Customer Service Use Case
How customer service teams can use the Staff extension to help customers place orders, fix cart issues, and answer account-related questions without giving out customer passwords.
Scenario
- Team: Customer service agents
- Goal: Resolve issues quickly while keeping a clean audit trail (who did what, for which customer)
Typical Workflow
1. Identify The Customer
Use Customers (assigned customers) or Search (depending on your configuration):
- search by name / email
- search by external customer id (optional configuration)
2. Login As Customer (Impersonation)
- Open the customer record
- Use the customer login action (tooltip: Login to this account)
- A customer-context banner may be shown (theme-dependent)
- After finishing, click Logout from current customer
Use cases:
- reproduce checkout problems
- apply a one-time discount by editing cart item price (if enabled)
- place an order for a customer on the phone
3. Document What Happened
Recommended:
- add a short customer comment/note (if enabled)
- reference the order number if you placed an order
Recommended Configuration
- Access All Customers for support agents (or assign only support customers)
- Not allowed handles: block sensitive pages that support should not access (example: password change)
- Session lifetime: increase to avoid logouts during longer calls
Common Pitfalls
- If staff cannot see customers: check customer group restrictions and website assignment.
- If impersonation fails: check assignment/access rights, account status, and active scope configuration.