IBM Sterling Ideas

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We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

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IBM is transforming its request for enhancement (RFE) process. The purpose of the transformation is to provide a more consistent experience for you to submit requests and to enable IBM product owners to respond to your requests more quickly. For more information click here.

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Reorganize the catalog in Call Center

When we load a catalog to Sterling, the items are not in the correct size order, but there is no way to manually reorder or set up a customization to organize these sizes. Therefore, when a user is trying to select a size they have to look through all of the sizes to find the correct one.

If we were able to reorganize the size then it would make for a much better user experience.

  • Guest
  • Dec 23 2021
  • Functionality already exists
What is your industry? Consumer Products
How will this idea be used?

We will reorganize the entire catalog so the sizes are in the correct order which will allow for a simpler user experience and a faster resolution per contact.

  • Admin
    Niveditha M R commented
    13 Apr 09:23am

    Hi Jake,

    Apologies for missing to add comments. Please find the explanation below.

    While defining the variation attributes in SBC, we can give a sequence.

    Call Center UI displays the variation in that same sequence.

    For ex : If we define the attributes in the sequence of S, M , L then it would display in the same sequence in Call Center as well.
    Please find the below screenshots verifying the same.

    In SBC, for size there are five variations XS, S , M, L, XL. Its configured in the same format as mentioned.

    SBC Screenshot

    In Call Center the variation would be displayed in the similar sequence

    If I try to put the sequence randomly in SBC like in the below image.

    Even in Call center it would appear in the similar sequence as in SBC.

    In case if you are seeing issues in the sorting in Call Center, can you please check the attribute sequence in SBC and have the sequence updated to the way you need it to be displayed in the Call Center and verify if its working or not.

  • Guest commented
    11 Apr 01:21pm


    I saw this was marked as "Functionality already exists". Can you please point me to the documentation that discusses this functionality? I am unsure how to use it or how to tell our developers to implement the change.

  • Admin
    Aaron Cutter commented
    25 Jan 08:07pm

    Hi Jake, thanks for the reply. I will get some additional details from support and contact you afterward.

  • Guest commented
    20 Jan 09:55pm

    Hi Aaron,

    This actually stemmed from a PMR that I created a while back. Hopefully this PMR will help clear things up and provide a better understanding of this request. Please let me know if you have more questions!

    Old PMR: TS006459597

  • Admin
    Aaron Cutter commented
    19 Jan 08:10pm

    Hi Jake,

    Thank you for submitting your idea. If these are named attributes defined, then you should also have the ability to define the sort sequence, which would affect how the attributes are displayed in the Call Center. Have you tried using this approach, or is there some other scenario you are considering?

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