The Oracle Commerce Cloud Service Agent Console provides customer service agents, agent supervisors, and administrators with the ability to:
View a personalized dashboard with the orders graph showing the order count and value for the selected price group. Additional information includes a return requests graph, pending actions table, announcements, and quick links.
Search for a customer using various search criteria and view a list of matching customers.
Update customer profile information, including any configured custom profile properties.
Add new or view existing customer notes.
Add new or view existing order notes.
View customer order history.
Search for a customer order using various search criteria, including advanced search.
Create a new order for a registered customer, including the use of custom order properties.
When the features are enabled, create orders for accounts-based commerce customers.
Note: Contact your Oracle account manager for more details on how to activate this functionality.
When the features are enabled, accept invoices (purchase numbers) as a payment option.
When the features are enabled, use Configure Price Quote (CPQ) functionality to produce accurate quotations for configurable items.
Use single-use and limited use coupons for orders, including tiered discounts; a single coupon can also apply multiple item-level and order-level promotions to an order.
Designate a currency for new orders from a list of price groups.
Amend an order.
Cancel an order.
Create a new return request for an order.
Acknowledge receipt of return items against a return request.
Issue a refund for a return request.
Complete exchanges of like products or product variants.
Prior to accessing the Agent Console, contact your system administrator to set up the proper permissions to use the Agent Console. Ensure you have a current user ID and password for your role: CS Agents or CS Agent Supervisors.
Note: The Administrator role does not have access to the Agent Console.
You should also be provided with the page location for logging into the Agent Console using your browser. For a list of supported browsers, see ????.
