Edit Customer (Sold-To) Information

Overview: Use the Edit Customer (Sold-To) Information Panel to review and update a sold-to customer’s name, address, and preferences.

When you update customer information, the system updates the sold-to customer record automatically when you change any customer address information, including the customer name, company name, street address, postal code, city, state/province, country, phone number, or email. The system also revises the sold-to customer's match code based on the changes to the name and address.

Customer Engagement customer integration: When you use the Customer Engagement customer integration, the customer information displayed is updated automatically based on the current information in Customer Engagement.

Also, if you update the customer’s name or address information, Order Management System sends an update to Customer Engagement so that the customer records in the two systems are synchronized.

Note:

•         If you delete address lines 2-4 or apartment, these address lines are also deleted in Customer Engagement.

•         Deleting the customer's prefix, middle initial, suffix, company name, and primary email address does not delete the corresponding fields in Customer Engagement; as a result, the next time that the customer information is synchronized from Customer Engagement, this information is restored. For example, customer information is synchronized from Customer Engagement when you select the customer from a search page.

•         Deleting the customer's prefix, first name, middle initial, suffix, last name or business name, address lines 2-4, apartment, phone number extensions, or email address in Customer Engagement deletes the corresponding fields in Order Management System.

The Customer Engagement customer integration is in use only if the ORCE Customer Integration (L37) system control value is set to INTERACT.

Outbound Customer API: You can generate a customer download XML message when you update a customer. See the Generic Customer Download API in the Classic View help for more information.

How to display:

•         Select the Edit option on the Customer Order List page or Customer Items List page. The Edit option is available only if you have authority to the Enter/Maintain Orders (OEOM) menu option.

•         Select the Edit option on the Order Summary page. The Edit option is available only if the order is not currently locked by another user, session, or by the system and you have authority to the Enter/Maintain Orders (OEOM) menu option and the Order Maintenance Access (A22) secured feature. In addition, the order cannot be a store pickup order, based on the Broker Delivery Type.

Note:             When you advance to this panel, the system locks the customer, preventing any other user in Contact Center from updating the customer. In addition, if you advance to this panel from the Order Summary page, the system locks the order.

Panel title: If you advance to this page from the Customer Order List page or Customer Items List page, the title of the page is Edit Customer Information. If you advance to this page from the Order Summary page, the title of the page is Edit Sold-To.

For more information:

•         Edit Customer (Sold-To) Information Options for step-by-step instructions on the actions you can perform on the Edit Customer (Sold-To) Information panel.

•         Fields on Edit Customer Information for a description of the fields on the Edit Customer (Sold-To) Information panel.

 

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