Introduction
A call center is a Commerce channel that allows users to create sales orders in Dynamics 365 Commerce Headquarters (HQ) that use specific Commerce-related features.
After a call center channel has been created, users must be linked to that call center to take advantage of additional order processing features that are exclusively available for call center order processing.
These added features include:
- Full payment processing capabilities
- Use of catalog source code IDs to track marketing efforts
- Ability for upsell/cross-sell prompts as sales lines are created
- Ability to create and manage subscription orders by using continuity program features
- Use of Commerce pricing and promotion configurations
An organization can configure the call center channel to not use retail payment processing but still use retail pricing and other Commerce capabilities. A user can be linked to only one call center channel at a time and if you don’t associate the user to a call center, it will not trigger the Commerce-related features that are previously described.
Sales orders that are created in the call center are also part of all Commerce omnichannel capabilities and can be used by the Store Commerce application to support cross-channel order fulfillment scenarios. This feature allows a call center user to create an order that can be picked up by the customer at a store location. Additionally, a customer order that is created in the Store Commerce or e-Commerce application can be further reviewed, edited, or managed by a call center user in Commerce HQ.
Call center users can take advantage of pre-created scripts, which they can use in their interactions with customers and during order entry. These scripts can be translated and stored in various language versions with quick access for the call center associates.
The purpose of the call center is to enable another channel for the retailer to reach its customers. Additionally, the call center provides a platform for a user-friendly customer service application where locating customer accounts and reviewing the related customer order information and history is straightforward.
The Customer service page is designed to help the retailer answer the most common order and account-related questions that are received from customers.
