Only orders that have an approved payment status are allowed to move through the system for additional order processing steps, such as picking and shipping. The system calculates the Payment status when the sales order is submitted. If the Enable order completion setting is turned on for the call center channel, the Payment status field will be tracked on the order. If the user is trying to cancel the order, he or she must correctly cancel it by using either the Cancel function or the Delete function, depending on the function that the user's security allows. If the order can't be correctly submitted together with payment, the user can use the order holds functionality to put the order on hold. When the Enable order completion setting is turned on for the call center channel, if line items are entered on a sales order and the channel user tries to close or navigate away from the sales order form without first selecting Complete, the system enforces the order completion process by opening the sales order recap page and requiring that the user correctly submit the order. Orders that fail payment or fraud validations are put on hold and can't be released to further processing (such as picking or shipping) until the issue that caused the hold is resolved. In addition to payment enforcement, the order submission process can trigger fraud checks that you configure in the system. This process enforces the capture of payment and payment validation logic. All sales orders that are created when the Enable order completion setting is turned on must go through the order completion process. You run these rules by selecting the Complete button that is added on the Action Pane of the sales order page.

When this setting is turned on, all sales orders must go through a set of validation rules before they can be confirmed. The Enable order completion setting on the call center channel has a major effect on the order processing flow of sales orders that are entered for that channel. Three settings in the configuration of a call center have a major effect on the features and functions that are available for sales orders that are created against that call center: Enable order completion, Enable direct selling, and Enable order price control. The email triggers can be configured against system events, such as order submission or order shipment.īefore sales can be correctly process through a call center channel, correct payment methods and delivery modes must be defined for the channel.Īt the level of the call center channel, you can define other default values that are related to the financial dimensions that will be linked to orders that are created by that channel. The profile defines the set of email templates that is used when email is sent to customers who place orders through the call center channel. Currently, a single user may not be linked to multiple call center channels at the same time.Īn email notification profile can also be configured on the call center channel. Any sales order that a user creates is automatically linked to that user's call center channel. Users must be linked to a call center channel to use the features of call center. In that case, the customer's warehouse is entered by default. Then, when sales orders are created in that channel, the default warehouse is automatically entered on the sales order header, unless another warehouse has been defined on the customer that is selected for the sales order. Because call centers are created as operating units, users can link the call center channel to various Commerce features, such as assortments, catalogs, and specific modes of delivery.Ī default warehouse can be configured on the call center channel. When a new call center channel is created, it's systematically assigned an operating unit number. Call center channels are configured at Retail and Commerce > Channels > Call centers > All call centers, and they are specific to a legal entity. A company can define multiple call center channels in Dynamics 365 Commerce.

Callcenter process