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Siebel Order Management Guide Addendum for Industry Applications > Workflows for Customer Ordering >

Processing an Order Checkout

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This group of workflows is used to process an order checkout. It consists of the workflow process and nested subprocesses:

CUT eSales - Checkout Process
CUT eSales - Set Quote Account Info
eSales - Enter Payment Details Process
CUT eSales - Bill Me Process
eSales - Complete Checkout Process
CUT eSales - Prepare Quote Process
eSales - Authorize Order Process

CUT eSales - Checkout Process

This workflow invokes multiple subprocesses to process an order checkout. This workflow is shown in Figure 24.

For more information, see Processing an Order Checkout (End User).

The user starts this workflow by clicking the Checkout button in the Shopping Cart View.

Figure 24. CUT eSales - Checkout Process Workflow

Workflow Description. This workflow:

Checks to determine whether the user is logged in. If not, displays the Log In view and terminates.

NOTE:  Set Pending Request is set so that the workflow continues with the checkout process. However, you can configure this stop to redefine the checkout process to meet your business needs.

If the user has logged in, the Quote ID is stored in the Current Checkout Quote Profile attribute. The account information is set for the quote.

See CUT eSales - Set Quote Account Info

The checkout process is complete.

CUT eSales - Set Quote Account Info

This workflow is called to set Quote Account information. This workflow is shown in Figure 25.

The CUT eSales - Check Out Process invokes this workflow.

Figure 25. CUT eSales - Set Quote Account Info Workflow

Workflow Description. This workflow:

Retrieves the account associated with the user. If the user does not have an account and the Quote's ship to account is not specified, counts the number of accounts for which the user is a contact.
If the user is a contact of more than one account, displays the Select Account View.

The user must select an account.

If the user is an account user, or an account is identified as the only account, or it is chosen by the user, fills in the account.
If the ship to account is specified, sets the account to be the current account and fills in the Account Id information with the quote.
If the service account is empty, sets the service account to be the current account and fills in the Account Id information with the quote.
If the billing account is empty, sets the billing account to be the current account and fills in the Account Id information with the quote.

Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods.

Workflow Step	Business Service Method Called
Get # of Accounts	GetBCCount.

eSales - Enter Shipping Details Process

This workflow allows a user to specify a destination address for shipping products. This workflow is shown in Figure 26. This workflow is invoked by the eSales - Checkout Process.

Figure 26.  eSales - Enter Shipping Details Workflow

Workflow Description. This workflow:

Checks to determine whether an address has already been selected
If no address has been selected, the workflow checks whether the user is associated with an account, and if so, whether the primary address of the account should be used.
If the user is associated with an account but the primary address is not used, the Select Account Address View is displayed. The user chooses an address. After the address is selected, the workflow sets the address as the account address.
If the user is not associated with an account, the user's personal addresses are checked.
If the user's personal address not to be used, and the user's address book is empty, the Personal Shipping View is displayed. The user enters a shipping address.
If the address book is not empty, the Select Personal Address View is displayed and the user selects an existing address. The selected address is set as the user's personal address.
If an address is required it is validated. If is not, an error message is displayed.
If the address is valid and the user is an account user, the address is set as the primary address of the account.
If the user is not an account user and the user has set the Save check box in the Personal Shipping View, the shipping address is saved.

See eSales - Save Shipping Address for more information.

Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method.

Workflow Step	Business Service Method Called
# Personal Addresses	GetBCCount

eSales - Save Shipping Address

This workflow is invoked during order processing to save a shipping address for the account. This workflow is shown in Figure 27.

The CUT eSales - Enter Shipping Details workflow invokes this workflow as a subprocess.

Figure 27.  eSales - Save Shipping Address Workflow

Workflow Description. This workflow:

Saves the address.
If it saves the address successfully, associates it with the customer.
If the account does not have a primary address set, sets the new address as the primary address.

If any step causes an error, the workflow terminates.

eSales - Set Primary Account Address

This workflow (shown in Figure 28) allows the user to specify a primary account.

Figure 28. eSales - Set Primary Account Address Workflow

Workflow Description.

Checks for a primary account address.
If there is not a primary account address, sets the specified account address as the primary account address.

eSales - Enter Payment Details Process

This workflow allows the user to specify the type of payment: Credit Card, Purchase Order, or Bill to address. This workflow is shown in Figure 29. The eSales - Complete Checkout Process invokes this workflow.

Figure 29.  eSales - Enter Payment Details Process Workflow

Workflow Description.

Checks the caller workflow. If an error message was passed by the caller workflow, the payment must be reselected.
If a payment option has already been selected, it is verified.
If the user has a primary credit card, it is automatically selected as the payment option.
Checks to determine whether the user has a Purchase Order approved account.
If not, retrieves the user's credit card information.
If a credit card is not specified for the user, displays the Standard Payment View.
If the user has one or more credit cards specified or has a Purchase order approved account, displays the Select Payment View.

The user selects to make payment by Purchase Order, Credit Card, or request to be billed.

If the user chooses to be billed, the Bill Me Process is invoked.

Bill Me applet is only displayed if the following two conditions are met:

The application definition is CME eSales (evaluated at the applet level)
At least one of the products in the shopping cart is a service item as defined in the Product Administration.

See CUT eSales - Bill Me Process.

If the user selects credit card as the payment method, the purchase order number is cleared and the selected credit card details are retrieved.
If the user selects purchase order as the payment method, the credit card details are cleared and the purchase order payment method is set.
If the user chooses Continue in the Standard Payment View, the purchase order number is cleared.
The payment method is validated. If it is not valid, an error message is displayed.
If the credit card is valid, it is saved in the user's profile.

CUT eSales - Bill Me Process

This workflow determines whether an address can be identified for billing the user. This workflow is shown in Figure 30. The CUT eSales - Enter Payment Details Process invokes this workflow as a subprocess.

Figure 30. CUT eSales - Bill Me Process Workflow

Workflow Description. This workflow:

Clears any credit card or purchase order details.
If the user is not associated with an account, gets the address from the address book and sets this as the billing address.

NOTE:  This information will be used to create a billing account for the user.

If the user is an account user but a billing account is not identified for the user, displays the Select Billing Account view. The user selects the billing account to be used.
Once a billing account is identified for the user, if an address cannot be identified for that account, displays the Select Billing Account Address View.

The user enters a billing address.

Validates the address by checking for required fields. If the fields are not filled in, displays an error message.

The user must enter a valid address.

Associated Business Service Methods. The following table shows the step in this workflow that calls a business service method.

Workflow Step	Business Service Method Called
Primary Billing Account	SelectPrimary

eSales - Complete Checkout Process

Displaying the Order Summary View, this workflow allows the user to change the shipping details and payment details, cancel the order, or confirm the order. If the user decides to continue shopping, the Shopping Cart View is displayed. If the user decides to cancel the order, the Home Page view is displayed. If the user decides to continue with the order and depending upon the order items, the CUT eSales - Auto Select Billing, Service Accounts Process, and CUT eSales - Authorize Order Process are triggered to complete the ordering process. This workflow is shown in Figure 31.

The CUT eSales - Checkout Process invokes this workflow.

Figure 31.  eSales - Complete Checkout Process Workflow

Workflow Description. This workflow:

Explodes any item in the Shopping Cart that has quantity of more than one. The items are exploded into multiple items with a quantity of one.

CAUTION:  If customers are expecting orders with large quantities, orders with quantities over 200, then the Explode step should be moved to after the Submit order as performance can be adversely impacted by exploding large quantities.

Checks to determine whether any products are to be shipped and if so, calculates the shipping costs.
Calculates the taxes and if there is an error, the user must re-enter shipping details.
Saves the error message returned by the `Calculated Taxes' step.
If the tax calculation is successful, displays the Order Summary View.

The user indicates whether to change shipping details, change payment details, proceed with the order, or cancel the checkout.

If the user chooses to change the shipping details, invokes the Enter Payment Details subprocess.

See eSales - Save Shipping Address for more information.

If the user chooses to cancel the checkout, returns the user to the Home Page or to the Shopping Cart View depending upon whether the checkout was initiated from a Quote or the Shopping Cart.
If the user chooses to continue with the Order, invokes the Prepare Quote and Authorize Order processes to complete the checkout.

See eSales - Complete Checkout Process and eSales - Authorize Order Process for more information.

CUT eSales - Prepare Quote Process

This workflow is invoked as a subprocess to generate and return the necessary event information for the order. This workflow is shown in Figure 32.

The eSales - Complete Checkout Process invokes this workflow as a subprocess.

Figure 32. CUT eSales - Prepare Quote Process Workflow

Workflow Description. This workflow:

Checks to determine whether any item in the shopping cart is a service instance. If not, it terminates.
Checks to determine whether the user is associated with an account or not. If the user does not have an account, creates a customer account for the user (based on the shipping and billing address provided earlier in the checkout process) and sets the quote's billing and service accounts to this new account.
If the user is an account user, selects the billing and service account and displays them in the Quote Summary View.

The user can accept the selected accounts and confirm the order by clicking Submit or choose to edit the accounts.

If the user chooses to edit the accounts, displays the User Select Service and Billing Account View.

The user selects the required service and billing accounts.

Getting Account information.
If there are no changes to the Service and Billing Account fields (they are still NULL), their default values become the service and billing information included in the Order header.
If either the Service or Billing Account fields are changed, the current (non-NULL) value is kept.

Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods.

Workflow Step	Business Service Method Called
Creating Customer Account	CreateOrder
Rolling Down Account Info to Line Items	SetLIAccounts

eSales - Authorize Order Process

This workflow verifies payment details and creates a credit card order or purchase order. Then it sends an order approved email and displays the Order Confirmation View. This workflow is shown in Figure 33.

The eSales - Complete Checkout Process invokes this workflow as a subprocess.

Figure 33. eSales - Authorize Order Process Workflow

Workflow Description. This workflow:

Checks the payment method selected by the user.
If the user has chosen to pay by purchase order, checks to determine whether any auctioned items are included in the order or not. If not, creates a purchase order.
If the user has elected to pay by credit card, authorizes the credit card. If it is not authorized, invokes the Enter Payment subprocess.
The user specifies an another payment method.
If the user chooses to pay using an authorized credit card, the workflow creates a credit card order and emails a confirmation email to the user.
Explodes order line items, creating multiple copies of a line item for any line item with a quantity greater than 1.

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