Additional contacts can always be added as they are learned while in any form. Click the New Contact button and enter
the appropriate information. Contacts added at advanced stages will not translate to prior. Example, adding a contact in
a Quote will not translate to the Lead/Prospect/Customer form. Should you want the Contact information to tie to the
customer, enter it in the Customer form instead.
The Messages section is where email communication inside of NetSuite is stored. The email trail
will primarily begin once you send the DocuSign to the client client. Direct emails to your clients
should take place in Outlook, not NetSuite. Sending emails via NetSuite risks customers
assuming they are Spam, as they appear so when received.
Above is an example of email communication stored in the Messages tab. It is imperative to
ensure the proper contact is being sent the email.
Reminder: If a different contact is purchasing the order, the Payment Contact must be filled in on
While in a Lead/Prospect/Customer, click the Communication subtab. All Outreach records are entered while in the
Lead/Prospect/Customer and not entered in the Communication subtab of transaction forms, such as Opportunities,
Quotes and Sales Orders.
When entering Outreach, complete all the
appropriate fields that memorialize the visit, call,
lunch-n-learn, etc. The more information
provided, the better.
Attendees in an Outreach
When entering an Outreach in advance of
the event, use the Attendees Tab to include
guests, be them the client or your manager.
The calendar invite will default to the
Primary Contact, the originator of the invite,
and allows for the addition of other
recipients who have contact information
stored in NetSuite.
If you want to notify attendees
via email, check the box
highlighted in blue.
Related Records in an Outreach
Under Related Records in the Outreach section,
use the Transaction dropdown to link the
Note: This can be completed upon returning
from an outreach or once additional information
becomes available. The feature is a helpful tool
to determine the success of visits with firms and
if they lead to business.
Tasks are the internal dialogue of all actions needed to be taken that culminate in a successful delivery and
post-delivery follow up. Tasks stand as the ongoing record of communication between sales and service.
Tasks can also be used for individual reminders that can be set to private for your review.
To start a Task, click New Task.
Title- Sales persons initials, Sales Order Number, & Purpose of Task.
Assigned To- will automatically default to the originators name. To change
the Assigned To, start typing in the internal contact and select when their
Copied To – will copy an additional employee to receive the Task.
This employee will not have the task assigned to them so beyond an
email, there is no further visibility.
Notify Assignee(s) by Email check box – is used to ensure the Assigned To
recipient receives the task on their Dashboard AND via email.
Priority- leave at Medium unless the circumstances warrant a High or Low
Due Date- This is the date that you want the Task accomplished. If the date
is not changed, the person your tasking will not see it and it will be missed.
The Due Date should never be sooner than the next operating business
weekday. Do not use the weekend as a date.
Message- See example on the left for details.
Status - should be left at Not Started. Once the recipient
initiates the request in the task, the status will be changed to In Progress.
Save- Once all the information is complete, click Save.
Tasks continue as a running dialogue until the order is delivered and it is
confirmed that the client is pleased.
Communication: Follow Up
SUBJECT- begins with the salespersons initials and references the
purpose for follow up. Should the Follow Up being entered related
to a Transaction (Opportunity, Quote or Sales Order), enter the
Transaction number as part of the Subject. A clear and
descriptive Subject will make it easier for the user to recall the
need for Follow Up when it appears on the Users Dashboard
DATE -should reflect the date any follow-up has occurred.
RESERVE TIME - only needs to be clicked if you are setting a follow
up for a future date, which is an excellent use of the system as a
reminder to continually follow up until the sale is made or the
client shares that it won't be placed. This will block time out of your
REMINDER TYPE - For Reminder Type to be available to select,
Reserve Time must be clicked. Reminder Type can be set to
Browser and will be visible in NetSuite via the Calendar on the
Dashboard (Once Cloud Extend is set up for users, it will also appear
on Outlook calendars and via email).
Message - should start with the date and all details added below it.
Always add your initials at the end as a footprint of work.
Continue to create follow-up Communications until the order is
Communication: Follow Up
To add Follow Up to your Dashboard,
click Personalize on the upper right of
the Dashboard. Select Phone Calls.
Once added to the portlets, Phone Calls
will read as Follow Up and will list
all the open Follow Ups.
Files is where all signed Sales Orders are stored when sent via DocuSign. On the rare occurrence that you
receive a signed Sales Order outside of DocuSign and NetSuite, the order must be uploaded here for proof of signature.
Due to limited storage space in NetSuite, no other files should be uploaded here.
Communication: User Notes
User Notes are used for important information that might not need immediate follow-up or
action taken, but is information necessary for reference later.