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Applies to Product – Dynamics 365 Commerce


What’s happening?
Customers are experiencing issues with the up-sell and cross-sell rules, which are inconsistently applied and lack a clear pattern.


Reason:
The rules are globally exclusive on a group of cross-sell/up-sell items. If an item meets the condition, then the rule will apply; otherwise, no cross-sell/up-sell occurs. There is no clear pattern determining which rule gets used, leading to confusion regarding the evaluation of multiple rules.


Resolution:
Setup Conditions: Define the conditions that need to be met for the up-sell or cross-sell rule to apply. For example, set up a condition for the customer's state or the mode of delivery.

  1. Go to Sales and marketing > Setup > Up-sell/cross-sell > Conditions.
  2. Create a new condition and select the relevant table and field.
  3. Define the operand and value for the condition.
Create Rules: Combine the conditions into a rule.
  1. Go to Sales and marketing > Setup > Up-sell/cross-sell > Rules.
  2. Create a new rule and add the conditions with the logical relation (e.g., AND).
Assign Rules to Products: Link the rule to specific products in the catalog.
  1. In the catalog management, select the product and configure the up-sell/cross-sell items.
  2. Assign the rule to the product.
Test the Setup: Create a sales order to verify that the up-sell/cross-sell items appear as expected based on the defined rules.
  1. Ensure the sales order header has the source field set to the source code ID of the catalog.
  2. Enter a sales line for the product and save. The up-sell/cross-sell items dialog should appear if the conditions are met.
Advanced Configuration: Up-sell and cross-sell can be defined as basic configurations, or the organization can use a more advanced rules configuration to require additional variables to be true before the upsell or cross-sell item is offered to the customer.
  1. Review Scenarios: Ensure that all possible scenarios are covered in the Rules and Conditions setup to achieve the expected behavior.