Create sales orders in the call center

Applies To: Microsoft Dynamics AX 2012 R3

This topic explains how to create a sales order in the call center and how to complete additional tasks in the sales order. For example, you can search for products, add items for up-selling or cross-selling, add a coupon to a sales order, and add notes to a sales order header or line.

Create a sales order in the call center

1. Click Call center > Common > All sales orders.

2. On the Action Pane on the Sales order tab, in the New group, click Sales order.

3. In the Create sales order form, select the customer account, enter additional information about the customer, and then click OK.

4. In the Sales order form, on the Action Pane, click Header view and enter information about the sales order.

5. After you enter the general information for the sales order, on the Action Pane, click Line view to add line items to the sales order.

6. On the Sales order lines FastTab, click Add line to add a single line item, or click Add lines to add multiple lines.

   For information about how to add an item list to the sales order, see Create orders from item lists.

Search for products from a sales order

You can perform full-text searches in the Sales order form. Use this procedure to search for a product from within a sales order.

1. Click Call center > Common > All sales orders. Create a new sales order or select an existing order.

2. In the sales order, on the Sales order lines FastTab, click Add line.

3. In the Item number field, enter a search term, and then press the TAB key.

   The Item Search form opens and shows the search results. The Available physical column shows how many items are available in inventory.

4. To add an item in the search results to the sales order, select the item, and then, in the Sales quantity field, enter a quantity.

5. Click Apply to add the selected item to the sales order and keep the Item Search form open.

   –or–

   Click Create to add the item to the sales order and close the Item Search form.

Add items that are eligible for cross-sell or up-sell

When you add an item to a sales order and that item has been marked as eligible for cross-sell or up-sell, you will be prompted to offer the corresponding item. For more information about how to set up items for cross-sell or up-sell, see Set up products for cross-selling and up-selling. Use this procedure to add an item that is eligible for cross-sell or up-sell to a sales order.

1. Click Call center > Common > All sales orders. Create a new sales order or select an existing order.

2. In the Sales order form, on the Sales order lines FastTab, click Add line.

3. In the Item number field, select the item number of the item that the customer is purchasing, and then, in the Quantity field, enter the quantity of the item that the customer is purchasing.

4. Press CTRL+S to save your changes, or tab out of the field.

   The Up-sell/cross-sell items form will open.

5. Use the item information and the script in the Up-sell/cross-sell items form to offer the customer an alternative item.

6. Update the sales order line items as necessary.

Add a coupon to a sales order

You can add a coupon to a sales order. The coupon can offer either an amount discount or a percentage discount on the sales order total. For information about how to set up coupons, see Set up coupons for customer orders in the call center. Use this procedure to add a coupon to a sales order.

1. Click Call center > Common > All sales orders. Create a new sales order or select an existing order.

2. In the Sales order form, on the Action Pane, on the Manage tab, in the Coupons group, click Coupons.

3. In the Coupons form, select a coupon from the list and then click Close, or click New to add a coupon to the list.

4. If you select to add a new coupon, in the Coupon ID field, select the ID of the coupon that you want to add to the sales order.

5. Close the form.

Add notes to a sales order header or sales order line

You can attach a note to a sales order as a whole or attach one to a sales order line. Notes that are attached to a sales order or sales order line can then be printed on the picking list, packing slip, or invoice. Use these procedures to add a note to a sales order header or sales order line.

To add a note to the sales order header, follow these steps:

1. Click Call center > Common > All sales orders. Create a new sales order or select an existing order.

2. In the Sales order form, on the Action Pane, on the Sales order tab, in the Attachments group, click Notes.

3. In the Notes form, click New, and in the Select note category field, select Order header.

4. On the Overview tab, select the note type and then enter a brief description of the note.

5. In the Restriction field, select whether the note should remain internal to the organization, and then, in the Note text box, enter the text of the note. Click Close.

To add a note to a sales order line, follow these steps:

1. Click Call center > Common > All sales orders. Create a new sales order or select an existing order.

2. In the Sales order form, on the Sales order lines FastTab, select the line item that you want to add a note to, and then click Sales order line > Attachments > Notes.

3. In the Notes form, click New, and in the Select note category field, select Order line.

4. On the Overview tab, select the note type and then enter a brief description of the note.

5. In the Restriction field, select whether the note should remain internal to the organization, and then, in the Note text box, enter the text of the note. Click Close.

See also

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