Process: Work with quote line items
Flow
Objective
To allow a CSR to record the products for which the customer wishes to confirm pricing.
Description
Customer service representatives can add, edit, or remove line items.
Features
- A CSR can find 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 shipping instructions to be passed to the shipping carrier should the customer place an order based on the quote.
- 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 review product inventory levels.
- 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.
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 |
|---|---|---|
| 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 |
| Override price |
Sets a price for a product against the master catalog. Each product may have a different price assigned for each supported currency. Each supported currency may have ranged pricing based on quantity purchased. This is the price that is used within the default contract for a store. Shoppers may be entitled to other contracts that could result in a different price being offered. |
Customer Service Representative |
| Select product |
The customer clicks on a product link, and the product information displays. The customer may be able to specify product attributes on this page. |
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 |
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