) are displayed.Purpose: You can perform the following actions on the Customer Loyalty List page.
• Use the Prompt to Join Loyalty
• Call the Customer’s Phone Number
• Review Frequently Purchased Items
• Review Registries or Create a Registry Order
• Enroll the Customer in a Loyalty Program
• Select a Program to Review Account Details
• Review Orders for the Customer
• Review Items Sold to or Returned by the Customer
• Review Items Purchased by the Customer
For more information:
• Customer Loyalty List for an overview of the Customer Loyalty List page.
• Fields on Customer Loyalty List for a description of the fields on the Customer Loyalty List page.
Select the Create Order option to advance to the Enter or Verify Customer Information step in Order Entry.
Note: This option is available only if you have authority to the Contact Center Order Entry (CCOE) menu option. You can define menu option authority for a user ID in the Work with Users (WUSR) menu option and for a user class in the Work with User Classes (WUCL) menu option.
Use the Prompt to Join Loyalty
Loyalty prompt options: A prompt to join loyalty is displayed below the customer’s name and customer number, providing the following options:
• Never: Do not ask the customer again about joining loyalty. In this case, Order Management System sends a Customer Engagement Update Customer Request to update the ORCE_LOYALTY_PROMPT_ATTRIBUTE setting for the customer to FALSE so that Order Management System will not prompt the customer again to join the Loyalty program.
• Not Now: The customer is not joining loyalty now, but can be prompted again in the future. Order Management System does not send an update to Customer Engagement.
• Enroll: Enroll the customer in loyalty. See Updates at Loyalty Enrollment for information on the updates that take place when the customer enrolls.
Displayed when? The prompts are displayed only if:
• the ORCE Customer Integration (L37) system control value is set to INTERACT, and
• the Use ORCE Loyalty (M06) and Prompt to Join Loyalty (M07) system control values are selected, and
• the customer has an ORCE customer ID and is not already a loyalty member, and has not previously requested to stop prompting for loyalty membership, such as by selecting the Never option at the prompt.
Prompt wording: The ORCE_LOYALTY_REG_MESSAGE property (PROP) defines the wording of the prompt message.
You can also enroll the customer in loyalty through the process described under Enroll the Customer in a Loyalty Program if the customer is not already enrolled.
When you confirm the enrollment of the customer in loyalty:
• Order Management System sends a Customer Engagement Loyalty Generate Card Request to Customer Engagement.
• Customer Engagement uses the information in the Loyalty Generate Card Request to associate and activate a new loyalty card for the customer.
• Customer Engagement returns the Customer Engagement Loyalty Generate Card Response to Order Management System, containing the customer’s loyalty card number.
• Order Management System:
• generates the Loyalty Registration Notification email to send to the customer. This email contains the loyalty card number assigned to the customer; see Oracle Retail Customer Engagement Loyalty Registration Notifications for the setup required to generate the notice and see Oracle Retail Customer Engagement Loyalty Registration Notification Sample and Contents for a sample email.
• creates a record in the Customer Note table indicating a Customer Engagement Loyalty Registration Notice has been sent to the customer: Loyalty Reg Notice to acustomer@EXAMPLE.com. You can review customer notes on the Edit Customer Notes Screen. The note is written even if the system generates the Outbound Email XML Message (CWEmailOut) rather than an actual email, or if the email cannot be relayed if, for example, there is a problem with the destination email address.
• Order Management System sends a Customer Engagement Update Customer Request to update the ORCE_LOYALTY_PROMPT_ATTRIBUTE setting for the customer to FALSE so that Order Management System will not prompt the customer again to join the Loyalty program.
• Customer Engagement returns the Update Customer Response indicating whether the update was successful.
• Order Management System sends a Customer Engagement Loyalty Card Request to Customer Engagement, requesting the details of the loyalty card.
• Customer Engagement returns the details of the loyalty card in the Customer Engagement Loyalty Card Response.
Order Management System uses the information in the Loyalty Card Response to display the loyalty card number and its associated points and awards on the Customer Loyalty page, including any awards that were assigned automatically through enrollment. Also, the Loyalty Member icon and label () are displayed.
If communication fails:
• If a connection could not be made to Customer Engagement in order to enroll the customer in the loyalty program, the system displays an error message similar to the following: No response from ORCE-card not generated.
• If the value in the ORCE Loyalty Card Prefix (M08) or ORCE Loyalty Card Series Sequence Number (M09) system control value is not valid in Customer Engagement, the system displays an error message similar to the following: No response from ORCE-card not generated.
Select the Edit option to open the Edit Customer (Sold-To) Information panel.
Note: This option is available only if you have authority to the Enter/Maintain Orders (OEOM) menu option. You can define menu option authority for a user ID in the Work with Users (WUSR) menu option and for a user class in the Work with User Classes (WUCL) menu option.
Call the Customer’s Phone Number
Select the Phone Number link to advance to the default application used to initiate phone calls. If a default application is not defined, a window displays where you can select the application to use to call the customer’s phone number.
Note: This option is available only if hyperlink configuration is selected for the Phone field in the Work with Contact Center (WWCC) menu option. In addition, the Phone field displays in Contact Center only if it is selected for display in the Work with Contact Center (WWCC) menu option.
Select the Email Address link to advance to the default application used for email. If a default application is not defined, a window displays where you can select the application to use to email the customer.
Note: This option is available only if hyperlink configuration is selected for the Email field in the Work with Contact Center (WWCC) menu option.
Review Frequently Purchased Items
Click Frequent Purchases in the Purchases customer summary tile to open the Frequently Purchased Items Panel Fields. This option is available only
Review Registries or Create a Registry Order
Click Registries in the Purchases customer summary tile to open the Registries panel. This option is available only if the ORCE Customer Integration is enabled and the Use ORCE Registries (M26) system control value is selected.
If the customer has more than one registry: Select a registry to display the fields and options for that registry. You can select Return to Registries at the top of the panel to return to the Registries panel, displaying all registries for the customer.
Registries are displayed here only if they have been published in Customer Engagement, and the current customer is the owner of the registry.
Registry options: When a single registry order is displayed:
• Filter the items on the registry: Enter a full or partial item code or description to restrict the displayed registry items.
• Create a registry order: Select Create Registry Order to advance to the Customer Information (Order Entry Step 2) step in order entry and create an order for the customer that includes one or more items in the registry. Note that the options in order entry are different when you are creating a registry order.
Available when? This option is available only if the displayed registry includes at least one item that is available to sell in Order Management System (that is, not a Store only item). See Order Entry for additional required system control values and other settings. The Create Registry Order option is also not available if you currently have order entry open in another tab, regardless of whether the order is for the currently displayed customer.
When would you create a registry order? You might create a registry order if:
• A customer wants to purchase items on their own wish list. For example, a customer might create a wish list for items needed for the first semester at college.
Note: A customer wants to purchase items remaining on a registry after the event occurs. For example, after a baby shower, the customer might want to purchase additional remaining items that were not given as gifts at the shower.
Enroll the Customer in a Loyalty Program
Click the plus sign next to Enroll in Loyalty and then select OK at the Confirm Enrollment window. This option is available only if:
• the ORCE Customer Integration (L37) system control value is set to INTERACT, and
• the Use ORCE Loyalty (M06) system control value is selected, and
• the customer is not already a loyalty member.
For more information: See Updates at Loyalty Enrollment.
In the Account Details panel for a loyalty program, select Issue Points to open the Issue Loyalty Points window, where you can issue new points for the loyalty program. This option is displayed only if you have the required authority under the ORCE Issue Awards/Points (J07) secured feature.
The Points Amount and the Reason are required. Note that the Points Amount must be a whole number and can be a negative amount; however, you cannot issue a negative number of points that would cause the points balance for the account to be negative, unless the points will be created in escrow (indicated by the Pending flag).
When you complete this window, the request to issue the points is submitted to Customer Engagement, where the points are added to the customer’s account. The Issue Points activity is immediately displayed under Account Activity.
See Issue Loyalty Points Window Fields for details on fields.
In the Account Details panel for an award program, select Issue Award Coupon to open the Issue Award Coupon window, where you can issue a new award amount. This option is displayed only if you have the required authority under the ORCE Issue Awards/Points (J07) secured feature.
The Award Amount and the Reason are required, while the Expiration Date is optional. Note that the Points Amount can include a two-position decimal, and cannot be a negative amount.
When you complete this window, the request to issue the coupon is submitted to Customer Engagement, where the award is added to the customer’s account. The Issue Coupon activity is immediately displayed under Account Activity.
Note: An error indicates if the currency code defined in the Local Currency Code (A55) system control value is invalid. This system control value must be set to a valid currency code.
See Issue Award Coupon Window Fields for details on fields.
If the customer is enrolled in any loyalty programs, you can sort on any column below a card by clicking on the column name. Both loyalty and award programs are listed. An arrow pointing up displays next to the field when the values for the field display in ascending sequence; an arrow pointing down displays next to the field when the values for the field display in descending sequence.
Select a Program to Review Account Details
If the customer is enrolled in any loyalty programs, select the Program Name link for a program to open the Account Details panel.
Note: Activity from the last 30 days is displayed in the Account Details panel, provided the number of activity records (excluding inquiries, which are not displayed) does not exceed the Account Activity Lookup Limit setting defined in Customer Engagement. If the total number of records on the account exceeds this lookup limit, an error is displayed.
You can sort the records displayed in the Account Details panel by clicking any of the column headings.
Review Orders for the Customer
Select the Orders tab to return to the Customer Order List.
Review Items Sold to or Returned by the Customer
Select the Purchase History tab to advance to the Customer Purchase History List, where you can review items that the customer has purchased or returned. This information is from the Transaction History records in Customer Engagement. This tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT.
Review Items Purchased by the Customer
Select the Items option to switch to the Customer Items List for the customer.
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