Shop on Behalf of a Buyer via CPQ

The “Shop on Behalf Of” (OBO) capability, previously available in the Oracle Commerce Agent Console, is now extended to Oracle CPQ. With the 25D release, Sales Representatives in CPQ can launch the Oracle Commerce self-service storefront on behalf of a buyer, without needing the customer’s login credentials. This enables sales teams to provide guided buying experiences, resolve customer issues, and ensure a seamless experience for buyers.

Capability highlights

• Sales reps can initiate a storefront session on behalf of a buyer directly from Oracle CPQ
• Secure token-based authentication ensures no customer credentials are required

Key benefits include:

Unified Sales Agent experience: By adding OBO capabilities to CPQ, Sales representatives can now manage both quoting and guided storefront navigation from a single system.

Improved customer engagement: Sales reps can guide buyers through the storefront, helping them explore configurations, validate pricing, and complete transactions without friction.

Faster issue resolution: Reps can directly replicate and troubleshoot customer scenarios in the storefront, reducing back-and-forth communication.

Operational efficiency: Eliminates the need for multiple agent tools; consolidates workflows into CPQ.

Steps to Enable

Refer to this document for detailed implementation steps.

Tips And Considerations

• Implementing this feature involves deploying an SSE on OCC, adding a new library function and action on CPQ.
• Ensure customer records (email addresses) are synchronized between CPQ and OCC for OBO to succeed.
•  Limit OBO capability to authorized sales roles in CPQ.
• Configure proper redirects so reps can easily return from OCC to CPQ after customer assistance.
• Monitor and log OBO activity for auditing and compliance.