In this lesson we cover how NetSuite can be setup to handle your businesses internal and external support needs, including through the use of support tickets and tracking, and the use of a full knowledge base with support topics, categories and solutions. We cover creating support cases, assigning them to companies and contacts, setting items and/or lot numbers, selecting case types, and setting other case data. We cover communicating with the customer directly through NetSuite, using canned solutions or custom solutions, and cover escalating a case should that be required. We talk about case SLA’s and tracking time against a case. Finally, we cover creating new topics and solutions in our knowledge base as well, and publishing those solutions, as well as gate check methods that prevent content from being published before it is reviewed.