Call center
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
Applies To: Microsoft Dynamics AX 2012 R3
Retail in Microsoft Dynamics AX 2012 R3 supports call centers as a type of retail channel. In a call center, workers take orders from customers over the phone and create sales orders.
Call center functionality includes features that are designed to make it easier to take phone orders and handle customer service throughout the order fulfillment process. Call center workers can enter payment information directly into the sales order. Workers can also view a detailed summary of charges and payments before they submit the order. Workers have options for controlling pricing, and can access various data about customers, products, and prices from the sales order form. Call centers also have enhanced functionality for tracking customer history and order status.
You can use both the Call center and Retail modules to perform key setup and configuration tasks for call centers. You can also use the Call center module to perform ongoing management of call center data.
Retail module
Key setup tasks for call centers are performed in the Retail module. Some of these tasks are as follows:
Set up a call center – For this task, you create a call center, add users, set up payment methods and delivery modes, and enable some types of call center features.
For more information about how to set up and use Retail, see Retail for application users.
Call center module
You can use the Call center module to configure and maintain many features that are used in the daily work of a call center. Here, you can set call center parameters and maintain data for call center orders and call center customers. For a full list of tasks that can be performed in the Call center module, see the table at the end of this topic.
You can also use this module to generate reports and perform inquiries about business processes for the call center.
Prerequisites
Before you can fully use the Call center module, you must complete the following tasks in Microsoft Dynamics AX:
Set up parameters.
Import seed data.
Create tax codes and sales tax groups.
Set up number sequences.
Define currencies.
Select a language.
Call center at a glance
The following table lists some of the tasks that can be performed in the Call center module.
Important tasks |
Topics |
---|---|
Configure parameters and initial settings. |
|
Set up and use catalog source codes. |
|
Create sales orders. |
|
Create continuity programs and orders. |
|
View price details. |
|
Perform overrides for prices, discounts, and miscellaneous charges. |
Apply price overrides Apply discount overrides Apply miscellaneous charge overrides |
Apply payment to a sales order. |
|
Perform price matching. |
|
View margin alerts. |
Set up margin alerts |
Set up and use coupons. |
|
Sell gift cards, and add funds to gift cards. |
|
Manage credit card authorization. |
|
Manage orders that are on hold because of payment issues, and process out-of-balance payments. |
|
Approve check and credit card refunds. |
|
Use installment billing, and process installment payments. |
|
Set up default values for sales tax groups. |
|
Create direct delivery orders |
|
Expedite orders. |
|
Put orders on hold. |
|
Track order events and order status. |
Viewing sales order status |
Automatically notify customers about delayed orders, and cancel orders after the delay has passed a threshold. |
|
View additional item information. |
|
Use scripts to guide worker interactions with customers. |
Use directed selling |
Use a customer service form to look up customers and sales orders, and track customer issues. |
|
Import change-of-address files, and merge duplicate customers. |
|
Perform RFM analysis, and track customer statistics. |
Setting up customer statistics |
Manage catalog requests. |
Process a catalog request |
Delete old sales order data, quotations, and returned orders. |
|
Create rules for handling fraud. |
Setting up fraud rules |