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Streamlining Customer Support and Orders with SAP Commerce Cloud
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Supporting Customers
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.
Which customer service agent operations are supported by ASM?
There are three correct answers.
Edit or delete the calling customer’s order history.
Create a new customer account.
Locate a customer’s cart.
Provide a 360° view of the calling customer, showing its profile and preferences, shopping history and activities.
2.
Which incentives can be given to the customer in an ASM session by a service agent after entering the 360° view?
There are three correct answers.
An agent can assign an "incentive" coupon directly to the customer's cart.
An agent can assign a Customer coupon to the customer, which becomes available in the My Account area for the customer under My Coupons.
An agent can assign promotions listed under the Promotions tab.
An agent can assign free shipping listed under the Incentives tab.
An agent can assign a Customer coupon directly to a customer order, which is not already shipped.
3.
What happens automatically when a support agent opens a ticket in the Backoffice Customer Support Cockpit?
Choose the correct answer.
The ticket is immediately closed and archived.
An email notification is sent to the customer.
A Support Session is started, and session context parameters are set in the Session Context Widget.
The ticket priority is automatically upgraded to high priority.
4.
Which of the following actions can support staff perform in the Ticket Details window?
There are three correct answers.
View and edit ticket status, category, and priority.
Send messages to internal staff, related to the ticket.
View the five latest tickets created by the customer.
Delete all customer account information.
Automatically refund orders.
5.
Which of the following tasks can be performed in the Backoffice Customer Support Cockpit? (Select all that apply)
There are three correct answers.
Managing returns and refunds.
Configuring system settings.
Approving product reviews.
Running customer data reports.
6.
What statements are correct about the Assisted Service Module (ASM)?
There are three correct answers.
It is an overlay on the site’s front end.
It allows sending group messages to logged in customers.
It is a Backoffice Cockpit to support changes on customer orders by reallocating unavailable goods to a different warehouse.
It allows an agent to provide real-time customer sales and service support.
ASM customer support agents navigate the same storefront as the customer they’re interacting with.
7.
What can be done by a customer support agent in ASM?
There are two correct answers.
Access the My Account area on behalf of a selected customer, except the sections Consent Management and Payment Details.
Access the ASM indirectly from the Customer Support Cockpit.
Finalize and place an order on behalf of the customer.
Access the ASM directly by adding a parameter to the website URL: ?asm=true