The importance of 360 visibility in NetSuite
CloudExtend Outlook for NetSuite is a powerful tool that enables your organization to have 360-degree visibility into important communications in the right place at the time.
Your co-workers don't have access to your inbox, however, with CloudExtend, you can give them access to the communications, files, and events you feel are most important. NetSuite then becomes the single source of information (and truth) and your entire organization benefits.
👉🏼 Read our eBook here which goes into depth on the importance of this visibility.
✅ Create an Internal Process
Create an internal process that is easy for users to follow and ensure they stick with it. Document this process and include it with their onboarding and reinforce it through subsequent trainings. It's easy for users to fall out of practice and miss getting important information into NetSuite. It's your responsibility to ensure this does not happen by monitoring and enforcing usage.
✅ Determine which records to attach to
CloudExtend users can attach emails to transaction records as well as entity records. If your organization has a long sales cycle and works off NetSuite Opportunities you may want to attach emails (and events) to Opportunity records. If you're working on shorter sales cycles you may want to attach emails at the Contact level.
🚨 HOT TIP: We typically advise against attaching emails at the Customer/Company level. Emails attached to a child record by CloudExtend will automatically roll up to their parent level (learn more about email rollup here). Best practice - save to the child and it will roll up to the parent for you automatically.
For example, emails attached to contacts or opportunities will automatically roll up the parent customer record. This gives you the best of both worlds. You can see the email activity where it is most relatable yet you can also see it in one holistic view at the parent level.
✅ Avoid email clutter at all costs
Just because it's easy to attach an email to NetSuite does not mean every email belongs there. If we had to make one recommendation to our users it would be don't stuff NetSuite with emails that are not useful. If you or your colleagues will not benefit from seeing an email in NetSuite leave it out. This makes it much easier for others to see the important emails when they visit NetSuite.
✅ Measure accountability and drive adoption
Spend a few minutes per week to monitor usage right down to the individual user. Leverage the power of NetSuite to see emails and events by sender/recipient, entity, and more. If it isn't in NetSuite, it didn't happen.
NetSuite saved searches can be used to determine the number of emails attached to NetSuite. We have created this article to help you build your own dashboard to track usage over time. It's important
✅ Find and view emails in NetSuite with ease
There are various ways to view these important emails in NetSuite. One way to get a holistic view of all activities and emails at the Customer, Lead, or Prospect level is by using the Dashboard View and adding a Timeline to the dashboard.
All communication will always be saved under the messages tab. You can customize the default view (or create a new one) and add Message in the results so that you see some of the message content from the messages tab, versus having to click each email and open it up to see the content.
Lastly, you can use the View History button under the messages tab to see a running history of all communication on that record.
✅ When you should use Autopilot to save emails to NetSuite (Enterprise users only)
Autopilot enables users to attach an email to one or more NetSuite records and then auto-sync every single back/forth reply attached to those same records, even when they are away from their computer. You should use Autopilot when you know that every email in that thread is going to be important for others in your organization to see in NetSuite.
✅ Using OneDrive/Sharepoint (Enterprise users only)
Attaching OneDrive and/or Sharepoint files and folders to NetSuite records is beneficial because those associations do not consume any NetSuite storage space and it keeps everything in NetSuite, your source of truth and information.
We recommend using folders when possible because once you link a folder to a record or records in NetSuite, and files and folders are added via OneDrive or Sharepoint, they will roll back to whatever records they are linked to in NetSuite.
🚨 HOT TIP: Learn how you can Bulk upload your OneDrive for Business files and folders to NetSuite.
✅ Let your users know where to get help when they need it
CloudExtend offers a number of ways to get help:
Keep a copy of your first end-user training call and distribute that to new employees
Visit support.cloudextend.io and search for your answer
Use the chat at the bottom right of the help center or also from in your application
Reach out to your Customer Success Manager
Check status.cloudextend.io for any known issues