Citricle Live Support NetSuite Integration upgraded
To help integrate Citricle Live Support better with NetSuite, we added a couple of very interesting features:
- Attempt to match the existing entities: with this option enabled, the system will lookup for Netsuite Contacts and Customers and try to match them, so that the generated support case will be under an existing customer, if it matches the right information.
- Match entities by Name, Email or Phone: this will be the criteria that the system will use to match the entity. For instance if this option is set to “Email” and the visitor enters an email address that’s already corresponding to an existing NetSuite entity, it will use that entity.
- Match priority, Customers First or Contacts First: In case the system matches two different types of entities (customers and contacts), this option will give priority to the one you select. So for instance if you got a Customer where the email address is david@example.com, and under it you got a contact for David with the same email, if you choose “Contacts First” the case will be created under the contact, not under the customer record.
- Case Status ID: this option will choose the default status for the newly created support cases. Although you can customize them, the default status ID’s are:
- Not Started
- In Progress
- Escalated
- Re-Opened
- Closed
- On Hold
Here is a screenshot of the Setup Panel under the Citricle Customer Center:
