Dynamics AX Retail1spp6623tnde1qfiqeb56pq1-wpengine.netdna-ssl.com/... · 4 Retail Product...
Transcript of Dynamics AX Retail1spp6623tnde1qfiqeb56pq1-wpengine.netdna-ssl.com/... · 4 Retail Product...
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
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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
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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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