What should you do?

Topic 2, Wingtips Toys

Case study

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Wingtip Toys sells toys made for children who are ages zero to 12 years old. The toys focus on science, technology, engineering, and mathematics (STEM) concepts.

The company has 200 retail stores globally. Several physical store sales locations exist, but the majority of sales are direct sales through independent contractors who sell to a close network of acquaintances. Sales representatives are non-salaried employees who are exclusively compensated through commissions.

Current environment. General

Wingtip Toys uses Dynamics 365 Commerce to manage retail operations. The company has independent sales representatives who use a mobile app to create orders and then submit the orders by emailing the company a Microsoft Excel workbook.

All physical store locations run the Modern Point of Sale (POS) application on Microsoft Surface devices. High-performing sales representatives use the Modern POS on Apple iOS devices. Commerce channels are logically grouped by region and serviced by a single warehouse.

Current environment. Products

The products that are available for independent sales representatives to sell change often. Some toy sales are available only in certain markets. Many toys are made in only a limited run capacity.

Physical store locations can sell all products that are not discontinued.

The company uses product groupings to control viewing of products and product reporting.

Reports include data about discontinued products.

Current environment. Pricing

✑ Pricing is structured to be simplistic across all products. Products with different manufacturing costs must have similar prices if they are similar products.

✑ The company calculates prices by using formulas in Excel workbooks. The prices are manually entered into Dynamics 365 Commerce.

You define the following Smart Rounding rules:

Current environment. Printed catalogs

✑ Printed catalogs are mailed to sales representatives quarterly, but Wingtip Toys would like to get away from this practice

✑ Printed catalogs show all sellable products and highlight new products that will be released in a few months. The products are called unreleased products

✑ Sales representatives often mistakenly create sales orders for the unreleased products. These errors cause customer expectation issues

✑ Sales representatives occasionally provide feedback about a set of items. This results in the need for new product attributes that Wingtip Toys includes in future printed catalog releases

✑ Printed catalogs include product highlights, ratings, and reviews. The reviews are displayed under the products.

Current environment. Independent sales representatives

✑ Sales representatives own the relationships with their clients. The representatives are responsible for communications with their clients

✑ Each sales representative is tracked in the current system as their own retail location or retail channel, much like each physical store is. Sales representatives are grouped under one of 10 different geographical regions

✑ Sales representatives often provide special friends and family pricing to all customers that are not available at the physical store locations

✑ Sales representative pricing is considered base pricing and not a discount

✑ Sales representatives collect customer feedback on products and pass feedback to the Wingtip Toys corporate office when they have time. The length of customer reviews is restricted in the current product management system and varies by product category

Current environment. E-commerce

✑ The company has a primary website that focuses on brand awareness. The website does not support e-commerce

✑ Wingtip Toys has three blogs but actively maintains only one of the blogs. All three blogs still report high web traffic

✑ The out-of-the-box e-commerce channel offering was a significant factor when selecting Dynamics 365 Commerce

✑ The company is concerned that adding customer-facing online reviews and ratings may create problems. Reviews may include content that is inappropriate for children

✑ The existing e-commerce site is inaccessible to several customers who have disabilities

Requirements. Products

✑ You must replace the printed catalogs with functionality in Dynamics 365 Commerce for all channels

✑ Preview items must be visible in all retail channels before the items can be sold in any channel

✑ You must prevent sales representatives from adding preview and discontinued products to transactions during product entry. New products being introduced for a season must be set up in their own product hierarchy group. The group correlates to their season and year

✑ Products that will be discontinued must not be sold for a one week prior to being removed from visibility within the POS. Sales associates must have to call headquarters to place an order for those products

✑ At the end of the season, the products in that hierarchy group will be removed from that season and year group and moved to their new category hierarchy group based on the type of toy

✑ The solution must use only one product hierarchy. Supplemental hierarchies must not be used. The solution must allow the company to manage products at the group level where possible, which can be by product category or ad hoc grouping of items

✑ All products must be discontinued in a single, streamlined process but are not discontinued by product category. The action of discontinuing the products must be done at the single item level or with ad hoc grouping

✑ All pre-released products must be made available for sale in a single, streamlined process

✑ New attribute groups must be added or removed from product groups quarterly based on sales representative feedback

✑ New monthly pricing must be automatically created by the system and must be reviewed and posted before pricing can take effect

Requirements. Pricing

✑ The solution must allow for pricing changes by the different sales channels

✑ Calculated sales prices for items must automatically be changed to unify product pricing based on pricing ranges

✑ Prices must be adjusted monthly by using a model that uses costs plus a percentage increase of between 35 percent to 55 percent. The percentage increase must be based on product groups, per the following examples:

✑ The physical stores run rotating weekly specials where certain product categories are discounted by 10 percent of the products’ retail price

Requirements. Printed catalogs

✑ E-commerce functionality must replace functionality in the current printed catalog

✑ Some customers do not want their reviews printed in the catalogs. These customers must complete a Microsoft Forms survey to request that the company does not print their review in catalogs. Wingtip Toys must be able to look up the account identifier for the customer and remove the associated information from the system

Requirements. Independent sales representatives

✑ Access to the Modern POS must be restricted to Wingtip Toys super users and only be used by sales representatives that meet a certain volume of sales a year

✑ All customers who transacted with the sales representative must be visible in Modern POS by the sales representatives. Other customers must not be visible by default.

✑ If a customer has an active account with Wingtip Toys, but has not transacted with the sales, the representative must be able to retrieve that customer information in the Modern POS

✑ Sales representatives must no longer be responsible for customer reviews

Requirements. E-commerce

✑ An e-commerce channel must be created within Dynamics 365 Commerce

✑ All information from the printed catalogs should be located within the e-commerce solution

✑ Customers and Independent sales representatives can use the e-commerce site to research products and to provide feedback on previous purchases

✑ The solution must allow for customers and their reviews to be completely deleted upon request

✑ The footer of the website must have a link named Customer reviews support, which will allow users to submit removal requests by using Microsoft Forms

✑ The e-commerce site must have a single blog site to centrally manage all new blog posts

✑ All prior e-commerce sites must redirect to the new e-commerce-focused Wingtip Toys website

✑ All existing URLs must remain the same. The new Wingtip Toys e-commerce site will use the newly secured URL wingtiptoys.com

✑ All existing web traffic to all existing, active website links must continue to operate through search engines and affiliate links, but all traffic should now use the new e-commerce website

✑ The new e-commerce site must meet all United States and Federal compliancy guidelines

✑ The new e-commerce site must reach the largest audience possible

Requirements. Order delivery

✑ Shipping charges are managed by shipping method and dollar value

✑ All order over $250 must always receive free shipping using certain shipping methods

✑ Shipping charges will be calculated as $0, not as a discount off a shipping amount

✑ Shipping charges must be managed by one of the ten different regions

You need to configure the system for discontinued products.

What should you do?
A . Move discontinued products to a product category that is excluded from the items sold in store
B . Include items by products categories and explicitly specify each discontinued product to exclude
C . Stop the discontinued products for sales in the Default order settings
D . Block the discontinued products at the register
E . Include items by product categories and exclude discontinued products by product categories

Answer: C

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