Create New Sales Orders with Customer Service Center

You can create an order in Customer Service Center by searching for a customer first or by creating a customer account.

Pricing and promotion data is received from Salesforce B2C Commerce. When viewing an order's cart with items received from B2C Commerce, one or more price adjustments can be shown at the item and order level. Price adjustments received from B2C Commerce can be extra charges (positive adjustments) or promotions or discounts (negative adjustments, indicated by parentheses).

In Customer Service Center, only a single discount can be applied at the item or order level. Price adjustments to existing orders are handled using appeasements at the item level, or miscellaneous adjustments at the order level.

One order-level discount and one discount for each line item can be manually applied when creating a sales order. The manual discounts are combined with existing price adjustments. Any further price adjustments must be applied as line-item actions or order-level appeasements, and are not included as part of the price adjustment totals.

Note: When canceling an item before the order is approved, the Customer Service agent can refund the shipping or handling costs. This refund is only allowed if the Customer Service provider setting Order Edit Unapproved Allow Component Retention must be true.
  1. In Order Management Customer Service Center, click New Order from the top menu or the Actions menu.
    The Order Entry page opens showing the available tabs (Info, Cart, Shipping, Payments, Review). The Find Customer panel also opens.
  2. On the Find Customer panel, you can create a customer record or search for an existing customer.
    1. If the order is for a new customer:
      • Click New Customer at the bottom of the Find Customer panel. The New Customer form appears.
      • Enter the new customer information in the fields on the Find Customer panel and then click Save.

      The Addresses panel opens with the new customer information. The address reflects the billing and shipping address.

      • To change the fields, click Edit, then click Save.
      • To delete the customer record, click Remove.
      • To add another address, such as a different shipping address, click Add Address in the Addresses dropdown and then click Save.
    2. If the order is for an existing customer:
      • Enter the existing customer information into the search criteria fields in the Find Customer panel and then click Search. Use more than one search criteria to refine your search result.

      The Addresses panel opens so you can select an existing customer. Or you can change the search or create a customer.

      • Click the desired customer record.

        The Addresses panel opens with the customer information. The address reflects the billing and shipping address.

      • To search for a different customer or change the search criteria, click Change Search.
      • To create a customer, click New Customer.
      You can edit or remove a customer record, or you can add addresses for the customer.
  3. On the Order Entry page, click the Info tab. Fields that can be populated include:
    The Info tab only appears if it's enabled in Order Management Administration: Provider Manager > Customer Service > Company Level > Object Configuration.
    1. Select a product catalog.

      Map Order Management catalogs to B2C Commerce sites for B2C Commerce pricing in Order Management Administration: Settings > Providers. This step enables a Customer Service Representative to access the appropriate catalog for a specific country, locale, and currency.

      To update the catalog code for the order, click the pencil icon . Enter the appropriate information and then click the Update icon . This catalog code is only an attribute that is saved on the order; it doesn't use the catalog functionality in Order Management. (It appears when a customer is in session.)

    2. Select a fulfillment site.
    3. Enter a reference number.
    4. Select a currency.
    5. Select the locale.
      These languages were configured for localization.
  4. Click Next or the Cart tab and find items to add to the cart as follows:
    1. Enter a keyword or item code and quantity (+item code, quantity) in the Search/Add field and click Search/Add.
      Matching items appear on the right side of the page. To open a popup containing details and inventory information about an item, click Read More.
    2. Alternately, click to expand the product browser, then click Browse.
      A grid of item categories opens. While browsing the categories, the navigation path (bread crumb) appears at the top of the browser. To open a popup containing details and inventory information about an item, click Read More.
    3. Click categories and then the desired items. Enter a quantity in the field beside the item and click Add to add it to the order.
      Master items don't have an Add button. To add a child item variation to the order, click the master item's Read More button to open the item details window. Here you can add child item variations.
    4. To edit a line item, click the pencil icon in the Actions column of its row. The Cart Item Edit window includes the following fields:
      • Code: item code (read-only)
      • Description: item description (read-only)
      • Quantity: adjust the quantity by editing the value. You can also adjust the quantity while viewing the list of line items.
      • Original Price: original item price (read-only)
      • Unit Price: adjust the unit price by editing the value.
      • Promotional Price Adj.: apply a price adjustment by entering a value and selecting $ for a % or fixed value discount.
        Note: Fixed value is the only available price adjustment if item pricing was received from B2C Commerce.

        One item-level and order-level discount can be manually applied when creating a sales order. The manual price adjustment is combined with any existing price adjustments. The adjustment fields accept positive and negative values. Positive values represent charges. Negative values represent discounts.

        In Customer Service Center, only a single discount can be applied at the item level.
      • Price Adj.: read-only field that shows any price adjustments being applied.
      • Price Adj. Description: description of the price adjustment being applied.
      • Shipping Address: select a Ship To address from the list. You can also select an address while viewing the list of line items.
      • Enable Package Messages: enter messages to be printed on the shipping label. To show the Message fields, check Enable Package Messages, then enter text in those fields.
      • Item is Gift: To mark the item as a gift, click the Item Is a Gift check box.
      • Save: To save your changes and return to the Cart tab, click Save.

      The following fields are also shown below the items in the cart:

      • Subtotal: subtotal of items in the cart including any price adjustments. When the taxation policy is net, the Subtotal field doesn't include the sales tax or shipping and handling. When the taxation policy is gross, the Subtotal field includes VAT, but not shipping or handling.
      • Price Adj.: total order-level price adjustments. When an order is created in Customer Service Center, the pencil icon () appears where you can apply a single manual discount to the order. Enter the discount fixed amount and a description of the manual discount, and click Save.

        If you hover over the Information icon , the price adjustment details appear (Description, Unit Price, Tax, and Extended Price). They include both the order-level price adjustments received from B2C Commerce, and manual order-level discounts applied in Customer Service Center.

      • Shipping: cost to ship the Items. When the taxation policy is net, the Shipping field doesn't include the sales tax. When the taxation policy is gross, the Shipping field includes VAT. The shipping amount doesn't appear until the shipping options (from the Shipping tab) are provided.
      • Tax: when the taxation policy is net, the sales tax associated with the items in the cart appears. When the taxation policy is gross, the Tax field shows the word Included instead of the tax amount. See Value Added Tax.
      • Total: total cost of the order, including the product item cost, shipping costs, and tax, if applicable.
  5. Click Next or the Shipping tab
    Shipping charges must be configured for each shipment on the order. If items are shipping to separate addresses, the shipping method must be configured for each shipment. Shipping charges appear as TBD in the cart quick reference bar until a shipping method is configured for all shipments.
    1. Select an available shipping option from the Shipping Method list.
    2. Override the shipping charge by entering a value in the Override Cost field, if editable.
  6. Click Next or select the Payments tab.
    1. If a promotional code is being applied to the order, enter it in the Promotional Code field and click Add. The system only accepts valid codes.
    2. Select a payment type from the list. The fields that appear change based on your choice.

      The following payment methods can be available, based on your business rules.

      • Credit Card: enter the credit card information, such as type, name, number, CVV, and expiration date.
      • Check: selecting Cash or Check. For Check, enter the Name on Check and Check Number. Continue submitting the order, but the items are not shipped until payment is received. If the payment has already been received, then select the Apply payment to order checkbox. The Amount field appears (and for cash, a Reference Number field).
      • PayPal: the company PayPal ID appears. Communicate this ID to the customer so they can make the payment via PayPal.
      • Gift Card: enter the gift card number and PIN. To show the remaining balance on the gift card, click Check Balance.
      • Other: if a custom payment method is configured, select it from the Type list. The shown fields can vary based on the particular method.
      • Stored Account: if the customer has a payment method stored on their account, select it here.
    3. Add multiple payment methods by selecting extra methods from the Add Additional Payment Method… dropdown list.

      Each method you select has an Amount field. The amount of the original payment method is calculated as the total remaining after more methods have been applied. To change the primary payment method, click Set as Primary.

      For example, a secondary gift card is charged for part of an order balance and the remaining charged to the primary credit card. The secondary card's amount doesn't change from the original gift card amount specified. However, if the amount of the order changes due to tax, discounts, or fees, the amount charged to the primary method is changed appropriately.

  7. Click Next or the Review tab.
    1. Review the order information. To see the price adjustment details at the order level, hover over the Information icon .
      You cannot submit the order until you address any validation errors.
    2. If the order is correct, click Submit Order. If there are any errors on the order, a message appears indicating the required correction. For example, "A shipping method isn't specified for one or more items."
      A confirmation page opens alerting you that your order has been processed. You can review or print a copy of your order.
    3. To save the order as a quote without actually submitting it, click Save as Quote.
      A quote is stored in the system for up to seven days and can be converted to an order later. Retrieve the quote later by selecting Find Quote on the main menu or the Actions menu.
  8. Use the following call actions for an order or quote while on the phone with a customer:
    1. Click Park Call.
      The current order is saved as a pending order for up to seven days. Pending orders can only be accessed on the Customer Service Center Home page.
    2. Click Transfer to.
      The order is transferred to a different user. To transfer the call, select the user ID from the list. The current order is saved as a pending order and assigned to the selected user. Pending orders can only be accessed on the Customer Service Center Home page. They are automatically deleted after seven days. See Pending Order Queue.
    3. Click Void Call.
      The order in progress is voided.

Scenarios: Create an Order

The following are typical scenarios when creating a sales order.

Scenario: create an order
A customer called to place an order. The Customer Service Representative (CSR) must first determine if it is an existing customer or a new customer. If existing, then the CSR must find the customer record. If new, then the CSR must create a customer record. When the customer record is saved, the customer can place the order.
Action
The CSR performs these steps to create an order for a customer:
  1. Select New Order from the top menu or the Actions menu. The Order Entry page opens.
  2. Search for an existing customer or create a customer record. The Order Entry page opens.
  3. Complete the optional dropdown fields in the Info tab.
  4. To proceed to the Cart tab and add items to the order, click Next or select the Cart tab.
  5. To select an available shipping option, click Next or select the Shipping tab.
  6. To select one or more payment methods, Click Next or select the Payments tab.
  7. To review the order information with the customer, click Next or select the Review tab.
    • If there are validation errors, they appear at the top of the page and must be corrected.
    • If everything is correct, click Submit Order to submit the order.
Note: The currency that is selected from the Currency list remains the currency for the order. The locales listed in the Locale list consist of the languages (for example, French-France) that were configured for localization.
Scenario: create an order with multiple payment methods
An existing customer called to place an order of two items. The customer wanted to put $200.00 on a MasterCard and the balance on the Visa credit card. The CSR must find the existing customer's record, and then create the order using the two requested payment methods.
Action
The CSR performs these steps to create an order using multiple payment methods:
  1. Select New Order from the top menu or the Actions menu.
  2. From the Order Entry page, search for an existing customer or create a customer record.
  3. Complete the optional fields in the Info tab.
  4. To proceed to the Cart tab and add items to the order, click Next or select the Cart tab.
  5. To select an available shipping method, click Next or select the Shipping tab.
  6. Click Next or select the Payments tab. The order balance including tax, shipping and handling appears.
    • Select MasterCard from the Credit Card Type list.
    • Complete all fields.
  7. Select Credit Card from the Add Additional Payment Method list.
    • Select Visa from the Credit Card Type list.
    • Complete all fields including the amount to apply to this Visa credit card. In this example, $19.49 is the remaining balance.
  8. Click Next or select the Review tab to review the order information with the customer. For each payment method, the correct amount is charged.
    • If there are any validation errors, they appear at the top of the page. Correct them before proceeding.
    • If everything is correct, click Submit Order to submit the order.
Scenario: create an order with a selected currency
A customer called to place an order and wanted to pay using the European Euros (EUR) as the currency. The U.S.-based CSR must search for the existing customer's record and then create the order using the EUR as the currency.
Action
The CSR performs these steps to create an order for a customer:
  1. In Order Management Customer Service Center, select New Order from the top menu or the Actions menu.
  2. From the Order Entry page, search for the existing customer record.
  3. From the Info tab, select EUR from the Currency list. (The Info tab is only shown if enabled in Order Management Administration: Provider Manager > Customer Service > Company Level > Object Configuration.)
  4. Continue through the tabs on the Order Entry page.
  5. Confirm that the currency on the Cart, Shipping, Payments, and Review tabs reflect the correct currency. The currency code (EUR) appears wherever the currency amount appears.
  6. If everything is correct, click Submit Order to submit the order.