Process: Manage customer care queue

 

Flow

Legend

 

Description

Allow Customer Service Supervisor to manage the customer care queues for a store

 

Objective

The objective of the process is to allow the Customer Service Supervisor to manage the customer care queues for a store.

 

Features

-- Customer Service Supervisor can create a new customer care queue for a store

-- Customer Service Representative can update a customer care queue for a store

-- Customer Service Representative can delete a customer care queue for a store

-- Customer Service Representative can assign Customer Service Representatives to a customer care queue for a store

 

Edition

Professional, Enterprise

 

Tasks

Task	Description	Role
Assign CSR to queues	Customer service supervisor can assign customer service representatives to a store's customer care queue using the WebSphere Commerce Accelerator.	Customer Service Supervisor
Create customer care queues	The customer service supervisor can create a customer care queue for the store using the WebSphere Commerce Accelerator.	Customer Service Supervisor

 

Business artifacts

• CSR assigned queues
• Customer service plan
• Default customer care queue
• Multiple customer care queues

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