Legacy platform

Pulling a customer cart

If a shopper creates an order and needs help in the Commerce Store Front, the CSR at the Call Center can pull the shopper's active cart and complete the order for the customer.

Procedure

  1. Log in to Sterling™ Call Center. The Home screen opens.
  2. Go to the Customer Details screen by using the following steps:
    1. In the Related Tasks panel under Customer, select Customer Search. The Customer Search screen opens.
    2. Enter the appropriate search criteria and click Search. The matching results are displayed.
    3. Select the customer from the Search Results. The Customer Details screen is displayed.
  3. In the Customer Details screen, click the Carts tab.
  4. In the Carts tab, click Pull Cart for the cart that the customer needs help with.
    • If you have access to more than one enterprise, select the appropriate enterprise from the Enterprise drop-down menu.
  5. Follow the order creation wizard to complete the order.