Introducing the Customer Support User Interface

We'll start by introducing Sarah, the Customer Support Manager responsible for supporting customers who encounter issues during their commerce journey.

Even after an order has been received, the overall customer experience doesn't end. Helping customers throughout a product's lifecycle is a core part of how they'll reflect on their experience. While SAP offers solutions focused on improving customer support, such as SAP Service Cloud, SAP Commerce Cloud also provides its own customer support capabilities as part of its end-to-end e-commerce offering.

Depending on the type of support needed, SAP Commerce Cloud offers different user interfaces (UI) and tools.

There's a user interface called Backoffice Customer Support Cockpit that Sarah and her team use in their day-to-day work. They manage the entire post-order lifecycle, handling support tickets, returns, fraud alerts, and customer data issues to ensure a seamless experience.

Sarah can also support customers in using the Assisted Service Mode, or ASM. This tool allows her to access a customer's account and complete tasks for them, including completing orders or raising tickets.

This lesson guides you through the Customer Support cockpit and the Assisted Service Mode.

The Backoffice Customer Support Cockpit is the primary interface used by customer support staff.

The Customer Support Cockpit enables support personnel to:

• Create, manage, and close customer support tickets.
• Approve customer product reviews.
• Manage returns.
• Approve or reject orders flagged for potential fraud.
• Process manual refunds.
• Update editable customer details, such as addresses, for example.
• Run customer data reports.

To use the Customer Support Cockpit, Sarah opens Backoffice and logs in with one of the customer support users. The standard users are the CustomerSupportAgent, CustomerSupportManager, and CustomerSupportAdministrator. Sarah will be using the CustomerSupportManager role throughout our course.

Customer Support Managers have the same privileges as Customer Support Agents, plus extra role-specific capabilities. The ability to export product reviews to a .csv file, for example.

The Customer Support Administrator role has all the permissions of the Customer Support Manager role, again with some role specific extra permissions. Importantly, the Administrator also has access to the Backoffice Administration Cockpit, where he or she can bridge the gap between customer support and system administration.

Once logged in, the main components of the Customer Support Cockpit UI are:

1. The left sidebar provides navigation to the areas: Tickets, Reviews, Customers, Personal Data Reports, Orders, and Returns.
2. With Customers selected, the workspace displays a list of customers, and provides search, creation, and edit options.
3. Selecting a customer or ticket will start a session displayed in the Session Context Widget. It displays details of the selected item (customer, ticket, order, or cart) and allows support staff to quickly access the Assisted Service Mode from here.
4. Saved queries list custom searches for quick access to predefined data filters.

The Assisted Service Mode (ASM) is an overlay on the storefront that allows support staff like Sarah to provide real-time customer sales and service support by navigating the same storefront as the customer she's interacting with. After signing in and selecting the current customer (1), Sarah can navigate the storefront and complete tasks on the customer's behalf.

Customers can open tickets under Customer Service via the My Account section when they log in to the Storefront.

Once there, they can add a request, and a form appears where they can choose from an inquiry, complaint, or problem.

Then they can associate the ticket to a particular order or cart with which they need assistance.

This video will give you short overview of these interfaces in a live system.

• Backoffice Customer Support Cockpit: An interface for support staff to manage customer relationships and issues, including support tickets, returns, fraud alerts, and customer account updates.
• Assisted Service Mode (ASM): A front-end overlay that allows agents to navigate the storefront alongside the customer to provide real-time, direct sales and service assistance.
• Tiered Support Roles: Access is managed through specific roles (Agent, Manager, and Administrator), each providing increasing levels of control from basic ticket handling to deep system configurations.