Connect B2C Commerce, Salesforce Commerce, and Service Cloud
Learning Objectives
After completing this unit, you’ll be able to:
- List the benefits of connecting commerce and service.
- Describe what happens when you process a return.
- Describe what happens when you process a cancellation.
Bridge the Gap Between Commerce and Service
Now that you know how Salesforce Order Management can help you manage and fulfill orders more efficiently, what’s next? What happens when a customer contacts you with a question about an order? Can your service agents access the same information as your order management team?
The answer is yes, they can. Because Salesforce Order Management natively supports Service Cloud, your service agents can see all the same order information that your order management team sees. With Salesforce Order Management, your service agents no longer have to log in to external systems to access order information—they can access order summary records directly from the Service Console.
According to the fourth edition "State of Service" report, 79% of service professionals say it's impossible to provide great service without a complete view of customer interactions.
What does this all mean for your service agents?
- Service agents can locate a customer account and view the customer’s order history in the Service Console—without switching over to the Order Management Console.
- Service agents can use customized workflows to automatically associate a case with a customer’s order summary.
- Service agents can see all order information in one place, making it easier to respond to customer questions and process cancellations and refunds.
Salesforce Order Management helps you to bridge the gap between B2C Commerce, B2B Commerce and D2C Commerce, and Service Cloud by giving your service agents a single view of order and service history. Let’s see how this works.
Empower Service Agents with Information
Because your service agents can access order summaries directly from the Service Console, the order information they need is always at their fingertips.
Your service agents can still communicate with customers in any channel and they are free to manage their interactions in a familiar workspace—the Service Console. But, they can now handle customer requests more quickly because they no longer need to switch back and forth between multiple systems to find the information they need.
When a customer contacts a service agent with a question about an order, the agent accesses the customer’s account record directly in the Service Console. The account record shows the customer’s order history. This makes it easy for the agent to locate the customer’s order information. The agent can then open the appropriate order summary directly in the Service Console.
The agent now has all the customer’s order information in view. From here, the agent can answer questions about order products and charges, authorized and captured payment amounts, fulfillment statuses, shipping information, and more.
Process Service Requests
In addition to accessing order summaries to answer customer questions, service agents can also process cancellations, discounts, reshipments, returns, and refunds by using links in the Actions & Recommendations section on the Order Summary page.
Cancel an Item: A service agent can process a cancellation for order items that haven’t been allocated or fulfilled.
When an agent cancels an order item, Salesforce Order Management:
- Creates a change order for the cancellation.
- Updates the order product totals and order product quantities on the order summary.
Discount an Item: A service agent can process a discount or price adjustment for order items before the items are allocated or after they are fulfilled.
When an agent discounts an order item, Salesforce Order Management:
- Creates a change order for the discount.
- Updates order product totals on the order summary.
Reship an Item: A service agent can process a reshipment to replace fulfilled order items that were missing from the original shipment or lost by the carrier during shipment.
When an agent reships an order item, Salesforce Order Management:
- Creates a reship fulfillment order.
- Ships the order item at no additional cost to the shopper.
Return an Item and Issue an Immediate Refund: A service agent can process a return and issue an immediate refund for order items after the order items are fulfilled.
When an agent processes a return with a refund, Salesforce Order Management:
- Creates a change order for the return.
- Updates the order product status and order product totals on the order summary.
- Creates a credit memo to reconcile the refund amount with your financial management system.
Return an Item and Track the Return with a Return Merchandise Authorization (RMA): A service agent can process a return by creating an RMA for order items after the order items are fulfilled. The RMA lets the agent track the return and verify the quantity and condition of returned items before issuing a refund.
When an agent creates an RMA, Salesforce Order Management:- Creates a return order to track the return.
When an agent closes an RMA after the order items are received and verified, Salesforce Order Management:
- Creates a change order for the return.
- Updates the order product status and order product totals on the order summary.
- Creates a credit memo to reconcile any refund amount with your financial management system.
These service processes are all powered by flows. You can work with the service team to modify these flows to meet your business requirements. For example, you can add steps to the return flow to handle charges for return shipments.