In Version 8 of WebSphere Commerce we now have a Customer Service module that is loaded into the base store front. This interface allows customer service reps to use the same shopping experience as their customers. They can take over a cart, modify it, and even do all kinds of account management on behalf of the customer, even add comments to the order. The tutorial is a specific scenario for taking a phone order using the new interface.
In the mean time, you can look at the recording my team put together of one of these tutorials. The recording is my team going through the self paced tutorial (IBM Commerce Showcase) for the “Taking a phone order” tutorial and narrating the scenario as it happens. These tutorials, and the other ones in the play list are actual live click through demonstrations that WebSphere Commerce customers can use for up to 30 days at no charge. Speak with your IBM sales representative to get an account if you are interested in these new tutorials.