Dynamics AX Retail - axcademy.com · AXcademy RETAIL Call Centers Copyright © 2016 by AXcademy,...

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Dynamics AX Retail Call Centers

Transcript of Dynamics AX Retail - axcademy.com · AXcademy RETAIL Call Centers Copyright © 2016 by AXcademy,...

Page 1: Dynamics AX Retail - axcademy.com · AXcademy RETAIL Call Centers Copyright © 2016 by AXcademy, all rights reserved No parts of this publication may be reproduced or distributed

Dynamics AX Retail

Call Centers

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AXcademy RETAIL Call Centers

Copyright © 2016 by AXcademy, all rights reserved

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Dynamics AX Retail

Call Centers

AXcademy

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AXcademy RETAIL Call Centers

Copyright © 2016 by AXcademy, all rights reserved

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Latest Revision: April 2016 (Version 1)

This courseware is provided “as-is”. Information and views expressed in this courseware may change

without notice.

Unless otherwise noted, the examples depicted herein are provided for illustration only and are

fictitious. No real association or connection is intended or should be inferred.

This courseware does not provide you with any legal rights to any intellectual property in any

Microsoft product.

Complying with all applicable copyright laws is the responsibility of the user. Without limiting the

rights under copyright, no part of this courseware may be reproduced, stored in or introduced into a

retrieval system, or transmitted in any form or by any means or for any purpose, without the express

written permission of AXcademy.

Copyright © 2016 AXcademy A/S. All rights reserved.

This course content is designed for Microsoft Dynamics® AX 2012 R3 CU8.

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Table of content 1 Call Centers and Catalogs .................................................................................................... 13

Configure Call Centers ........................................................................................................... 13

Add Channel Users ................................................................................................................ 15

Email Notifications ................................................................................................................ 15

The email notification profile setup. ............................................................................. 16

Link email notification profile to call centers ................................................................ 16

Process Delivery Modes ........................................................................................................ 17

Catalogs ................................................................................................................................. 19

Practice: Update a Catalog ............................................................................................ 21

Source Codes ......................................................................................................................... 22

Setting up parameters related to source codes. ........................................................... 22

Add a source code to a catalog. .................................................................................... 23

Target Market ....................................................................................................................... 23

Create a new list type. .................................................................................................. 24

Create a new list broker. ............................................................................................... 24

Set up rental types. ....................................................................................................... 24

Create target markets. .................................................................................................. 24

Link new target market to a source code. .................................................................... 25

Practice: Create a Target Market and Source Code for a Catalog ........................................ 25

Catalog Pages ........................................................................................................................ 27

Creating page types. ..................................................................................................... 27

Create page positions. .................................................................................................. 27

Create catalog pages ..................................................................................................... 27

Create page layout ........................................................................................................ 28

Scripts .................................................................................................................................... 29

Script Setup ................................................................................................................... 30

Using Scripts .................................................................................................................. 32

Practice: Define Telesales Scripts for Catalog and Products ......................................... 33

Call Center Parameters ......................................................................................................... 33

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2 Pricing and Discounts .......................................................................................................... 35

About Pricing and Discounting .............................................................................................. 35

Price Groups .......................................................................................................................... 35

Practice: Define Promotional Pricing for a Catalog ....................................................... 36

Coupons ................................................................................................................................ 37

Create Coupon .............................................................................................................. 38

Apply Coupons to an Order ........................................................................................... 40

Practice: Create a Coupon and Use it on a Sales Order ................................................ 41

Margin Alerts Setup .............................................................................................................. 42

Price Overrides Setup ............................................................................................................ 44

Price Details .......................................................................................................................... 45

3 Customer Management ...................................................................................................... 47

Full Text Search ..................................................................................................................... 47

Customer Service .................................................................................................................. 49

Create Customers.................................................................................................................. 50

Practice: Create a Customer through Customer Service .............................................. 51

Duplicate Checking ................................................................................................................ 52

Merging and Unmerging Customers ..................................................................................... 54

Merge customers .......................................................................................................... 54

Unmerge customers ...................................................................................................... 55

Cases and Hot Alerts ............................................................................................................. 55

Change of Address File Support ............................................................................................ 57

4 Retail Product Management ............................................................................................... 59

Product Creation Process ...................................................................................................... 59

Product Types ....................................................................................................................... 59

Mandatory Fields Checks ...................................................................................................... 62

Up-Sell/Cross-Sell .................................................................................................................. 63

Supplementary Items ............................................................................................................ 66

Gift Cards............................................................................................................................... 70

5 Sales Order Management ................................................................................................... 75

Customer Search ................................................................................................................... 75

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Item Search ........................................................................................................................... 75

Practice: Create a New Call Center Sales Order and Accept Payments ................................ 76

Search for a customer using the customer service form. ............................................. 76

Add the item setup for cross-sell to the order.............................................................. 77

Detailed Statuses .................................................................................................................. 77

Sales Order Header View and Line View ............................................................................... 79

Additional Information .......................................................................................................... 80

Order Notes........................................................................................................................... 82

Practice: Add Notes to an Order ................................................................................... 83

Sales Order Access ................................................................................................................ 84

Sales Order Cancellation ....................................................................................................... 85

Price Matching ...................................................................................................................... 86

Sales Order History Purge ..................................................................................................... 87

Order Events ......................................................................................................................... 88

6 Payment Management ....................................................................................................... 91

Payment Methods ................................................................................................................. 91

Practice: Create a Call Center Channel ................................................................................. 93

Create a new call center channel. ................................................................................. 93

Add the call center to the existing default assortment hierarchy. ............................... 93

Process the assortment for the new call center channel. ............................................ 94

Add the navigation hierarchy to call center. ................................................................. 94

Setup payment methods. .............................................................................................. 94

Setup modes of deliver. ................................................................................................ 96

Process the delivery methods. ...................................................................................... 96

Add the current AX user as a channel user of Fabrikam US. ........................................ 96

Credit Card Processor Setup ................................................................................................. 96

Create Payments on Sales Orders ......................................................................................... 97

Payment Statuses .................................................................................................................. 99

Prepayment ......................................................................................................................... 101

Installment Billing ............................................................................................................... 102

Configuring installment billing. ................................................................................... 102

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Assign installment billing to customer ........................................................................ 103

Assign installment billing to product .......................................................................... 103

Set Up Installment Plans ............................................................................................. 103

Add Installments to a Sales Order ............................................................................... 104

Periodic Processes for Installment Billing ................................................................... 105

Credit Card Workbenches ................................................................................................... 106

The credit card authorization workbench................................................................... 106

Refund Check Workbenches ............................................................................................... 107

Setup Parameters ........................................................................................................ 107

Approval ...................................................................................................................... 108

Refund check Processing ............................................................................................. 109

Set Up and Use Check Holds ............................................................................................... 109

Practice: Set Up and Use Check Holds ........................................................................ 111

Set Up and Use Over/Under Payment ................................................................................ 112

Setup over and under payment parameters............................................................... 113

Process a sales order with an out-of-balance payment .............................................. 114

Manage over/under payment ..................................................................................... 114

Set Up and Use Credit Limit Checking ................................................................................. 115

Setup parameters for credit-limit checking. ............................................................... 115

Setup the credit limit for a customer. ......................................................................... 116

To use credit limit ....................................................................................................... 117

Process order with credit limit checking ..................................................................... 117

Payment History .................................................................................................................. 118

7 Returns and Return Merchandise Authorization (RMA) ..................................................... 119

Parameters .......................................................................................................................... 119

Create an RMA .................................................................................................................... 120

Process RMAs in the Warehouse ........................................................................................ 122

8 Continuity Programs ......................................................................................................... 124

Parameters .......................................................................................................................... 125

Continuity Programs Process .............................................................................................. 126

Practice: Create a Continuity Program ............................................................................... 129

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Create a new continuity program. .............................................................................. 129

Create a parent continuity item. ................................................................................. 130

Continuity Updates Form .................................................................................................... 131

Create Sales Orders with Continuity ................................................................................... 132

Practice: Create Sales Orders with Continuity .................................................................... 133

Sell the continuity item. .............................................................................................. 133

Process and create the child order for the program. ................................................. 134

Continuity Processing.......................................................................................................... 134

9 Order Holds ...................................................................................................................... 136

Hold Codes .......................................................................................................................... 136

Info Codes ........................................................................................................................... 137

Practice: Create an Order Hold and Apply it to an Order ................................................... 138

Create an order hold called WRCHRG. ........................................................................ 138

Place the order on hold with the hold code requested. ............................................. 138

View the order you just placed on hold. ..................................................................... 138

Parameters .......................................................................................................................... 139

About Fraud Rules ............................................................................................................... 139

Create Static Data for Fraud Checking ................................................................................ 140

Create Variables for Fraud Checking ................................................................................... 141

Create Conditions for Fraud Checking ................................................................................ 142

Create Rules for Fraud Checking ......................................................................................... 143

Practice: Create a Fraud Rule .............................................................................................. 144

Set up order hold code for fraud. ............................................................................... 144

Set up the Fraud parameters. ..................................................................................... 145

The first rule is that the item is a TV. .......................................................................... 145

The second rule is that the payment is On Account. .................................................. 146

Now we need to assign a condition to the two rules. ................................................ 146

Place an Order on Hold Manually ....................................................................................... 147

Sales Order Holds Workbench ............................................................................................ 149

About Clearing Holds .......................................................................................................... 149

Checking Holds In and Out .................................................................................................. 150

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10 Direct Delivery .............................................................................................................. 152

Configure Products for Direct Delivery ............................................................................... 152

Parameters .......................................................................................................................... 153

Practice: Create and Process a Direct Delivery Order ......................................................... 153

Create the order for direct delivery. ........................................................................... 153

Once you have created Direct Delivery purchase orders, they must be sent to the

vendor. 154

Direct Delivery Workbench ................................................................................................. 154

Confirming Direct Delivery Purchase Orders ...................................................................... 155

Partially Processing Direct Delivery Purchase Orders ......................................................... 155

Fully Processing Delivery Purchase Orders ......................................................................... 156

11 Picking Workbench ....................................................................................................... 158

Picking Setup ....................................................................................................................... 158

The aisle setup. ........................................................................................................... 159

The locations Setup. .................................................................................................... 159

Configure on the products. ......................................................................................... 160

Create Workbench Profiles ................................................................................................. 160

Practice: Create a Workbench Profile ......................................................................... 162

Generate Picking Lists ......................................................................................................... 162

Generate Picking Workbench Sessions ............................................................................... 163

Practice: Run a Picking Workbench .................................................................................... 165

Run a picking workbench session. .............................................................................. 165

12 Reporting and Inquiries ................................................................................................. 166

Customer Item Statistics ..................................................................................................... 166

About RFM Scoring ............................................................................................................. 168

Configure RFM Analysis .............................................................................................. 168

Expired Credit Cards for Open Orders Reports ................................................................... 170

Direct Delivery Report ......................................................................................................... 171

Catalog Requests ................................................................................................................. 171

Initiate Catalog Requests ............................................................................................ 171

Process catalog requests ............................................................................................. 172

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Price Override Report ......................................................................................................... 172

Order Hold Report............................................................................................................... 172

Backorders Reporting.......................................................................................................... 173

Coupon Reports .................................................................................................................. 175

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