Complete common tasks in the Call center by using the Customer service form

Applies To: Microsoft Dynamics AX 2012 R3

This topic explains how to complete several common tasks in Call center by using the Customer service form. You can use this form to create new customer records and to complete customer service tasks such as creating and viewing sales orders, viewing customer cases, and updating customer information.

Create new customer records and sales orders

To create records for new customers and create new sales orders, follow these steps:

1. Click Call center > Journals > Customer service.

2. Depending on whether you’re creating a new customer record or a new sales order, do one of the following:

   • To create a new customer, on the Action Pane, in the New group, click Customer. For more information about creating a customer record, see Create a customer record.

   • To create a new sales order, on the Action Pane, in the New group, click Sales order. For more information about creating a sales order in the Call center, see Create sales orders in the call center.

Search for customer-related information

Use the search fields in the Customer service form to search for a specific customer and all the information that is related to the customer’s account. When you search, the Customer search form opens showing the search results.

• When the Customer search form opens, select the customer record that you want to work with, and then click Select customer.

  Note

  (BRA) You can select a keyword type such as CNPJ/CPF and enter the ID to filter the search results with the specified customer ID.

Use buttons on the Action Pane to complete tasks

After you select a customer record to work with, you can complete several tasks by using the buttons on the Action Pane. The Action Pane is divided into groups, and each group contains a set of buttons. The following sections describe the purpose of the buttons in each group.

Details group

The Details group has three buttons: Details, Options, and Related orders.

Click Details, and then select one of the following:

• Other address – Opens the Address selection form, where you can view all addresses that are associated with the selected customer.

• Contact details – Opens the Contacts form, where you can view, update, or delete information for the customer contact.

• Backorder lines – Opens the Backorder lines form, where you can review back orders, research missing deliveries, and view expected ship dates for the customer’s orders.

• Customer – Opens the Customers form, where you can view or update the customer’s information.

Click Options, and then select one of the following:

• Notes – Opens the Notes form, where you can add a note to the customer account.

• Source codes – Opens the Source codes form, where you can view the sources codes of each catalog that the customer has received.

• Return inquiry – Opens the Return orders form, where you can view orders that have been returned by the customer, or create a new return order.

• Customer item statistics – Opens the Customer item statistics form, where you can view information about the items that the customer has previously ordered.

Click Related orders to open the Sales related orders form, where you can view parent or child orders that are related to the order that is selected in the grid.

Show group

The Show group has three buttons: Sales orders, Invoiced orders, and Archived sales orders.

• Click Sales orders to view all of the sales orders, including order information, that the customer has placed with your organization. You can view or modify information about sales orders and line items, and you can view information about order events.

• Click Invoiced orders to view all of the customer’s orders, including order information, that have been invoiced.

• Click Archived sales orders to view all of the customer’s sales orders, including order details, that have been archived.

Catalog

The Catalog group has just one button: Send catalog. When a customer requests a catalog, click Send catalog to complete this task.

1. On the Action Pane, click Send catalog.

2. In the Send catalog form, in the Send column, select the check box for the catalog or catalogs that you want to send to the customer.

3. Click Send, and then click OK.

The selected catalog or catalogs will be sent to the customer.

Case

The Cases group has just one button: Cases. Click this button to view or change the details of an existing customer case, or create a new customer case.

Click Cases, and then select one of the following:

• View customer cases – Opens the Case form, where you can view or update a customer case.

• Create case – Opens the New case form, where you can create a new case for the customer. For more information about how to create a case, see Create a case.

View hot alerts for customer cases

You can create priorities and assign them to different entities in Microsoft Dynamics AX. You can assign priorities of high, medium, low, or you can assign priorities on a numerical scale, for example, 1 through 5 where 1 is low priority and 5 is high priority. You create priorities in the Priority form (Sales and marketing > Setup > Leads > Priority), and you can mark one or more priorities as a hot alert. When you assign a priority to a customer case, you can view whether the priority is marked as a hot alert. If you assign a priority that is marked as a hot alert to a customer case, and you search for that customer by using the Customer service form, the Hot alerts form opens automatically, and you can view the notes that have been entered for the case. You can also click Edit to update the case details.

• To remove a hot alert from a case – In the Case form, change the priority of the case to a priority that is not a hot alert.

• To add a hot alert to a case – In the Case form, change the priority of the case to a priority that is marked as a hot alert.