Customer Service using IBM Sterling Store Engagement (Next-gen) – 6F132GSPVC

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Course Code: 6F132G Brand: Sterling Order Mgmt & Fulfillment Category: Supply Chain Skill Level: Basic Duration: 3.5H Modality:SPVC      Audience


Store Associates 

  Prerequisites


The audience for this course must have a basic understanding of the IBM Sterling Order Management solution concepts and a basic understanding of Sterling Store Engagement (Next-gen) concepts.

  Short Summary


This course explains the how Store Associates use the capabilities of IBM Sterling Store Engagement (Next-gen) offering. Course includes video demonstrations and hands-on exercises.  Overview


Course 6F132G covers the customer service management activities that store associates perform routinely. Students learn how to create and update customer orders, process customer appeasements, process returns and exchanges, using IBM Sterling Store Engagement (Next-gen). The course includes demonstrations of key tasks to simulate real-world store operations. Additionally, the course provides a lab environment with hands-on exercises to practice the tasks required for the customer service agents. 

  Topic


  • Customer service (store associates) capabilities of Sterling Store Engagement.
  • IBM Sterling Store Engagement user interface
  • Products search
  • Customer information search
  • Create and update orders
  • Returns and exchanges processing
  • Customer appeasements processing
  • Store rules for pickup and drop-off
  • Limits for store areas

  Objectives


After completing this course, students should be able to:

 

  • Discuss customer service (store associates) capabilities of Sterling Store Engagement.
  • Navigate the IBM Sterling Store Engagement application and understand its functionalities.
  • Search for products, orders, and customer information
  • Create and update orders
  • Process returns and exchanges
  • Process customer appeasements
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