Process: Work with quote line items

 

Flow

Legend

 

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

 

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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