NetSuite Demo

Escalation from NetSuite to a partner

The following diagram shows how your org collaborate with a partner org to resolve a customer case. The top of the diagram (horizontal highway) is Hubcase Exchange, and your NetSuite is connected to Hubcase Exchange via Hubcase for NetSuite, which is a SuiteApp bundle running as part of your NetSuite instance. The Hubcase for NetSuite also provides "B2B via Hubcase" tab in your NetSuite Case form.



Step by Step demonstration...

1. Under "My Demo Org", there is case for customer "Baron Chess & Assoc." already created. "B2B via Hubcase" function is available. Hubcase for NetSuite adds a new "B2B via Hubcase" subtab on your Cases form within NetSuite, allowing support agent or manager to escalate a support case to a partner's system, and vice versa.


2. Click on the B2B subtab, and then "Escalate to (New) partner" on the previous form, an escalation form will be displayed as shown below.


3. Select the "B2B Destination Partner", and populate necessary information as shown below, then "Submit". A B2B escalation will be delivered to the partner, and user will be brought back to the Case screen with B2B interaction history displayed.


4. The partner organization "NS Partner5" received an inbound support case automatically because of the escalation from "My Demo Org". If "NS Partner5" also uses NetSuite, it will have a case created automatically for them like the one shown below. Keep in mind that, the partner could be using a different case management system like Salesforce or Hubcase Free Help Desk, but the flow and principle are the same, and you will be dealing with your own NetSuite system.


5. At this point, "My Demo Org" and "NS Partner5" each have a case of its own in its own system, and the cases are linked by the B2B tab. The two partners can continue the interaction by clicking "Reply to ..." link as needed.


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