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Streamlining Customer Support and Orders with SAP Commerce Cloud
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Managing Product Returns, Reviews, and Protecting Customer Data
Introducing Order Management in SAP Commerce Cloud
Introducing the Standard Order Management Workflow
4 min
Introducing the Order Management User Interfaces
5 min
Quiz
Setting up your Order Management Configuration
Creating your Basic Configuration for Order Management
7 min
Configuring Sourcing and ATP Formulas
12 min
Quiz
Processing Orders
Introducing the Standard Order Management Flow
4 min
Versioning and Splitting Orders
6 min
Canceling and Returning Orders
6 min
Quiz
Supporting Customers
Introducing the Customer Support User Interface
6 min
Ticketing Scenarios in SAP Commerce Cloud
10 min
Using the Assisted Service Mode
9 min
Quiz
Managing Product Returns, Reviews, and Protecting Customer Data
Handling Product Returns
7 min
Managing Product Reviews
6 min
Protecting Customer Data
11 min
Quiz
Introducing Order Management in SAP Commerce Cloud
Introducing the Standard Order Management Workflow
4 min
Introducing the Order Management User Interfaces
5 min
Quiz
Setting up your Order Management Configuration
Creating your Basic Configuration for Order Management
7 min
Configuring Sourcing and ATP Formulas
12 min
Quiz
Processing Orders
Introducing the Standard Order Management Flow
4 min
Versioning and Splitting Orders
6 min
Canceling and Returning Orders
6 min
Quiz
Supporting Customers
Introducing the Customer Support User Interface
6 min
Ticketing Scenarios in SAP Commerce Cloud
10 min
Using the Assisted Service Mode
9 min
Quiz
Managing Product Returns, Reviews, and Protecting Customer Data
Handling Product Returns
7 min
Managing Product Reviews
6 min
Protecting Customer Data
11 min
Quiz
Knowledge quiz
It's time to put what you've learned to the test, get 6 right to pass this unit.
1.
What is the primary goal of GDPR (General Data Protection Regulation)?
Choose the correct answer.
To balance the cost of doing business in the EU between different companies.
To give control to individuals over their personal data.
To allow businesses to process as much personal data of individuals as possible after the account has been closed, as long as the retention period hasn't expired.
2.
Which statement about the standard return process in SAP Commerce Cloud is correct?
Choose the correct answer.
Customer Support staff must accept returned goods before a return is complete.
Only Customer Support Managers can cancel returns.
Customer Support staff can see discounts applied to orders that are to be returned.
Customer Support Administrators must approve returns.
3.
What happens when a customer closes his account in the My Account area of the storefront?
Choose the correct answer.
During the retention period, a customer can cancel the deactivation manually in the My Account area.
All customer orders are deleted. Incomplete orders are canceled automatically.
After closure, the deactivation date is set.
4.
Who can approve a review before it is made available on the storefront?
There are two correct answers.
A warehouse manager
An administrator
A customer support employee
Selected customers, chosen as peer reviewers
5.
Where are product reviews found on the storefront, in a standard SAP Commerce Cloud setup?
Choose the correct answer.
A dedicated reviews page collecting all product reviews
On the Product Details Page
In the search results list
In the Reviews section of product carousels
6.
What can storefront customers do when it comes to returns?
There are three correct answers.
Request a partial return of an order.
Request a complete return of an order.
Approve a return request.
Cancel a return request.
7.
Which user role(s) can generate audit reports?
There are three correct answers.
Customer Support Administrator in the Customer Support Cockpit
Order Manager in the Order Management Cockpit
Customers in their My Account area under Consent Management
Customer Support Agent in the Customer Support Cockpit
Customer Support Manager in the Customer Support Cockpit