Overview: Case management deals with the issues/concerns raised by the customers on any specific item or services provided by the respective company. Customers can raise the cases from Online Case Form, Case Capture and Customer Centers or Netsuite support reps can enter the cases in NetSuite on behalf of the customer. Cases created in NetSuite will be assigned to the support reps based on the case rules setup. Communication for each support case can be tracked under the respective case record.