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Configure and work with call centers in Dynamics 365 Commerce

Offered By: Microsoft via Microsoft Learn

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Microsoft Dynamics Courses Upselling Courses Cross-Selling Courses Dynamics 365 Commerce Courses

Course Description

Overview

  • Module 1: 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.

    • In this module, you will:

    • Learn how to create a call center channel and to assign channel users, payment methods, price groups, and modes of delivery to it.
    • Work with call center features.
    • Create upsell and cross-sell items.
  • Module 2: The call center in Dynamics 365 Commerce is a channel where you can create, cancel, and return call center retail sales orders.

    • In this module, you will:

    • Learn how to create, cancel, and return a call center order.
    • Put call center order on hold and release it from hold.

Syllabus

  • Module 1: Configure a call center channel in Dynamics 365 Commerce
    • Introduction
    • Create a call center channel
    • Call center order processing options
    • Upsell and cross-sell in call centers
    • Work with continuity programs
    • Exercise - Create a call center
    • Exercise - Configure upsell components
    • Check your knowledge
    • Summary
  • Module 2: Create transactions in a call center in Dynamics 365 Commerce
    • Create a call center order
    • Cancel or return a customer order in the call center
    • Place a call center order on hold, and release from hold
    • Exercise – Create transactions in a call center
    • Check your knowledge
    • Summary

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