Configure and work with call centers in Dynamics 365 Commerce
Dynamics 365 Commerce is an omnichannel solution that provides a call center channel with capabilities to default specific order processing settings and data defaults to the sales orders created by call center users.
Prerequisites
- General knowledge of basic navigation within Dynamics 365 Commerce
- Basic knowledge of retail processes
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Modules in this learning path
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.
The call center in Dynamics 365 Commerce is a channel where you can create, cancel, and return call center retail sales orders, place a call center order on hold and release it from hold, and create continuity orders for subscription-based business models.
By integrating Microsoft Dynamics 365 Omnichannel for Customer Service and Microsoft Copilot Studio applications with Dynamics 365 Commerce e-commerce websites, businesses can empower their online shoppers through chat capabilities.