A user may be a call centre user for a company that has multiple departments. eg. Departments of Homeware, Men's clothing, etc.
If each department was set up as separate call centres, then different assortments can be configured for each call centre/department.
then rules can be enforced by the system to ensure that the sales order can only include items for one department/call centre on it.
Comments
We're also pretty keen for this. We've done a customisation that addresses first requirement, so a user can toggle between call centres.
We'd really like to see the second suggestion, as if the user forgets to change call centre before starting to create the order, they have to stop order creation, change call centre, start over again with creating order.
Being able to change call centre in-flight, at least on the Create sales order form or also, if you discover your mistake late, in the main Sales order form, would make a huge difference to these users.
Category: Call Center app
This is indeed very much needed, as more and more B2B customers are exploring the call center functionalities. I find this need in every project I am involved, so please consider to re-preoritize this quite simple feature.
It would be sufficient in my perspective to have a drop down which allows you to chose for which call center the sales order should be created when the user presses the "new sales order" button in the customer service form.
Use cases additional to the one mentioned in the initial idea:
- backoffice users for B2C stores which are handling complaints need to create sales orders and/or return orders via different call center channels within one legal entity, so that the financial dimensions and prices/discounts and modes of delivery apply properly
- backoffice users for B2B stores may operate on different legal entities, and therefore need to be assigned to at least one callcenter per legal entity (again to handle the prices, discounts and modes of delivery)
- provide different financial dimensions (which are tied to the call center) by simply choosing the right call center
Category: Call Center app
Administrator on 3/30/2023 5:21:36 PM
Thank you for the product suggestion! This idea is aligned with the product vision and we will love to provide this capability out of the box. However, we do not have a planned release timeline as of now and hence marking it as Declined (please read this as Postponed).