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 |