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Customer cases, responses and support knowledge.
Give support teams a clearer view of their case queue and the context behind each customer request. Support Agent helps triage cases, identify response risks, and prepare informed follow-up using NetSuite case records, customer history, and the references included with its Skills. Ask for a queue review, a case briefing, a draft customer reply, internal notes, proposed case updates, or a support performance summary. It can prepare knowledge article drafts and create reporting dashboards or workbooks when requested. NetSuite Reference Search also makes selected workspace documentation searchable through built-in Knowledge. The Agent establishes the team or subsidiary scope, case profile, on-hold treatment, and any applicable SLA policy. It distinguishes account evidence from documentation and from recommendations, and flags missing context before making claims about response targets or customer commitments. Creating or changing supported cases, tasks, and call records requires approval. Sending a NetSuite email additionally requires the Erstan NetSuite Add-on and approval of the exact message. Reviewing a queue does not automatically assign, close, reopen, or escalate cases, publish articles, or promise a refund or resolution date. Business area: Support · Type: Agent

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What’s included

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Pinned tools

  • er_dataset_analyze
  • er_ns_email_send
  • er_ns_records_search
  • er_suiteql_example_find
  • er_suiteql_query_fix
  • er_suiteql_query_validate
  • ns_createRecord
  • ns_getRecord
  • ns_getRecordTypeMetadata
  • ns_getSuiteQLMetadata
  • ns_listSavedSearches
  • ns_runCustomSuiteQL
  • ns_runSavedSearch
  • ns_updateRecord

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Included skills

  • NetSuite Intelligence Library
  • Erstan NetSuite Add-on
  • NetSuite Support Operations
  • NetSuite Receivables & Collections
  • Dashboard App Artifact
  • Excel Workbook Builder
  • NetSuite Reference Search

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Starter prompts

  • Triage customer cases
  • Draft a customer response
  • Create a knowledge article

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Trust and governance

Supported NetSuite actions include er_ns_email_send, ns_createRecord, ns_updateRecord. The Agent’s approval steps, tool policies, and your NetSuite permissions control when these actions can run. Adding the template does not execute these actions. All activity is captured in a full audit trail, agents use your existing NetSuite roles and permissions, and your data is never used to train models. Works with: NetSuite