Order creation

You can create a sales order by using the IBM® Sterling™ Call Center application.

Create orders
Users can call the call centers or approach stores to place an order. In such situations, users must be able to gather customer and product details and create an order.
Capture addresses
Customer's addresses are required to create, modify, and fulfill an order. Therefore, the user must be able to capture valid addresses for multiple purposes.
Browse and view products
Customers can request the call center users to provide details of a product that they plan to purchase. In such situations, users must be able to browse products and view the details.
View product details
A user must able to access the complete details of a product to provide accurate information to the customer.
Add related products
Select a product variation
A customer can ask for variations of products such as T-shirts, in terms of size and color. In such situations, a user must be able to view the allowed variations and help the customer identify the appropriate product.
Override price of a product
Customers can quote a competitive price while placing an order for certain products. In such situations, a CSR lead must be able to override the price of a product.
Search for stores
Customers prefer to pick up their products from the nearest store when placing an order. In such cases, the user must be able to select a store that is closest to the customer's location.
Select gift options
Sometimes customers might want products to be delivered as gifts. In such situations, users must be able to select the appropriate gift options while capturing the order.
Add payment methods
A customer can prefer to pay for an order by using different payment methods or redistribute charges across multiple payment methods. In such cases, a user must be able to add payment methods to the order.
Apply coupons or promotion codes
Sometimes, products are associated with promotions. Users must be able to apply promotions to the products in an order and confirm the final amount that the customer must pay to fulfill the order.
Product validation
Products must be validated before they can be added to the order.
Order validation
When an order is captured by Application Server, it needs to be verified as a valid order that can be paid for, sent to the correct address, and is the order that the customer meant to enter in the front-end system.

Parent topic: Introduction