Managed Business & IT Training Solutions

MBIT Training Ltd

Call Centers in Microsoft Dynamics 365 for Retail (81211)

This course describes Call Centers in Microsoft Dynamics 365 for Retail. It begins with an introduction to call center configuration, and then goes on to describe catalogs, their basic features and how to create and modify them. Pricing and discounts for the retail call centers are then reviewed and you will see how to create price groups and coupons, as well as set up margin alerts and price overrides.
SKU: 81211
GTIN: 81211
Manufacturer: Microsoft
£250.00 (GBP)

This course describes Call Centers in Microsoft Dynamics 365 for Retail.  It begins with an introduction to call center configuration, and then goes on to describe catalogs, their basic features and how to create and modify them. Pricing and discounts for the retail call centers are then reviewed and you will see how to create price groups and coupons, as well as set up margin alerts and price overrides.

The course then goes on to describe how to manage customers through Customer Service in Microsoft Dynamics 365 for Retail. Creating and selling retail products is then described as well as up-selling, cross-selling and the setup and maintenance necessary for gift cards. In-depth information about sales order management is provided including search methods, the detailed order status available, order notes and how they are used, as well as cancelations and constraints.

Payment configuration in call centers is then described covering the types of payments that are available out of the box and how to set up a new payment method as well as credit card processing and setting up payments on sales orders. The various payment workbenches for call centers are then reviewed.  The course then goes on to describe retail installment billing, the overall setup procedures and outline the steps for processing installment billing on sales orders.

The course then covers returns and RMA processing and describes how to set up and use retail continuity programs as well as how to set up and use retail order holds and manage fraud checking for sales orders.  Finally, it describes how to configure and use direct delivery on and how to quickly and easily generate picking lists for orders that are ready for shipment. 

This course helps prepare you for exam MB6-897.

This course helps prepare you for assessment Microsoft Dynamics 365 for Retail.

Learning Objectives

  • Review call centers
  • Discuss how to maintain users, payment methods, price groups, and modes of delivery
  • Define and discuss recency, frequency, and monetary (RFM) analysis
  • Discuss order holds and fraud rules
  • Define continuity programs
  • Describe the catalog setup process
  • Review examples of how catalogs can be used
  • Describe the features of catalogs
  • Create a new catalog
  • Add channels and products to catalogs
  • Modify existing catalogs
  • Validate, submit, review, and approve catalogs
  • Discuss the source code setup process
  • Demonstrate how to create a target market
  • Discuss the benefits of using scripts
  • 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
  • Explore the customer service features
  • Walkthrough how to create customers
  • Discuss the duplicate checking methods
  • Demonstrate how to merge and unmerge customers
  • Walkthrough the product creation process
  • Review how to create up-sell and cross-sell items
  • Explain supplementary item management
  • Review setup and maintenance of gift cards
  • Demonstrate how to perform a customer search
  • Demonstrate how to perform an item search
  • Review the order statuses
  • Discuss sales order header view and line view
  • Discuss the additional features on the Sales order form
  • Review how to view order notes
  • Explain order cancelling and its restraints
  • Walk through the price match process
  • Walk through the sales order purge process
  • Describe order events and user codes
  • 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
  • Use the credit card workbenches
  • Utilize the refund check workbenches
  • Set up and use check holds
  • Walkthrough installment billing process
  • Set up installment plans
  • Discuss adding installments to a sales order
  • Review periodic processes for installment billing
  • Discuss the returns and RMAs process
  • Review the call center return parameters
  • Demonstrate how to create an RMA
  • Walk through how to process RMAs in the warehouse
  • Discuss continuity programs
  • 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
  • Walk through how to place an order on hold manually
  • Review the sales order holds workbench
  • Review clearing holds
  • Walk through how to check holds in and out
  • Review the direct delivery process
  • Configure products for direct delivery
  • Discussing creating a sales order for direct delivery
  • Discuss the direct delivery phases
  • Review finalizing direct delivery
  • Review the picking workbench process
  • Discuss the picking setup
  • Demonstrate how to create a workbench profile
  • Walk through how to generate picking lists
  • Demonstrate how to generate picking workbench sessions

Prerequisites

  • General knowledge of Microsoft Windows
  • General knowledge of basic navigation within Microsoft Dynamics 365 for Retail
  • Basic knowledge of retail processes