Ax 2012 R3 call centre – a better way to do Order Management

July 22nd, 2014 by Stephen Jones Leave a reply »

Microsoft added a call center as a new type of retail channel in Microsoft Dynamics AX 2012 R3.

However this provides many order management features that all companies can use - you do’n t have to have run a call centre nor to be a retail operation – the features are still useful.

New call centers and call center catalogs are created in the Retail module. Many tasks that are related to the setup and management of a call center are performed in the new Call center.

•A new retail channel type is added: call center. In a call center, workers take customer orders over the phone and create sales orders. Call centers can be added to organization hierarchies, and can be managed together with online stores and retail stores.
•You can create catalogs for call centers, and use new catalog features.
•You can associate details with sales items. This feature lets you view additional information about the selected line in the sales order form, such as images, purchase order information, delivery dates, and other relevant text.
•You can create scripts that appear in the Sales order form at the time of order entry.
•You can prompt the clerk who enters sales orders to up-sell or cross-sell products.
•You can set up and manage continuity programs, in which customers receive regular product shipments on a predefined schedule.
•You can create orders from an item list, which is a saved list of products that customers frequently order together.
•You can track the status of a direct delivery purchase order via the associated sales order, and use the direct delivery workbench to create and release purchase orders for direct delivery. You can also specify products that are always sent to customers via direct delivery.
•You can perform full-text searches for products in the Sales order form.
•Precise control over pricing for call center sales orders is available.
•You can view the calculated margin values for broker royalties and rebates in the sales order form.

Enhanced payment functionality can be used for call center orders.
•Default sales tax groups can be used to create and view default priorities for calculating sales tax groups.
•You can create coupons that can be applied to call center sales orders.
•Installment payments can be used in sales orders.
•Broker support is available.
•You can put sales orders on hold.
•You can set up an expedited shipping mode that can be applied to a sales order or sales order line.
•Automatic notification and cancellation for backorders is available.
•You can track sales order events.
•You can view detailed order status.
•You can attach notes to a customer, order, or order line.
•You can define letter templates that can be used to generate personalized customer communications.
•You can define fraud rules to warn call center workers about potential fraud situations.
•RFM analysis can be performed on customers.
•You can track customer statistics.
•Enhanced functionality for customer service is added.
•You can track customer cases.
•Sales history can be purged.


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