Pricing in Customer Service Center

When an order is entered in Customer Service Center with this configuration, it retrieves and displays prices and price adjustments from Salesforce B2C Commerce as described here.

  1. The Customer Service Representative (CSR) selects a currency from the dropdown on the Info tab.
  2. The CSR searches for items to add to the order. Each item reflects a price retrieved from B2C Commerce. If the Taxation Policy in B2C Commerce is Gross, the retrieved price includes tax.
  3. The CSR adds items to the order. As items are added, the cart contents are sent to B2C Commerce to retrieve an updated total price that reflects any applicable promotions. The Taxation Policy in B2C Commerce determines whether tax is included in the Item price (Gross) or retrieved as a separate value (Net).
Note: Order pricing data is retrieved from B2C Commerce only during initial order entry and for items added to an existing order. When an existing order is edited, pricing data isn't retrieved for items already in the order.

For details on entering orders in Customer Service Center, see Creating New Sales Orders in Customer Service Center.

Product Browsing in Customer Service Center

When browsing products with a shopping cart in session, product prices appear in the currency selected for the current order. If no cart is in session, then product prices appear in the system base currency. If the Taxation Policy in B2C Commerce is Gross, each retrieved price includes tax. If the Taxation Policy is Net, then tax amounts are retrieved as separate values.

Customer Service Center Scenarios

The following scenarios assume that the U.S. Dollar is the system default currency.

Scenario: order placed in Euros with no promotion applied
A prospective customer in the Eurozone calls Customer Service to place an order. No promotions apply to the items in the order.
Action
  1. The CSR selects Euros from the Currency dropdown on the Info tab.
  2. The CSR adds an Item to the order.
  3. Customer Service Center retrieves the price of the item in Euros from B2C Commerce. Because the Taxation Policy in B2C Commerce is Gross, the price includes VAT.
Scenario: order placed in Yen with a promotion applied
A prospective customer in Japan calls Customer Service to place an order. A promotion applies to the item in the order.
Action
  1. The CSR selects Yen from the Currency dropdown on the Info tab.
  2. The CSR adds an Item to the order.
  3. Customer Service Center retrieves the price of the item in Yen from B2C Commerce. Because the Taxation Policy in B2C Commerce is Net, the price doesn't include tax, which is retrieved as a separate value. B2C Commerce applies the promotion to the price before sending it to Customer Service Center.
Scenario: order placed in US dollars with a CSR-applied discount
A prospective customer in the United States calls Customer Service to place an order. The CSR applies a discount to the order.
Action
  1. The CSR adds an Item to the order.
  2. Customer Service Center retrieves the price of the item in US Dollars from B2C Commerce. Because the Taxation Policy in B2C Commerce is Net, the price doesn't include tax, which is retrieved as a separate value.
  3. The CSR applies a fixed dollar amount price adjustment to the item.
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