Improved order recall for omnichannel orders in Customer Service
Important
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| Enabled for | Public preview | General availability |
|---|---|---|
| End users by admins, makers, or analysts |  Apr 13, 2020 |
Jul 10, 2020 |
Business value
Dynamics 365 Commerce provides solutions to allow order capture and processing through multiple channels, such as point of sale (POS), call center, and e-commerce. When dealing with multiple order capture systems, the methods used to provide the customer with their order reference data are different. POS transactions use receipt IDs, call center orders use order numbers from a headquarters sequence, and e-commerce orders use a different order number sequence. Eventually, these orders are centralized in the headquarters and reassigned a headquarters order number. From a customer service perspective, our headquarters (HQ) users are challenged today to properly locate transactions and orders in the headquarters if they were created as “guest checkout” or “customer unknown” transactions.
By adding more visibility and cross-referencing all of these various order identifiers through our customer service and order search functionality in both the headquarters and POS applications, we can provide users with an easier time of locating the order in question in a customer service scenario.
Feature details
This feature will enhance the existing customer service pages in HQ to allow for cross-referencing and easier lookup of sales orders by customer, order number, receipt ID or e-commerce transaction ID.
POS order recall features will also be improved to allow for lookup by receipt ID, order number, or e-commerce order number.
E-commerce will be improved to ensure that a customer has the ability to view their order history and see receipt numbers, HQ sales order numbers, or e-commerce sales order numbers as applicable.