Using the PeopleSoft Enterprise Order Capture Dashboard

This section provides overviews on the Order Capture Dashboard application and order capture dashboard data and discusses how to:

• Set up hold and business project predictions for PeopleSoft Order Capture.

• Set up order capture targets.

• Use the summary page to access discovery reports for PeopleSoft Order Capture.

• Use the order history discovery dashboard pages.

• Use the order revenue discovery dashboard pages.

• Use the order throughput discovery dashboard pages.

• Use the order capture time to deliver discovery dashboard pages.

• Execute actions from the order capture discovery dashboard pages.

• Use the failed action pages.

Understanding the Order Capture Dashboard Application

The section discusses:

• Actions.

• Alerts.

• Summary reports.

• Discovery reports.

• Setting up and running history plans.

• Summary calculations.

Actions

These actions are delivered as part of the Order Capture Dashboard solution:

• Cancel orders

• Change delivery methods

• Change requested arrival dates

• Override business project steps

• Override holds

• Send mail

• Substitute products

• Drill into order

• Resubmit failed action

Alerts

These alerts are delivered with the Order Capture Dashboard solution:

• Alert user to process bottlenecks

• Alert user of excessive revenue on hold

• Alert user of high value late orders for a single customer

• Alert user of failed action

Note. PeopleSoft CRM delivers a number of alerts with the Order Capture Dashboard. These alerts are an indication of the functionality that is made possible by the Order Capture Dashboard. PeopleSoft anticipates that most customers who license and use the dashboard will use the alert wizard in Oracle BAM to create alerts specific to their business processes.

Summary Reports

The Order Capture Summary page displays these elements and compares them to fixed targets as well as the attainment of those targets:

Discovery Reports

These reports are included in the Order Capture Dashboard to assist users in the discovery process related to order processing, revenue, and throughput:

Setting Up and Running History Plans

These history plans are set up to run nightly:

• OCD.History.Daily BP History

• OCD.History.Daily Hold History

• OCD.History.Daily Order History

These plans are triggered by alerts. To reduce the load on the system, you should set the time to run these plans when the load on the system is minimal (for example, in the middle of the night).

Summary Calculations

The OCD.Summary Calculations plan runs at intervals of about 5 minutes. This plan updates work tables used for alerts and data for report.

You can set the frequency of this plan in the monitoring properties of the plan, depending on how frequently users would like the data updated.

See Also

Oracle BAM Active Studio User's Guide

Oracle BAM Architect User's Guide

Initiating a Batch Data Load

Loading Dashboard Data

Understanding Order Capture Dashboard Data

This section discusses:

• Submission of orders.

• Canceling orders.

• Starting a business project.

• Changing the code for a business project.

• Predicting order delivery dates.

• Calculated revenue.

• Twenty-four hour time windows.

Submission of Orders

When the user clicks the Submit button on an order, the system:

• Initiates hold checking.

• Launches business projects.

These two actions are transparent to the user. To understand how to track orders after submission, you need to carefully distinguish between them. It's also important to note that hold checking and business projects are done sequentially (the order only moves to the business projects after hold checking is completed successfully).

Holds are basic checks on the order to make sure important information is present on the order. Holds are based on capture type and setID. Holds can be on the line level (for example, a product is not in the catalog) or at the header level (for example, an order doesn’t have a sold-to-contact).

If any holds are evaluated to be true during hold checking, then the order goes on hold. Nothing else is done to the order until all of the holds are fixed and the order is resubmitted.

You can resolve holds by either fixing the problem (for example, adding a sold-to contact to the order) or by merely overriding them (effectively saying that the hold condition is no longer important for this order).

Permission to override holds is granted based on the roles associated with the user's ID, so not every one will have the ability to override every hold.

Business projects are operations performed on the system in batch mode using the process scheduler. Business projects are subdivided into activities. Activities, in turn, are subdivided into tasks. Examples of tasks are sending an order confirmation email to the customer and creating installed products.

Each order can launch multiple business projects, based on its capture type and setID. The presence of certain products on an order can trigger additional business projects to run. However, when monitoring business projects, users will typically only concern themselves with the primary business project - the business project that actually sets the order to the completed status.

The capture type, business unit, and a few other characteristics of the order specify the initial activity in the business project. After that activity is performed, the business project transitions to a new activity based on whether the previous activity was performed successfully, timed out, and so on.

Each task in the activity is performed even if it is not directly relevant to the order. For example, there is a task in the core order business project to create an installed product. That task will start by querying the database to see if any installed products need to be created. If any installed products need to be created, they will be created. If not, the task is marked as successful and the business project proceeds to the next task.

Another important characteristic of business projects is that they exist at the header level and not at the line level (with the exception of the product-triggered business projects mentioned above). The business project begins a task by checking with the database to determine if any action needs to be performed. If an action is necessary, it loops over the lines that require the action. If no action is necessary, it proceeds to the next task. This means that a whole order can be stopped because a single line stops the business project from running. It also makes tracking the status of an order a little more demanding.

Note. In this release of the Order Capture dashboard solution, the system only supports the monitoring of users actions against new orders and service management orders. Financial Service Industry (FSI) orders are not supported by the dashboard system in this release.

Canceling Orders

When you cancel an order, it is removed from the dashboard completely. All line, header, and hold, information is eliminated. However, if the daily history reports were run before the order was cancelled, then the information from the cancelled order remains in the daily history reports. In addition, cancelled orders are not sent to the dashboard during initial load.

Starting a Business Project

Business projects are launched immediately after hold checking is completed. It doesn’t matter if the requested arrival date is the next day or in five months (the typical example is ordering a Christmas present in May).

For a case where the requested arrival date is far in the future, the fulfillment system waits until the appropriate lead time for the arrival date and then starts processing the order. As a result, the business project could take an extremely long time while it waits on a response from the fulfillment system, even though nothing was really wrong.

In this case any averages of task completion times and any associated predictions of task completion times are skewed.

An additional facet of business projects is that certain products on an order can trigger sub-business projects. These projects are run in series with the main business project and must be accounted for in the computations of estimated delivery times.

As orders flow through and sub-business projects are monitored in the Order Capture Dashboard, you can only view the current step the order is in. You can not distinguish between parent and sub-business projects (and the steps that comprise them). If you need to understand in greater detail a specific order's progress in the context of the entire business project, you can transfer to the appropriate pages in the CRM database to review the orders status in detail.

Changing the Code for a Business Project

Business projects utilize a free-form structure. This is both an advantage and a disadvantage. This free-form structure allows business projects to be a powerful tool. But it also means that metadata does not exist to describe certain aspects of them.

There are several pieces of information that do not exist in the metadata that you might need to change:

• Determining primary business projects.

  For the purpose of figuring out how long a business project will take to complete, the system only looks for business projects that are deemed primary. These business projects actually change the order status to Complete. The other business projects, which are called Secondary only do things like send out correspondence email. To determine whether a business project is primary or secondary, the system keeps a list of secondary business projects. Any business project that is not secondary is considered primary (table = RO_PRIMARY_BP).

• Adding new business project starting criteria.

  When an order is on hold, the system needs to determine how long the business project will take to run. To determine this, the system needs to know which business project will run. This information is stored in the RO_PROCESS_MAP table. For each process type (RO_PROCESS_TYPE) and capture type (CAPTURE_TYPE), this table shows what event will be run. This information is determined by PeopleCode and must be maintained in parallel with this PeopleCode. The criteria for which a business project will run is located in PeopleCode in RO_CAPTURE:BusinessLogic:DynamicEvents:BusinessProjectHandler.

  These criteria use the properties of the order to determine which business project to run. Because the order changes properties between when it is on hold and when the business project actually fires (namely, the order header status changes), PeopleSoft has built a simplified model that determines what business project will run. It is only used by the time estimation process for orders on hold to figure out which business project will run when the holds are fixed.

• Storing time periods.

  Since there is not an efficient way to store time periods that are used extensively in the dashboard calculations, PeopleSoft has coded calendar year quarters:

  • Quarter 1 = January to March

  • Quarter 2 = April to June

  • Quarter 3 = July to September

  • Quarter 4 = October to December

Predicting Order Delivery Dates

The dashboard relies on the past order completion data to estimate predicted order completion duration. As orders move through the business projects in the system's back end, the system captures the start and stop times for the different tasks in the business projects.

This data is analyzed to determine how the orders with certain products will complete in the future. The delivery time for an order can be skewed, however, in cases where one or more products are quickly fulfilled, while other products on the same order have a much longer lead-time.

Users should be informed about this, particularly for long-term, recurring types of orders. For example, assume the customer orders an allotment of light bulbs to be packaged and shipped 500 at a time every 3 months. Such an order would adversely impact the average completion time because, though the products are shipping and the order is processing as expected, the actual fulfillment date is much further into the future.

It is recommended that users split such orders whenever possible to maintain a more accurate average. As an order is processed in PeopleSoft Order Capture, it is recording the start and stop points for all the actions it takes in the back-end business project. Based on this data, the system computes averages for every task and business project in the system.

Here are the elements that are pertinent to this process:

PeopleSoft Order Capture is in charge of maintaining this information. It communicates the estimated task duration and estimated task-to-order duration to the dashboard whenever a task is completed. Using these averages, the dashboard can compute the predicted fulfillment date of orders.

Calculated Revenue

Revenue-related reports in the Order Capture Dashboard display the value of an order to a user. In different businesses the value of an order may mean different things, however.

In a product-related business the value of an order is simply the fixed revenue on the order. In many services-related industries an order for a service may only have recurring charges that represent the value of the order to the user.

In an attempt to make the reports in the dashboard as flexible as possible, the idea of an Include Recurring Revenue flag on the targets table is used to enable customers to determine if recurring revenue on an order is valuable to them.

If the Include Recurring Revenue flag is set to 1 the recurring revenue on an order is included in the calculation. If the value is 0, recurring revenue is not included.

There is also a concept of lost revenue for service companies. The Pro Rate Recurring Revenue flag on the targets table enables the users to decide if they want to pro rate the recurring revenue based on the number of days late when displaying the reports or just take all the recurring revenue for the period as lost. Valid values for this are Y or N.

See Oracle BAM Active Studio User's Guide

Twenty-Four Hour Time Windows

When dealing with real-time data reporting in the dashboard, it is important to understand that the time frame by which many reports are factored is a true 24-hour period. This means reports viewed at the beginning of a business day are reporting data from the prior business day.

This style of reporting is necessary to achieve a consistent data sample to recognize trends in normal operating procedures. By using a 24-hour time window, the user operates on the assumption that life in the back office is cyclical.

For example, if a business, which is expected to do an average of 2000 new orders per day, were to only factor in the orders accepted that day, it would be difficult for an operator to understand if they were experiencing an increase in incoming orders until they had actually surpassed 2000 orders for the day.

By measure a sliding 24-hour window, however, the user can view a constant count on orders coming into the system. This methodology of measurement enables dashboard users to detect fluctuations in the overall pattern of business in a more rapid manner.

Setting Up Hold and Business Project Predictions for PeopleSoft Order Capture

To set up hold and business project predictions for PeopleSoft Order Capture, use the Hold Predictions (OCD_HOLD_TIME) and Business Project Predictions (RO_BP_TIME) component.

This section discusses how to:

• Set up hold predictions.

• Set up business project predictions.

Note. You must run the Hold Predictions and Business Project Predictions Application Engine programs described in this section before you begin an initial data load.

Pages Used to Set Up Hold and Business Project Predictions for PeopleSoft Order Capture

Setting Up Hold Predictions

Access the Hold Predictions page.

Start Date and End Date	Enter the date range in which orders were processed to provide the system with information on which to perform calculations regarding predicted order completion durations.
Run Online	Select this option to run the process immediately.
Run in Batch Mode	Select this option to run the process using the process scheduler
Run	Click this button to initiate the process to load data to calculate hold predictions.
Process Monitor	Click this link to access the process monitor, where you can view the status of the job being run.
Last Run At, Last Run By, Start Date and End Date	These fields are display only. They are used to indicate the dates and times the last job was run, who ran it, and the start and end dates that were used.
Manual Override, Override Unit and Use Override	Use these fields to override the computed averages with your own values. For example, if you know a particular hold is suddenly fixed faster than it has been in the past, you can manually change the average time instead of waiting for computed averages to reflect the change.

Setting Up Business Project Predictions

Access the Business Project Predictions page.

Start Date and End Date	Enter the date range in which orders were processed to provide the system with information on which to perform calculations regarding business project predictions.
Run All BPs	Select this option to run all business projects.
Run Selected BPs	Select this option to run selected business projects.
Run Online	Select this option to run the process immediately.
Run in Batch Mode	Select this option to run the process using the process scheduler.
Run	Click this button to initiate the process to load data to calculate hold predictions.
Process Monitor	Click this link to access the process monitor, where you can view the status of the job being run.
Business Project, Status, Ave. BP Time, Last Run At, Start Date, Last Run By, and End Date	These fields are display only. They are used to indicate the business project, status, the average business project time, dates and times the last job was run, who ran it, and the start and end dates that were used to move the data into the ADC.
Select for Running BP	Select this check box to run the predictions for the business project that is displayed. Use the Show next row button at the top of the section to navigate to other business projects and select business projects to run in the process.
Manual Override and Unit	For each phase of a business project, you can override the average task duration by entering the duration in the Manual Override field and the duration (days, hours, minutes, or seconds) in the Unit field.

Setting Up Order Capture Targets

This section discusses how to set up order capture targets.

Page Used to Set Up Order Capture Targets

Setting Up Order Capture Targets

Access the Setup - Order Capture Targets page.

Use the fields on this page to set up the targets and thresholds that you want the system to use to display dashboard information regarding the orders, revenue, throughput, and back office capacity that you are managing. The system uses the numbers that you enter to calculate and display information on the dashboards.

Note. Setup target information needs to filled in if you want the system to calculate revenue and display it on the discovery reports.

Using the Summary Page to Access Discovery Reports for PeopleSoft Order Capture

This section discusses how to use the summary page to view discover reports for PeopleSoft CRM Order Capture.

Page Used to Access Discovery Reports for PeopleSoft Order Capture

Using the Summary Page to Access Discovery Reports for PeopleSoft Order Capture

Access the Order Capture Summary page.

Time to Delivery

This section displays information regarding late orders, on time orders, and orders that are predicted to be late.

Recognized Revenue (Quarter)

This section displays information on revenue that is expected to be completed by the end of the quarter. It shows total revenue that has been attained for the quarter and revenue that is in the process of being completed. The Total Revenue in Process report, however, displays all the revenue that is in the process of completing, regardless of the quarter that it's expected to be completed in.

Throughput

This section displays information regarding the processing of completed, incomplete, and new orders.

My Received Alerts

This section displays information regarding alerts that you have set up to warn you of particular situations that are occurring within your operation.

Potentially Lost Revenue

This section displays the sum of all recurring revenue lost by not delivering the order on the scheduled day. Recurring revenue for each order equals the monthly recurring revenue multiplied by the number of days in a month plus the yearly revenue divided by 365. The graph displays five business days into the future.

Late Orders

This section displays the count of late orders multiplied by the number of days they are estimated to deliver in. For example, orders in the 1 column are scheduled to deliver in one day.

Using the Order History Discovery Dashboard Pages

This section discusses how to use the Order History discovery report page.

Page Used to View the Order History Discovery Reports

Using the Order History Dashboard Discovery Report Page

Access the Order History discovery report page.

Note. There can be a double counting in terms of statuses on the Order Capture History (Orders) and Order Capture History (Revenue) views where an order can be both New and Late at the same time.

Orders Processed in the Past 5 Days

This view measures the number of orders processed each day in the last 5 days. The X axis groups the report by date. The red line represents completed orders. The dark blue line represents orders that are in the process of being completed and the light blue line represents new orders.

Average Order Completion Time (Hours)

This view shows the average time it takes to complete an order in hours.

Order Capture History (Orders)

Using a bar graph this view illustrates the movement between the number of new, complete, late, and predicted late orders for the past five days.

Order Capture History (Revenue)

Using a bar graph, this view illustrates the movement in revenue between the number of new, complete, late and predicted late orders from the past five days.

Using the Order Capture Time to Delivery Discovery Dashboard Pages

This section discusses how to:

• Use the Orders On Time discovery report page.

• Use the Orders Predicted Late discovery report page.

• Use the Late Orders discovery report page.

Pages Used to View Order Capture Time to Delivery Dashboard Reports

Using the Orders On Time Discovery Report Page

Access the Orders On Time discovery report page.

Note. All global filters affect these views, except for the Orders by Business Unit view, which is not affected by the business unit filter.

Orders by Status

This view displays, by default, the distribution of open orders that are on time. You can use the status filter, however, to view all orders. If you change the status from On Time to All, the change is reflected on the graph.

Orders by Business Unit

This view displays the number of open orders in the system organized by the associated business unit.

Days Until Completion

This view displays the expected number of days in which an order will be completed as specified by the global filters.

Orders on Hold

This view displays the number of orders on hold accounted for by the different hold types. Since orders may have more than one hold, the same order may be counted more than once.

Orders in Process

This view displays the business project step and the number of orders currently in that step.

Using the Orders Predicted Late Discovery Report Page

Access the Orders Predicted Late discovery report page.

Note. All global filters affect these views, except for the Orders by Business Unit view, which is not affected by the business unit filter.

Orders by Status

This view displays, by default, the distribution of orders that are predicted to be late. You can use the status filter, however, to view all orders. If you change the status from Predicted Late to All, the change is reflected on the graph.

Orders by Business Unit

This view displays the number of open order in the system organized by the associated business unit.

Days Until Completion

This view displays the expected number of days in which an order will be completed as specified by the global filters.

Orders on Hold

This view displays the number of holds accounted for by the different hold types. Since orders may have more than one hold, the same order may be counted more than once.

Orders in Process

This view displays the business project step and the number of orders currently in that step.

Using the Late Orders Discovery Report Page

Access the Late Orders discovery report page.

Note. All global filters affect these views, except for the Orders by Business Unit report, which is not affected by the business unit filter.

Orders by Status

This view displays, by default, the distribution of open orders that are late. You can use the status filter, however, to view all orders. If you change the status from Late to All, the change is reflected on the graph.

Orders by Business Unit

This view displays the number of open orders in the system that are organized by the associated business unit.

Days Until Completion

This view displays the expected number of days in which an order will be completed as specified by the global filters.

Orders on Hold

This view displays the number of holds accounted for by the different hold types. Since orders may have more than one hold, the same order may be counted more than once.

Orders in Process

This view displays the business project step and the number of orders currently in that step.

Using the Order Revenue Discovery Dashboard Pages

This section discusses how to:

• Use the Revenue Expected to Complete discovery report page.

• Use the Total Revenue In Process discovery report page.

• Use the Total Attained Revenue discovery report page.

Pages Used to View the Order Capture Revenue Discovery Reports

Using the Revenue Expected to Complete Discovery Report Page

Access the Revenue Expected to Complete discovery report page.

Revenue in Process

This view is the sum of order revenue for all open orders in the system according to the fixed target value and the attainment calculation (actual count divided by the target). The threshold that is set for this report is used for both the Orders Expected to Complete report and the Total Revenue In Process report.

Time to Revenue

This view displays the amount of revenue expected to complete on a specific day. The graph displays data for the next five days and is affected by all of the global filters.

Top 10 Orders by Revenue

This view lists of the top orders expected to complete. They appear in order by the revenue they will generate.

Note. This view does not change when you change global filters on this page.

On-Hold Orders

This view displays the revenue amount of orders represented by the different hold categories. Since orders may have more than one hold, the same order may be counted more than once. All global filters affect this view.

In-Process Orders

This view displays the business project step and the revenue amount of the orders currently in that step. All global filters affect this view.

Using the Total Revenue In Process Discovery Report Page

Access the Total Revenue In Process discovery report page.

Revenue in Process

This view is the sum of order revenue for all open orders in the system according to the fixed target value and the attainment calculation (actual count divided by the target). The threshold that is set for this report is used for both the Orders Expected to Complete report and the Total Revenue In Process report.

Time to Revenue

This view displays the amount of revenue expected to complete on a specific day. The graph displays data for the next five days and is affected by all of the global filters.

Top 10 Orders by Revenue

This view displays the top revenue generating orders in the system at the moment. The list is affected by all of the global filters.

On-Hold Orders

This view displays the revenue amount of orders represented by the different hold categories. Since orders may have more than one hold, the same order may be counted more than once. All global filters affect this view.

In-Process Orders

This view displays the business project step and the revenue amount of the orders currently in that step. All global filters affect this view.

Using the Total Attained Revenue Discovery Report Page

Access the Total Attained Revenue discovery report page.

Revenue Attainment

This view shows the revenue attainment to date in the quarter as compared to the quarterly target.

Recognized Revenue Trend

This view shows the trend of revenue over the current quarter.

Top Revenue Products

This view shows the top revenue products for the total revenue earned by product over the current quarter.

Revenue Attained by Product Category

This view shows the total revenue amount each category has achieved over the last quarter. The X axis represents the product category and the Y axis represents the attained revenue.

Using the Order Throughput Discovery Dashboard Pages

This section discusses how to:

• Use the New Orders discovery report page.

• Use the In Process Orders discovery report page.

• Use the Completed Orders discovery report page.

Pages Used to View the Order Capture Throughput Discovery Reports

Using the New Orders Discovery Report Page

Access the New Orders discovery report page.

Orders in the Past 24 Hours

This view measures the number of orders in the past 24 hours. The X axis separates the orders by status (in process or complete) and the Y axis represents the number of orders. The bars measures the actual orders in the past 24 hours and the line measures the daily average over the last week.

Orders in the Past Week

This view measures orders processed in the last week. The Y axis measures the number of orders. The X axis groups the orders by date. The report filters data to display completed orders on the orange line, new orders on the light blue line, and in process orders on the dark blue line.

Back Office Capacity

Displays the number of new orders against a predetermined capacity.

Current Time to Complete Process Step

This view measures the number of new orders that are in business processes. The X axis groups the report by process. The block graph shows the average time to completion for tasks that have completed in the last day. The line graph shows the average time to completion for tasks that have completed in the past week.

Current Time to Complete Hold

This view measures the number of new orders that are on hold. The X axis groups the report by hold. The block graph shows the average time to completion for holds that have completed in the past day. The line graph shows the average time to completion for holds that have completed in the past week.

Using the In Process Orders Discovery Report Page

Access the In Process Orders discovery report page.

Orders in the Past 24 Hours

This view measures orders in the past 24 hours. The X axis separates the orders by status (in process or complete) and the Y axis represents the number of orders. The bars measure the actual orders in the past 24 hours and the line measures the daily average over the last week.

Orders in the Past Week

This view measures orders processed in the last week. The Y axis measures the number of orders. The X axis groups the orders by date. The view filters data to display completed orders on the orange line, new orders on the light blue line, and the in process orders on the dark blue line.

Back Office Capacity

Displays the number of in process orders against a predetermined capacity.

Current Time to Complete Process Step

This view measures the number of orders that are in business processes. The X axis groups the report by process and the Y axis groups by the average time the orders have been in the process. The block graph shows the average time of the orders currently in process and the line graph shows the average process time over the past week.

Current Time to Complete Hold

This view measures the number of orders that are on hold. The X axis groups the report by hold category and the Y axis groups by the average time the orders have been on hold. The block graph shows the average time of the orders currently on hold and the line graph shows the average process time over the past week.

Using the Completed Orders Dashboard

Access the Completed Orders discovery report page.

Orders in the Past 24 Hours

This view measures orders in the past 24 hours. The X axis separates the orders by status (in process or complete) and the Y axis represents the number of orders. The bars measure the actual orders in the past 24 hours and the line measures the daily average over the last week.

Orders in the Past Week

This view measures all orders in the last week. The Y axis measures the number of orders. The X axis groups the orders by date. This view filters data to display completed orders on the orange line, new orders on the light blue line, and in process orders on the dark blue line.

Back Office Capacity

This view displays the number of completed orders against a predetermined capacity.

Current Time to Complete Process Step

This view measures the number of orders that are in business processes. The X axis groups the report by process and the Y Axis groups by the average time the orders have been in the process. The block graph shows the average time of the orders currently in process and the line graph shows the average process time over the past week.

Current Time to Complete Hold

This view measures the number of orders that are on hold. The X axis groups the report by hold category and the Y axis groups the average time the orders have been on hold. The block graph shows the average time of the orders currently on hold and the line graph shows the average process time over the past week.

Executing Actions from the Order Capture Dashboards

This section discusses how to:

• Cancel orders.

• Change delivery methods.

• Change requested arrival dates.

• Override business project steps.

• Override holds.

• Send mail.

• Substitute products.

Note. The system does not pass parameters when you select an action from the Menu drop-down list. If you right-click a graph area and select an action, the system passes the parameters to the action page. If you select an action from the Menu drop-down list, the system uses the default parameters for the action and page.

Also, PeopleSoft CRM recommends that if you are going to perform multiple actions on an order, drill into the order and perform the actions in the PeopleSoft Order Capture application, instead of doing them through the BAM action interfaces.

Pages Used to Execute Actions from the Order Capture Dashboards

Canceling Orders

Access the Cancel Order action page.

To cancel an order:

1. Select the orders that you want to cancel.

2. Click Cancel Order.

3. Review the results in the Review Results section.

Changing Delivery Methods

Access the Change Delivery Method action page.

To change the delivery method of an order:

1. Select the orders for which you want to change delivery methods.

2. Select the new delivery method.

3. Click Submit.

4. Review the results in the Review Results section.

Changing Requested Arrival Dates

Access the Change Requested Arrival Date action page.

To change the requested arrival date of an order:

1. Select the orders for which you want to change the requested arrival date.

2. Enter the new arrival date and time.

3. Click Submit.

4. Review the results in the Review Results section.

Overriding Business Project Steps

Access the Override Business Project Step action page.

To override a business project step:

1. Select the orders for which you want to override the business project step.

2. Click Override Step.

3. Review the results in the Review Results section.

Overriding Holds

Access the Override Holds action page.

To override a hold for an order:

1. Select the orders for which you want to override a hold.

2. Click Override Hold.

3. Review the results in the Review Results section.

Sending Mail

Access the Send Mail action page.

To send email to a customer regarding an order:

1. Click the email address of the person for whom you want to send an email.

2. Compose the email using the fields in the Compose Email section.

3. Click Send.

4. Review the results in the Confirmations section.

Substituting Products

Access the Substitute Products action page.

Note. The Order Capture Dashboard application follows the same maintenance restrictions that are followed in PeopleSoft CRM Order Capture. For example, at a given time in the order life cycle, if you do not allow a user to substitute products in PeopleSoft CRM Order Capture, the system will not allow the user to substitute products when they are using the Order Capture Dashboard application. This restriction is often enforced to prevent users from substituting a product for another after the product has already shipped.

To substitute product information for an order:

1. Select the orders lines for which you want to substitute a product.

2. Select an alternative product.

3. Click Submit.

4. Review the results in the Review Results section.

Using the Failed Actions Pages

If an action fails an email is sent to the user who submitted the action with a link to the transactions that failed.

PeopleSoft delivers a group of pages that contain information regarding actions that have failed to process. Each action has its own page that you can access to see what orders have failed. You can then select an order and choose to resubmit it.

These actions include:

• Cancel Order

• Change Delivery Method

• Change Requested Arrival Date.

• Override Business Project Step.

• Override Holds.

• Substitute Products.

Pages Used to View and Re-Submit Failed Action Information

Using and Resubmitting Failed Actions

Access one of the List of Failed Action page.

To resubmit a failed action for an order:

1. Select the order that you want to resubmit.

2. Click Re-Submit.

3. Review the results in the Review Results section.

Note. Most of the Failed Action pages behave in a similar manner to the one described above. The example used here is for a changed delivery method.