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This article describes how to create a new call center channel in Microsoft Dynamics 365 Commerce.
In Dynamics 365 Commerce, a call center is a type of Commerce channel that can be defined in the application. Defining a channel for your call center entities allows the system to tie specific data and order processing defaults to sales orders. While a company can define multiple call center channels in Commerce, it's important to note that an individual user may only be linked to one call center channel.
Before you create a new call center channel, ensure that you complete the Channel setup prerequisites.
To create and configure a new call center channel, follow these steps.
The following image shows the creation of a new call center channel.
The following image shows an example call center channel.
Additional tasks required for call center channel setup include setting up payment methods and modes of delivery.
The following image shows Modes of delivery and Payment methods set up options on the Set up tab.
To set up payment methods, follow these steps for each payment type supported on this channel. Users are required to select from predefined payment methods to link them to the call center channel. Before setting up your call center payment methods, first set up your master methods of payment in Retail and Commerce > Channel setup > Payment methods > Payment methods.
The following image shows an example of a cash payment method.
You can see the configured modes of delivery by selecting Modes of delivery from the Set up tab on the Action pane.
To change or add a mode of delivery to be associated to the call center channel, follow these steps.
The following image shows an example of a mode of delivery.
To create a sales order that is linked to the call center channel from Commerce headquarters, the user creating the sales order must be linked to the call center channel. The user can't manually link a sales order created in Commerce headquarters to the call center channel. The link is systematic, and is based on the user and the user's relationship to the call center channel. A user may only be linked to one call center channel.
After the channel user setup is done and the user creates a new sales order in Commerce headquarters, the sales order is linked to their associated call center channel. Any configurations for this channel are applied systematically to the sales order. A user can confirm which call center channel the sales order is linked to by viewing the channel name reference on the sales order header.
Price groups are optional, and if used can control which sales prices are offered to customers placing orders in the call center channel. If a price group isn't configured for the customer, or if catalog price groups aren't being applied to the sales order using the Source code ID field on the call center order header, then the channel price group is used to locate item prices. If a price group isn't found on the call center channel, the default item master prices are used.
To set up a price group, follow these steps.
Call center sales functionality
Set up call center order processing options
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