Exercise - Create a call center

  • 15 minutes

The retail manager of a subsidiary company needs to create a new call center channel and define the channel’s methods of payment, delivery methods, and price groups. The call center will be assigned to the existing organization hierarchy of the holding. The warehouse of the call center is DC-West.

We recommend that you use the demo data that is available in the Commerce USRT legal entity.

  1. In company USRT, go to Retail and Commerce > Channels > Call centers > All call centers and then select New to create a new call center.
  2. Enter Contoso call center in the Name field.
  3. In the Warehouse field, select DC-WEST.
  4. In the Default customer field, select 004005.
  5. In the Email notification profile field, select ENProfile.
  6. Make sure that the Enable order completion option is set to Yes.
  7. Make sure that the Enable directed selling option is set to Yes.
  8. Make sure that the Enable order price control option is set to Yes.
  9. Select PriceOverr in the Price override field.
  10. Select HoldCode in the Hold code field, and CustCredit in the Credit field.
  11. Go to Retail and Commerce > Channels > Call centers > All call centers.
  12. Select Contoso call center.
  13. Select Channel users. One user ID needs to be assigned to one call center.
  14. Select New and enter Susan as the User ID.
  15. Select Save.
  16. Close the page.
  17. Select Price groups in the Channel tab.
  18. Select New.
  19. In the Retail price group field, select LP-loyalty.
  20. Select Save. When the call center is created, it needs to be assigned to organization hierarchy.
  21. Go to Retail and Commerce > Channel setup > Organization hierarchies.
  22. In the list on the left pane, select Retail Stores by Region hierarchy.
  23. Select View > Edit > Insert.
  24. Select Retail channel.
  25. On the Retail channel FastTab, select Contoso call center , and then select OK.
  26. After the call center has been added, you can publish the hierarchy. Select Publish.
  27. In the Effective date field, enter today’s date.
  28. Select Publish.
  29. Go to Retail and Commerce > Channels > Call centers > All call centers.
  30. On the Action Pane, select Setup and then select Modes of delivery.
  31. Select Manage modes of delivery, select the New button, and then select 11.
  32. Close the pages.
  33. To update modes of delivery, go to Retail and Commerce > Retail IT > Process delivery modes.
  34. Select OK.
  35. Go to the created call center by selecting Retail and Commerce > Channels > Call centers > All call centers, and then select Payment methods.
  36. Select New to assign a payment method to the call center.
  37. Select 3 in the Payment method field.
  38. In the Account number field, enter 13351 – Check.