Assisted Service Module

The Assisted Service Module (ASM) allows customer support agents (CSAs) to access the same storefront view their customer uses and provide real-time customer support.

Binding an Anonymous Cart to a Customer Account

Customer support agents (CSAs) can use the Assisted Service Module (ASM) to assign anonymous storefront carts to existing customer accounts.

Context

Using the ASM, CSAs can bind an anonymous cart to an existing customer account, in the event that a customer has already added the items they want to purchase to their cart, but forgot to log in beforehand.

Procedure

On your own computer, log in to the storefront and add the ?asm=true parameter to the storefront URL in the address bar to activate the Assisted Service Module.

The ASM panel opens.
In the ASM panel, log in using your asagent credentials.
Specify the customer's name or email in the Customer field.
Select Start Session.
Specify the number of the anonymous cart in the Cart Number field.

You see an emulation of the anonymous cart.
Select Assign Cart to Customer.
Note
There are several restrictions to keep in mind when binding an anonymous cart to a customer account:
- A customer can only have one cart.
- If the customer already has an active cart, you have the option to replace the active cart with the anonymous cart. Choosing to replace the active cart with the anonymous cart overrides the active cart. The previous active cart is then saved as a saved cart.
- There is no possibility or need to bind a cart to an account if the cart is already bound to an account.

Results

The cart is bound to the customer account. The customer can now see that the items they added to the anonymous cart before logging in are bound to their account.

Customer List

The customer list is a configurable list framework that allows customer support agents working in the ASM to view a list displaying information about the customers assigned to them.

Customer support agents (CSAs) working in the ASM can view various customer lists based on different attributes. The customer records within the customer lists contain deep links that, when selected by the CSA, navigate to their respective pages, such as the customer's profile or order page.

The following customer lists are available by default:

Customer List Name	Description
Current In-Store Customers	Displays a list of customers that are currently in-store or in different places within a store as detected by one or multiple hardware devices so that a CSA can review a customers profile and approach the customer prepared. By default the customer data is mocked, however in a real life implementation, this data comes from a single, or multiple, physical in-store IoT devices.
Pick-Up In-Store Customers	Displays a list of customers who bought online and are picking their orders up in-store so a CSA can prepare their order.

Customer List Name

Description

Current In-Store Customers

Displays a list of customers that are currently in-store or in different places within a store as detected by one or multiple hardware devices so that a CSA can review a customers profile and approach the customer prepared.

By default the customer data is mocked, however in a real life implementation, this data comes from a single, or multiple, physical in-store IoT devices.

Pick-Up In-Store Customers

Displays a list of customers who bought online and are picking their orders up in-store so a CSA can prepare their order.

By default, the customer list includes columns for the customer's name, email address, and phone number. That said, the customer list is an extensible framework, meaning you can configure the columns that display. For more information, see Configuring the Customer List.