Using Oracle Commerce Cloud Agent Console ... Oracle Commerce Cloud provides a fully functioning default

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  • Using Oracle Commerce Cloud Agent Console

    E64459-18 February 2020

  • Using Oracle Commerce Cloud Agent Console,

    E64459-18

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  • Contents

    1 Understand the Agent Console Navigate the Agent Console 1-1

    2 Configure Agent Console Settings Assign roles 2-1

    Understand role-based access control 2-1

    Create announcements and quick links 2-2

    Set price overrides 2-3

    Set the customer remorse period 2-3

    Manage account-based commerce accounts and roles 2-4

    Customize displayed text 2-5

    Configure customer and order search 2-5

    Create account custom properties 2-7

    Understand dynamic commerce item properties 2-7

    Collect and delete shopper information 2-8

    3 Search for Customers and Orders Search for customers 3-1

    Use the Profile Details tab 3-2

    Use the Address Book tab 3-2

    Use the Order History tab 3-3

    Use the Scheduled Orders tab 3-3

    Use the Purchase Lists tab 3-3

    Use account-related profile tabs 3-4

    Search for orders 3-7

    View order results 3-7

    Search for return requests 3-8

    4 View Orders View order details 4-2

    iii

  • View order items 4-2

    View shipping details 4-3

    View payment details 4-3

    View notes 4-4

    View custom order properties 4-4

    5 Understand Accounts Understand account buyers 5-1

    Understand account addresses 5-2

    Understand external catalog and price group assignment 5-2

    Understand registered shopper conversion 5-3

    6 Manage Orders Place orders 6-1

    Create new orders 6-1

    Copy an order 6-6

    Understand single and multiple payments 6-7

    Understand invalid payments 6-8

    Understand zero-cost orders 6-8

    Understand coupons and gifts 6-9

    Understand loyalty programs 6-10

    Understand shipping 6-10

    Understand shopping on behalf of the shopper 6-12

    Understand the CPQ Cloud integration 6-13

    Understand punchout orders 6-15

    Understand the remorse period 6-20

    Amend a placed order 6-20

    Cancel an order 6-23

    View order history 6-24

    Process returns 6-24

    Exchange products 6-29

    iv

  • 1 Understand the Agent Console

    Customer representatives use the Agent Console to access all the shopper, order, and other information necessary for performing support tasks related to your online store.

    The customizable, widget-based Agent Console provides options to modify the application for your specific business requirements, giving you control over what your agents see when performing their tasks. Oracle Commerce Cloud provides a fully- functioning default version of the Agent Console that you can use if you do not require any customization or if you are interested in seeing how the Agent Console works.

    This guide describes the default version of the Agent Console only. For information on customizing the Agent Console, see Extending Oracle Commerce Cloud Agent Console.

    Before accessing the Agent Console, contact your system administrator to set up the proper permissions to use the service. Ensure you have a current user ID and password for your role: CS Agents or CS Agent Supervisors.

    The Oracle Commerce Cloud Administrator role does not have access to the Agent Console.

    You should also be provided with the browser address for logging into the Agent Console. For a list of supported browsers, see Supported Browsers.

    Navigate the Agent Console In your browser, enter the page location provided to you by your agent supervisor or systems administrator.

    Log into the Agent Console using your credentials (user ID and password).

    If you require a password reset, click the Can’t Sign In? link. Clicking the link displays the Reset Password page. Enter your email address, and click Send Request. An email is sent to the address with a link to a page where you can reset your password. The Update Password page requires your user name, the new password, and password confirmation.

    The dashboard you see after you log in provides graphs and lists related to agent- specific orders, including details pertaining to return requests and pending actions. The price group menu provides a graph showing the number of orders and order value in each selected price group. By default, your storefront has a minimum of one price group. Lists are also provided to show announcements and quick links to assist with agent productivity.

    Use the icons on the top right side of the page to open an order or customer search, access return processing, access help, or log out of the Agent Console.

    1-1

  • Accessibility tasks

    Oracle software and documentation includes features that make information available to users of assistive technology. For more information, visit the Oracle Accessibility Program Web site at http://www.oracle.com/us/corporate/accessibility/index.html.

    About keyboard shortcuts

    Commerce Cloud supports standard keyboard shortcuts that are used in many software applications. The following table describes general keyboard shortcuts for use with the Agent Console.

    Keyboard Shortcut Effect

    Tab Navigates to the next focusable element.

    Use the Tab key to change the focus from the Dashboard icon to the User icon.

    Shift+Tab Navigates to the previous focusable element.

    Up and Down Arrows With a menu field in focus, use the up and down arrows to change the items within the menu.

    Right and Left Arrows Use right and left arrows to navigate in the graphs.

    Also