Order lookup custom tool

Matthew LaBarge

We are seeking information on whether anyone has developed a workflow or widget to accomplish the following tasks. We recently transitioned from A+ to CSD, and in just two weeks, we've received numerous inquiries about why certain orders haven't been processed, specifically in terms of:

 

A: Shipment

B: Invoicing

C: Printed to TWL

 

These are just a few examples, but all relevant information is available if you know where to find it. Our objective is to create a widget or possibly use a Coleman integration with Microsoft Teams, allowing the customer service team to request order details and receive pre-defined responses based on automated lookups. Here's an example scenario:

 

Customer service uses the tool to check the status of order XX. The widget performs predefined checks and returns results based on its queries. Examples of such checks include:

 

Is the order fully tendered? (Yes/No)

Is the order set to ship complete? (Yes/No)

 

 

Has anyone gone down this path or use any specific tools to assist employees?

Aaron Roma

I'm just going to throw out some random thoughts here. 

The way we've handled things like this is with dashboards setup in our BI tool.   In our case it's a 3rd party tool, but probably could be done in Birst too.   Basically it's a dashboard where a rep logs in and see a list of his orders that may need attention... orders that haven't shipped, amongst other criteria.

You could also do something like this in a widget too.  Similar to some of the widgets on the CSR Workspace, where it would show a list of orders that might meet certain criteria.

Now, more to your scenario, if you want to them query about a specific order, it wouldn't be too difficult to develop widget that allows a user to input an order, and return information on that order.  It's all about the APIs (More on this in a min).

You could also develop a Colman skill to do this.   Coleman skills are essentially you specify a question (i.e. What is the status of order XXX), then you take the value of XXX and pass it to an API call, and return results from the API call.

Coleman does have built in integration to Teams, so once the skill is developed, you can ask the questions via Teams.

Now, one of the biggest issue you may have, would be finding the right API call to return the data you need to answer the question.  (No matter if it's a basic widget or a Coleman skill.)   There may be a chance you can't find all the data with one API call.  This can be where an API flow comes into play.   With an API flow, you're essentially creating a custom API call.   Behind the scenes, you would make multiple API calls, data manipulations, scripting, then return you're combined / manipulated results as the results of this "custom" API call.