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Customer service representatives are enterprise users that have been assigned the EnterpriseCommerce function. This function is designed to let enterprise users help customers with tasks such as placing orders, modifying or cancelling orders, requesting returns, and approving submitted quotes.
Note that enterprise users can be assigned this function in addition to other functions too, and so, for example, it is possible for an enterprise user to act as both an profile administrator and as a customer service representative.
Once a customer has placed an order, the customer service representative monitors order activity and monitors any line item returns and evaluates them as necessary.
Customer service representatives can create carts and place orders on behalf of customers. Once a customer has placed an order, the customer service representative can display and modify information about the order. This includes line item information (such as quantities and prices) and addresses. For example, the original order quantity might have warranted a price break; a change in quantity might mean the price break is no longer relevant.
The representative can also define specific information for a line item, for example a shipping address for a specific line item. The customer service representative can add line items to an order. See CHAPTER 26, Customer Service for a description of the tasks. The customer service representative can also view the history for the line items on a specific order.
Sometimes customers are unable (their computer system is down, and so on) to place orders for products. In Release 6.4 and higher, customer service representatives are able to create orders on behalf of self-registered and direct commerce users. From the Comergent eBusiness System home page, they can see the products, price lists, address books, and so on, from the standpoint of the customers for whom they are creating the orders.
In Release 6.7 and higher, you can manage customer service representatives and their managers so that each customer service representative manages a specified set of partners, known as their accounts. Before a user at a node of the enterprise hierarchy can be assigned an account, the account must be assigned to that node. Customer service representatives can assign themselves accounts from their available pool of accounts or they can be assigned accounts by their manager.
When a user is assigned an account, they can view the commerce activity of all users who belong to the account. If they have the appropriate functions (such as Finance and so on), then they can view the corresponding activity, such as invoices and so on, of all their account users. However, if they have not been assigned the account, then they cannot see this activity.
Managers at an enterprise node can automatically see all of the commerce activity of account users of accounts assigned to that node, but other enterprise users can only the activity if they have been explicitly assigned the account. By default, all partners are assigned to the root node of the enterprise hierarchy. Consequently, any manager at the enterprise node can view the commerce activity of any partner.
Whenever a customer returns items from an order, the Comergent eBusiness System has internal rules that decide automatically whether the return request will be approved or not. Where a decision cannot be made automatically, the customer service representative can access a list of return requests and review the return requests manually. See CHAPTER 26, Customer Service for a description of the tasks.
When partner users create a cart, they can either place the order with the prices as supplied by the price lists, or they can enter their own, requested prices and submit this for price negotiation.
The customer service representative can display a list of quotes, and view the submitted quote detail. The customer service representative can reject the requested prices, or they can modify the quantity and price as necessary and then accept the quote, at which point the quote becomes a quote that can be turned into an order. Once the submitted quote has been converted to an orderable quote, the end-user can either remove the quote or convert the quote to an order.
See Working with Quotes for the tasks involved.
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