1. Using Care Experience
  2. View and Manage Orders

View and Manage Orders

As call center representatives you can support customers with order inquiries in the assisted channel. Here you can view recent orders and order activity.

Order Summary on Customer 360

In the Orders section, on the Customer 360 page, you can see different tiles corresponding to different orders.

Here's what you can do:

  • See count of orders for the last 30 days on the spotlight.

    Note:

    By default, you see orders for the past 30 days on spotlight. Number of days can be configured depending on your business need.

  • View summary of orders such as order type, order number, scheduling status, order status, date relevant to the status of order, errors in case the order is in Jeopardy or Failed status.

  • See count of errors if the order is in Jeopardy or Failed status.

  • Cancel the order unless it's in the following status: complete, canceled, pending cancellation, or failed.

Note:

The name of the offer that's displayed is the name of the parent offer. For example, If a new customer places a new order for Supremo Triple-Play Promotion, then the name displayed on the order is New Supremo Triple-Play Promotion.

Order Care Dashboard

The Order Care dashboard shows recent order tiles and order activity or orders. From the spotlight, agents have the ability to view asset count, last bill, and service request.

The dashboard shows recent orders and order activity. The spotlight provides a quick glance into the most relevant information for the agent which includes last bill, account balance, and asset count.

Order Activity Stream

Here you can view order activities for the last 30 days, by default. The number of days can be configured based on your business need. As Customer service representatives you can view pending shopping carts and all types of orders. The orders can be either owner contact, billing account, or service account.

You can see the type of the order and the subscription that's purchased, modified, terminated, suspended, or resumed as part of the order. You can also search for a relevant order in the activity stream. For example, the type of orders could be new, change, suspend, resume, cancel, upgrade, and downgrade.

Order Details Header

You can cancel orders from the order details header.

As a service agent you can take appropriate action based on the scheduling status of the order. You can see the following details on the order details header:

  • Order number

  • Contact name

  • Error notes indicating the total number of errors.

You can see errors that are associated with Failed or In Jeopardy orders. Click Add Note to add additional notes to the order.

Cancel Orders

Acting on behalf of your customer, you can cancel an in-flight order. You can cancel an order from the order summary tile or from the order details view. When canceling an order you can view and override the penalty charges.