Granting user roles for HCL Customer Service for HCL Commerce

Customer service representatives must be assigned specific user roles before they can access the Customer Service page and begin resolving common customer issues and submitting customer orders.From the Customer Service page, a customer service representative or customer service supervisor can support or assist customers. Additionally, a customer service representative can act on behalf of a Buyer Administrator to complete some B2B tasks.

Procedure

  1. Open the Organization Administration Console.
  2. Click Access Management > Find Users.
  3. Search for the user you want to update. After you locate the user, click the check box that is next to the user, and then select Roles.
  4. Assign the following roles to a customer service representative or customer service supervisor:

    Granting user roles
    Role Assign to the following roles
    Customer service representative Consumer direct (B2C)
    • Registered Customer - Extended Sites Seller OrganizationAuroraESite (Extended Sites Seller Organization)
    • Customer Service Representative - Extended Sites Seller OrganizationAuroraESite (Extended Sites Seller Organization)
    B2B direct
    • Registered Customer - Extended Sites Seller OrganizationAuroraB2BESite (Extended Sites Seller Organization)
    • Customer Service Representative - Extended Sites Seller OrganizationAuroraB2BESite (Extended Sites Seller Organization)
    Customer service supervisor Consumer direct (B2C)
    • Registered Customer - Extended Sites Seller OrganizationAuroraESite (Extended Sites Seller Organization)
    • Customer Service Supervisor - Extended Sites Seller OrganizationAuroraESite (Extended Sites Seller Organization)
    B2B direct
    • Registered Customer - Extended Sites Seller OrganizationAuroraB2BESite (Extended Sites Seller Organization)
    • Customer Service Supervisor - Extended Sites Seller OrganizationAuroraB2BESite (Extended Sites Seller Organization)
    Note: Customer service representatives and customer service supervisors have equal storefront privileges by default.

Results

The next time a customer service representative or supervisor logs in to the storefront, they are directed to the Customer Service page. The Customer Service link is displayed in the navigation bar at the top of the page.