User profiles

You can localize individual user profiles in Customer Service Center, Fulfillment Center, and Retail Center. When selecting the user's preferred locale, also select the corresponding time zone.

Note: You can also configure the locale and time zone when creating a user account in the Administration Module.

These are some considerations:

Scenario 1: Configuring the User Profile

Scenario: Customer Service Center, Fulfillment Center, and Retail Center

A Customer Service Center Representative (CSR) in Germany is taking an order from a German customer. However, the CSR, who recently moved from France to Germany, prefers to use Customer Service Center in French, so the user profile is set to the French - France locale. Even though the CSR is viewing Customer Service Center in French, the locale of the order is set to the customer's locale so that all customer-facing documents are in the correct language.

Action
The CSR logs into Customer Service Center localized in German (default) and performs these steps to update the user profile:
  1. Log into Order Management Customer Service Center, which is in the default locale (German).
  2. Click Home.
  3. On the home page, click Profile to update the user profile.
  4. Select French – France in the Locale list.
  5. Click Update. The CSR is now using Customer Service Center localized in French.
  6. Thr CSR creates the customer order and selects German - Germany in the Locale list on the Info tab so that the order is processed in the customer's locale. This ensures that all customer-facing documents are in the customer's language.
Note: You can also configure localized user profiles in Fulfillment Center and Retail Center.

Scenario 2: Configuring the Locale and Time Zone

Scenario: Customer Service Center

A CSR from Florida called in sick, and the Customer Service Administrator routes all the U.S. calls to a CSR in Paris, France. The French CSR who is well-versed in English, updates the user profile for the English – United States locale and Eastern (U.S. and Canada) time zone so the highest-level of service can be provided for their customers.

Action
The CSR logs into Customer Service Center localized in French (default) and performs these steps to update the user profile:
  1. Log into Order Management Customer Service Center, which is in the default locale (German).
  2. Click Home.
  3. On the home page, click Profile to update the user profile.
  4. Select English – United States in the Locale list.
  5. Select (UTC-05:00) Eastern Time (US & Canada) in the Time Zone list.
  6. Click Update.

Related Links

Localization