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

Enrol Details

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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