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Call Center in Microsoft Dynamics AX 2012 for Retail

50

For 1 day. 178 pages

This course content is designed for Microsoft Dynamics® AX 2012 R3 CU8.

 

Description

Call centers are a retail channel option that enables new sales order entry features.

Some of those features include

  • sales order recap
  • integrated payments
  • continuity orders
  • advanced upselling and cross-selling
  • installment billing
  • fraud checking
  • order holds
  • scripting
  • price overriding functionality.

Call centers are designed primarily for retailers that have a call center which takes orders and handles other customer requests. They are meant to foster mainly B2C relationships;
however, they can be used to help manage B2B relationships as well.

 

 

Topics

1 Call Centers and Catalogs
2 Pricing and Discounts
3 Customer Management
4 Retail Product Management
5 Sales Order Management
6 Payment Management
7 Returns and Return Merchandise Authorization (RMA)
8 Continuity Programs
9 Order Holds
10 Direct Delivery
11 Picking Workbench
12 Reporting and Inquiries

Details

1 Call Centers and Catalogs ………………………………………………………………………………………. 13
Configure Call Centers …………………………………………………………………………………………….. 13
Add Channel Users …………………………………………………………………………………………………. 15
Email Notifications …………………………………………………………………………………………………. 15
The email notification profile setup. ………………………………………………………………….. 16
Link email notification profile to call centers ………………………………………………………. 16
Process Delivery Modes ………………………………………………………………………………………….. 17
Catalogs ………………………………………………………………………………………………………………… 19
Practice: Update a Catalog ……………………………………………………………………………….. 21
Source Codes …………………………………………………………………………………………………………. 22
Setting up parameters related to source codes. ………………………………………………….. 22
Add a source code to a catalog. ………………………………………………………………………… 23
Target Market ……………………………………………………………………………………………………….. 23
Create a new list type. …………………………………………………………………………………….. 24
Create a new list broker. ………………………………………………………………………………….. 24
Set up rental types. …………………………………………………………………………………………. 24
Create target markets. …………………………………………………………………………………….. 24
Link new target market to a source code. ………………………………………………………….. 25
Practice: Create a Target Market and Source Code for a Catalog …………………………………. 25
Catalog Pages ………………………………………………………………………………………………………… 27
Creating page types. ……………………………………………………………………………………….. 27
Create page positions. …………………………………………………………………………………….. 27
Create catalog pages ……………………………………………………………………………………….. 27
Create page layout ………………………………………………………………………………………….. 28
Scripts …………………………………………………………………………………………………………………… 29
Script Setup ……………………………………………………………………………………………………. 30
Using Scripts …………………………………………………………………………………………………… 32
Practice: Define Telesales Scripts for Catalog and Products ………………………………….. 33
Call Center Parameters …………………………………………………………………………………………… 33
2 Pricing and Discounts ……………………………………………………………………………………………. 35
About Pricing and Discounting …………………………………………………………………………………. 35
Price Groups ………………………………………………………………………………………………………….. 35
Practice: Define Promotional Pricing for a Catalog ………………………………………………. 36
Coupons ……………………………………………………………………………………………………………….. 37
Create Coupon ……………………………………………………………………………………………….. 38
Apply Coupons to an Order ………………………………………………………………………………. 40
Practice: Create a Coupon and Use it on a Sales Order ………………………………………… 41
Margin Alerts Setup ……………………………………………………………………………………………….. 42
Price Overrides Setup ……………………………………………………………………………………………… 44
Price Details ………………………………………………………………………………………………………….. 45
3 Customer Management ………………………………………………………………………………………… 47
Full Text Search ……………………………………………………………………………………………………… 47
Customer Service …………………………………………………………………………………………………… 49
Create Customers…………………………………………………………………………………………………… 50
Practice: Create a Customer through Customer Service ………………………………………. 51
Duplicate Checking …………………………………………………………………………………………………. 52
Merging and Unmerging Customers …………………………………………………………………………. 54
Merge customers ……………………………………………………………………………………………. 54
Unmerge customers ………………………………………………………………………………………… 55
Cases and Hot Alerts ………………………………………………………………………………………………. 55
Change of Address File Support ……………………………………………………………………………….. 57
4 Retail Product Management ………………………………………………………………………………….. 59
Product Creation Process ………………………………………………………………………………………… 59
Product Types ……………………………………………………………………………………………………….. 59
Mandatory Fields Checks ………………………………………………………………………………………… 62
Up-Sell/Cross-Sell …………………………………………………………………………………………………… 63
Supplementary Items ……………………………………………………………………………………………… 66
Gift Cards………………………………………………………………………………………………………………. 70
5 Sales Order Management ……………………………………………………………………………………… 75
Customer Search ……………………………………………………………………………………………………. 75
Item Search …………………………………………………………………………………………………………… 75
Practice: Create a New Call Center Sales Order and Accept Payments ………………………….. 76
Search for a customer using the customer service form. ……………………………………… 76
Add the item setup for cross-sell to the order…………………………………………………….. 77
Detailed Statuses …………………………………………………………………………………………………… 77
Sales Order Header View and Line View ……………………………………………………………………. 79
Additional Information ……………………………………………………………………………………………. 80
Order Notes…………………………………………………………………………………………………………… 82
Practice: Add Notes to an Order ……………………………………………………………………….. 83
Sales Order Access …………………………………………………………………………………………………. 84
Sales Order Cancellation …………………………………………………………………………………………. 85
Price Matching ………………………………………………………………………………………………………. 86
Sales Order History Purge ……………………………………………………………………………………….. 87
Order Events …………………………………………………………………………………………………………. 88
6 Payment Management …………………………………………………………………………………………. 91
Payment Methods ………………………………………………………………………………………………….. 91
Practice: Create a Call Center Channel ……………………………………………………………………… 93
Create a new call center channel. ……………………………………………………………………… 93
Add the call center to the existing default assortment hierarchy. …………………………. 93
Process the assortment for the new call center channel. …………………………………….. 94
Add the navigation hierarchy to call center. ……………………………………………………….. 94
Setup payment methods. …………………………………………………………………………………. 94
Setup modes of delivery. …………………………………………………………………………………… 96
Process the delivery methods. ………………………………………………………………………….. 96
Add the current AX user as a channel user of Fabrikam US. …………………………………. 96
Credit Card Processor Setup ……………………………………………………………………………………. 96
Create Payments on Sales Orders …………………………………………………………………………….. 97
Payment Statuses …………………………………………………………………………………………………… 99
Prepayment …………………………………………………………………………………………………………. 101
Installment Billing ………………………………………………………………………………………………… 102
Configuring installment billing. ……………………………………………………………………….. 102
Assign installment billing to customer ……………………………………………………………… 103
Assign installment billing to product ……………………………………………………………….. 103
Set Up Installment Plans ………………………………………………………………………………… 103
Add Installments to a Sales Order ……………………………………………………………………. 104
Periodic Processes for Installment Billing …………………………………………………………. 105
Credit Card Workbenches ……………………………………………………………………………………… 106
The credit card authorization workbench…………………………………………………………. 106
Refund Check Workbenches ………………………………………………………………………………….. 107
Setup Parameters ………………………………………………………………………………………….. 107
Approval ………………………………………………………………………………………………………. 108
Refund check Processing ………………………………………………………………………………… 109
Set Up and Use Check Holds ………………………………………………………………………………….. 109
Practice: Set Up and Use Check Holds ……………………………………………………………… 111
Set Up and Use Over/Under Payment …………………………………………………………………….. 112
Setup over and under payment parameters……………………………………………………… 113
Process a sales order with an out-of-balance payment ………………………………………. 114
Manage over/under payment …………………………………………………………………………. 114
Set Up and Use Credit Limit Checking ……………………………………………………………………… 115
Setup parameters for credit-limit checking. ……………………………………………………… 115
Setup the credit limit for a customer. ………………………………………………………………. 116
To use credit limit …………………………………………………………………………………………. 117
Process order with credit limit checking …………………………………………………………… 117
Payment History …………………………………………………………………………………………………… 118
7 Returns and Return Merchandise Authorization (RMA) …………………………………………….. 119
Parameters ………………………………………………………………………………………………………….. 119
Create an RMA …………………………………………………………………………………………………….. 120
Process RMAs in the Warehouse ……………………………………………………………………………. 122
8 Continuity Programs …………………………………………………………………………………………… 124
Parameters ………………………………………………………………………………………………………….. 125
Continuity Programs Process …………………………………………………………………………………. 126
Practice: Create a Continuity Program ……………………………………………………………………. 129
Create a new continuity program. …………………………………………………………………… 129
Create a parent continuity item. ……………………………………………………………………… 130
Continuity Updates Form ………………………………………………………………………………………. 131
Create Sales Orders with Continuity ……………………………………………………………………….. 132
Practice: Create Sales Orders with Continuity ………………………………………………………….. 133
Sell the continuity item. …………………………………………………………………………………. 133
Process and create the child order for the program. …………………………………………. 134
Continuity Processing……………………………………………………………………………………………. 134
9 Order Holds ………………………………………………………………………………………………………. 136
Hold Codes ………………………………………………………………………………………………………….. 136
Info Codes …………………………………………………………………………………………………………… 137
Practice: Create an Order Hold and Apply it to an Order …………………………………………… 138
Create an order hold called WRCHRG. ……………………………………………………………… 138
Place the order on hold with the hold code requested. ……………………………………… 138
View the order you just placed on hold. …………………………………………………………… 138
Parameters ………………………………………………………………………………………………………….. 139
About Fraud Rules ………………………………………………………………………………………………… 139
Create Static Data for Fraud Checking …………………………………………………………………….. 140
Create Variables for Fraud Checking ……………………………………………………………………….. 141
Create Conditions for Fraud Checking …………………………………………………………………….. 142
Create Rules for Fraud Checking …………………………………………………………………………….. 143
Practice: Create a Fraud Rule …………………………………………………………………………………. 144
Set up order hold code for fraud. ……………………………………………………………………. 144
Set up the Fraud parameters. …………………………………………………………………………. 145
The first rule is that the item is a TV. ……………………………………………………………….. 145
The second rule is that the payment is On Account. ………………………………………….. 146
Now we need to assign a condition to the two rules. ………………………………………… 146
Place an Order on Hold Manually …………………………………………………………………………… 147
Sales Order Holds Workbench ……………………………………………………………………………….. 149
About Clearing Holds ……………………………………………………………………………………………. 149
Checking Holds In and Out …………………………………………………………………………………….. 150
10 Direct Delivery ……………………………………………………………………………………………….. 152
Configure Products for Direct Delivery ……………………………………………………………………. 152
Parameters ………………………………………………………………………………………………………….. 153
Practice: Create and Process a Direct Delivery Order ………………………………………………… 153
Create the order for direct delivery. ………………………………………………………………… 153
Once you have created Direct Delivery purchase orders, they must be sent to the vendor. 154
Direct Delivery Workbench ……………………………………………………………………………………. 154
Confirming Direct Delivery Purchase Orders ……………………………………………………………. 155
Partially Processing Direct Delivery Purchase Orders ………………………………………………… 155
Fully Processing Delivery Purchase Orders ………………………………………………………………. 156
11 Picking Workbench …………………………………………………………………………………………. 158
Picking Setup ……………………………………………………………………………………………………….. 158
The aisle setup. …………………………………………………………………………………………….. 159
The locations Setup. ………………………………………………………………………………………. 159
Configure on the products. …………………………………………………………………………….. 160
Create Workbench Profiles ……………………………………………………………………………………. 160
Practice: Create a Workbench Profile ………………………………………………………………. 162
Generate Picking Lists …………………………………………………………………………………………… 162
Generate Picking Workbench Sessions ……………………………………………………………………. 163
Practice: Run a Picking Workbench ………………………………………………………………………… 165
Run a picking workbench session. …………………………………………………………………… 165
12 Reporting and Inquiries ……………………………………………………………………………………. 166
Customer Item Statistics ……………………………………………………………………………………….. 166
About RFM Scoring ………………………………………………………………………………………………. 168
Configure RFM Analysis …………………………………………………………………………………. 168
Expired Credit Cards for Open Orders Reports …………………………………………………………. 170
Direct Delivery Report …………………………………………………………………………………………… 171
Catalog Requests ………………………………………………………………………………………………….. 171
Initiate Catalog Requests ……………………………………………………………………………….. 171
Process catalog requests ………………………………………………………………………………… 172
Price Override Report …………………………………………………………………………………………… 172
Order Hold Report………………………………………………………………………………………………… 172
Backorders Reporting……………………………………………………………………………………………. 173
Coupon Reports …………………………………………………………………………………………………… 175

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