product/)
- [All Features](https://www.contivio.com/all-features/)
- Solutions
- [Mobile CCaaS](https://www.contivio.com/mobile-ccaas/)
- [Omnichannel](https://www.contivio.com/omnichannel/)
- [All Teams](https://www.contivio.com/phone-systems/)
- [Integrations](https://www.contivio.com/integration/)
- [NetSuite](https://www.contivio.com/netsuite/)
- [Salesforce](https://www.contivio.com/salesforce/)
- [Microsoft](https://www.contivio.com/microsoft/)
- [Others](https://www.contivio.com/others/)
- [Pricing](https://www.contivio.com/pricing/)
- [Customers](https://www.contivio.com/case-studies/)
- [Contact Sales](https://www.contivio.com/contact-sales/)
The Complete Cloud Contact Center & Telephony Solution
- [Product](https://www.contivio.com/product/)
- [Overview](https://www.contivio.com/product/)
- [All Features](https://www.contivio.com/all-features/)
- Solutions
- [Mobile CCaaS](https://www.contivio.com/mobile-ccaas/)
- [Omnichannel](https://www.contivio.com/omnichannel/)
- [All Teams](https://www.contivio.com/phone-systems/)
- [Integrations](https://www.contivio.com/integration/)
- [NetSuite](https://www.contivio.com/netsuite/)
- [Salesforce](https://www.contivio.com/salesforce/)
- [Microsoft](https://www.contivio.com/microsoft/)
- [Others](https://www.contivio.com/others/)
- [Pricing](https://www.contivio.com/pricing/)
- [Customers](https://www.contivio.com/case-studies/)
- [Contact Sales](https://www.contivio.com/contact-sales/)
[1.800.282.8105](tel:+18002828105)
# NetSuite Case Management: Setup, Workflows & AI
Posted by [Tim Dancey](https://go.contivio.com/blog/author/tim-dancey) on 10/10/19, 4:12 PM
Find me on:
[LinkedIn](https://www.linkedin.com/in/tim-dancey-b352a571)
- [Tweet](https://twitter.com/share)
**Updated** October 15, 2026
NetSuite case management is how many organizations that run customer service in NetSuite track support issues from first contact to resolution. This guide explains how native case management works, how cases are created and configured, and how a customer interaction layer connects phone calls, SMS, live chat and AI to the same case records.
## Quick answer
NetSuite Case Management is NetSuite CRM’s system for creating, assigning, tracking, escalating and resolving customer-support issues. Cases can originate from email, forms, Customer Center, manual entry or configured integrations. Contivio extends the workflow by connecting voice, SMS, live chat, recordings, transcripts and AI-generated interaction data to the appropriate NetSuite customer or case record.
In this guide
1. [What is NetSuite Case Management?](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-what)
2. [How does NetSuite Case Management work?](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-how)
3. [How are NetSuite cases created?](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-create)
4. [Important case fields and configuration](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-fields)
5. [Benefits of NetSuite Case Management](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-benefits)
6. [Where native case management ends](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-layer)
7. [Connecting calls, SMS and live chat to cases](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-connect)
8. [Step-by-step customer-service workflow](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-workflow)
9. [Routing customers using case data](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-routing)
10. [Automatic interaction logging and case history](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-logging)
11. [AI transcripts, summaries and conversation intelligence](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-ai)
12. [Self-service, IVR and AI-agent use cases](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-self)
13. [NetSuite AI Connector Service](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-aics)
14. [Implementation checklist](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-checklist)
15. [Customer proof](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-proof)
16. [Frequently asked questions](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-faq)
17. [Connect every conversation to NetSuite](https://go.contivio.com/blog/netsuite-case-management-benefits#nscm-demo)
## What is NetSuite Case Management?
NetSuite Case Management is the support-case functionality within NetSuite CRM’s Customer Support and Service features. Oracle documents it under [Support Management](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/book_N2420978.html). A case is the record of one customer issue: a question, a complaint, a product problem or a service request.
Each case is linked to a customer and usually a contact. It carries a case number, a subject, a status, a priority and the support representative it is assigned to. Messages, phone call activities, tasks and notes attached to the case form its communication history, so anyone who opens the case can see what has already happened.
Because cases sit in the same database as customer, item and transaction records, a support employee can review a customer’s orders, invoices and open issues in one place. Oracle describes the wider product as [NetSuite customer service management](https://www.netsuite.com/portal/products/crm/customer-service-management.shtml).
## How does NetSuite Case Management work?
Most cases follow the same lifecycle. The rules that move a case from one stage to the next are configured by the NetSuite administrator.
1. **Intake**A case is created from email, a web form, the Customer Center, manual entry or an integration.
2. **Assignment**Case rules and territories can assign the case to a support representative based on criteria such as type, origin, issue or customer.
3. **Work**The assigned employee researches the issue, replies to the customer and records activity on the case.
4. **Escalation**Escalation rules can move the case to another employee or group when it meets defined criteria, such as priority or time in a status.
5. **Notification**NetSuite can email the customer and the assigned employee when a case is created, updated or escalated, based on account settings.
6. **Resolution**The case is closed and remains available to support reports, saved searches and future employees.
Customers can also help themselves. The knowledge base publishes solutions that customers and employees can search, and the Customer Center lets customers review the cases they have submitted.
## How are NetSuite cases created?
NetSuite support cases can come from several sources. Most accounts use more than one.
Native
### Email case capture
Messages sent to a designated support email address can be converted to cases. Customer replies are added to the same case’s message history.
Native
### Online case forms
Forms published on a website or support portal create cases from customer submissions.
Native
### Customer Center
Customers with Customer Center access can submit new cases and review existing ones.
Native
### Manual entry
Employees create a case from the case form or a customer record, for example while speaking with a customer.
Integration
### Configured integrations
SuiteScript, web services or a connected application such as a contact-center platform can create or update cases according to the configured workflow.
Email is a common starting point, but it is not the only one. NetSuite does not provide telephony, SMS or live chat as native case-management channels, so those conversations reach a case through manual entry or an integration. Oracle’s [Create Cases](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/section_N2434679.html) documentation covers the native methods.
## Important NetSuite case fields and configuration
Case fields decide how a case is assigned, reported and found again. They also determine what an integrated contact center can use for matching and routing.
| Field | What it holds | Why it matters |
| --- | --- | --- |
| Case number | The unique identifier for each case. | Lets customers, employees and IVR or AI workflows reference an existing issue. |
| Customer | The customer the case belongs to. | Connects the issue to orders, invoices and account status. |
| Contact | The person who reported the issue. | Determines who receives replies and which phone number or email is matched. |
| Status | The case’s stage, for example Not Started, In Progress, Escalated or Closed. | Drives work lists, reports and any status read back to customers. |
| Priority | Relative urgency, such as High, Medium or Low. | Can inform assignment, escalation and routing. |
| Type | The category of request, defined by the account. | Supports reporting and type-based assignment. |
| Origin | The channel the case came from, such as email, web or phone. | Shows how customers reach support and lets rules treat channels differently. |
| Issue | The specific problem, defined by the account. | Identifies recurring problems by product or service. |
| Assigned to | The support representative responsible. | Allows calls about the case to reach its owner when routing is configured. |
| Messages and activities | Emails, calls, tasks, notes and events linked to the case. | Forms the history employees read before responding. |
Accounts can add custom fields and forms. Field labels and default values vary by account.
### Configuration areas
- **Support preferences.** Enable customer-support features and set case defaults.
- **Case rules and territories.** Assign cases automatically by criteria.
- **Escalation rules.** Define when cases escalate and to whom.
- **Notifications.** Choose which emails customers and employees receive.
- **Knowledge base.** Publish solutions for customers and employees.
- **Customer Center access.** Let customers submit and track cases.
Oracle’s [Setting Up Case Management](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/chapter_N2421072.html) guide covers each area.
## What are the benefits of NetSuite Case Management?
- **Centralized customer and case history**Messages, activities and status changes for an issue are stored on one case linked to the customer.
- **Faster assignment and escalation**Case rules and escalation rules move work to the right person without manual triage.
- **ERP and CRM context**Employees can see orders, invoices, items and account status alongside the case.
- **Fewer disconnected support tools**Support work stays in the system that already holds customer and transaction data.
- **More consistent follow-up**Statuses, tasks and notifications keep open obligations visible.
- **Reporting by customer, issue, product, employee or outcome**Saved searches and reports draw on case fields and linked records.
- **Self-service options**The Customer Center and knowledge base let customers check cases and find answers.
- **Coaching and quality review**When conversation data is captured, managers can review what was said as well as what was logged.
- **Better customer experience**A complete case history reduces the need for customers to repeat the issue when another employee becomes involved.
## Where native case management ends and the interaction layer begins
NetSuite manages the case. It does not answer the phone, send text messages or host a live chat. Those conversations run on a separate communications platform, and the case history is only as complete as the connection between the two.
### NetSuiteSystem of record
- Customer, contact and case records
- Orders, invoices, items and transactions
- Case rules, territories and escalation
- Email case capture, forms and Customer Center
- Knowledge base and support reporting
### ContivioCustomer interaction layer
- Voice, SMS, live chat and configured AI agents
- Queues, IVR, routing and callbacks
- Caller matching, screen pops and click-to-dial
- Call recording, transcripts and supervision
- Interaction data connected to NetSuite records
NetSuite holds the customer, case and transaction records. Contivio manages the conversations and connects the relevant interaction data back to those records.
## How Contivio connects calls, SMS and live chat to NetSuite cases
Contivio is a complete [business phone system](https://www.contivio.com/netsuite-phone-system/) and contact center for NetSuite, delivered as a native NetSuite SuiteApp. It manages customer conversations across voice, SMS, live chat and configured AI agents, then connects the relevant interaction data to NetSuite customer, contact and case records.
- Native NetSuite SuiteApp
- Built for NetSuite
- NetSuite Next Ready
- Oracle-listed NetSuite CTI partner
- Supporting NetSuite customers since 2012
- 57 reviews on the SuiteApp Marketplace
NetSuite Next Ready refers to tested compatibility with NetSuite Next. It is a readiness designation, not a separate Oracle certification.
When configured, Contivio can:
- Identify an inbound caller and match the number to a NetSuite customer or contact
- Search NetSuite when more than one record matches
- Screen-pop an existing customer, contact, case, order or other supported record
- Create or open a case when the customer reports a new issue
- Find an existing case using a case number or customer information
- Let employees click a NetSuite phone number to place a call
- Connect SMS and live-chat conversations to the appropriate record
- Associate completed activity with the customer, contact or case
Which record opens, and what happens when no record or several records match, is agreed during implementation. See [NetSuite screen pops](https://www.contivio.com/netsuite-screen-pops/) and [NetSuite click-to-dial](https://www.contivio.com/netsuite-click-to-dial/) for how each feature works.
[View full size](https://www.contivio.com/wp-content/uploads/2026/09/netsuite-screen-pop-scaled.png)
An inbound call opens the matching NetSuite customer record, where the employee can review open cases and recent transactions.
See how Contivio connects customer interactions to NetSuite cases.
[NetSuite contact center](https://www.contivio.com/netsuite-contact-center/)
## Step-by-step customer-service workflow
This example shows a support interaction from first contact to follow-up. Each step depends on how the deployment is configured.
1. **Contact**A customer calls, sends an SMS or starts a live chat.
2. **Identify**Contivio identifies the customer using the information available to the configured workflow.
3. **Screen pop**Contivio screen-pops the matching customer, contact or case record in NetSuite.
4. **New issue**If the inquiry is new, the employee or configured automation creates a case.
5. **Existing issue**If it concerns an existing issue, Contivio opens the relevant case.
6. **Route**The interaction is routed using queue rules and available NetSuite context.
7. **Handle**The employee sees the customer, case, order and previous-interaction information permitted by their role.
8. **Log**After the interaction, configured activity details are associated with the appropriate NetSuite record.
9. **Follow up**Follow-up tasks, escalation or customer notifications can be triggered through the approved workflow.
Outbound work follows the same pattern. An employee can click a phone number on a case, and the completed call can be associated with that case when configured.
## Routing customers using NetSuite case data
Standard contact-center routing uses the number dialed, the IVR selection and employee availability. NetSuite case routing adds customer and case data to that decision when the routing workflow is configured to read it. Fields that can inform routing include:
- **Case owner.** A caller with an open case reaches the assigned employee first.
- **Case status.** Escalated cases can go to a senior support queue.
- **Customer status.** Prospects and active customers can reach different teams.
- **Territory.** Callers reach the team that covers their region.
- **Language.** Callers reach employees who speak the language on their record.
- **VIP level.** Priority accounts go to a dedicated queue.
Fallback rules decide what happens when the preferred employee is unavailable. Contivio also provides queue callback, so customers can keep their place without waiting on hold, along with queue voicemail and after-hours routing. Routing can only use the NetSuite fields the connected role and permissions allow.
## Automatic interaction logging and case history
When employees log calls by hand, notes vary in quality and some calls are never recorded. Contivio can associate completed interactions with the appropriate customer, contact or case record based on the approved workflow.
Depending on the deployment, the logged activity can include:
- Direction, duration and employee
- Notes and dispositions
- Queue information
- Recording links
- Follow-up details
- SMS and live-chat conversation records
The outcome of an interaction can also create tasks or start follow-up workflows, such as a callback task when the disposition shows the issue is unresolved. Duplicate prevention and the handling of interactions that cannot be matched should be defined and tested before launch. See [automatic call logging for NetSuite](https://www.contivio.com/netsuite-automatic-call-logging/) for details.
## AI transcripts, summaries and conversation intelligence
AI features are enabled per account. When enabled, configured interactions can produce:
- Call transcripts
- AI-generated summaries
- Sentiment
- Keywords and topics
- Customer-satisfaction indicators
- Follow-up actions
- Proposed dispositions
- Agent scorecards
- Supervisor alerts
- Searchable conversation history
[View full size](https://www.contivio.com/wp-content/uploads/2026/09/Screenshot-2026-09-25-at-12.56.24-PM-scaled.png)
**AI interaction data in NetSuite.** Recording playback, an AI call summary and the transcript for a completed call.
### What this changes for case management
- Employees can often review the transcript or summary instead of replaying an entire recording.
- Managers can review customer issues faster.
- Case history includes what the customer actually said.
- Repeated complaints can be identified across cases.
- Follow-up obligations can be surfaced.
- Escalations can include the conversation context.
- AI-to-human handoffs reduce the need for customers to repeat themselves.
AI output is an interpretation of the conversation, not a verified record. Transcription and sentiment can be wrong, particularly with poor audio or specialist terms, and it does not replace human review. Administrators choose which outputs are written to NetSuite and which roles can see them.
**Automatic call logging and AI summary.** A completed call logged to NetSuite with an AI-generated summary.
## Self-service, IVR and AI-agent use cases
Native NetSuite self-service runs through the Customer Center and knowledge base. Many customers still prefer to call or text about a case, and an IVR or AI agent can handle the routine part of that request.
Illustrative workflow
### A case-status IVR
- 1Report a new issue
- 2Check an existing case
1. The caller chooses “Check an existing case.”
2. The IVR collects a case number or other approved identifier.
3. Contivio looks up the case and reads back a configured status.
4. If the caller needs help, the call is routed to the assigned employee or the appropriate queue.
5. The collected information is passed to the employee, so the caller does not repeat it.
Choosing “Report a new issue” can route the caller to the support queue with the matched customer record open, or create a case when the workflow is configured to do so. This is an example of what can be configured, not a fixed menu.
### AI agents
Contivio [AI agents for NetSuite](https://www.contivio.com/netsuite-ai-agents/) can handle approved conversations by voice, SMS or chat. Within the configured workflow, an AI agent can collect information, answer approved questions, create or update configured records such as cases, and transfer the customer to an employee with the conversation context. It can only use the records and fields the connected role is permitted to access.
**AI agent to human handoff.** An AI chat agent looks up a NetSuite sales order and its status, then transfers the chat to a person.
## NetSuite AI Connector Service and customer-conversation data
The NetSuite AI Connector Service lets approved AI tools work with NetSuite data through the tools it exposes. Interaction data that Contivio writes into NetSuite, such as summaries, dispositions and follow-up details, becomes NetSuite data. It can then be available to those AI tools and workflows, subject to:
- The connected NetSuite role
- Field access
- Permissions
- The tools exposed through the AI Connector Service
- What each NetSuite AI service is capable of reading
Contivio captures and structures customer-conversation data. NetSuite and approved AI tools can then analyze that information alongside customers, orders, cases, invoices and other permitted records. The AI Connector Service does not automatically access every Contivio field, and Contivio is separate from Oracle SuiteAgents. Review which fields are written to NetSuite and which roles can read them before connecting AI tools.
## Implementation checklist
A NetSuite case management setup with an integrated contact center touches support configuration, record matching, permissions and testing. Use this list to plan the work.
### 01NetSuite setup
- Enable the necessary NetSuite customer-support features
- Define case types, issues, origins, statuses and priorities
- Configure case rules, territories and escalation
- Confirm roles and permissions
### 02Channels and matching
- Decide which channels create or update cases
- Define customer and contact matching
- Define duplicate and unknown-caller handling
- Decide which record should screen-pop
### 03Data and routing
- Decide what activity data should be written back
- Establish recording and transcript access
- Configure queues and routing
### 04Testing and launch
- Test standard and custom NetSuite records
- Test new issues, existing cases and transferred interactions
- Test failure handling and duplicate prevention
- Train employees
- Measure missing logs, matching accuracy and resolution time after launch
The [NetSuite implementation guide](https://www.contivio.com/netsuite-implementation-guide/) explains each stage of a Contivio deployment.
## Customer proof
These examples reflect results from broader Contivio and NetSuite deployments. They should not be interpreted as results produced solely by NetSuite Case Management.
### Capitol Scientific
**30%**increase in inbound and outbound call efficiency
**70%**reduction in desktop-phone usage
Results from Capitol Scientific’s Contivio deployment, which connects calling with NetSuite and includes call recording, management visibility, KPIs and AI-generated transcripts. Reported by Dean Leipsner, Executive Vice President.
### Big Dog Solar
Replaced desk phones and three separate communication platforms with one Contivio deployment. Voice, SMS/MMS and interaction history connect to NetSuite, with screen pops, click-to-dial, automatic logging, and AI transcripts and summaries. Amanda Amato praised the implementation and support experience.
[Read the Big Dog Solar case study](https://www.contivio.com/big-dog-solar-netsuite-case-study/)
### Amatheon Animal Health
Connects voice, SMS, live chat and AI-powered workflows with NetSuite, using customer and order context to support faster service.
More examples are on the [Contivio case studies](https://www.contivio.com/case-studies/) page.
## Frequently asked questions
What is NetSuite Case Management?
NetSuite Case Management is the part of NetSuite CRM used to create, assign, track, escalate and resolve customer-support issues. Each issue is stored as a case record linked to a customer and contact, with fields for status, priority, type, origin and the assigned support representative, plus the communication history for that issue.
Is NetSuite Case Management a ticketing system?
It works like one. A NetSuite support case serves the same purpose as a help-desk ticket: it gives each issue a number, an owner, a status and a history. The difference is that the case sits in the same system as the customer's orders, invoices, items and transactions, so support staff can see the commercial context of an issue without switching applications.
How are support cases created in NetSuite?
Native options include email case capture, online case forms, submissions from the Customer Center and manual entry by employees. Cases can also be created by configured integrations, such as SuiteScript, web services or a connected contact-center application. Which methods are available depends on how the account is set up.
Can an incoming phone call create a NetSuite case?
Yes, when configured. NetSuite does not provide telephony itself, so a call reaches a case through manual entry or an integration. With Contivio, the employee can create a case from the matched customer record during the call, or a configured workflow can create the case based on IVR selections or other approved criteria.
Can NetSuite open an existing case when a customer calls?
It can, with an integration such as Contivio. A configured workflow can look up an open case using the caller's phone number and customer record, or using a case number the customer enters in the IVR. The matching case then opens for the employee who takes the call. If more than one record matches, the workflow can present a search or let the employee choose.
Can calls be routed using NetSuite case data?
Yes, when configured. Contivio can use approved NetSuite fields such as case owner, case status, customer status, territory, language or VIP level to decide where a call goes. For example, a caller with an open case can be routed to the assigned employee first and then to the support queue if that person is unavailable.
Can call recordings and transcripts be connected to a NetSuite case?
They can. Depending on the deployment, completed call activity can include a recording link, a transcript and an AI-generated summary associated with the customer, contact or case. Access to recordings and transcripts follows the NetSuite roles and permissions set during implementation.
Can SMS and live chat be associated with a NetSuite case?
Yes. Contivio can associate SMS and live-chat conversations with the appropriate NetSuite customer, contact or case record when the workflow is configured to do so. Written conversations then sit in the same history as calls and email.
Can customers check case status without speaking to an employee?
Yes. Natively, customers with Customer Center access can view their cases and search the knowledge base. With Contivio, an IVR or AI agent can be configured to collect a case number or other approved identifier, read back a configured case status and transfer the customer to a person when needed.
Can an AI agent create or update a NetSuite case?
It can, within an approved workflow. A Contivio AI agent can be configured to collect information, answer approved questions and create or update configured NetSuite records, including cases, subject to the permissions of the connected role. When a request falls outside the workflow, the agent transfers the customer to an employee with the conversation context.
How does Contivio integrate with NetSuite Case Management?
Contivio is a native NetSuite SuiteApp that acts as the customer interaction layer for NetSuite. It handles voice, SMS, live chat and configured AI agents, matches each interaction to NetSuite customers, contacts and cases, screen-pops the relevant record, routes using NetSuite data and associates configured activity details with the record. NetSuite remains the system of record for the case.
Is Contivio a native NetSuite SuiteApp?
Yes. Contivio is a native NetSuite SuiteApp listed on the NetSuite SuiteApp Marketplace. It is Built for NetSuite and Contivio is an Oracle-listed NetSuite CTI partner. Contivio has supported NetSuite customers since 2012.
Does Contivio replace NetSuite Case Management?
No. Case records, assignment rules, escalation rules and the knowledge base stay in NetSuite. Contivio adds the communication channels and contact-center tools that NetSuite does not provide natively and connects those interactions to NetSuite case records.
What should we test before launching a NetSuite-integrated contact center?
Test customer and contact matching, duplicate and unknown-caller handling, which record screen-pops, case creation for new issues, case lookup for existing issues, transferred interactions, activity write-back to standard and custom records, recording and transcript access by role, routing rules and failure handling. After launch, measure missing logs, matching accuracy and resolution time.
## Connect every customer conversation to the right NetSuite record.
See how Contivio connects voice, SMS, live chat, recordings and AI-generated interaction data to your NetSuite customer-service workflow.
[Book a NetSuite Demo](https://www.contivio.com/book-a-demo/) [Explore Contivio for NetSuite](https://www.contivio.com/netsuite/)
Topics: [NetSuite](https://go.contivio.com/blog/tag/netsuite), [Contact Center Best Practices](https://go.contivio.com/blog/tag/contact-center-best-practices), [AI](https://go.contivio.com/blog/tag/ai), [case management](https://go.contivio.com/blog/tag/case-management), [Customer Service](https://go.contivio.com/blog/tag/customer-service)
### Written by [Tim Dancey](https://go.contivio.com/blog/author/tim-dancey)
Tim Dancey is Chief Revenue Officer at Contivio, where he leads global business development and sales. Since joining in 2013, he has helped expand Contivio’s presence across the United States, Canada, Europe and Asia. His work focuses on helping businesses connect voice, SMS, chat and AI with NetSuite and other CRM and ERP platforms to improve customer service, sales productivity and workflow automation.
### Who is Contivio?
Contivio is an omnichannel [cloud contact center & telephony solution](https://contivio.com) that integrates with almost any CRM or ticketing system to increase agent efficiency and improve customer experiences.
### Recent Posts
### Topics
- [NetSuite (49)](https://go.contivio.com/blog/tag/netsuite)
- [Contact Center Features (48)](https://go.contivio.com/blog/tag/contact-center-features)
- [Company News (43)](https://go.contivio.com/blog/tag/company-news)
- [Omnichannel (20)](https://go.contivio.com/blog/tag/omnichannel)
- [Contivio Customers (19)](https://go.contivio.com/blog/tag/contivio-customers)
- [Demos & Videos (14)](https://go.contivio.com/blog/tag/demos-videos)
- [Sales & Outbound (14)](https://go.contivio.com/blog/tag/sales-outbound)
- [Contact Center Best Practices (12)](https://go.contivio.com/blog/tag/contact-center-best-practices)
- [Microsoft (8)](https://go.contivio.com/blog/tag/microsoft)
- [Live Chat (5)](https://go.contivio.com/blog/tag/live-chat)
- [AI (4)](https://go.contivio.com/blog/tag/ai)
- [Partnerships (4)](https://go.contivio.com/blog/tag/partnerships)
- [SugarCRM (3)](https://go.contivio.com/blog/tag/sugarcrm)
- [CRM Automation (2)](https://go.contivio.com/blog/tag/crm-automation)
- [Customer Intelligence (2)](https://go.contivio.com/blog/tag/customer-intelligence)
- [MCP (2)](https://go.contivio.com/blog/tag/mcp)
- [Oracle (2)](https://go.contivio.com/blog/tag/oracle)
- [SMS (2)](https://go.contivio.com/blog/tag/sms)
- [Contivio (1)](https://go.contivio.com/blog/tag/contivio)
- [Contivio Culture (1)](https://go.contivio.com/blog/tag/contivio-culture)
- [Industry News (1)](https://go.contivio.com/blog/tag/industry-news)
- [Salesforce (1)](https://go.contivio.com/blog/tag/salesforce)
- [Uncategorized (1)](https://go.contivio.com/blog/tag/uncategorized)
- [claude (1)](https://go.contivio.com/blog/tag/claude)
See all
###### Get Started
## Transform Your CRM Into a Contact Center
Want to extend your CRM‘s core functionality so that you‘re able to give your customers the very best in personalized service?
[Contact Sales](https://www.contivio.com/contact-sales/)
[](https://www.contivio.com/)
###### Product & Solutions
- [Overview](https://www.contivio.com/product/)
- [All Features](https://www.contivio.com/all-features/)
- [CRM Integration](https://www.contivio.com/integration/)
- [Solutions for Teams](https://www.contivio.com/phone-systems/)
- [Omnichannel](https://www.contivio.com/omnichannel/)
###### Resources
- [Pricing](https://www.contivio.com/pricing/)
- [Blog and News](https://go.contivio.com/blog/)
###### Support
- [Email Support](mailto:Support@Contivio.com)
- [Help Center](https://go.contivio.com/support)
- [USA: (800) 282-8105](tel:+18002828105)
- [AUS: +61 2 9931-2020](tel:+612022099312020)
###### Terms of Service
- [End User Services Agreement](https://www.contivio.com/end-user-services-agreement/)
- [Terms and Conditions](https://www.contivio.com/professional-services-standard-terms-and-conditions/)
- [Anti-Spam Policy](https://www.contivio.com/anti-spam-policy/)
- [Cancellation Policy](https://www.contivio.com/cancellation-policy/)
- [Privacy Policy](https://www.contivio.com/privacy-policy/)
- [Copyright Notice](https://www.contivio.com/copyright/)
© 2022 Contivio.com
```json
{
"@context" : "https://schema.org",
"@type" : "FAQPage",
"mainEntity" : [ {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "NetSuite Case Management is the part of NetSuite CRM used to create, assign, track, escalate and resolve customer-support issues. Each issue is stored as a case record linked to a customer and contact, with fields for status, priority, type, origin and the assigned support representative, plus the communication history for that issue."
},
"name" : "What is NetSuite Case Management?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "It works like one. A NetSuite support case serves the same purpose as a help-desk ticket: it gives each issue a number, an owner, a status and a history. The difference is that the case sits in the same system as the customer's orders, invoices, items and transactions, so support staff can see the commercial context of an issue without switching applications."
},
"name" : "Is NetSuite Case Management a ticketing system?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Native options include email case capture, online case forms, submissions from the Customer Center and manual entry by employees. Cases can also be created by configured integrations, such as SuiteScript, web services or a connected contact-center application. Which methods are available depends on how the account is set up."
},
"name" : "How are support cases created in NetSuite?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Yes, when configured. NetSuite does not provide telephony itself, so a call reaches a case through manual entry or an integration. With Contivio, the employee can create a case from the matched customer record during the call, or a configured workflow can create the case based on IVR selections or other approved criteria."
},
"name" : "Can an incoming phone call create a NetSuite case?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "It can, with an integration such as Contivio. A configured workflow can look up an open case using the caller's phone number and customer record, or using a case number the customer enters in the IVR. The matching case then opens for the employee who takes the call. If more than one record matches, the workflow can present a search or let the employee choose."
},
"name" : "Can NetSuite open an existing case when a customer calls?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Yes, when configured. Contivio can use approved NetSuite fields such as case owner, case status, customer status, territory, language or VIP level to decide where a call goes. For example, a caller with an open case can be routed to the assigned employee first and then to the support queue if that person is unavailable."
},
"name" : "Can calls be routed using NetSuite case data?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "They can. Depending on the deployment, completed call activity can include a recording link, a transcript and an AI-generated summary associated with the customer, contact or case. Access to recordings and transcripts follows the NetSuite roles and permissions set during implementation."
},
"name" : "Can call recordings and transcripts be connected to a NetSuite case?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Yes. Contivio can associate SMS and live-chat conversations with the appropriate NetSuite customer, contact or case record when the workflow is configured to do so. Written conversations then sit in the same history as calls and email."
},
"name" : "Can SMS and live chat be associated with a NetSuite case?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Yes. Natively, customers with Customer Center access can view their cases and search the knowledge base. With Contivio, an IVR or AI agent can be configured to collect a case number or other approved identifier, read back a configured case status and transfer the customer to a person when needed."
},
"name" : "Can customers check case status without speaking to an employee?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "It can, within an approved workflow. A Contivio AI agent can be configured to collect information, answer approved questions and create or update configured NetSuite records, including cases, subject to the permissions of the connected role. When a request falls outside the workflow, the agent transfers the customer to an employee with the conversation context."
},
"name" : "Can an AI agent create or update a NetSuite case?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Contivio is a native NetSuite SuiteApp that acts as the customer interaction layer for NetSuite. It handles voice, SMS, live chat and configured AI agents, matches each interaction to NetSuite customers, contacts and cases, screen-pops the relevant record, routes using NetSuite data and associates configured activity details with the record. NetSuite remains the system of record for the case."
},
"name" : "How does Contivio integrate with NetSuite Case Management?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Yes. Contivio is a native NetSuite SuiteApp listed on the NetSuite SuiteApp Marketplace. It is Built for NetSuite and Contivio is an Oracle-listed NetSuite CTI partner. Contivio has supported NetSuite customers since 2012."
},
"name" : "Is Contivio a native NetSuite SuiteApp?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "No. Case records, assignment rules, escalation rules and the knowledge base stay in NetSuite. Contivio adds the communication channels and contact-center tools that NetSuite does not provide natively and connects those interactions to NetSuite case records."
},
"name" : "Does Contivio replace NetSuite Case Management?"
}, {
"@type" : "Question",
"acceptedAnswer" : {
"@type" : "Answer",
"text" : "Test customer and contact matching, duplicate and unknown-caller handling, which record screen-pops, case creation for new issues, case lookup for existing issues, transferred interactions, activity write-back to standard and custom records, recording and transcript access by role, routing rules and failure handling. After launch, measure missing logs, matching accuracy and resolution time."
},
"name" : "What should we test before launching a NetSuite-integrated contact center?"
} ]
}
```