Assisted Service Module | Hybris Academy

ASM Overview

Assisted service module helps the customer support team to work on the issues related to customer by utilizing the same omnichannel stores which are used by the customers. Customer support team can have virtual session with the customers and work on the different issues by using the ASM module. Customer support team can also create a new account on behalf of the customer by using the ASM.

Assisted Service Module (ASM) typically refers to a system or software component designed to assist users or customers in various service-related interactions, especially in a business or customer service context. These modules are often used to streamline and enhance the customer experience by providing support, information, or guidance through automated or semi-automated means

ASM Features

ASM allows the customer support team to work on the different issues which are related to mainly following features:

1) Improved customer support : ASM provides the facility to the customer that they can connect with customer support executive and get real time support on the same storefront what customers are using. Customer support team can help the customer with the rest of customer order journey or any other work flow where customer is not able to proceed. Following are some of ASM customer support features:

Sales support : Customer support agent can help customer in the product catalog, cart and checkout flow , adding product in cart, configure product and complete the order journey.
Emulating customer session: Customer support agent can search the customer from the customer list and all the available cart related to the customer. They can take the control of the customer session and cart and can help the customer to go to the next steps.
Attach anonymous cart to the customer account: Customer support agent can bind the anonymous cart to the customer account.
Creating account for the Customer: Customer Service agent can help the customer virtually to create an online account.
Providing support for the B2b customer: ASM provides the capability of supporting the Business customer in the My Company area.

2) ASM additional information framework: ASM provides the feature of customer 360 view which helps the customer support agent to provide the better support for the customer in real time. Following are the features of additional information framework.

Customer 360 view: Customer 360 model view opens the customer 360 modal view. This provides the personalized information of the customer to agent and agent can support the customer in more efficient way.
Customer list : Agent can search the list of the customer from the ASM header very easily.
Collapsible header: Collapsible header provided by ASM helps the agent to view the page fully without any issue, no ASM part will be overlapping on the page or any other functionalities of the page.

ASM Add On Installation

We can install the ASM functionality by utilizing the the assistedservicestorefront AddOn. Following are the steps to achieve this:

Step 1: Add the following assistedservicestorefront AddOn entry to the localextensions.xml file in the config folder.

Step 2: Go to the hybris/bin/platform folder and run add on install command.

ant addoninstall -Daddonnames="assistedservicestorefront" -DaddonStorefront.yacceleratorstorefront=<your_storefront>

Step 3: Check the property got added in the project.properties of the assistedservicestorefront add on.

Step 4: Run the ant clean all command and start the server hybrisserver.bat.

Step 5: Add the AssistedServiceComponent in the content page template of the pages where you want to render the ASM component. Do the customization in the header JSP also where you want to include this component.

Step 6: Now hit the the store url with ?asm=true, the AssistedServiceComponentRenderer will render the ASM component pop-up.

ASM Configuration Changes

We can handle the different functionalities and features provided by ASM just by changing the configurations. We are going to discuss major ASM feature changes which depends on the configurations:

1) Account Emolution Configuration : ASM provides the functionality of the emoluting the cart and order session. Sometimes business may require to have other features but not this one. We can disable this functionality by changing the following property.

assistedservicefacades.emulateOrder=false

2) Agents enabling to use the web services: You will have to create the Oauth credentials of the agent if you want to give the agent access to use the web services by using following impex.

$password = <the client secret that you want to use to access web services>

INSERT_UPDATE OAuthClientDetails ;clientId[unique=true];resourceIds;scope;authorizedGrantTypes;clientSecret;authorities

;asm;hybris;basic;authorization_code,refresh_token,password,client_credentials;$password;ROLE_TRUSTED_CLIENT

3) Enable customer logout when agent logout: There are scenario when customer agent emolute the customer session but when agent try to logout the customer session is still active which is wrong. To enable the logout of the customer session if the agent logout we have to enable to following property.

assistedservicefacades.logoutCustomerWithAgentLogout=true

4) ASM session Timer configuration: The ASM session timer gives the timing after which the asm session will end by default. We can change this timing by changing the following property.

assistedservicefacades.agentsession.timeout=660

5) Configuring the CSA maximum login attempt: You can control the number of times the CSA agent can try with wrong credential, after that limit the agent account will be locked for security reasons. We can do this by following property.

assistedservicefacades.bad-login-attempts

6) Enable Responsive behaviour of ASM: We can enable the ASM to support multiple devices user interface or responsive bahviour by enabling the following property.

commerceservices.default.desktop.ui.experience=responsive