B2C User Role Matrices

The IBM Sales Center user role matrices in a B2C store.

Table 1. B2C user role matrices
Tasks Customer Service Representative Customer Service Supervisor
File
Logon Yes Yes
Logoff Yes Yes
Change Password Yes Yes
Preferences Yes Yes
Exit Yes Yes
Store
Select Yes Yes
Clear Yes Yes
Summary Yes Yes
Select Language Yes Yes
Customer
Create Yes Yes
Find View only access View only access
Edit Yes Yes
Add CSR Comment Yes Yes
Edit CSR Comment (CSR cannot edit others) Yes Yes
Delete CSR Comment (CSR cannot delete others) Yes Yes
Add Customer Comment Yes Yes
Edit Customer Comment(CSR cannot edit others) Yes Yes
Delete Customer Comment(CSR cannot delete others) Yes Yes
View Comments View only access View only access
Enable Customer Yes Yes
Reset Password Yes Yes
Order
Create Yes Yes
Create from existing Yes Yes
Create quote from order Yes Yes
Clear Yes Yes
Edit Yes Yes
Quick Find View only access View only access
Advanced Find View only access View only access
Block Order Yes Yes
Resolve Block (CSR cannot resolve automatic block) Yes Yes
Shipping Address (Add/Change) Yes Yes
Price Override Yes Yes
Override Shipping Charge Yes Yes
Place (Create) guest order Yes Yes
View Order Change History View only access View only access
Add Order Comment Yes Yes
Returns
Create Yes Yes
Edit Yes Yes
Clear Yes Yes
Find (Quick and Advanced) Yes Yes
Approve No Yes
View Receipts Yes Yes
Product
Quick Find View only access View only access
Advanced Find View only access View only access
Details View only access View only access
Inventory View only access View only access
Compare View only access View only access
Quote
Create Yes Yes
Create from existing Yes Yes
Create order from quote Yes Yes
Clear Yes Yes
Edit Yes Yes
Quick find View only access View only access
Advanced find View only access View only access
Block Quote View only access View only access
Resolve Block No Yes
(Add/Change) Shipping Address Yes Yes
Price Override Yes Yes
Add quote Comment Yes Yes
Ticklers
Create Yes Yes
Work On Yes Yes
Assign (CSR can assign tickler only when the CSR creates the tickler) Yes Yes
Filter Tickler Yes Yes
Refresh Tickler Yes Yes