Process: Sales Center
Flow
Objective
To allow a customer service representative to satisfy customers' requests in a timely manner.
Description
A customer service representative can place customer orders, provide quotes, capture returns, manage customers and work on ticklers.
Features
- CSRs have everything they need easily at-hand and the tool never slows them down.
- Sales Center is a view onto a single system shared with the web storefront, so everything stays in sync. A customer can place an order on the web and it's available for a CSR to answer questions or make modification instantly.
- Sales Center supports B2B direct starter store, Consumer direct starter store, Demand Chain reseller store, Hosting reseller stores and Supply chain supplier hosted store.
Customization
Supplied function can be suppressed or modified. Additional functions, either 3rd party or from the Commerce server, can be surfaced through Sales Center.
Edition
Professional, Enterprise
Subprocesses
- Identify customer
- Manage customers
- Work with order
- Work with quote
- Work with return
- Work with tickler
Tasks
| Task | Description | Role |
|---|---|---|
| Determine need |
A CSR inquires how they may help a customer and responds with the most appropriate actions. |
Customer Service Representative |
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