4 Easy Ways to Get NetSuite Help

As with all software systems, there comes a time when you will run into a challenge and will likely require some assistance. NetSuite’s cloud-based platform is no different. When looking for help, you will find that NetSuite’s help resources are quite good, even relative to other traditional ERP/CRM systems. No matter what your NetSuite situation is, here are four ways to get good NetSuite help:

1. The Help Document – Go to the upper right corner and click on the Help link to get context-sensitive information about the page you are on. The Help document has a load of information on what NetSuite is and how it can be used.  It’s fairly intuitive and well written.  All NetSuite default fields have clearly marked labels as hyperlinks which pop up a small hint window providing quick help.  For those who make the investment to read and learn, NetSuite’s Help document pays dividends.
2. NetSuite Usergroups – For the registered NetSuite user, there is a community forum.  Simply go to http://usergroup.netsuite.com and register. From there you will enter a private forum that is host to NetSuite members of all experience levels, as well as those who are part of NetSuite’s developer community (such as SuiteApp users).  This is a great way to engage in good, thoughtful discussions about the NetSuite platform. Even Evan Goldberg, NetSuite’s CTO and co-founder, will engage in discussions — rare in a forum of this scope.  The ability to discuss topics with experts make the Usergroups a great resource to understand what’s going on, who’s who in the community, and obtain expert advice on all things NetSuite.
3. NetSuite Support – This is NetSuite’s support service, and is available either via phone or email. The system works similar to other SaaS support models – you open a request ticket for help, and that support ticket is assigned a number.  From there, you will receive either detailed feedback or a phone call to address the issue. Often, they will request a desktop share using Webex technology to observe the issue on your computer and then assess ways to solve the problem.  NetSuite uses its own case management tools to track issue resolution and the lifecycle of cases, as well as offering a mechanism to provide feedback for the support service you received. NetSuite support is the fastest way to address issues of importance.
4. The NetSuite Partner Community – A great way to ensure that you are using NetSuite to its full capacity, is to have a relationship with NetSuite experts who do this for a living.  The partner community offers you access to experts that know the way NetSuite works, and know its strengths and weaknesses. The partner community can offer guidance to avoid pitfalls to help you operate NetSuite more effectively.  A partner can also help streamline your NetSuite processes, enhance the platform, and advise on best practices. One type of partner, the NetSuite Systems Integrator, specializes in implementations, enhancements, and connections to other systems.  They do not sell NetSuite; only services.  Finally, NetSuite partners use their expert implementation background as well as all the tools mentioned above to support their clients.

For more information on ways to get help, visit NetSuite.com or contact Marty Zigman.

Copyright © Marty Zigman 2012

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Marty Zigman

Holding all three official certifications, Marty is regarded as the top NetSuite expert and leads a team of senior professionals at Prolecto Resources, Inc. He is a former Deloitte & Touche CPA and has held CTO roles. For over 30 years, Marty has produced leadership in ERP, CRM and eCommerce business systems. Contact Marty to set up a conversation.

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