If you are new to NetSuite ERP or their ecommerce platform SuiteCommerce Advanced, you may eventually run into areas that require additional assistance. Troubleshooting is required in any software solution, and NetSuite is no different. By having the right resources available, you can be ready to tackle any issue you face.
Resources for troubleshooting NetSuite issues There are a handful of common resources you should be aware of when beginning work in NetSuite ERP or SuiteCommerce Advanced.
1. SuiteAnswers
This is the first place you can go to search for official articles or help topics related to your issue. It is a combination of a handful of articles and all the NetSuite help documentation. This can be a little difficult to find all your solutions, so you will need to rely on other resources.
2. Developers.SuiteCommerce
If you are using SuiteCommerce, this help section is not just for developers. It can be used for both developers and SuiteCommerce Advanced administrators. It only gives SuiteCommerce related articles and help documentation in a cleaner format. As of 2020, it is no longer being updated, but for the next couple years, it might be a good resource that filters out all the non SuiteCommerce related pieces. Plus, it is more organized with parent topics.
3. NetSuite Blogs By Partners
Many partners like Anchor Group NetSuite Consultants have their own blog that might have posted solutions to issues they have encountered. Worse case scenario, you can hire a partner as a better, more responsive, NetSuite support option to resolve your issue for you. NetSuite ACS is an option, but most people find they aren’t as useful as partners due to their escalation process.
4. NetSuite Support Tickets
You may want to submit support tickets for very difficult problems. It’s one way to get help, but it will take the longest to find a solution. They also have an escalation process and depending on the issue, it might take weeks to resolve. If it is a vital issue, contact a NetSuite partner, consultant, or developer.
5. NetSuite Consultants, Developers, And Partners
The most common method of support for NetSuite users is to have a professionals in their field outside of the Oracle NetSuite company helping to support their instance. There are a variety of consultants, developers, and partners that will make your life 100% easier by having them on standby or as a managed services support.
Finding A Human For Direct Support
There are a couple different types of people you will likely face when trying to get an answer to a question. These two main roles or NetSuite functional consultants and NetSuite developers. Each person plays an important role through out any troubleshooting process. A functional consultant will know the key configurations, understand documentation toughly, likely be certified as an administrator or ERP consultant, and have a high level understanding of NetSuite development. As you dive into any issue, it may be a result of a customization a NetSuite developer built at one point. This could be scripting that needs updated or a new customization that fails to interact with an old customization. If you decide to find a NetSuite partner to be your primary support options for questions and service work, these will be the two types of people you will likely be working with on a daily basic.
If you have a need for SuiteCommerce, you will need someone specialized in SuiteCommerce Advanced development. A good NetSuite developer that has no experience in SuiteCommerce will know that it requires an additional expertise. If you need SuiteCommerce support, make sure to hire a SuiteCommerce specialized partner.
Reassurance That SuiteCommerce Is Right For You
If you have run into a lot of issues with your specific instance, this type of partner can help reassure you why SuiteCommerce is better than other options like Shopify Plus. NetSuite ERP is commonly used for all types of organizations in all verticals including health.
Many companies like this Discounts Domains, use NetSuite ERP, and grow into SuiteCommerce as their ecommerce.
Finding Other Apps And Solutions To Resolve Issues
There are some new initiatives by SuiteMarkets which is a 3rd party app platform that allows you to purchase SuiteCommerce and NetSuite ERP apps/features. It’s a great way to find existing solutions for NetSuite ERP or SuiteCommerce. It’s something to keep in mind as the platform continues to grow and more features get listed. Since it is free to list solutions, there are more smaller applications being listed such as order tracking, blogs, custom themes, customer center add-ons, in addition to software companies.
There is also NetSuite’s app platform which is primarily used to inform NetSuite customers of software that integrates into the platform. Shopify has something similar including applications that help them integrate into the NetSuite platform. More and more customers are utilizing NetSuite as an ecommerce platform in additional to its reporting, warehouse management, HR, and other ERP features. This expands beyond your traditional ecommerce website and includes integrations to popular ecommerce solutions including Amazon, eBay, and Overstock.
This post was written by Caleb Schmitz, a NetSuite developer and SuiteCommerce Specialist at Anchor Group. Anchor Group is a NetSuite implementation partner that focuses specifically on NetSuite training and NetSuite’s SuiteCommerce. Caleb started his ERP career in SAP and transitioned into Oracle NetSuite solutions after a couple years. He received his bachelors in Mechanical engineering, worked as a production supervisor, finished his MBA in management, implemented SAP to 3 business branches, and finally moved into NetSuite development.