Support Assistant
Customer cases, responses and support knowledge.
Triages the case queue, flags response risks and drafts replies, internal notes and knowledge articles from case records and customer history.
How the Support Assistant works
- Reads
- Case records, customer history and the references in its skills.
- Changes
- Creates and changes supported cases, tasks and call records, and sends NetSuite email through the Erstan NetSuite Add-on. Reviewing a queue never assigns, closes, reopens or escalates cases.
- Approval
- Creating or changing a record needs approval, and an email waits for you to approve the exact message.
Starts from
Chat
Support AssistantAssistant
Skills
Support OperationsReceivables & CollectionsDashboard App ArtifactNetSuite Reference Search+3
Uses Case records, SuiteQL, Erstan Add-on
NetSuiteCustomersReads
CasesReads and writesafter approval
Tasks and callsWritesafter approval
NetSuite emailWritesafter approval
Makes
Case triage
Draft reply
Knowledge article
Starts from
Assistant
Makes
Chat
Triage customer casesDraft a customer responseCreate a knowledge article
NetSuiteCustomers
Cases
Tasks and calls
NetSuite email
Support AssistantAssistant
Skills
Support OperationsReceivables & CollectionsDashboard App ArtifactNetSuite Reference Search+3
KnowledgeNetSuite product updatesCase records
SuiteQL
Erstan Add-on
Case triage
Draft reply
Knowledge article
What it works with
The tools the Support Assistant pulls data from.
Connectors2,000+
Connectors
- NetSuite
- Erstan NetSuite Add-on
Excel
Google Sheets
Outlook
Gmail
SharePoint
OneDrive
Google Drive
Jira
HubSpot
Salesforce
- NetSuite
- Erstan NetSuite Add-on
- Excel
- Google Sheets
- Outlook
- Gmail
- SharePoint
- OneDrive
- Google Drive
- Jira
- HubSpot
- Salesforce
See the Support Assistant run
Asked to triage customer cases, it reads the new cases, ranks them by urgency and drafts first replies for review.
Things to ask it
- Triage customer cases
- Draft a customer response
- Create a knowledge article
Other assistants
- Finance AssistantReporting, cash flow and close, in one conversation.
- AP AssistantSupplier invoices, vendor bills and payment preparation.
- AR AssistantCustomer invoices, collections and cash application.
- NetSuite Solution AssistantRequirements, process design and NetSuite configuration.
- Technical AssistantSuiteScript, SuiteQL and integration help.
- Inventory AssistantStock, replenishment and inventory exceptions.
- Sales AssistantLeads, opportunities, quotes and sales orders.
- Build your ownDesign an assistant on a canvas, wire the steps together, or describe it to the AI builder assistant.