Creating New Sales Orders in Customer Service Center

Customer service representatives often enter orders using Customer Service Center when a customer calls to make a phone order. As you progress through the Customer Service Center order entry process, note the phone scripts at the bottom of each page. Depending on your business rules, use them as a guide or read them verbatim as you talk to the customer.

To create an Order this way, follow these steps:

  1. Select New Order from the top menu or the Actions menu. The Order entry page appears. Alternatively, if the order is for an existing customer, you can select Find Customer and search for the customer, then when viewing the customer record, click Create New Order. Note the following:
    • Park Call, Transfer to. . ., and Void Call links on the top menu bar.
      • Park Call: The current Sales Order is saved as a pending order. Pending orders can only be accessed on the Customer Service Center home page.
      • Transfer to. . .: Transfer the order to a different user. To transfer the call, select the user ID from the dropdown list. The current sales 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.
      • Void Call: The current sales order is set to Void status.
    • Customer Details link on the top menu bar. Clicking this link opens the Customer details page for the customer. To return to the new order, click Return to Current Order in the top right of the page. (This button appears when a customer is in session.)
    • Magnifying glass icon () to the right of the customer number or the Change Search button. Clicking this icon or button lets you change the customer; it doesn't clear or remove any additional addresses from the Addresses panel. (This option appears when a customer is in session.)
    • Pencil icon () to the right of the Catalog Code field. 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. (This option appears when a customer is in session.)
    • << Previous and Next >> buttons on the right side of the page; use them to advance to the next step or return to the previous step.
  2. If the customer isn't yet in session, select a customer using the search form on the left side of the page. Enter one or more search criteria and click Search. A search results box showing customers, including address, phone, and email information, appears. Select the customer from the list.
  3. If the customer record isn't found, click New Customer. A New Customer form appears. Enter the customer information and click Save. Address fields change based on the country selected. See Localization.
  4. The Info tab, if enabled, appears first. Setting the fields on this tab is optional.
    Note: The Info tab is only shown if enabled in Provider Manager > Customer Service > Company Level > Object Configuration
    The Info tab includes the following:
    • Product catalog (dropdown list)
      Note: Map Order Management catalogs to Salesforce B2C Commerce sites for pricing in Settings > Providers in the Administration module. This mapping lets a Customer Service Representative access the appropriate catalog for a specific country, locale, and currency.
    • Fulfillment site (dropdown list)
    • Reference #
    • Currency (dropdown list of order currency)
    • Priority (dropdown list: High, Low, or Medium)
    • Locale (dropdown list of locales, such as French-France)
      Note: The Locale dropdown list consists of the languages that were configured for localization. See Configuring Localization.
  5. To proceed to the Cart tab and add items to the order, click Next or select the Cart tab.
  6. Find Items in the following ways:
    • Enter a keyword or Item code in the Search/ Add field and click Search/ Add. Any matching items appear on the right side of the page. To open a popup containing details and inventory information about the item, click Read More. Alternately, you can use the Search/ Add field to both search for an item and add it immediately to the cart as follows:

      +item code, quantity

      where, item code refers to the keyword or item code, and quantity refers to the desired quantity.

      Click Search/Add. The item detail page appears for the item with the desired quantity already listed.

    • To expand a product browser, click Show Products, then click Browse. A grid of item categories appears. 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.
  7. Enter a quantity in the field next to the desired Item and click Add to add the item to the order. Master Items do not have an Add button. To add a child item variation to the order, click the master item's Read More button to open the details window. Child Item variations can be added to the order on the window.
    Note: At the item-level, price adjustment details appear with each item.
  8. Repeat steps 6 and 7 as needed. Delete a line item by clicking the adjacent trash can icon ().
  9. Each line item can be edited by clicking the pencil icon () in the Actions column of its row to open an edit popup. The Cart Item detail window includes the following fields:
    • Code: The item code (read-only)
    • Description: The item description (read-only)
    • Quantity: Adjust the quantity by editing the value. You can also make this adjustment while viewing the list of line items.
    • Original Price: The original price of the item (read-only)
    • Unit Price: Adjust the unit price by editing the value.
    • Discount: Apply a discount by entering a value and selecting $ for a% or fixed value discount.
      Note: Fixed value is the only available discount type 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 discount is combined with any existing price adjustments.

    • Promotional Discount: A read-only field that shows any promotional discount being applied.
    • Discount Description: Description of the manual discount being applied.
    • Shipping Address: Select a Ship To address from the dropdown 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 the Enable Package Messages checkbox, then enter text in those fields.
    • Item is a Gift: To mark the item as a gift, check the Item Is a Gift checkbox.
    • Save: To save your changes and return to the Cart tab, click Save.
  10. The following fields are also shown below the items in the cart:
    • Subtotal: The 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, shipping, or handling. When the taxation policy is gross, the Subtotal field includes VAT, but not shipping or handling.
    • Price Adj.: The 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 then click Save.

      If you hover over the Information icon ( ), the price adjustment details are provided (Description, Unit Price, Tax, and Extended Price). These details include the order-level price adjustments received from B2C Commerce and any manual order-level discount applied in Customer Service Center.

    • Shipping: The 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.
    • Total: The total cost of the order including the product Item cost, shipping costs, and tax, if applicable.
  11. Click Next or select the Shipping tab.
  12. Select an available shipping option from the Shipping Method dropdown list. Override the shipping charge by entering a value in the Override Cost field.
    Note: 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 has been configured for all shipments.
  13. Click Next or select the Payments tab.
  14. 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.
  15. Select a payment type from the dropdown list. Selecting a payment type modifies the fields that appear on this tab. The following payment methods can be available (some are not available, based on your business rules):
    • Credit Card: Enter the credit card information in the fields, including type, name, number, CVV, and expiration date.
    • Check: Accept payment in the form of cash or a check by selecting Cash or Check from the Type dropdown list. Select Check. The Name on Check and Check Number fields appear. Normally in this case, continue submitting the order, but it isn't shipped until payment is received. If the payment has already been received, then check the Apply payment to order box. An Amount field and (for cash) a Reference Number field appear. Be sure to fill out these fields accurately.
    • PayPal: The company PayPal ID appears. Communicate this ID to the customer so that the customer 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 any custom payment methods are configured, select them from the Type dropdown list. The shown fields can vary based on the particular method.
    • Stored Account: If the customer has any payment methods stored on their account, select one of them.
  16. Add multiple payment methods by selecting more methods from the Add Additional Payment Method… dropdown list. Each additional method selected includes an Amount field. Enter the payment amount to apply via that method. The amount of the original payment method is calculated as the total remaining amount after any additional methods have been applied. Change which payment method is the primary method by clicking Set as Primary for the desired method.

    For example, consider an order balance split between the primary credit card and a secondary gift card. The secondary card's amount doesn't change from the original gift card amount. However, if the amount of the order increases or decreases due to tax, discounts, or fees, the primary method's amount is adjusted appropriately.

  17. Click Next or select the Review tab.
  18. Review the order information. If you hover over the Information icon ( ), the price adjustment details at the order level are provided. Validation errors must be addressed before the order can be submitted. If everything is correct, click Submit Order to submit the order. Or, click Save as Quote to save the order as a quote without actually submitting it. A quote is stored in the system and can be converted to an order later. Retrieve the quote later by selecting Find Quote on the main menu or the Actions menu.
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