Scenario: shopper calls a customer service representative (CSR)

When a shopper calls a Customer Service Representative (CSR), a series of events occur in HCL Commerce, Sterling Order Management, and IBM Sterling Call Center.

Scenario: CSR places an order, or modifies, or cancels an order

In this scenario, the CSR places an order, or modifies or cancels an order that was previously placed through the storefront. The order number is required to retrieve the order.

Note: Because HCL Commerce does not support self-service, orders cannot be modified or canceled through the storefront.
  1. The shopper calls the IBM Sterling Call Center and requests to place, change, or cancel an order.
  2. The customer service representative retrieves the existing order, if any, by the order number or by customer email ID.
    Note:
    • HCL Commerce order numbers must be prefixed with "WC_" when searching by order number.
    • Because customer databases are not synchronized between HCL Commerce and Sterling Order Management, the customer’s complete order history is not available.
    • When an order contains multiple billing addresses, IBM Sterling Warehouse Management System Business Intelligence shows the address associated with the credit card payment type only.
  3. The changes are made and the order is priced from HCL Commerce. For details, see the topic "Pricing for an order created by a CSR" in the Sterling Order Management InfoCenter.
  4. The customer service representative processes the request and one of the following events is raised:
    • If the customer service representative places an order, the DRAFT_ORDER_CONFIRM.ON_SUCCESS event is raised.
    • If the customer service representative changes the order, the ORDER_CHANGE.ON_SUCCESS event is raised.
    • If the customer service representative cancels the order, the ORDER_CHANGE.ON_CANCEL event is raised.
  5. HCL Commerce Order processing continues with the SCWC_SDF_createOrderOnSuccess flow.
  6. The order process (exclusive of pricing) is complete.

Scenario: CSR pulls the shopper's cart

In this scenario, the CSR pulls the shopper's cart at the shopper's request. The CSR can complete the order by adding items to the cart, modify the cart, cancel, or delete the order.

  1. The shopper calls the IBM Sterling Call Center and requests a change to the shopper's cart.
  2. The CSR searches for the shopper's cart by clicking the Cart tab on the Customer Details page for the shopper. IBM Sterling Call Center calls the SCWC_SDF_GetCartList service on HCL Commerce. The service takes the customer ID (or member ID) as input and uses this information to retrieve the list of active carts for the shopper. Only one cart can be active for a shopper at a time. HCL Commerce returns the active cart through the SCWC_SDF_GetCartList service.
  3. The CSR pulls the cart by clicking the Pull link in the Cart tab. IBM Sterling Call Center calls the SCWC_PullCart service, which invokes the following services:
    • SCWC_SDF_GetCartDetails service on HCL Commerce. This services retrieves details about the cart.
    • createOrder service. This service persists cart details in IBM Sterling Call Center as a draft order and opens the Create Order wizard. The CREATE_DRAFT_ORDER.ON_SUCCESS event invokes the SCWC_SDF_LockWCShoppingCart service, which locks the shopper's cart in HCL Commerce. The shopper is not allowed to perform actions on the cart in the storefront. The Create Order wizard calls the getCompleteOrderDetails API to populate the order details and the API calls YCMGetItemDetailsUE to retrieve item details for items in the cart.
  4. The CSR completes the check-out process by adding items to the cart or modifying the cart. A confirmation message for a successful draft order is sent to HCL Commerce, which marks the cart as complete.

    If the CSR cancels or deletes the order, the ORDER_CHANGE.DELETE_ORDER event is called, which invokes the SCWC_SDF_UnLockWCShoppingCart service. The cart is released in the storefront where the shopper can update or modify the cart.