Commerce Service Center allows an administrator to configure access to UI elements, features, sites and customer information. One aspect of Commerce Service Center access control, when working in a multisite environment, is site access control. This allows an administrator to provide specific site access to agents from the same call center. In multisite environments, sites are grouped using site groups and profile realms.
When a ticket is created, a siteId is added to it. When searching for tickets, an agent will only be able to access tickets that have the siteId of sites to which they have full access. When an agent changes their current site, the ServiceEnvironmentMonitor will create a new ticket. For a detailed explanation of site access control in Commerce Service Center, refer to the Commerce Service Center Installation and Programming Guide.
