NetSuite Customer Center Roles

If you would like to give your customers access to your NetSuite instance for better account management or even raising orders and returns, then you will need to assign them a Customer Center role. The Customer Center allows your customers to access your NetSuite system through a limited access view at an account specific URL.

Enable Customer Access in NetSuite

Before customizing the customer’s role, you first need to enable the Customer Access feature –

  1. Navigate to Setup > Company > Enable Features
  2. View the Web Presence tab and Access section
  3. Mark the checkbox for Customer Access
  4. Click Save

Customizing the Customer Center Role

Your system will already contain a default role called Customer Centre. From the Manage Roles page select Customize next to this role. Give the record a new name and click Save. This will not override the predefined role but will save a new template for you to work with.

The Customer Center roles are not the most flexible feature of NetSuite unfortunately. The changes that can be made to them and the way the viewers see the content within come under the following categories.

  • Permissions
  • Lists
  • Forms

Customer Center Permissions

Most of the experience this role offers is configured through the permissions. As you will learn, much of the dashboard view and even form setup is fixed, leaving only the permissions to dictate what information can and can’t be seen.

When editing a custom Customer Center role you will notice that it is not possible to add or remove permissions. The lists under the permissions subtabs are preset and you can only choose what level to set each at. The permissions you assign here will dictate what links are added to the customers dashboard.

The main feature of a Customer Center dashboard is the Home Links portlet. This is not customizable itself, but home links will be generated for record types and actions for which the user has access to.

The Home Links portlet in the NetSuite customer centre role

Regardless of which permissions are granted, a customer will only be able to view transactions posted on their account. If using a OneWorld environment, you do, however, need to remember Subsidiary permissions. If the customer record is dealing with more than one Subsidiary, they will need a multi-subsidiary role.

Customer Center List Views

An easy customization to make to the Customer Center is to the List views. When a customer wants to view a list of their Transactions, for example, (the permissions required here are Find Transaction and then the relevant transaction records themselves) they will be presented with a saved search view. This can be customized and set on the role record. Edit the custom role and navigate to the Searches subtab. Select Transaction under the Type column and then select a custom search under List View. For a search to be selected here it must be Public and have Available As List View selected.

You can follow the above steps to customize the list of cases also, if that is a permission you have granted your customers. Select Case under the Type column of the Searches subtab and then choose your custom search under List View.

Transaction and Record Forms.

The Customer Center does not use the same Entry and Transaction Forms as your internal use roles. The Forms being used by the Customer Center roles are indicated by an External suffix on the Type as per the below.

How to customize the transaction forms for the Customer Centre role in NetSuite

Some of these forms can be customized but using the basic Customer Center functionality there are limitations. Workflows and scripts can also be applied to records, however, to give more customization options.

If you are unhappy with the presentation of Transaction forms such as Invoice and Credit Memo, one solution to consider is to only give access to the PDF templates. To achieve this, you need to add the Print column to your List view and then apply a workflow to the transaction that gives an error when trying to access it. If the customer clicks a transaction to view it, they will receive an error message, but if they click the Print link from the List view they will generate a PDF.

This article covers that role customization options for the standard Customer Access functionality of NetSuite. If you require more advanced functionality you may need to look at Advanced or Premium Customer Center. Premium can be purchased as an add on feature and both are made available through Suite Commerce Advanced purchases. Speak to NetSuite or your implementation partner for pricing around these additional features.

Next you will need to give your customers access to the system using this new role. Learn how to give them access here.

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