The dashboard for the Customer Service Center shows a list
of pending sales orders by user and an Actions menu for accessing customer
service functionality. When the a Customer Service Representative (CSR) is
entering a new order, a set of call management tools is presented at the
top of the page. Otherwise, the Actions menu is duplicated at the top of
the page. When Customer Service Center is first opened, the call actions
are available.
Call Actions
The following actions for managing
the current phone call are available at the top of the page when entering
a new order. Note that there is no “Call” object in Order Management;
these actions apply when entering an order or quote while on the phone
with a customer.
- 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.
Select the user ID from the drop-down list to transfer the call. 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.
Pending Orders
A list of pending sales orders
(generally associated with calls that have been parked or transferred)
assigned to the current user appears. You can open an order by
selecting it or void it by clicking its Void button. Select a
different user from the Agent: drop-down list to view a list of
pending orders assigned to that user.
Actions Menu
The Customer Service Center
Actions menu includes the following links:
- New Order: Create a new sales order. The call management
tools become available.
- Find Order: Search for an existing sales order.
- Catalog Request: Request that a physical product catalog be
sent to a customer.
- Browse Catalog: Browse Items via the category
hierarchy.
- Find Customer: Search for an existing customer record. From
here, you can merge duplicate customer records.
- Find Return Order: Search for an existing return
order.
- Find Return: Search for an existing return.
- Find Quote: Search for an existing quote. From here, you
can convert quotes into sales orders. (Note that this link only
appears if quotes have been enabled in the System Preferences in the
Administration module.)