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Customer Service Portal

The customer service portal provides a gateway to all your orders from any e-commerce store. Having all your representatives manage orders in a custom portal reduces traffic to the shopping cart application, as well as reducing the complexity of managing roles and permissions for the shopping cart back-end.

The flexibility of a message queue centered order fulfillment center offers the ability to automatically route new orders, customer feedback messages, or return merchandise authorization (RMA) requests to any 3rd party system or to the internal ticket system allowing for human review.

The Magento connector is distributed as a separate file and is required to make the customer service portal talk directly to magento.

Benefits include:

  • Reduced workload on the main Web server by keeping staff off of Magento pages
  • Record locking, allowing multiple support staff to process orders concurrently
  • Translate Web store part numbers into ERP part numbers (if needed)
  • Export orders in CSV, XML, or EDI format for importing into ERP
  • Spot fraudulent orders *before* they hit your payment gateway
  • Manage orders, RMAs, even customer feedback from one interface

Download

Click to download nifty-customer-service-0001.tar.gz
Click to download metrof_adminrest_magento_001.tar.gz

Installation Instructions

In order to connect this customer service portal you will need to download the file metrof_adminrest_magento_001.tar.gz.

  1. Download the CSP package.
  2. Extract the modules/custserv directory into your cognifty modules folder.
  3. Extract the template/custserv directory into your cognifty templates folder.
  4. Run all the SQL files in the modules/custserv/setup/ folder.
  5. Change the modules/custserv/config.ini to match the installation of your Magento store.

Configure Cognifty Defaults

  1. Edit boot/default.ini and make "custserv" your default module.
  2. Edit boot/template.ini and make "custserv" your default.name.

Post-installation Configuration

  1. Login to the admin panel of cognifty.
  2. Create a message queue named "cserv/NewOrders" (without the quotes).
  3. Create a message queue named "cserv/ApprovedOrders" (without the quotes).

Screenshot

Latest screenshot of order page:
Outdated screenshot of order page: