The Oracle Commerce Cloud 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.
In a multiple site environment, create new shopper profiles associated with a selected site and manage email notifications for each site.
New orders can be created and a single incomplete order can be saved for each site.
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.
Copy an existing order for a shopper to accommodate repeated or similar orders.
Use purchase lists to select items for shopper orders.
Schedule, view, and edit schedules for automatically recurring orders.
Create orders for account-based commerce customers.
The system supports backorder and preorder items. Add these items as you would any other items. For more information, see the Create new orders section.
As an Oracle Commerce Cloud administrator, for account-based commerce, enable and disable order approvals and the delegated admin feature.
For account-based commerce accounts, on behalf of the account administrator, account address manager, and profile address manager, manage and edit addresses.
For an account-based commerce order, on behalf of an account approver, approve or reject account orders that exceed the account level purchase limit.
For account-based commerce accounts, on behalf of the account administrator, on the Customer Profile page, view and edit custom properties. The delegated account admin, while managing contacts, can create and update contacts information. While creating and updating contact information, the agent—on behalf of delegated admin—is able to view these custom properties.
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.
Assist shoppers in using loyalty points as a payment option.
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.
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 Oracle Commerce Cloud Known Issues.
