B2C User Role Matrices
The IBM Sales Center user role matrices in a B2C store.
| 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 |