Call Center Price Override Functionality with Manager Approval Workflow for Dynamics 365

In AX2012 R3, the manager override was done in “realtime” and when changing the price, you received a pop up window to enter your Reason code and Override login.  In Dynamics 365, manager override can no longer be done in “realtime” and this functionality uses workflow to put the order on hold and as a second step the manager reviews and approves the workflow and the hold is released for the price change.  You will no longer receive a pop up window to prompt for the reason code and login.  The reason code is manually added to the sales order line and the manager login was replaced with Workflow approval process.

There is a security roll setup required to allow a user to override the price and the percent that the user can override.  When the price override is over that percent, the manager approval is then triggered (with workflow), and the sales order would be put on hold for approval.

The steps for setting up Call Center Price Override with Manager Approval are as follows:

Step 1- A Retail Sales Line workflow should be created for the action - approve sales order price override. The creation of the workflow can be found on https://technet.microsoft.com/en-us/library/hh227492.aspx

under Design and Configure workflows for Microsoft Dynamics AX

My Workflow is a very basic workflow.

(Retail and Commerce > Headquarters setup > Commerce workflows)

New

Select Retail sales line workflow in the Create workflow

Download the Workflow framework and sign in

Drag Approve sales order override into the workflow

Drag line from “Start” to “Approve sales order price override”

Drag line from “Approve sales order price override” to “End”

Double-click on “Approve sales order price override”

Define submission instructions for the workflow

Select Assignment Type

Add User

Update Work item subject and instructions

Click Level up

Save and close

Click Activate the workflow

You should see the new Retail sales line workflow in the Commerce workflows form

Step 2 - Ensure override permissions for item costs for Retail Merchandising manager under call center setup. Enable order price control on call center and enable price override hold code on call center parameters. 

 Override permissions for item costs for Retail Merchandising manager. The user can override a price up to the Cost markup percentage.  Once the price goes over that percentage, the manager override is triggered with the workflow and the sales order goes on hold until the Manager approves and releases the hold and then processes the workflow.

(Retail and Commerce > Channel setup > Call Center Setup > Override permissions)

Enable order price controls (Call Center)

(Retail and Commerce > Channels > Call centers > All call centers)

Create a price override hold code and Enable price override hold code in Call Center Parameters

Select Channel users and add your user as a Call Center user

(Sales and marketing > Setup > Sales orders > Order hold codes)

(Retail and Commerce > Channel setup > Call center setup > Call center parameters)

Step 3 - Create a Call Center Sales Order with price override on the line and save the SO. Check that the order holds are inserted.

If the profit % is less than the percentage in step 2, then an icon will show up for the line, and a hold code will be put for this sales order, and users need to submit the sales order to workflow to gets approved, then the hold code will be removed.

 The item must allow price adjustments

(Product information management > Products > Released products > Sell fast tab)

Create sales order - Item was changed from 69.99 to 39.99 (Over the 30% set in Override Permissions in Step 2) and Price Reason code must be entered in Line details

 Note the Approval icon when the Unit price was changed

 (Accounts Receivable > Orders > All sales orders)

Workflow Icon and Workflow menu will display once the form is refreshed.

Step 4 - There is a workflow button on the sales order which should be used to submit for approval.

Submit the workflow

Click Submit All button

Workflow changes to Approval

Step 5 - Holds can be approved in Store management workspace. 

Once the workflow is in approved state, the sales order holds will be cleared. Without workflow approval, these holds cannot be cleared and will be inserted again and again by design.

Retail and Commerce  > Customers > Order holds

Clear the hold, so you can process the sales order

Complete Call Center Sales order payment with the approved price override.