Add images and customer service scripts to item information

Applies To: Microsoft Dynamics AX 2012 R3

This topic explains how to add images and scripts for customer service representatives to use when they sell an item through a call center. This information is included in the item record that the customer service representative sees when he or she talks to a customer.

Prerequisites

The following table shows the prerequisites that must be in place before you start.

Add an image to an item record

Use this procedure to add an image to an item record.

1. Click Product information management > Common > Released products.

2. Select the item to add the image to, and on the Action Pane, on the Product tab, click Edit.

3. In the Released product details form, on the Action Pane, on the Product tab, in the Set up group, click Product image.

4. In the form that opens, click New.

5. In the Type field, select the file type and then enter a brief description of the file contents. For example, file type might be .jpg or a URL, and the description might be Premium bicycle helmet - Adult.

6. In the Media usage field, select whether the image is to be used internally or externally to the organization.

7. Select the Default image check box to indicate that the image that you added is the default image for the item.

Add a customer service script or note to an item record

Use this procedure to add one or more scripts or notes to an item record. Scripts can be used by a customer service representative when referencing or selling an item to a customer. Notes are intended to be read by the customer service representative only, whereas scripts are intended to be spoken by the customer service representative to the customer.

1. Click Product information management > Common > Released products..

2. Select the item to add the script to, and on the Action Pane, on the Product tab, click Edit.

3. In the Released product details form, on the Action Pane, on the Scripts tab, click Scripts.

4. In the Scripts form, click New, and in the Category field, select the product category of the item.

5. In the Priority field, enter the priority in which the message will show.

   For example, if you add three scripts to an item, you might assign a priority of 1 to the first script, 2 to the second, and 3 to the third script. When a customer service representative views the scripts, the script with a priority 1 is first in the list of scripts.

6. Select the Active check box to activate the script, and in the Type field, select whether you are adding a note or a script.

7. In the Script name field, select the script. The text of the script will appear in the Text field.

Technical information for system administrators

If you don't have access to the pages that are used to complete this task, contact your system administrator and provide the information that is shown in the following table.