80719 - Retail Call Center in Microsoft Dynamics AX 2012 R3 MB6-701 (2 Days)
Description
This 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.
This course helps prepare you for exam MB6-701
Contents
Module 1: Overview
Lesson 1: Features and Architecture
Lesson 2: Terminology and Concepts
Lesson 3: Interfaces
Lesson 4: Technology and Architecture
Lesson 5: Enhancements
Lesson 6: Course Coverage
MODULE 1 KEY TAKE AWAY
Module 2: Call Centers and Catalogs
Lesson 1: Configure Call Centers
Lesson 2: Add Channel Users
Lesson 3: Email Notifications
Lesson 4: Process Delivery Modes
Lesson 5: Catalogs
Lesson 6: Source Codes 22
Lesson 7: Target Market
Lesson 8: Catalog Pages
Lesson 9: Script Setup
Lesson 10: Using Scripts
Lesson 11: Call Center Parameters
MODULE 2 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 2 Scenario 1: Update a Catalog
Practice Module 2 Scenario 2: Create a Target Market and Source Code for a Catalog
Practice Module 2 Scenario 3: Define Telesales Scripts for Catalog and Products
Module 3: Pricing and Discounts
Lesson 1: About Pricing and Discounting
Lesson 2: Price Groups
Lesson 3: Create Coupons
Lesson 4: Apply Coupons to an Order
Lesson 5: Margin Alerts Setup
Lesson 6: Price Overrides Setup
Lesson 7: Price Details
MODULE 3 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 3 Scenario 1: Define Promotional Pricing for a Catalog
Practice Module 3 Scenario 2: Create a Coupon and Use it on a Sales Order
Module 4: Customer Management
Lesson 1: Full Text Search
Lesson 2: Customer Service
Lesson 3: Create Customers
Lesson 4: Duplicate Checking
Lesson 5: Merging and Unmerging Customers
Lesson 6: Cases and Hot Alerts
Lesson 7: Change of Address File Support
MODULE 4 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 4 Scenario 1: Create a Customer through Customer Service
Module 5: Retail Product Management
Lesson 1: Product Creation Process
Lesson 2: Product Types
Lesson 3: Up-Sell/Cross-Sell
Lesson 4: Supplementary Items
Lesson 5: Gift Cards
MODULE 5 KEY TAKE AWAY
Module 6: Sales Order Management
Lesson 1: Customer Search
Lesson 2: Item Search
Lesson 3: Detailed Statuses
Lesson 4: Sales Order Header View and Line View
Lesson 5: Additional Information
Lesson 6: Order Notes
Lesson 7 Sales Order Access
Lesson 8: Sales Order Cancellation
Lesson 9: Price Matching
Lesson10: Sales Order History Purge
Lesson 11: Order Events
MODULE 6 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 6 Scenario 1: Create a New Call Center Sales Order and Accept Payments
Practice Module 6 Scenario 2: Add Notes to an Order
Module 7: Payment Management
Lesson 1: Payment Methods
Lesson 2: Credit Card Processor Setup
Lesson 3: Create Payments on Sales Orders
Lesson 4: Payment Statuses
Lesson 5: Prepayments
Lesson 6: Installment Billing
Lesson 7: Set Up Installment Plans
Lesson 8: Add Installments to a Sales Order
Lesson 9: Periodic Processes for Installment Billing
Lesson 10: Credit Card Workbenches
Lesson 11: Refund Check Workbenches
Lesson 12: Set Up and Use Check Holds
Lesson 13: Set Up and Use Over/Under Payment Checking
Lesson 14: Set Up and Use Credit Limit Checking
Lesson 15: Payment History
MODULE 7 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 7 Scenario 1: Create a Call Center Channel
Practice Module 7 Scenario 2: Set Up and Use Check Holds
Module 8: Returns and RMAs
Lesson 1: About Returns and RMAs
Lesson 2: Parameters
Lesson 3: Create an RMA
Lesson 4: Process RMAs in the Warehouse
MODULE 8 KEY TAKE AWAY
Module 9 : Continuity Programs
Lesson 1: About Continuity Programs
Lesson 2: Parameters
Lesson 3: Continuity Programs Process
Lesson 4: Continuity Updates Form
Lesson 5: Create Sales Orders with Continuity
Lesson 6: Continuity Processes
MODULE 9 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 9 Scenario 1: Create a Continuity Program
Practice Module 9 Scenario 2: Create Sales Orders with Continuity
Module 10 : Order Holds
Lesson 1: Codes
Lesson 2: Reason Codes
Lesson 3: Parameters
Lesson 4: About Fraud Rules
Lesson 5: Create Static Data for Fraud Checking
Lesson 6: Create Variables for Fraud Checking
Lesson 7: Create Conditions for Fraud Checking
Lesson 8: Create Rules for Fraud Checking
Lesson 9: Place an Order on Hold Manually
Lesson 10: Sales Order Holds Workbench
Lesson 11: About Clearing Holds
Lesson 12: Checking Holds In and Out
MODULE 10 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 10 Scenario 1: Create an Order Hold and Apply it to an Order
Practice Module 10 Scenario 2: Create a Fraud Rule
Module 11 : Direct Delivery
Lesson 1: About Direct Delivery
Lesson 2: Configure Products for Direct Delivery
Lesson 3: Parameters
Lesson 4: Create a Sales Order for Direct Delivery
Lesson 5: Workbench
Lesson 6: Confirming Direct Delivery Purchase Orders
Lesson 7: Partially Processing Direct Delivery Shipments
Lesson 8: Fully Processing Direct Delivery Shipments
MODULE 11 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 11 Scenario 1: Create and Process a Direct Delivery Order
Module 12 : Picking Workbench
Lesson 1: About the Picking Workbench Process
Lesson 2: Picking Setup
Lesson 3: Create Workbench Profiles
Lesson 4: Generate Picking Lists
Lesson 5: Work with Generate Picking Workbench Sessions
MODULE 12 KEY TAKE AWAY
MODULE PRACTICE
Practice Module 12 Scenario 1: Create a Workbench Profile
Practice Module 12 Scenario 2: Run a Picking Workbench
Module 13 : Reporting and Inquiries
Lesson 1: Customer Item Statistics
Lesson 2: About RFM Scoring
Lesson 3: Configure RFM Analysis
Lesson 4: Expired Credit Cards for Open Orders Report
Lesson 5: Direct Delivery Report
Lesson 6: Catalog Requests
Lesson 7: Price Override Report
Lesson 8: Order Hold Report
Lesson 9: Backorders Reporting
Lesson 10: Coupon Report
MODULE 13 KEY TAKE AWAY
Module 14 :
Lesson 1: Retail Vision
Lesson 2: Call Center Key Points
Lesson 3: Call Center Module in AX
MODULE 14 KEY TAKE AWAY