Legacy platform

Services Management

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

Create a delivery service in Sterling Business Center
A delivery service is used for the last mile delivery associations. The last mile delivery differs from the order shipping because specific product item deliveries are made using a carrier with a defined capacity constraint. For example, you might want to associate a delivery service with Projection TVs and washing machines.
Managing primary information for a delivery service
Managing Primary Information for a Delivery Service involves, defining Primary Information for a Delivery Service, localizing the Fields in Sterling Business Center, and deleting a Service in Sterling Business Center.
Define primary information for a delivery service
After you have created a service, you can now define the details for the newly created service. Also, if you have already defined the service details, you can modify the service details.
Create a provided service in Sterling Business Center
A provided service is any additional action that can be provided to an order that does not represent a physical item. For example, you may sell a washing machine that you want to provide installation for. In this scenario, you can create the installation service as a provided service, which can be offered when a customer orders the washing machine.
Managing primary information for a provided service
Managing Primary Information for a Provided Service involves, defining Primary Information for a Provided Service, localizing the Fields in Sterling Business Center, and deleting a Service in Sterling Business Center.
Define primary information for a provided service
After you have created a service, you can now define the details for the newly created service. Also, if you have already defined the service details, you can modify the service details.
Create a return pickup service in Sterling Business Center
A return pickup service is used to define a pickup service from a customer, in case the customer wants to return an item. A return pickup item is uniquely defined by its service ID and unit of measure.
Managing primary information for a return pickup service
Managing Primary Information for a Return Pickup Service involves, defining Primary Information for a Return Pickup Service, localizing the Fields in Sterling Business Center, and deleting a Service in Sterling Business Center.
Define primary information for a return pickup service
After you have created a service, you can now define the details for the newly created service. Also, if you have already defined the service details, you can modify the service details.
Create a special service in Sterling Business Center
A special service is any additional service that can be provided for a product item, in an order. For example, you may want to provide gift wrapping as a special service for a book item. In this scenario, you can create the special service as gift wrapping, which can be offered when a customer orders the book.
Managing primary information for a special service
Managing Primary Information for a Special Service involves, defining Primary Information for a Special Service, localizing the Fields in Sterling Business Center, and deleting a Service in Sterling Business Center.
Define primary information for a special service
After you have created a service, you can now define the details for the newly created service. Also, if you have already defined the service details, you can modify the service details.
Create a value-added service in Sterling Business Center
Value-added services are services that customize a product for a buyer, or allow for internal inventory management. This can be because of a buyer's special requirements, such as creating a customized order, or performing special processes for the buyer at the warehouse, or providing additional services to the customer, such as installing a light fixture.
Managing primary information for a value- added service
Managing Primary Information for a Value- Added Service involves, defining Primary Information for a Value-Added Service, localizing the Fields in Sterling Business Center, and deleting a Service in Sterling Business Center.
Define primary information for a value-added service
After you have created a service, you can now define the details for the newly created service. Also, if you have already defined the service details, you can modify the service details.
Searching for a service in Sterling Business Center
You can search for a service and view its details using either a Basic or an Advanced search.
Manually add an instruction to a service
You can create a free- form text instruction when there are no preexisting service instruction codes or when you want to create a special instruction for a service.
Managing instructions for services
Managing instructions for services involves, Manually adding an Instruction to a Service, adding an Instruction from Existing Instruction Codes to a Service, modifying the Sequence of an Instruction for a Service, modifying a Service's Instruction, and deleting an Instruction from a Service.
Add an instruction from existing instruction codes to a service
You can choose to use the predefined set of instruction codes for a service. For example, you may have a preexisting Handle With Care item instruction code that you can associate with fragile items.
Modify the sequence of an instruction for a service
After all the instructions are created for a service, you can rearrange the sequence of the instructions. For example, from a set of instructions for a service you may want Make sure that the item is double bubble wrapped instruction to be the first instruction.
Modify a service's instruction
You can choose to modify an instruction description, or the modify the instruction type from either manual text to a predefined set of instruction or from a predefined set of instruction to a manual text.
Delete an instruction from a service
You can delete instructions that were added manually and instructions that were added from the existing instruction codes.
Assign values to the extended fields for a service
You can specify the values for all the extended fields from the Extended Fields screen.
Managing a service activity for a value-added service
Service activities are high-level steps that you can define for a value-added service.
Add a service activity to a value-added service
You can add a service activity to a value-added service, which can further be broken up into a series of instructions.
Modify a service activity for a value-added service
You can modify a service activity for a value-added service in Sterling Order Management System Software.
Remove a service activity from a value-added service
You can remove a service activity from a value-added service if you no longer want a service activity associated with a value-added service.
Managing the service options for a provided or delivery service
Managing a service option for a delivery or provided service involves, adding and removing a Service Option to a Provided or Delivery Service.
Create a service option for provided service or delivery service
A service option is an additional service that you can define for a Provided Service or a Delivery Service. For example, carpet recycling can be a service option for the main carpet installation service.
Define primary information for a service option
You can define the primary information for a service option from the Service Option Summary screen.
Search for a service option
You can search for a service option from the Service Search screen.
Delete a service option
You can delete a service option, if you no longer plan to use it.
Add a service option to a provided or delivery service
You can add a service option to a delivery or provided service in order to add additional capacity requirements for a service.
Remove a service option from a provided or delivery service
You can remove a service option from a provided or delivery service if you do not want to associate that service option with a provided or delivery service.
Managing a service skill for a provided service, delivery service, or special service
Managing a service skill for a provided service item, delivery service item, or special service item involves, associating and disassociating a Service Skill to a Provided Service, Delivery Service, or Special Service.
Associate a service skill to a provided service, delivery service, or special service
You can associate a service skill to a provided service, delivery service, or special service from the Service Skills screen. For example, you may want to associate electrical work as a service skill for an installation service.
Dissociate a service skill from a provided service, delivery service, or special service
You can dissociate a service skill from a provided, delivery, or special service if you do not want to associate a service skill with one of the said services.
Managing a key word, alias, and an exclusion code for a service
You can manage a key word, alias, or an exclusion by either associating or dissociating them with a service.
Associate a keyword to a service
You can associate a keyword to a service from the Aliases and Keywords screen.
Dissociate a keyword from a service
You can dissociate a keyword from a service if you do not want the keyword to act as an alternative identifier for the service. If you have associated multiple keywords to a service, you can dissociate specific keywords and retain the required keywords.
Associate an alias to a service
An alias acts as an alternate identifier for a service. You can configure one or more alias for a service. Examples for aliases include, but not limited to, SKU (Stock Keeping Unit), Alternate Item Id, UPC (Universal Product Code), EAN (European Article Number), and so on.
Dissociate an alias from a service
You can dissociate an alias from a service if you do not want an alternate identifier for a service.
Associate an exclusion code to a service
You can assign an exclusion code to a service if your business practices involve the regulation of service shipments for certain countries and regions. For example, if there are certain countries and regions that you ship-to that do not allow the shipment of certain hazardous materials, you can assign an exclusion code to the services that may contain the hazardous material.
Dissociate an exclusion code from a service
You can dissociate an exclusion code from a service if your business practices do not involve the regulation of service shipments for certain countries and regions.
Managing a cross-sell association for a service
Managing a cross-sell association for a service involves, associating a Cross-Sell Service to a Service, modifying the Cross-Sell Service Details, and disassociating a Cross-Sell Service from a Service.
Associate a cross-sell service to a service
You can assign a cross-sell service to an existing service to promote an optional component or accessory service, which when combined with the original service makes a better package. For example, a building supplier can associate installation of flooring to the delivery of flooring materials. The installation of flooring along with the delivery of the flooring materials provides a better package for the customer.
Modify the cross-sell service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate a cross-sell service from a service
You can dissociate a cross-sell service from a service if you do not want that service associated as a cross-sell service.
Managing the up-sell associations for a service
Managing the up-sell associations for a service involves, associating an Up-Sell Service to a Service, modifying the Up-Sell Service Details, and disassociating an Up-Sell Service from a Service.
Associate an up-sell service to a service
You can assign an alternative service that is of a higher value as compared to the original service. Such an alternative service is called an up-sell service.
Modify the up-sell service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate an up-sell service from a service
You can dissociate an up-sell service with a service if you do not want to associate that service with as an up-sell service.
Managing supersession associations for a service
Managing supersession associations for a service involves, associating a Supersession Service to a Service, modifying the Supersession Service Details, and disassociating a Supersession Service from a Service.
Associate a supersession service to a service
You can set up a supersession association for a service to indicate that the service can be superseded by one or more services.
Modify the supersession service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate a supersession service from a service
You can dissociate a supersession service from a service if you do not want to associate that service as a supersession service.
Managing a preferred substitution association for a service
Managing a preferred substitution association for a service involves, associating a Preferred Substitution Service to a Service, modifying the Preferred Substitution Service Details, and disassociating a Preferred Substitution Service from a Service.
Associate a preferred substitution service to a service
A preferred substitute is a service that must be fulfilled prior to fulfilling the original service, in an order.
Modify the preferred substitution service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate a preferred substitution service from a service
You can dissociate a preferred substitution service form a service if you do not want to associate that service as a substitution service.
Managing an alternative association for a service
Managing an alternative association for a service involves, associating an Alternative Service to a Service, modifying the Alternative Service Details, and disassociating an Alternative Service from a Service.
Associate an alternative service to a service
For a service, you can set up an alternative service so that you have the option to select a service that is similar to the original if the original is not available.
Modify the alternative service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate an alternative service from a service
You can dissociate an alternative service from a service if you do not want to associate that service with an alternative service.
Managing a competitive association for a service
Managing a competitive association for a service involves, associating a Competitive Service to a Service, modifying the Competitive Service Details, and disassociating a Competitive Service from a Service.
Associate a competitive service to a service
A competitive association allows you to associate two competing brands of a service. When a customer places an order for the original service, the customer is provided an option to view the competitive service and compare the services.
Modify the competitive service details
You can modify the date range in which the association is active. You can also modify the associated quantity and the priority of the associated item.
Dissociate a competitive service from a service
You can dissociate a competitive service from a service if you no do not want to associate a competitive service with that service.
Managing a product item for a delivery service
Managing a Product Item for a Delivery Service involves, associating a Product Item to a Delivery Service, modifying the details of a Delivery Service associated to a Product Item , and disassociating a Product Item from a Delivery Service.
Associate a product item to a delivery service
You can associate a product item to a delivery service to indicate the relationship between the product item and the delivery service. For example, washing machine delivery can be an assigned as the delivery service for the product item washing machine.
Modify the details of a delivery service associated to the product item
You can modify the details of the associated delivery service such as the service quantity required for a specified quantity of the item, the skill sets required for the service, and so on.
Dissociate a product item from a delivery service
When you dissociate a product item from a Delivery service, the associated service skills are also dissociated from the item.
Managing a product item for a provided service
Managing a Product Item for a Provided Service involves, associating a Product Item to a Provided Service, modifying the details of a Provided Service associated to a Product Item, and dissociating a Product Item from a Provided Service.
Associate product item to a provided service
You can associate a product item to a provided service to indicate a relationship between the product item and the provided service. For example, Television installation can be assigned as the provided service for a product item Television.
Modify the details of a provided service associated to a product item
You can modify the details of the associated provided service, such as the service quantity required for a specified quantity of the item and the skill sets required for the service.
Dissociate a product item from a provided service
When you dissociate a product item from a provided service, the associated service skills are also dissociated from the item.
Managing a product item for a return pickup service
Managing a Product Item for a Return Pickup Service involves, associating a Product Item to a Return Pickup Service, modifying the details of a Return Pickup Service associated to a Product Item, and disassociating a Product Item from a Return Pickup Service.
Associate a product item to a return pickup service
You can associate a product item to the return pickup service to indicate if the item can be picked up from the customer's location in case the customer wants to return the item.
Modify the details of a return pickup service associated to a product item
You can modify the details of the associated return pickup service, such as the service quantity required for a specified quantity of the item and the skill sets required for the service.
Dissociate a product item from a return pickup service
When you dissociate a product item from a Return Pickup service, the associated service skills are also dissociated from the item.
Managing a product item for a special service
Managing a Product Item for a Special Service involves, associating a Product Item to a Special Service, modifying the details of a Special Service associated to a Product Item, and dissociating a Product Item from a Special Service.
Associate a product item to a special service
You can associate a Product Item to a Special Service to indicate the relationship between the product item and the special service. For example, Gift Wrapping can be an assigned as the special service for a product item Book. For the special service, you can define the required skill sets.
Modify the details of a special service associated to a product item
You can modify the details of the associated special service, such as the service quantity required for a specified quantity of the item and the skill sets required for the service.
Dissociate a product item from a special service
When you dissociate a product item from a special service, the associated service skills are also dissociated from the item.
Managing a product item for a value added service
Managing a Product Item for Value Added Services such as a Kitting Service, DeKitting Service, Compliance Service, and Inventory Change Service involves, associating a Product Item to a Value Added Service, modifying the details of a Value Added Service associated to a Product Item , and dissociating a Product Item from a Value Added Service.
Associate a product item to a value added service
You can associate a product item to the Value Added service to indicate if the item can be picked up from the customer's location in case the customer wants to return the item.
Modify the details of a value added service associated to a product item
You can modify the details of the Value Added service, such as the service quantity required for a specified quantity of the item and the skill sets required for the service.
Dissociate a product item from a value added service
When you dissociate a product item from a Value Added service, the associated service skills are also dissociated from the item.
Managing an asset for a service
Managing an asset for a service involves, adding an Asset to a Service, modifying an Asset for a Service, deleting an Asset from a Service, and localizing the Fields in Sterling Business Center.
Add an asset to a service
Assets are electronic media objects that you associate with items, categories, attributes, and attribute values. Asset types include images, video, audio, and text files.
Modify an asset for a service
You can choose to modify the short description and description of an asset. You can also modify the location of the server, asset type, and the name of the file in which the asset is created.
Delete an asset from a service
You can delete an asset from a service if you do not want any of the electronic media objects to be added to the service.
Create a service in Sterling Business Center
You can create many different services in Sterling Business Center. For example, you can create a Delivery, Return Pickup, or Value-Added Service.
Delete a service in Sterling Business Center
You can delete an existing service that is no longer required. However, you can delete a service only if it is in Held status.

Parent topic: Sterling Business Center item administration