About NetSuite Customer 360 and SuiteSuccess
As part of the NetSuite SuiteSuccess methodology, specific preconfigured SuiteSuccess bundles are installed into your account that save a tremendous amount of time during your implementation. They also provide actionable insights from day one, accelerating time to value for your NetSuite investment. Included in the bundles are preconfigured dashboards, views, KPIs, and more. One of these bundles is NetSuite Customer 360 views (it is worth noting that NetSuite also has Vendor, Item, Cash and Project 360 views).
NetSuite Customer 360 is a comprehensive customer relationship management (CRM) solution. With Customer 360, you can manage your customers information, such as their contact details, purchase history, interactions, and preferences, across different touchpoints and channels, including e-commerce, social media, and customer service.
How to Use NetSuite Customer 360 Subtabs and Sublists
In NetSuite Customer 360, sublists are a type of record view that displays related data for a specific record. For example, if you are viewing a customer record, the sublists will display related information such as their transactions, cases, and activities.
To view customer subtabs, login as the administrator role and navigate to Customization > Forms > Subtabs, then click the Entity subtab. Here you will see the custom entity subtabs in your NetSuite instance.
To view the customer sublists navigate to Customization > Forms > Sublists, then click the Entity subtab.
As you can see in the example above, there are eight saved searches associated with this customer’s Customer 360 view.
By using sublists, you can quickly access and view all the relevant information related to a specific record in one place. However, one limitation of these sublist views is that they only look at the current customer record you are viewing. But what if you wanted to see sub-customers, as well as the parent customer, in one view?
Why Should I Update my NetSuite Customer 360 View to Include Subcustomers with Parent Customers?
There are several reasons why you may want to see subcustomers and parent customers in the same view in NetSuite Customer 360:
- Better visibility: By having both parent customers and subcustomers in the same view, you can get a better understanding of the entire customer relationship. You can quickly see which subcustomers are associated with each parent customer and how they are related.
- Improved customer service: If you have a customer with multiple subcustomers, you can provide better customer service by seeing all the relevant information in one place. This can help you to identify issues, track orders, and respond to inquiries more efficiently.
- More efficient reporting: When you have all the customer data in one place, it becomes easier to generate reports and analyze customer behavior. You can quickly see which parent customers have the most subcustomers and identify trends in customer behavior.
How to Modify NetSuite Customer 360 to Include Subcustomer View
If we want to update our saved searches to include sub-customers, it is a fairly simple matter of adding a filter and a summary field. Using a NetSuite Food & Beverage SKU demo account, we will start with the CPI – Customer Scorecard.
Step One: Modify Saved Search
In the global search, enter CPI – Customer Scorecard, then click Edit
Then find the Saved Search and click Edit
Click on Available Filters tab
Select Customer/Project… then select “Sub of” and click Add
Click on the Results sub-tab.
On the Name field, select Group as the summary type,
Click to Save the Search
Step Two: Update the Custom Sublist
Navigate to Customization > Forms > Sublists, then click the Entity subtab
Dropdown the search for CPI – Customer Scorecard and select the new search (CPI – Customer Scorecard (Customer Record) with Subs)
Click OK and Save
Now, when you view the customer record, you will see both the subcustomer and the parent customer in the same view.
Repeat the above steps for each of the other searches in the subtabs list.
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