ANS-1320 · CUSTOMER & CRM RECORDS
How NetSuite Manages Hierarchical Customer Access and Email-to-Case
Understand how NetSuite's Customer Center manages data visibility for parent and child customers and the general principles of email-to-case association.
Short answer
NetSuite's Customer Center allows parent customers to view child customer data based on configured roles and permissions, while child customers see only their own information. Email-to-case functionality generally associates cases based on the email's origin, though specific hierarchical scenarios may require testing due to varying system behavior.
Scenario
Organizations utilizing NetSuite's hierarchical customer structure often need to understand how data visibility is managed within the Customer Center for parent and child accounts. Additionally, there is a need to clarify how NetSuite associates incoming support cases, created via email capture, with the correct customer record, especially in complex hierarchical setups involving various contact and customer record configurations.
Solution
NetSuite manages data visibility and case association for hierarchical customers as follows:
Customer Center Access for Hierarchical Customers
When hierarchical customers access the Customer Center:
- Parent customers can view information from their child customers, subject to the specific roles and permissions configured within NetSuite. Access is granular and controlled by these settings.
- Child customers can only see their own information.
Email-to-Case Association in Hierarchical Setups
When a case is opened through email capture, NetSuite attempts to determine the company to associate with the case. The precise behavior in complex hierarchical scenarios, especially concerning specific contact and record combinations, may vary and is not always explicitly detailed in current documentation. Observed behaviors for email address configurations include:
- Email address set on Parent Record - Child Contact: may use the child record customer
- Email address set on Parent Record - Child Record: may use an anonymous customer
- Email address set on Parent Contact - Child Record: may use the child record
- Email address set on Parent Contact - Child Contact: may use an anonymous customer
- Email address set on Customer Record - Other Customer Record: may use an anonymous customer
- Email address set on Customer Record - Other Customer Child Contact: may use the other customer child
- Email address set on Customer Record - Other Customer Parent Contact: may use the other customer parent contact
- Email address set on Customer contact - Other customer contact: may use an anonymous customer
- Email address set on Customer contact - Other Customer child contact: may use an anonymous customer
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