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Prioritize NetSuite support cases with account context
For support leads who ask their AI assistant which NetSuite cases to work first, with the customer balance behind each.
On this page
Connector
Connect Oracle NetSuite, pick your AI tool and paste the prompt.
The problem
Cases worked in an order that ignores the account
Reading NetSuite support cases on their own hides the context that sets priority, such as an outstanding balance or what the customer was invoiced recently. Without it, the order to work cases is guessed.
Without PopdockAI
- Read the case list on its own
- Open each customer to check their balance
- Look up recent invoices separately
- Guess which case to work first
With PopdockAI
- Cases are read by date, contact email or title words
- Balance and recent invoices are added for up to ten customers
- Unassigned cases and customers with a balance are flagged
- A suggested working order with reasons, nothing changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Review support cases from {date-from} (default 30 days ago), optionally for the contact {email} or titles containing {title-text}.
**Step 1: Cases**
Call `netsuite-get-case` with `start-date.from` and, if given, `email` and `title.contains`. Note `case-number`, `title`, `type`, `item-number` and `assigned-to-employee-id`.
**Step 2: Account context**
For up to 10 distinct emails, call `netsuite-get-customer` with `email` to get `balance`, then `netsuite-get-invoice` with `customer-id` set to the customer's `internal-id` for recent invoices.
**Step 3: Report**
Cases grouped by `type` with counts, oldest first, unassigned cases listed separately, and customers with an outstanding balance flagged. Recommend the order to work them with a one-line reason each.
**Rules & Guidelines:**
* This is a read-only job. Do not call any tool whose name starts with netsuite-add- or netsuite-update-, and never change, create or delete a record.
* Report only what the tools return. Do not estimate or invent figures; if a total is needed, add up the rows you actually retrieved and say so.
* If a read returns the maximum number of rows, say the result may be truncated and suggest narrowing the filters.
* Dates are YYYY-MM-DD. Where an input is blank, use the default stated in the Objective.
**Validation:**
* If a read returns nothing, say so and stop rather than guessing.
* If an input is ambiguous, list the candidates and ask which one is meant.Who it's for
One answer, three teams that use it
Support leads
Set the day's priorities
Get a suggested working order with a one line reason for each case, based on the customer's account.
Review NetSuite support cases from the last 7 days and suggest the order to work them.
Support agents
Know the account before you reply
See whether the customer has a balance or recent invoices before you answer their case.
Show NetSuite cases from jo@contoso.com this month with their balance and recent invoices.
Account managers
Spot unhappy customers who owe money
Customers with open cases and an outstanding balance are flagged, so you can step in early.
Which customers with NetSuite support cases in October also have an outstanding balance?
How it works
What PopdockAI does when you ask
You give a start date, and a contact or title text if you like, and your AI assistant adds account context to NetSuite cases. It suggests an order to work them and only reads.
01
Ask
You give a start date and, optionally, a contact email or title text.
02
Read
It pulls the matching cases from NetSuite.
03
Add context
It looks up each customer balance and recent invoices, for up to ten customers.
04
Report
You get cases by type, unassigned cases and a suggested order with reasons.
What PopdockAI provides
The tools behind the answer
Ready made tools for Oracle NetSuite and one secure connection to your AI tool. No code, no exports.
netsuite-get-case
netsuite-get-customer
netsuite-get-invoice
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Cases worked in an order informed by the account
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