Salesforce B2C Commerce 24.7 > Customer Service Center

Hand Off a Basket to an Agent

A registered customer's active basket can be handed off to an agent in Customer Service Center. The agent can then add or update the cart with new items, apply discounts, and then return the basket back to the customer to complete the checkout process via the merchant's storefront. The agent must have the necessary permissions.

  1. Select site > Merchant Tools > Ordering > Customer Service Center.
  2. Click Find Customer.
  3. To find a customer, enter a portion of the customer's name, and then select the customer.
  4. To access the registered customer's active basket, click the Baskets tab.
  5. From the Customer Detail page, click the active storefront basket.
    The customer's order page opens with the customer's basket items prepopulated.
  6. (optional) Add, update, or remove items from the basket.
  7. (optional) Add promotions to the basket.
  8. (optional) Based on granted permissions, apply manual price adjustments to the items, shipping, or the order.
  9. (optional) Hand off the basket back to the customer to complete the order.

Infocenter Retirement: On June 30, 2023, the Infocenter was retired, and documentation currently hosted on the Infocenter will be published to Salesforce Help, Commerce Cloud Developer Center, and Salesforce B2C Commerce Developer Documentation Resources. For more information, see the release note.