Create A Call Center Order In D365

Sales orders in D365 can follow several different flows. In this article, learn how to create a call center order in D365. Unlike business-to-business scenarios, call center orders are ideal for orders with retail customers. These orders include default logic from channel setup, a specific step for completing an order, and advanced pricing and payment functionality. There are some steps needed to create a call center order. Follow along to understand these steps.

Create Call Center

First, to create a call center order in D365, navigate to Retail and Commerce>Channels>Call centers>All call centers.

Second, create a new call center, or use an existing call center. Most of the time, you will want to set ‘Enable directed selling’ to Yes.

Add User To Call Center

After creating a call center, click the ‘Channel users’ button in the ribbon bar.

Next, click the ‘New‘ button, and add the user ID you wish to add to the call center. When testing, you should add your user ID. In this case, I am using the user with ID ‘Admin’.

Finally, click Save.

To explain, the user who was added is now part of the specified call center. Going forward, every sales order that is created by that user will be a ‘call center’ sales order. It will change based on the parameters setup on that call center. Even if another user later modified the existing sales order, it will still always be a ‘call center’ sales order.

Testing

To test creating a call center order in D365, first navigate to Accounts Receivable>Orders>All sales orders.

Second, click the ‘New‘ button.

Third, specify a Customer account in the dialog box that opens. For this example, I entered ‘004009‘. Then, click ‘Ok‘.

If you have the ‘Enabled directed selling’ flag set to Yes on the Call center, you should not see a ‘Sales order recap’ button under Sales order button tab>Functions>Sales order recap.

Microsoft Documentation

To learn more about call centers, see Microsoft’s documentation.

Conclusion

A call center order in D365 unlocks a lot of helpful functionality for retail customer interaction. The first step to using this functionality is understanding that a call center order is created by having a D365 user who is set up on a call center. From there, any order they create will be a call center order from then on.

Peter Ramer

Peter Ramer is a part of the Managed Application Services team at RSM working on Microsoft Dynamics 365. He focuses on the Retail and Commerce industries. When he is not solving problems and finding ways to accelerate his clients' business, he enjoys time with his three kids and amazing wife.