Note: This article is directed at NetSuite consultants and NetSuite Partners, and is therefore a bit technical. If you are representing a company using NetSuite and are not an experienced NetSuite professional, be sure to communicate with any NetSuite consultant or partner that you are working with about following the steps in this article to update the template.
What is the Customer Center Access Email?
At go live for a SuiteCommerce website, a client needs to invite their customers to get access to their customer account so that all purchases and profile updates are tracked against the individual’s customer record. This is done 1 of 2 ways:
- The client sends their customers the customer center access email notification to create a new password so they can access their account (most common and covered below)
- The client sets up passwords manually for all their customers and emails it to them
Why Customize the Standard Access Email Template in NetSuite?
Updating the email template ensures that the email matches the client's branding and that it doesn’t get sent to their customer’s spam. Having a coherent message at go-live is critical to successfully getting customers to create and access their accounts for your new site.
To make the changes, you first create a custom email template, and then you set the new custom email template as the preferred customer center access template for each subsidiary for the client.
I've written the steps below and attached the instructions in an email template that can be used to send to our clients explaining the importance of this task. You and the client should know how this works, as nearly every SuiteCommerce client will need to update this.
Information and Instructions for you, the Consultant
Standard Customer Center Access Email Template Crash Course:
This email template is what new customers receive when you select “Send Notification Email” on the customer record and save. This is the typical way for customers to initially get access and create a password for their account at go live.
- Navigate to this checkbox by clicking Edit on a customer record
- Go to the System Information Tab, then the Access Subtab. (Sometimes Clients move this subtab, so don’t be alarmed if the subtab isn’t in its native location.)
- Select the Give Access and Send Notification Email checkboxes, and Save the Customer Record.
Note: The access notification email will only be sent if the Give Access checkbox was not previously selected. To resend the email, unselect Give Access and Save the customer record. Then re-select Give Access and Send Notification Email, and Save the Customer Record.
Steps to update the email template
The Customer Center Access Email Template, by default, has NetSuite-specific branding on it, so it is typically best to have clients update this template to use their branding and messaging. This helps our client’s customers know that the email is from the client rather than NetSuite. You can send the information below directly to the client to inform them how to make the template updates.
First, customize the previous template.
- Steps to Navigate to the template: Setup > Company > System Email templates > Standard Customer Center Access Email > Customize
- Make changes to the template and save your new email template file
Then, update your subsidiaries to use the new email template as the default customer email.
- Steps to Navigate to your subsidiaries: Setup > Company > Subsidiaries
- Select Edit Subsidiary > Preferences. Then, update the “Customer Center Email Template” field with your newly created template.
- Make the “Customer Center Email Template” field update to all applicable subsidiary records
Note: On rare occasion a customer may not have any subsidiary records setup in their NetSuite account. If the subsidiaries tab does not exist, then go to Setup > Company > Email Preferences. Navigate to the templates Subtab and update the “customer center email template” field to your new email template.
Email containing below client instructions
Update the Standard Customer Center Access Email Template
********************************************************************************* TO: ATTACHMENTS: <image003.png (143215 bytes)>, <image004.png (3979 bytes)> ********************************************************************************* Good afternoon client, An important step to a successful Go Live includes giving your customer’s access to their NetSuite accounts. This is typically done by sending an Access Email to your customers that allows them to set their account password. However, the native email template uses NetSuite specific branding by default, so it is best practice to update this template so that it uses your branding and messaging. This prevents customer confusion and helps them know that the email is from your company. Standard Access Email your customer’s will receive without making any updates to the template: Steps to update the email template: ***************** First, customize the previous template * Steps to Navigate to the template: Setup -> Company -> System Email templates -> Standard Customer Center Access Email -> Customize * Make changes to the template and save your new email template file ***************** Then, update your subsidiaries to use the new email template as the default customer email * Steps to Navigate to your subsidiaries: Setup -> Company -> Subsidiaries * Select Edit Subsidiary -> Preferences -> Then Update the “Customer Center Email Template” Field with your newly created template * Make the “Customer Center Email Template” Field update to all applicable subsidiary records NetSuite Consultant www.anchorgroup.tech
All content below this point can be directly copied/pasted into an email for the client
Good afternoon client,
An important step to a successful Go Live includes giving your customers access to their NetSuite accounts. This is typically done by sending an Access Email to your customers that allows them to set their account password. However, the native email template uses NetSuite-specific branding by default, so it is best practice to update this template so that it uses your branding and messaging. This prevents customer confusion and helps them know that the email is from your company.
Standard Access Email your customers will receive without making any updates to the template:
Steps to update the email template:
First, customize the previous template.
- Steps to Navigate to the template: Setup > Company > System Email templates > Standard Customer Center Access Email > Customize
- Make changes to the template and save your new email template file.
Then, update your subsidiaries to use the new email template as the default customer email.
- Steps to Navigate to your subsidiaries: Setup > Company > Subsidiaries
- Select Edit Subsidiary > Preferences. Then, update the “Customer Center Email Template” field with your newly created template.
- Make the “Customer Center Email Template” field update to all applicable subsidiary records.
Author: Matthew Gochee
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