Course Overview
This e-Learning course provides students with the necessary tools and resources to learn about the features and functionality that are completed in the Call Center module.
Course Outline
Module 00: Introduction
Module 01: Overview
Module 02: Call Centers and Catalogs
Module 03: Pricing and Discounts
Module 04: Customer Management
Module 05: Retail Product Management
Module 06: Sales Order Management
Module 07: Payment Management
Module 08: Returns and RMAs
Module 09: Continuity Programs
Module 10: Order Holds
Module 11: Direct Delivery
Module 12: Picking Workbench
Module 13: Reporting and Inquiries
Course Objectives
Discuss call centers and catalogs in AX.
Describe how to setup pricing and discounts on items.
Review how to manage customer relations in AX.
Review the setup for retail product management.
Demonstrate sales order management features.
Set up payment management in AX.
Walkthrough setup for returns and return authorization.
Explain the use and features of continuity programs.
Create and use order holds and fraud checking.
Set up and use the direct delivery workbench.
Review and use the picking workbench.
Overview reports and inquiries relating to call center.
Describe the features available in AX for retailers.
Review the architecture for retail functionality.
Review key concepts and terminology.
Review user interface for headquarters, enterprise POS
Review user interface for modern POS, and Enterprise Portal.
Describe Commerce Data Exchange and Commerce Run Time.
Describe Real Time Service.
Walkthrough the configuration process for call centers.
Demonstrate how to add channel users.
Demonstrate how to create an email notification profile.
Demonstrate how to set up delivery modes for call center.
Review the process for setting up a catalog.
Discuss the source code setup process.
Demonstrate how to create a target market.
Review the catalog pages set up options.
Discuss the benefits of using scripts.
Demonstrate how to use scripts in the call center.
Review the call center parameters.
Describe the pricing and discounting features.
Create a price group.
Create a coupon and apply it to an order.
Set up margin alerts.
Set up price overrides.
Explain price details.
Review the full text search capabilities.
Explore the customer service features.
Walkthrough how to create customers.
Discuss the duplicate checking methods.
Demonstrate how to merge and unmerge customers.
Discuss cases and hot alerts.
Discuss the change of address file support.
Walk through the product creation process.
Review how to create up-sell and cross-sell items.
Explain supplementary item management.
Cover setup and maintenance of gift certificates.
Review setup and maintenance of gift cards.
Demonstrate how to perform a customer search.
Demonstrate how to perform an item search.
Review the detailed statuses.
Discuss sales order header view and line view.
Review the item inquiry options.
Demonstrate how to create an order note on a sales order.
Discuss sales order access.
Walkthrough the sales order cancellation process.
Demonstrate price matching.
Demonstrate how to perform a sales order history purge.
Explore order events.
Set up methods of payment.
Set up credit card vendors.
Demonstrate the credit card processor setup.
Create payments on sales orders.
Review the various payment statuses.
Utilize prepayments on a sales order.
Walkthrough installment billing.
Set up installment plans.
Add installments to a sales order.
Review periodic processes for installment billing.
Use the credit card workbenches.
Use the refund check workbenches.
Set up and use check holds.
Set up and use over/under payment checking.
Set up and use credit limit checking.
Take a look at payment history.
Discuss the returns and RMAs process.
Review the call center return parameters.
Demonstrate how to create an RMA.
Walkthrough how to process RMAs in the warehouse
Discuss continuity programs.
Demonstrate the parameters setup.
Create a continuity program.
Explain continuity updates.
Create sales orders with continuity.
Explain continuity processes.
Cover periodic processes.
Review the order holds codes form.
Discuss reason codes.
Define call center parameters for holds.
Review the process for setting up fraud rules.
Review how to create static date for fraud checking.
Demonstrate how to create Variables for fraud checking.
Discuss how to create conditions for fraud checking.
Review how to create rules for fraud checking.
Walkthrough how to place an order on hold manually.
Review the sales order holds workbench.
Review clearing holds.
Walkthrough how to check holds in and out.
Review the picking workbench process.
Discuss the picking setup.
Demonstrate how to create a workbench profile.
Walkthrough how to generate picking lists.
Demonstrate how to generate picking workbench sessions.
View and refresh customer item statistics.
Review and configure RFM scoring.
Print the Expired credit cards for open orders report.
Review catalog requests.
View the Price override report.
Discuss the Order hold report.
View backordered items.
Show the coupon report.
Pre-requisites
This e-Learning course provides students with the necessary tools and resources to learn about the features and functionality that are completed in the Call Center module.