Customers

Order Management provides functionality for managing customer records. A customer is an entity that purchases goods or services. A customer object represents a customer in Order Management.

A customer record contains shipping and billing address information, as well as a history of invoices, payments, orders, activities, emails, and system alerts. Custom fields on the customer record can be created using attributes. You can create a customer in Customer Manager, when creating an order in Customer Service Center, through the Job system, or through a Salesforce B2C Commerce transaction. When a customer places an order in B2C Commerce, the customer record is imported into Order Management along with the sales order. When a returning customer calls, a CSR can locate their account because subsequent orders placed by the customer are matched with the original customer record.

A customer record can be viewed or modified to add or change a shipping address, change payment methods, and view order history or customer activity.

See the following topics for additional information regarding customers:

Customer Emails and Activities

Emails can be sent automatically to customers based on Order Management workflow system events, or Order Management users can send them. System- and user-initiated emails are controlled in the Template Manager with pre-defined and custom templates. Pre-defined templates are used for emails sent automatically for Order Management system events. Examples of system event emails include notification requesting payment, confirmation of sales order payments, and shipping confirmations.

Detailed content of all user-initiated emails is stored in the customer's Activity Manager. (If the email is initiated from a sales order, then its content is stored in the Activity Managers of the sales order and of the customer.) A user can initiate an email when customer followup action is required. Followup actions can include a response to a customer inquiry, a payment authorization issue, or a shipping address change.

Emails can be viewed on the details page for most objects (such as orders, invoices, and payments).

See the following topics for additional information about customer emails: