Customer service representative security role (TradeCustomerServiceRepresentative) [AX 2012]

Updated: May 6, 2014

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

The Customer service representative security role represents a user who documents customer service events and responds to customer service inquiries.

By default, this security role is assigned the following duties in Microsoft Dynamics AX.

Duty name

Duty AOT name

Duty description

Review case process

CaseCaseProcessReview

Monitor, analyze, and improve the case process

Maintain cases

CaseCasesMaintain

Maintain cases

Maintain sales cases

CaseSalesCasesMaintain

Maintain sales cases

Maintain service cases

CaseServiceCasesMaintain

Maintain service cases

Inquire into customer master

CustCustomerMasterInquire

Respond to inquiries about customer master data

Role center URL redirection

EPHomePageView

Enable redirection from generic role center URL

Inquire into related inventory status

InventRelatedInventoryStatusInquire

Respond to inquiries about the status of the related inventory

Maintain correction of serial numbers

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

InventTrackingRegisterCorrectionMaintain

Make corrections to serial numbers that were registered during the sales process

Maintain registration of unreadable serial numbers

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

InventTrackingRegisterUnknownMaintain

Register serial numbers as not readable as part of the sales process

Maintain service event groups

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R2 and Microsoft Dynamics AX 2012 R3.

MaintainServiceEventGroups_IN

Process catalog requests

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRCatalogRequestMaintain

Merge and unmerge customers

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRCustMergeMaintain

Merge and unmerge customer records

Maintain customer service

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRCustomerServiceMaintain

Maintain customer service

Inquire into order events

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCREventInquire

Respond to inquiries about order events

Maintain sales return order

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRReturnSalesReturnOrderMaintain

Document and record sales return order

Maintain sales order holds

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRSalesHoldMaintain

Maintain sales order

NoteNote

This duty is assigned to the role only in Microsoft Dynamics AX 2012 R3.

MCRSalesOrderMaintain

Approve return acknowledgement

ReturnAcknowledgementApprove

Approve and authorize return acknowledgement

Maintain sales return order

ReturnSalesReturnOrderMaintain

Document and record sales return order

Inquire into sales return order progress

ReturnSalesReturnOrderProgressInquire

Respond to inquiries about the status of the sales return order process

Inquire into sales order progress

SalesOrderProgressInquire

Respond to inquiries about the status of the sales order process

Maintain sales packing slip

SalesPackingSlipMaintain

Document and record sales packing slip

Maintain service orders

SMAServiceOrdersMaintain

Document and record service business events

Maintain activities

smmActivitiesMaintain

Maintain activities

Review prospects

smmBusinessRelationMasterReview

Monitor, analyze, and improve the prospects

Maintain prospects

smmBusinessRelationsMaintain

Maintain prospects

Maintain contacts

smmContactsMaintain

Configure and maintain contacts

Inquire into knowledge articles

smmKnowledgeArticlesInquire

Respond to inquiries about knowledge article data

Inquire into leads and opportunities

smmLeadsAndOpportunitiesInquire

Respond to inquiries about lead and opportunity data


Announcements: To see known issues and recent fixes, use Issue search in Microsoft Dynamics Lifecycle Services (LCS).

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