Introduction

Oracle’s ATG Web Commerce Customer Service streamlines customer service and integrates all customer touchpoints to help you increase customer satisfaction and loyalty, while reducing the cost of customer service. With faster problem resolution and a personalized, consistent experience across multiple channels, you can deliver the best possible customer service and drive repeat business to your Web commerce site. ATG Web Commerce Customer Service includes a range of tools—integrated customer service, knowledge and incident management, and Web self-service— that empower both contact center agents and site visitors to resolve issues and complete transactions.

Prerequisties

Strong background in configuring ATG applications, including experience with Java, JavaServer Pages, and J2EEWorking knowledge of HTML, XML, and object-oriented programmingExperience
working with and extending the Oracle ATG Web Commerce environment.

Course Content

1. Introduction

• Commerce Service Center (CSC) functionality and feature overview
• Call tracking

2. Working with Customers

• Finding registered customers
• Linking customers to tickets
• Creating new customer accounts
• Editing existing customer information
• Responding to customers by email

3. Working with Orders

• Order status
• Finding existing orders
• Creating new orders
• Editing orders

4. Processing Returns and Exchanges

• Initiating returns
• Initiating exchanges
• Processing returned merchandise

5. Working with Gift Lists and Wish Lists

• Creating gift lists
• Adding items to lists
• Purchasing from lists