Configure a call center channel in Dynamics 365 Commerce

Functional Consultant
Dynamics 365

Defining a call center channel allows channel users to create and manage sales orders through Dynamics 365 Commerce Headquarters (HQ). Orders that are created in a call center channel can take advantage of specific Commerce capabilities such as payment processing and retail pricing and promotions. Defining a call center channel also allows the organization to define specific order processing settings and data defaults to the sales orders that were created by call center users.

Learning objectives

In this module, you will:

  • Learn how to create a call center channel and to assign channel users, payment methods, price groups, and modes of delivery to it.
  • Work with call center features.
  • Create upsell and cross-sell items.


  • General knowledge of basic navigation within Dynamics 365 Commerce
  • Basic knowledge of retail processes