Questions arising from Webtools demo

[Former Member]

Hi,

I gave a customer a demo of Webtools yesterday and they a had a few questions that I didn't know the answers to. I'm not a developer so these might be really basic to most of you. They want to use the eCommerce service area as a helpdesk. I'm hoping that I can get some more information on here or some pointers in the right direction, so here goes...

u2022 Can you attach a file to the u2018My Equipmentu2019 records e.g. a software license file so that the external customer can download it?

u2022 When an activity is assigned to another user in Webtools is the new assignee alerted and does it go into the new assigneeu2019s calendar in SBO?

u2022 Can you use predefined text in the Service Ticket / Edit / u2018Enter a message describing your changesu2019 with u2018Send Replyu2019 Checkbox ticked?

u2022 Can an external customer accept a quote online and promote it to a Sales Order or does this have to be done by an internal user?

Any other pointers on the limitations/benefits others have encountered when using webtools in this scenario would also be helpful.

Thanks in advance,

Tracey

[Former Member]

Q: Can you attach a file to the u2018My Equipmentu2019 records e.g. a software license file so that the external customer can download it?

A: The merchant can attach any kind of file to the item itself which can be downloaded by the shopper when viewing the item detail on the storefront

Q: When an activity is assigned to another user in Webtools is the new assignee alerted and does it go into the new assigneeu2019s calendar in SBO?

A: There is no alert sent. The activity shows on the other users calendar in B1

Q: Can you use predefined text in the Service Ticket / Edit / u2018Enter a message describing your changesu2019 with u2018Send Replyu2019 Checkbox ticked?

A: There's no where to add canned text to be chosen with a dropdown or other option.

Q: Can an external customer accept a quote online and promote it to a Sales Order or does this have to be done by an internal user?

A: Internal User only. Future development may include the ability to email a completed quote.

[Former Member]

Q: Can you attach a file to the u2018My Equipmentu2019 records e.g. a software license file so that the external customer can download it?
A: The merchant can attach any kind of file to the item itself which can be downloaded by the shopper when viewing the item detail on the storefront

If you are selling a download, there is a tab under details in the administration that allows you to attach a downloadable file that the customer will receive a link to on their invoice. The customer can return to order history at any time to re-download the file.