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Working with Orders

This chapter describes how end users work with existing orders. For information about creating a new order, see Creating a Quote or Order.

An order is a commitment on the part of the customer to purchase products and services at a specific price. Orders can be generated by sales people from quotes, or may be created directly by call center agents and sales administrators. Orders can be created and placed all at once, or developed in stages as the customer clarifies the configuration of the items, requests availability, payment information, shipping information, and other details. When the order is complete, the end user submits it.

After the order is placed, a call center agent can monitor the order, proactively informing the customer of order status and delivery information. In the case of a customer inquiry, an agent can use the Get Status business service to obtain the latest information and determine the status of the order, if the order is being processed by the back office. In the event that post-order service is required, service requests and returns can be created against the order.

Orders are identified as either sales orders or service orders. Sales orders are generally for new products, while service orders are used to support service parts processing, including part locator, repair depot, and so forth.

End users work with sales orders and service orders in very similar ways, however some features are specific to each type. This chapter focuses primarily on sales orders. For details about working with service orders, see Siebel Field Service Guide.

If your company purchased Siebel Incentive Compensation, end users can specify who should receive compensation for an order in the Sales Credit Assignment view tab. For more information, see Siebel Incentive Compensation Administration Guide.

Order Header Summary and Header

Basic information about an order is contained in three forms: the More Info form, Header Details, and the Order header summary.

The More Info form details the information shown in the Orders list, and includes fields that end users may want to use to help identify or locate a particular order, such as account and contact information, order number, requested date, and the order total.

When an end user drills down on a particular order, the user sees an Order header summary at the top of each Order detail screen. This header summary repeats some of the key summary information about an order that the user may want to have in view while working with the various details of an order. For example, the end user can continue to see the total, status, and requested date while entering line items, shipping information, and payment details.

The Header Details form contains information that is applicable to the entire order. Some of the fields in the Header Details form are used to default the corresponding values for the order line items when an end user adds them. For example, end users can set a default discount to be applied to line items as they add them. This minimizes the entry the end user has to do for individual items in large orders. However, end users can still override this with discounts to some or all individual line items, as they add them.

Topics in this Chapter

This chapter covers the following topics:


 Siebel Order Management Guide 
 Published: 18 April 2003