Oracle Commerce Cloud is among the best Ecommerce platforms available today to engage customers and boost conversions. It offers a fast and intuitive user experience, advanced search and merchandizing options, and a modern technical architecture that reduces reliance on your IT Department.

In this blog, we will discuss the important role played by the Oracle Commerce Cloud Service Agent. This module provides an easy way to resolve customer problems quickly and deliver highly personalized customer service with improved customer satisfaction.

OCC Service Agent can also be used by agents to place a new order, modify previously placed orders, placing partial orders, make or cancel payments, raise return requests as well as process order refunds for customers.

The OCC’s Agent console also provides an option to manage customer profiles and their personal information in their accounts on your E-commerce portal.

Here are the key features of the OCC Customer Service Center

User’s Creation and Role Assignment.

The Administrator can create a user manually and assign roles based on the business requirement. By default, one Administrator account will be provided with your Oracle Commerce Cloud Service instance. It allows users to access the Agent Console by creating Agent and Agent Supervisor roles.

To create a profile for an Agent Console user:

• User must log on to the Oracle Commerce Cloud Service dashboard with admin credentials
• Go to setting à Go to Access Control à Click New user
• Enter the user information and assign roles as per business needs.
• Click save to finish

Customer Search with Different Search Criteria

The Agent Console has an in-built search functionality available for finding customers in the system. This functionality enables agents to easily search for a customer’s account and support the sessions. Using the Agent console, you can edit customer profiles and their personal information like Name, DOB, Age, Current Address, etc.

The Agent console provides getMember Rest service (/ccagent/v1/organizationMembers/{id}) to get the profile information of a customer that is associated with an account from Oracle Commerce Cloud.

You can perform the search by using many user fields like:

• First and last name.
• Email
• Phone number.
• Zipcode etc.

Create a Customer Profile and Update Customer Information

Create Member. This Rest Service is used to create a profile in Oracle Commerce Cloud for a customer on his/her request by Support agents.

The Agent console provides updateMember Rest service (/ccagent/v1/organizationMembers/{id}) to update customer name, email, role, status and dynamic properties of a customer profile. It takes ‘shopperProfileId‘ as a property of the X-CCAgentContext object to check whether the customer is a logged in user or not.

Search for Customer Orders and Update Orders:

The OCC Console allows agents to check customers’ order status and extend sales support for customers by providing assistance to add products to customer shopping carts, completing orders, etc.

On the Order Search page, you can perform an order search by using the following fields in your system:

• Customers’ first and last name, email address, and phone number
• Order number
• SKU, product name, order status, and orders submitted previously in days
• For those companies that have implemented a multiple-site environment, the agent can also search for orders by site
• Account
• Approver
• Approvers have an option to approve or reject orders
• It provides getOrder Rest Service (/ccagent/v1/orders/{id}) and loads the order details from the repository. It maps all the required fields for order details.

New Order Creation

On behalf of the customers, the Support agents can also create a new order for any customer based on their requests.

The Agent console provides the given Rest Service to create new order; createOrder (/ccagent/v1/orders):

It can also perform the following operations for a customer:

• createOrder/
• priceOrder/
• preAuthorizeOrder/
• submitOrder/
• resendOrdersForFulfillment

The dynamic properties of the order can be added in the request using the key-value pair structure.

Once you click Place Order, the order data is immediately saved or persisted in the system to avoid situations where order data is lost when a third-party application (for example, a credit card system) is unavailable or on order failure. This functionality eliminates the need to re-do a failed order. Furthermore, the agents can complete an order which is already in progress.

Cancel an Order

You can cancel an order through the Agent Console as per the business needs.

If your business has implemented a remorse (order hold) period and the order falls within the designated time period, the order status would be set to Submitted for Fulfillment. However, the order can still be amended.

You are working with an order that has not been placed. In this case, delete all the items in the customer shopping cart. The status of the customer cart is returned to New from Complete.

If the order falls within the remorse period, the order status is still designated as Submitted for Fulfillment.

To cancel an order, complete these steps:

• Locate the order using the Order search feature and click the order link. The Order Details page appears.
• Click Cancel Order.
• (Optional) Enter a reason for cancellation.
• Click OK.

initiateCancelOrder: This Rest Service initiates the cancellation of an order.

Returns and Refunds

Using this section, the CSC agent should be able to process the returns and refunds for a particular order. The Agent Supervisor role has the exclusive permissions to complete the refund price adjustments and initiate refunds.

The Oracle Commerce Cloud system provides automatic refunds (handled directly for the credit card refunds, for example) and manual refunds (handled by the merchant).

Processing the returns as an agent involves the following phases:

• Obtaining the Agent Supervisor role to perform any refund price adjustments or to initiate a return.
• Creating the return request for the item or items to be returned.
• If an item has been designated as non-returnable (for example, personalized items or some food products), neither the shopper nor the agent can create a return request for that item or items.
• Accepting the items received from the customer and approving the Return Request.

To process and submit the initial return request:

• Complete an order search, and click the appropriate order number link to open the Order Details page.
• To continue with a return, the order must be in Fulfilled status. If you search by status, the following table shows the choices:

• Can click the Return History link on the Order Details page to review any past returns associated with this order.
• Click Return Items in Order Items section,  to create a return request for the order
• update quantity that customer wants to return
• Select the reason from the select menu.
• Click Calculate to show the amount of estimated refund for the return request.
• Once you complete the processing of the return items, click Submit to create a return request.

OCC Service Agent console provides the following Rest Services to process returns.

• getReturnRequest:  It gets the return request details for a given Return Request.

Path: /ccagent/v1/returnRequests/{id}

• initiateReturn:  It creates the return request based on the operation value. It gets a list of items from an order for which return request can be created with operation set as ‘initiateReturn

Path: /ccagent/v1/returnRequests

• receiveReturnRequest: It updates details of items received against a return request with operation set as ‘receiveReturns’.

Path: /ccagent/v1/returnRequests/{id}/receive

• searchReturns: It returns a list of return requests from the repository based on given search criteria.

Path: /ccagent/v1/returnRequests

• updateReturnRequest: It updates the return Request based on the receiveReturns/initiateRefund/adjustRefundAmounts/markManualRefund/markAsComplete value. Updates details of items received against a return request with operation set as ‘receiveReturns’.

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