Legacy platform

Customer Entitlement Management

IBM® Sterling™ Call Center enables you to manage customer entitlements suited to your business needs.

Managing customer entitlements
Managing customer entitlements involves, creating a Customer Entitlement in Sterling Business Center, managing a Customer Entitlement Rule, and managing a Customer Group for a Customer Entitlement.
Create a customer entitlement in Sterling Business Center
You can create a customer entitlement to enable enterprises to define the items their customers can purchase. For example, an enterprise may restrict a customer from buying items under its Apparel category, but allow the customer to buy items under its Electronics category.
Searching for a customer entitlement in Sterling Business Center
You can search for a customer entitlement and view its details using either a basic or an advanced search.
Manage customer entitlement rule
Customer entitlements enable enterprises to define the items their customers can purchase.
Creating a Customer Entitlement Rule
You can create a customer entitlement rule to either include or exclude items that are assigned to customers under customer entitlements.
Modify a customer entitlement rule
You can modify a customer entitlement rule to suit your needs as they change over time.
Remove a customer entitlement rule
You can remove a customer entitlement rule if you do not want to associate an entitlement rule with a customer.
Managing a customer group for a customer entitlement
You can manage a generic customer group for a customer entitlement so that the customer group can access the items that are assigned to them in the customer entitlement.
Associate a generic customer group to a customer entitlement
You can associate a generic customer group to a customer entitlement so that the customer group can access the items that are assigned to them in the customer entitlement.
Define a customer entitlement without a customer
A customer entitlement can be defined without a customer so that the items in the customer entitlement are not accessed by anyone.
Add a customer profile criteria to a customer entitlement
You can assign an entitlement to a set of customers that have specific profile attributes. A customer profile is a set of data, which can be used as a criteria in order to associate the business customers to a customer entitlement.
Modify customer profile criteria for a customer entitlement
You can modify customer profile criteria for a customer entitlement to suit your needs as they change. For example, you can modify the Vertical, Relationship Type, or Membership Level.
Remove customer profile criteria from a customer entitlement
You can remove customer profile criteria from a customer entitlement if you do not want to associate a customer's profile criteria with a customer entitlement.
Associate a specific customer to a customer entitlement
You can manage a specific customer for a customer entitlement so that the specific business customers can access the items in the customer entitlement.
Dissociate a specific customer from a customer entitlement
You can dissociate a specific customer from a customer entitlement if you don not want to associate a specific customer with that customer entitlement.
Delete a customer entitlement
When you delete a customer entitlement, all the rules that are created for a customer in a customer entitlement are not valid anymore.
Test a customer entitlement
You can test if an associated customer can access items in a customer entitlement.

Parent topic: Sterling Business Center item administration