Configuring Scenarios
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ATG Commerce Service Center Installation and Programming Guide
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Introduction
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Before You Begin
Browser and Environment Requirements
Commerce Service Center Server Architecture
Customer-Facing Server Configuration
Agent-Facing Server Configuration
Installing and Configuring the Commerce Service Center Server
Requirements for Commerce Service Center
Database and Schema Requirements
Installing with the Configuration and Installation Manager
Repositories
Using IDGenerators
Understanding Lock Management
Accessing Commerce Service Center
Working with Multiple Sites
Enabling Multisite
Configuring the Default Site
Configuring the Default Site Icon
Configuring a Site Icon
Configuring Shareables
Configuring Order and Profile Search
Setting Up Order and Profile Search
Using Live Indexing and Endeca MDEX Catalog Search
Order and Profile Search Overview
Configuring Live Indexing for Oracle ATG Web Commerce Search
Creating Search Indexing Environments
Preloading the Index
Purging Older Orders
Performing a Manual Re-Index
Adding Searchable Properties
Configuring Catalog Search
Catalog Search with Endeca MDEX Prerequisites
Using Live Indexing and Endeca MDEX Catalog Search
Overview of Catalog Search with Endeca MDEX
Initiating an Endeca MDEX Catalog Search Request
Determining Content URI
Filtering the Requests
UI Page Fragments
Encoding Framework URL
Defining Navigation Actions
CSRInvokeAssembler
Setting the Agent Profile
Configuring an Endeca MDEX Catalog Search
Catalog Search Servlet Beans and Form Handlers
Content Request URL Droplet Servlet Bean
Content Item Results Droplet
Paging Droplet
Site Scope Form Handler
Configuring Auto-Suggestions
Implementing Auto-Suggestions
Displaying Auto-Suggestions
Working with Endeca MDEX Breadcrumbs
Customizing Search Results
Catalog Search Page Fragments
Using Endeca Resourced Values
Displaying Alternate Content
Configuring Oracle for SQL Catalog Searching
Programming Commerce Service Center
Using the CSRConfigurator Component
Working with Wish and Gift Lists
Modifying Gift List Forms
Rendering Gift Lists
Displaying Gift List Information
Configuring Gift List Search
Gift List Form Handlers
CSRGiftlistFormHandler
GiftlistTableFormHandler
Auditing Gift Lists
Issuing Returns, Exchanges and Refunds
Commerce Service Center-Specific Return Components
Return Form Handler
Is Item Returnable Droplet Servlet Bean
Order Is Returnable Droplet Servlet Bean
Prepare Replacement Order Pipeline
Working with Exchange Orders
Exchange Calculators
Tiered Pricing and Exchanges
Applying Promotions to Exchange Orders
Working with Scheduled Orders
Configuring Scheduled Orders
Enabling and Disabling Scheduled Orders
Configuring Price Lists
Customizing Scheduled Orders
Scheduled Order Form Handler
Displaying Scheduling Information
Scheduled Order Components
Scheduled Orders Pipeline Additions
Issuing Promotions
Providing Promotions Browser Access
Customizing Gift with Purchase Promotions
Gift With Purchase Page Fragments
Returns and Exchanges of Gifts with Purchases
Reconciling Gift with Purchase Orders
Using Order Approvals
Configuring Order Approval
Enabling the Order Approval Process
Setting Global Appeasement Limits
Modifying Individual Appeasement Limits
Providing Approval Authorization
Servlet Beans and Form Handlers for Approving Orders
Setting Up Internal Access Control
Access Control Overview
Default Internal User Access Control Configuration
Commerce Service Center Roles
Access Controllers
Creating New Roles
Creating Agent Profiles
Creating a New Agent Role
Default Roles
Customizing the Default Landing Page
Configuring E-mail
Customizing E-Mail
Configuring E-mail Notifications
Configuring New Passwords
Configuring Order Confirmation E-Mails
Configuring E-Mail Templates
Using Catalogs and Price Lists
Configuring Current Catalog and Price Lists
Using the Current Catalog
Using the Current Price List
Defining the Default Catalog
Defining the Default Price List
Setting the Pricing Locale
Specifying Quick Access Catalogs and Price Lists
Understanding Environment Monitoring
Overview of Environment Monitoring
Environment Monitoring Components
CSREnvironmentTools
CSREnvironmentMonitor
CSREnvironmentConstants
EnvironmentChangeFormHandler, ChangeOrder
Ticket Disposition Monitoring
EnvironmentTools
Environment Management and Site Context
Pricing in Commerce Service Center
Loading Orders and Pricing
Determining if Orders are Modifiable
Determining if Orders are Submitted
Price Lists and Pricing
Automatic Removal of Items
Promotions
Incomplete Orders or Schedule Order Templates
Submitted Orders
Determining the Correct PricingModelHolder
Configuring Manual Pricing Adjustments
Working with Shipping and Payment Groups
Shipping Group Page Fragments
Working with Shipping Group Page Fragments
Customizing a Shipping Group Type
Payment Group Page Fragments
Working with Payment Group Page Fragments
Customizing a Payment Group Type
Limiting Amounts for Payment Groups
Copying Payment Group Types
Configuring Shipping Addresses
Configuring Return Shipping Addresses
Shipping and Payment Group Servlet Beans and Form Handlers
Available Priced Shipping Methods Droplet Servlet Bean
CSRShippingGroupFormHandler
CSRPaymentGroupFormHandler
Configuring In-Store Pickup
Enabling In-Store Pickup
Setting Distances for Searches
Setting Recipient Authorization for In-Store Pickup
Displaying the Cash Payment Group
Working with Addresses
Enabling and Disabling Copies
Disabling Address Sharing
Working with Submitted Orders
Modifying Submitted Orders
Handling and Fulfillment
Fulfillment Notification for Order Modifications
Cloning Orders
Cloning Pipeline Chains
Cloning Core Classes
Extending Objects for Cloning
Configuring Scenarios
Using Scenarios
Configuring Scenario Events
Working with Scenario Managers
Configuring Process Editor Servers
Configuring the Customer-Facing Scenario Manager
Configuring the Agent-Facing Scenario Managers
Reporting and Logging
Commerce Service Center Reporting Framework
Data Collection Overview
Loader Pipeline Overview
Configuring Audit Logging
Viewing Audit Logs
Adding a New Agent Audit Log Record
Disabling Audit Logging Events
Using Window Scoped Failover
Adding Additional Components
Commerce Service Center Database Tables
Commerce Service Center Core Tables
Commerce Service Center Order Approval Tables
Commerce Service Center Profile Tables
Commerce Service Center Logging Tables
Commerce Service Center Access Rights
CIM Configuration Components
Available Added Functionality
Server Instances
Add On Modifications
Data Source Configuration
JTDataSource for Agent
JTDataSource for Production
Switching Data Source
CIM File Configuration
Production Server File Configurations
Agent Server File Configurations
Prerequisites for Running CIM
Running CIM
Configuring Oracle Click-to-Call On Demand
Overview
Initiating a Call
Using a CTI System
Specifying Links and Pop-Ups
Automatic Initialization of the Agent’s Working Environment
Click-to-Call Requirements
IBM WebSphere Requirements
Oracle WebLogic Requirements
Configuring the Click-to-Call Account
Adding an Agent to Commerce Service Center
Adding Agent Phone Numbers
Configuring Commerce Service Center Pages
Configuring Automatic Page Instrumentation
Configuring a Static Link
Disabling the Orphaned Session Service
Creating Click-to-Call Links
Creating a Link
Creating a Rule
Creating a Site
Configuring the Click to Connect Token
Example: Creating a Link based on Locale
Using Live Help On Demand Agent Console
Integrating with the Live Help On Demand Agent Console
Integrating without Live Help On Demand Agent Console
Configuring Commerce Service Center Authentication with the Agent Console
Enabling Commerce Service Center Auto-Authentication
Configuring Commerce Service Center Integration
Disabling Commerce Service Center Auto-Authentication
Configuring Commerce Service Center Landing Page Components
Default Landing Page
Customizing Landing Page Components
Index
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