Customer Service

The customer service feature allows users to create customer service requests and interact with customer support agents using messages. The feature is part of the Customer Service Module in SAP Commerce Cloud.

Users can access customer service on the composable storefront by logging in and navigating to Start of the navigation pathMy Account Next navigation step Customer ServiceEnd of the navigation path.

Users can perform the following actions:

  • Create a request.

  • View their requests.

  • Add messages and attachments to their requests.

  • Change the status of their requests.

Once a request is open, a customer support agent provides assistance using the Backoffice Customer Support Cockpit until the request is complete.

Requirements

Customer service requires SAP Commerce Cloud 2211, or newer.

The customerticketingocc Extension extension and its dependencies are also necessary.

Request Status

Both the customer and the customer support agent (CSA) can change the request status in their respective application software. Customers use the composable storefront, while CSAs use the Backoffice Customer Support Cockpit.

Available Statuses

This table presents the customer's action and the associated request status as it appears on the storefront.

Storefront Action

Status

Status Definition

Add

Open

A new request

Reopen Request

In Process

A request that's being handled

Close Request

Closed

A request that requires no further assistance

Enabling Customer Service

You can enable the customer service feature by installing the @spartacus/customer-ticketing feature library. For more information, see Installing Additional Composable Storefront Libraries.

CMS Components

Customer service is CMS-driven and consists of the following CMS components:

  • SupportTicketHistoryComponent

  • SupportTicketUpdateComponent

  • SupportTicketDetailsComponent

  • SupportTicketReopenComponent

  • SupportTicketCloseComponent

You can configure customer service by using SmartEdit to display the customer service components in the composable storefront, or you can manually add them to content slots using ImpEx.

If you’re using the spartacussampledata extension, the customer service components are already enabled. However, if you decide not to use the spartacussampledata extension, you can enable the customer service components through ImpEx.

Adding Customer Service CMS Components Manually

This section describes how to add customer service CMS components to the composable storefront using ImpEx.

You can enable the Customer Service link in the My Account drop-down menu with the following ImpEx:

INSERT_UPDATE CMSLinkComponent;$contentCV[unique=true];uid[unique=true];name;url;&linkRef;&componentRef;target(code)[default='sameWindow'];restrictions(uid,$contentCV) 

;;SupportTicketHistoryLink;Support Tickets Component Link;/my-account/support-tickets;SupportTicketHistoryLink;SupportTicketHistoryLink;;loggedInUser

You can enable the Support Ticket page and the Support Ticket Details page with the following ImpEx:

INSERT_UPDATE ContentPage;$contentCV[unique=true];uid[unique=true];name;masterTemplate(uid,$contentCV);label;defaultPage[default='true'];approvalStatus(code)[default='approved'];homepage[default='false'] 
;;support-tickets;support ticket page;AccountPageTemplate;/my-account/support-tickets 
;;support-ticket-details;Support ticket details page;AccountPageTemplate;/my-account/support-ticket 

INSERT_UPDATE ContentSlotForPage;$contentCV[unique=true];uid[unique=true];position[unique=true];page(uid,$contentCV)[unique=true];contentSlot(uid,$contentCV)[unique=true]  
;;BodyContent-support-tickets;BodyContent;support-tickets;BodyContentSlot-support-tickets 
;;BodyContent-support-ticket-details;BodyContent;support-ticket-details;BodyContentSlot-support-ticket-details

You can enable the support ticket components with the following ImpEx:

INSERT_UPDATE CMSFlexComponent;$contentCV[unique=true];uid[unique=true];name;flexType 
;;SupportTicketHistoryComponent;Support Tickets Component;SupportTicketHistoryComponent 

INSERT_UPDATE ContentSlot;$contentCV[unique=true];uid[unique=true];name;active;cmsComponents(uid, $contentCV) 
;;BodyContentSlot-support-tickets;Body Content Slot for My Account Support Tickets Page;true;SupportTicketHistoryComponent

You can enable the support ticket details components with the following ImpEx:

INSERT_UPDATE CMSFlexComponent;$contentCV[unique=true];uid[unique=true];name;flexType  
;;SupportTicketDetailsComponent;Support Ticket Details Component;SupportTicketDetailsComponent 
;;SupportTicketReopenComponent;Support Ticket Reopen Component;SupportTicketReopenComponent  
;;SupportTicketCloseComponent;Support Ticket Close Component;SupportTicketCloseComponent 
;;SupportTicketUpdateComponent;Support Ticket Update Component;SupportTicketUpdateComponent 

INSERT_UPDATE ContentSlot;$contentCV[unique=true];uid[unique=true];name;active;cmsComponents(uid, $contentCV) 
;;BodyContentSlot-support-ticket-details;Body Content Slot for support ticket details;true;SupportTicketDetailsComponent,SupportTicketReopenComponent,SupportTicketCloseComponent,SupportTicketUpdateComponent

Configuring Customer Service

You can configure the parameters of the customer service feature in the CustomerTicketingConfig file. The following example shows the configurable parameters for customerTicketing.

 customerTicketing: {
    attachmentRestrictions: {
      maxSize: MAX_SIZE_FOR_ATTACHMENT,
      allowedTypes: [
        '.pdf',
        '.txt',
        '.png',
        '.jpg',
        '.jpeg',
        '.gif',
        '.doc',
        '.docx',
        '.html',
        '.htm',
        '.zip',
      ],
    },
    inputCharactersLimit: MAX_INPUT_CHARACTERS,
    inputCharactersLimitForSubject: MAX_INPUT_CHARACTERS_FOR_SUBJECT,
    listViewPageSize: LIST_VIEW_PAGE_SIZE,
  },
The configurable parameters are defined as follows:

  • maxSize determines the maximum size of the attachment file in megabytes. By default, the limit is 10 MB.

  • allowedTypes is a string array that identifies the file types and extensions that can be uploaded as attachments.

  • inputCharactersLimit refers to the number of characters allowed in the message field when creating, reopening, or closing a request. Messages also have that same character limit.

  • inputCharactersLimitForSubject refers to the number of characters allowed in the subject field when adding a new request.

  • listViewPageSize specifies the number of requests displayed at once in customer service. By default, customers view a maximum of 5 requests. If there are more than 5, customers view their requests as a paginated list on the Customer Service page.

Extending Customer Service

No special extensibility is available for this feature.

Related Information