Knowledge Base

Welcome to the SmarterCommerce documentation portal

What can we help you find?


Search and Learn about Unified Commerce and Our SmarterCommerce Solutions

Call Management Processing Flow

During the call management flow, JD Edwards users can link inbound phone calls to a specific address book customer or SmarterCommerce consumer.  When you enter call information for a customer or consumer, one can relate that information to a specific set of products or sales order while additionally creating follow-up tasks that can be executed by users within your organization.

The following illustrates this process. 

  1. Customer or consumer calls into the call center to speak with a Customer Service Representative

  2. JD Edwards user searches history of calls placed by customer or consumer

  3. User adds new call for customer/consumer detailing call notes

  4. User references products of concern or related original sales order to call notes

  5. User assigns task as a follow-up with customer

  6. User follows up and closes open task

Bring It All Together

We bring together digital commerce, retail and call center channels with a united approach that leverages the power of onmi-channel while prioritizing JD Edwards connectivity.