Dynamics AX Retail - AXcademy RETAIL Call Centers Copyright ¢© 2016 by AXcademy, all...

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Transcript of Dynamics AX Retail - AXcademy RETAIL Call Centers Copyright ¢© 2016 by AXcademy, all...

  • Dynamics AX Retail

    Call Centers

  • AXcademy RETAIL Call Centers

    Copyright © 2016 by AXcademy, all rights reserved

    No parts of this publication may be reproduced or distributed without the prior written consent of AXcademy 3/178

    Dynamics AX Retail

    Call Centers

    AXcademy

  • AXcademy RETAIL Call Centers

    Copyright © 2016 by AXcademy, all rights reserved

    No parts of this publication may be reproduced or distributed without the prior written consent of AXcademy 4/178

    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.

  • AXcademy RETAIL Call Centers

    Copyright © 2016 by AXcademy, all rights reserved

    No parts of this publication may be reproduced or distributed without the prior written consent of AXcademy 5/178

    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

  • AXcademy RETAIL Call Centers

    Copyright © 2016 by AXcademy, all rights reserved

    No parts of this publication may be reproduced or distributed without the prior written consent of AXcademy 6/178

    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 ....................................................................................