The new NetSuite Case Profiles feature allows you to maintain different branding or support identities within a single support organization. Customer support preferences that once were set on the Support Preferences page at Setup > Support > Preferences > Support Preferences (or in NetSuite OneWorld accounts on the Preferences subtab of each subsidiary record) can now be set on individual NetSuite case profiles.
When your NetSuite account is upgraded to Version 2014 Release 1, a case profile is automatically created that includes some support settings that were once set on the Support Preferences page. For NetSuite OneWorld accounts, a profile is created for each subsidiary.
Among the preferences that are now set on NetSuite case profiles are Anonymous Customer – Inbound Email and Anonymous Customer – Online Forms. When migrating your support preferences to case profiles, we determined that your account was using invalid customer records for your anonymous customer settings, and as a result, we unfortunately were not able to set these preferences properly on the new profile.
To keep your support processes as they were prior to the upgrade, you should first set up customer records to use as anonymous placeholders and set these in the Anonymous Customer preferences on your NetSuite case profiles.
If you have questions or need assistance, please contact NetSuite Customer Support through the NetSuite Customer Access Portal, or post your questions here as comment or contact us any time.