(Business processes) Work with order line items

Process: Work with order line items

Flow

Legend

Objective

To allow a CSR to record which products the customer wishes to purchase and any special processing desired.

Description

Customer service representatives can add, edit, or remove line items.

Features

A CSR can find the image of products of interest in different ways.
A CSR can view the image of products of interest.
If a product is chosen which requires additional information such as a color or component selection, a CSR need only respond to the concise prompts provided.
A CSR only needs to change the product quantity if the customer wants more than one.
A CSR can choose a ship-to address from those already recorded for the customer or add a new one.
A CSR may change the shipping carrier and carrier service level if the product's default selection doesn't suit the customer's needs.
A CSR can specify that the product ship at some point in the future rather than as soon as possible.
A CSR can specify shipping instructions to be passed to the shipping carrier.
A CSR can see and convey to the customer the real-time inventory allocation and estimated ship date.
A CSR can see, and convey to the customer, the best price to which the customer is entitled.
A CSR may override the default price and will be warned if the price is below their override limit.
A CSR can see, and convey to the customer, upsells, cross-sells and accessories. If the customer agrees they would like one of the associated products, a CSR can easily update the order.
A CSR can expedite an item in the order. If an order item is expedited, the item will be shipped or released as soon as available.

Customization

Display elements can be suppressed, modified or added. See underlying server processes for the many changes which can be made through configuration rather than customization.

Edition

Professional, Enterprise

Tasks

Task Description Role

Choose product
A CSR identifies, either through direct entry or a search, which products the customer in interested in.
Customer Service Representative

Enter shipping instructions
A CSR, responding to the customer's need for special processing, may change where the product will ship to, the carrier used for shipment, or when the product should be shipped to the customer.
Customer Service Representative

Expedite the item
A CSR chooses to expedite the item in an order.
Customer Service Representative

Override item price
A CSR responds to a customer's request for a better price on a product.
Customer Service Representative

View inventory allocation
A CSR read the real-time inventory allocation status to the customer.
Customer Service Representative

Work with merchandising
A CSR views and potentially tries to sell the customer on products related to the ones they were originally interested in.
Customer Service Representative

Feedback

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Task	Description	Role
Choose product	A CSR identifies, either through direct entry or a search, which products the customer in interested in.	Customer Service Representative
Enter shipping instructions	A CSR, responding to the customer's need for special processing, may change where the product will ship to, the carrier used for shipment, or when the product should be shipped to the customer.	Customer Service Representative
Expedite the item	A CSR chooses to expedite the item in an order.	Customer Service Representative
Override item price	A CSR responds to a customer's request for a better price on a product.	Customer Service Representative
View inventory allocation	A CSR read the real-time inventory allocation status to the customer.	Customer Service Representative
Work with merchandising	A CSR views and potentially tries to sell the customer on products related to the ones they were originally interested in.	Customer Service Representative