Exercise – Create transactions in a call center

  • 15 minutes

For this exercise, we recommend that you use the demo data in the USRT company.

Scenario - Create a call center order

You are a call center associate and are taking a call from a regular customer, Karen Berg, who wants to purchase item 0005 over the phone and have it delivered with a standard shipment. For this exercise, you will be using a payment method of CHECK.

  1. In the company USRT, go to Retail and Commerce > Customers > Customer service.
  2. In Customer service, search for Karen.
  3. Select New sales order.
  4. On the sales order header, in the Mode of delivery field, enter 99.
  5. In the Item number field, enter 0005.
  6. On the Action Pane, select the Sales order tab and then select Payments.
  7. Select New.
  8. In the Payment method field, enter 2 (Check).
  9. In the Check number field, enter 1234.
  10. In the Payment amount field, enter 4.59.
  11. Select OK.
  12. Close the Payments page.
  13. On the Action Pane, select Complete.
  14. Review the order summary for correctness and then select Submit.

Scenario - Create a hold code

You are a call center manager and want to create an order hold code named **Credit check ** to allow call center workers with specific access (role of Service Delivery Manager) to place orders on hold while a customer’s credit is successfully verified. You want to assign that hold code as a default code for placing orders on hold, and you don’t want held orders to reserve inventory.

  1. In the company USRT, go to Retail and Commerce > Channel Setup > Call center setup > Order hold codes.
  2. Select New.
  3. Enter Credit in the Hold code field.
  4. In the Description field, enter Credit check.
  5. Assign the Service Delivery Manager security role for the exclusive use of an order hold code.
  6. Set the Default for sales order option to Yes.
  7. Set the Remove inventory reservations option to Yes.
  8. Select Save.

Scenario - Put an order on hold and release it from hold

You are a call center employee and have been asked by your manager to place order 012517 on hold for review before the order is further processed. Later, your manager asks you to release the order from hold because the internal checks have been successfully completed.

  1. In the company USRT, go to Retail and Commerce > Customers > All sales orders.
  2. Select order 012517.
  3. In the Action Pane, select Sales order > Functions > Order holds.
  4. On the Order holds page, select New.
  5. In the Hold code field, enter MGRREV.
  6. On the Notes tab, enter This is a note for hold code Manager review in the Hold notes field.
  7. Select Save.
  8. Go to Retail and Commerce > Customers > Order holds.
  9. On the Action Pane, select the Clear hold tab and then select Clear holds.