IBM Sterling


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Call Center

Showing 47

Provide subscription order creation flow in Call Center.

Add a new screen or flow for creating and managing the subscription orders in the call center UI.
about 1 month ago in Call Center 0 Submitted

COM: CSR: Order Cancel: View Original Sales Order Detail even when the Order is Cancelled

As a Tapestry CSR, I want all the Sales Order detail to be available even if the Order is in canceled status, in order to have a productive conversation with a customer by having visibility on original sales order information Use Case: When a CSR ...
about 1 month ago in Call Center 0 Under review

Access from Zendesk

We need a quick and simple way to launch Call Center from Zendesk, taking the CSR directly to the same customer. This would greatly help the CSRs and help us avoid manual switching and copy/paste between the applications.
2 months ago in Call Center 2 Functionality already exists

Provide for native (non-UE) configurability to record discounts/promotions at unit level, to align with most omni-retailers best practices in refunding multi-unit orders

First, please see: https://www.ibm.com/support/pages/node/269415 In IBMs response, the Sterling team states that it is "as designed" that a customer would receive an entire unit's refund upon the return of the first item of a multi-line order, wit...
3 months ago in Call Center 0 Under review

Skipping Payment Confirmation Page

In our the old UI we had to a customization that removed a lot of buttons from the add payment screen. In our case the orders were always $0, but we still had to confirm the payment method. We would like to be able to remove that screen altogether...
4 months ago in Call Center 1 Future consideration

Abbreviated State Field

In the old UI we made an enhancement that stopped users from adding a full state name and instead just set it to be 2 characters. In the new UI we would like this to be OOTB. In this case we would like the OMS to provide a list of abbreviated stat...
4 months ago in Call Center 1 Functionality already exists

Same Billing and Shipping address button

In the old UI when we created a manual order in the OMS we had to enter both the shipping and billing addresses even though they were the same. In the new UI we would like a button that allowed us to tell the OMS that the addresses are the same an...
4 months ago in Call Center 1 Future consideration

Be able to add tracking number when creating return

In the old UI we created an enhancement that allowed users to add tracking numbers in the Call Center UI when creating a return. In the new UI we would like for this to be an OOTB option
4 months ago in Call Center 1 Future consideration

Be able to link orders and show in the UI

In the new UI we would like to be able to manually create an order and then link it to the original order so that is shows in the Order Summary screen as linked orders.
4 months ago in Call Center 1 Future consideration

Support for "Refund Now" in CC to allow Customer services to refund a return before receipt occurs due to delays in warehouse processing

Very useful to assist call center agents when customer appeasement or servce is paramount but the returns process is slow/cumbersome - Should be enabled only if not already refunded (invoiced)
4 months ago in Call Center 0 Future consideration

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