Managing Orders and Quotes

This chapter provides an overview of Order Capture and discusses how to:

Personalize Order Capture.
Create orders or quotes.
Create configurations.
Enter shipping, payment, and billing information.
View price adjustments.
Add notes.
View summaries.
Manage holds.
Maintain orders.
View related actions.
View history.

Understanding Order Capture

This section lists common elements and discusses:

Order Capture functionality.
Hotkeys.
Order Capture access.
Delivered User IDs and User Roles.
Support for Industry-Specific Dynamic Events.
Correspondence Generation.

Common Elements Used in This Chapter

Functional buttons in the header and footer toolbars on each Order Capture page are available to the customer service representative (CSR).

Functional Buttons in the Header or Footer

The following buttons and links provide one-click functionality for Order Capture:

Submit	Click to save and submit the order or quote for processing.
Save	Click to save the order or quote in its current state.
Validate	Click to validate the quote or order and fire all the hold conditions. Use this button to do hold checking without actually submitting the order.
Upsell	This appears if a marketing campaign is associated with the consumer or company that has been identified on the quote or order, and there is an upsell possibility.
Convert To Bulk	Click to change the current order to a bulk order. Bulk orders are used as a template to create multiple orders. Note. Convert To Bulk is only available for orders.
Add	Click to initiate a new quote or order.
Search	Click to access the quote and order search page.
Cancel	Click to cancel the current quote or order. Note. Cancel is only available when edits are allowed.
Refresh	Click to refresh the view for the current page. This also refreshes the view of an Open or In Process order that is in the fulfillment cycle with a live status update if the integration point is enabled.
Copy to Quote	Click to convert a quote to an order or copy an order to a new quote. Note. You cannot convert expired quotes to orders. Only quotes with an expiration date and that date has not expired can be converted to an order.
Clone	Click to clone the current order or quote and create a copy of the current instance.
Maintenance	Click to begin order maintenance activity for an order submitted to fulfillment, or to begin revision of an open quote. Note. Maintenance appears only after you submit a quote or order. Maintenance is only allowed during certain circumstances once the order is submitted based on the order processing. Queued orders are maintainable.
Send Correspondence	Click this button to activate print or email correspondences. Note. Send Correspondence appears after you submit a quote or order.
360-Degree View	Click to launch the 360-degree viewer.
Personalize	Click to access the Personalize Toolbar page, where you can: Select which buttons to display. Organize the order of the buttons. Select to display or hide the buttons and text.

Display-Only Text in the Header Toolbar

Order Capture displays the following identifiers in the toolbar:

Order ID/Quote ID	Order Capture sequentially generates order and quote IDs based on Automatic Numbering options or by an ID drawn from the Capture Type Workbench setup.
Order/Quote Status	Order Capture delivers many different statuses including: Open, Pending, Submitted, Hold, Complete, Queued, or Canceled. Note. You can add or modify statuses that are applicable to your business process in the Setup Workbench.
Customer	This is a Sold To company or Sold To consumer.
Customer Value	This is a configurable data element from the Customer Data Model that displays a specific customer demographic. See Defining Company Business Objects.
Contact	This is a Sold To contact for the company or consumer.
Credit Rating	Displays the customer's credit rating based on what is in the Customer Data Model.

See Also

Defining Header Statuses

Order Capture Functionality

The following graphic identifies the functionality available to the Order Capture CSR:

Using Order Capture

Order Capture is designed to enable easy order management for the CSR. The Order Capture system seeks to maximize system resources so as to minimize the CSR's energies. For example, Order Capture:

Delivers pages that facilitate rapid order capture.
Provides icons, hotkeys, and tab ordering to reduce the number of keystrokes and mouse clicks.
Limits the number of page refreshes (or server trips) so that there is minimal waiting time, if any.
Defaults known information whenever possible.
Utilizes a header toolbar that contains functional icons and pertinent display-only order information.
Provides personalization capabilities to the CSR, whereby the CSR or system administrator can define the preferred means of data entry of product information into the order.
Enables the CSR to easily personalize orders and quotes.

Hotkeys

Order Capture simplifies the order entry process by providing the following hotkeys at the header level and the line level.

Use the following hotkeys for header level activity.

Alt + hotkey

1 - Save
0 - Refresh
U - Upsell
V - Convert
C - Clone
M - Maintain
A - Add Product
S - Update Mode

Order Capture Access

You can create or view orders and quotes using various queues.

Direct Navigation

A CSR can access Order Capture directly by selecting Orders and Quotes on the PeopleSoft CRM menu. From within Orders and Quotes, the main options are:

Add Quote.

Create a new quote. This option takes you directly to the quote form for quick and direct access.
Add Order.

Create an new order. This option takes you directly to the order form for quick and direct access.
Add Bulk Order.

Create a bulk order. This option takes you directly to the bulk order form and allows you to select multiple recipients that will receive an order.
Search Orders and Quotes.

Search to find an existing order or quote. This option provides direct access to a search component to find an existing order or quote. From there, you can find the orders that you are looking for and access those orders for inquiry or maintenance purposes.
Find Products.

Search or browse for a specific product within a specific catalog or across all catalogs.

From PeopleSoft Sales

Sales representatives can navigate to quote or order capture from the Products section of the Leads or Opportunities page in PeopleSoft Sales. They can specify a product and then navigate directly to the Entry Form within Order Capture. Customer and product information relevant to Order Capture then pre-populates from the lead or opportunity to the corresponding order and quote entry fields.

From the 360-Degree View

The 360-degree view of the customer also allows for order and quote entry. CSRs can select the Order/Quote value from the Add Transaction field in Interaction Manager, which takes them directly to the Add a New Order or Quote Capture page in Order Capture. Known values from the 360-degree view pre-populate the main order entry page.

CSRs can also view recent orders and quotes from their workspaces in Interaction Manager. CSRs see each of the following, by default:

Order ID/Quote ID.
Date of order/quote creation.
Order/quote status.

CSRs can navigate to an existing quote or order by using a link on the order ID or quote ID.

From CTI Integration

Order Capture integrates with PeopleSoft CTI capabilities. A customer can enter an order ID by using the telephone, and a successful match launches order status for that order ID.

Additional Access

Order Capture functionality is also accessible from:

PeopleSoft Active Analytics Framework actions
PeopleSoft Marketing
PeopleSoft Advisor

Delivered User IDs and User Roles

Order Capture delivers the following users and roles:

User ID	Role Name	Role Description	Access
OCADMIN	Order Capture Admin	Administrator	All Order Capture functionality, including the ability to set up Order Capture, but minus the ability to remove holds.
OCMGR	Order Capture Manager	Manager	All Order Capture functionality, including the ability to remove holds but minus the ability to set up Order Capture.
OCREP	Order Capture Rep	CSR (Customer Service Representative)	All Order Capture functionality, except for 1) the ability to remove holds placed on orders, and 2) the ability to do set up.

You can adopt the users and roles that Order Capture delivers, or you can modify them to suit your business needs.

Note. To modify permissions for the delivered user roles, navigate to PeopleTools, Security, Permissions & Roles, Roles.

Correspondence Generation

Order Capture generates correspondence automatically and manually:

Automatic correspondence is initiated at the point of order or quote submission.
Manual correspondence is initiated when the Send Correspondence button in the toolbar is clicked.

Upon order or quote submission, Order Capture sends automatic email based on the MCF Type setup for Order Confirmation, Quote Confirmation and Order change. A related object is created for each automatic acknowledgement of a correspondence. This appears on the Related Actions tab for the order or quote. Related actions are not created for manual correspondence.

For manual notifications, the CSR clicks the button to access a Create Correspondence page where she can send text messages to pre-populated recipients through different communication channels, either email or print. Order Capture delivers two templates that can be used when a correspondence is sent:

Order Confirmation is a thank you note with order status information for the customer.
Quote Confirmation is a note stating that the quote has been registered by the system.

You can add attachments to the text message and you can also schedule its exact delivery. After a correspondence is sent, the system automatically creates an interaction on the 360-Degree View for the associated contact.

Note. Before creating a correspondence, make sure that a contact is available on the entry form. The system pre-populates the Recipients field of the correspondence request with the contact defined for the order.

The following table summarizes the possible correspondence activity for Order Capture:

Template Name	Channel	Description of Action
Order Confirmation	Email and Print	Emails an order confirmation with the order number, customer name, status, products, billing and shipping information. Prints a PDF, RTF, or Word document version of order confirmation with the same details as in the email.
Order Maintenance	Email and Print	Emails a text of order maintenance with the order number, customer name, status, order change details, products, billing and shipping information. Prints a PDF, RTF, or Word document version of order maintenance with the same details as in the email.
Order Status	Email	The order inquiry application service in ERMS uses this template to respond to structured email with the status of the order.
Order Status - Failure	Email	The order inquiry application service in ERMS uses this template to respond to structured email that does not provide valid data.
Quote Confirmation	Email and Print	Emails a text of quote confirmation with quote number, customer name, status, products, billing and shipping information. Prints a PDF, RTF, or Word document version of quote confirmation with the same details as in the email.
Sales Quote Proposal Letter	All	Emails the quote with an email cover letter, and an attachment of the quote. The quote details contain quote number, expiration date, and product details. Prints a PDF, RTF, or Word document version of the quote, and the quote with the same details as in the email.

See Also

Defining MCF Types

Correspondence Management

Personalizing Order Capture

This section provides an overview of personalization and discusses how to:

Choose order entry form personalizations.
Change the default entry form values.
Configure search criteria.

Understanding Personalization

You can personalize defaults to make your experience with Order Capture as efficient and as user-friendly as possible. PeopleSoft provides a Personalizations feature that enables you to change the defaults for the most commonly used functions within Order Capture.

Note. Order Capture also delivers powerful Workbench functionality whereby you create application class sets that modify Order Capture settings to best suit your business processes.

See Also

Setting Up PeopleSoft Order Capture

Customer Connection, “Understanding Application Classes in Order Capture and Order Capture Self Service”

Pages Used to Personalize Order Capture

Page Name	Object Name	Navigation	Usage
Personalizations	PSUSERSELFPRSNL	My Personalizations	Choose order entry form personalizations. You can also restore defaults from this page by clicking the Restore Defaults button.
Option Category: General Options	PSUSERSELFPRSNL	My Personalizations, Click Personalize Options (for General Options Description).	Change the default entry form values or restore category defaults. Override any of six defaults for Order Capture.

Choosing Order Entry Form Personalizations

Access the Personalizations page.

Personalize Option

Click to access the settings for the personalization category. For Order Capture, relevant settings are in the General Options personalization category.

Restore Defaults

Click to restore default settings for all categories.

Changing the Default Entry Form Values

Access the Option Category: General Options page.

Personalizations

View the Default Value or Override the Default Value for any of the Personalization Options specified below:

Product, Units, Quantity Order	Choose a preferred sequence for using the Add Product(s) functionality on the main Entry Form. This allows you to change how you enter multiple products at one time.
Product Entry Option	Specify whether you want Order Capture to search by Product Description First or Product ID First. Use this to improve performance by setting the value you normally use to search for products.
Product Search Option	Specify whether you want Order Capture to search by finding an exact match first or to show all possible results. Use this to improve performance.
Product Separator	Identify a product line separator. The Add Product(s) field on the Entry Form has powerful processing functionality contained within it. It allows for the insertion of a special character to divide product lines. For example, you can define this as a colon or semicolon, and then during order entry, you could enter two separate sets of product information. Note. PeopleSoft system-delivered data specifies a semicolon.
UOM/Qty Separator (Unit of Measure/Order Quantity)	Identify a UOM/Qty separator. The Add Product(s) field on the Entry Form allows for the insertion of a special character to divide information for multiple product lines. For example, you could add two cases of product 10003 by entering 10003:2:cs. This would then populate an order line with two cases of product 10003, and would save you time. Note. PeopleSoft system-delivered data specifies a colon.
Order Capture Business Unit	Specify your default business unit. If you regularly use a particular business unit, then this setting saves time during order and quote entry.

Configuring Search Criteria

Order Capture searches are quite extensive and enable you to find existing orders or quotes in a variety of ways. You can use multiple search criteria to narrow your search for existing orders or quotes. Once you identify the criteria by which you most often search for orders and quotes, you can personalize the Order Capture search pages and save that personalization. The next time that your search page launches, you will work from the personalized search page that you have created.

Note. If there is more than one result for a search, the results can be distinguished by different criteria, including Customer, Date Created, Status, and Source.

Creating Orders or Quotes

This section discusses how to:

Enter orders or quotes.
Get product recommendations.
Start a PeopleSoft Real-Time Advisor Dialog.
View or modify line details.
Create service agreements

Pages Used to Create Orders or Quotes

Page Name	Object Name	Navigation	Usage
Quote - Entry Form Order - Entry Form	RO_FORM	Orders and Quotes, Add Quote Orders and Quotes, Add Order	Create a new order or quote by entering order details and adding products to the order lines.
Submit Confirmation	RO_SUBMIT_CONFIRM	Click the Submit button on the Quote - Entry Form or Order - Entry Form page.	View a summary of the order or quote.
Order - Line Details Quote - Line Details	RO_CAPTURELINE_DTL	Click the Line Details tab on the Quote - Entry Form page. Click the Line Details tab on the Order - Entry Form page. Click the Product Description link or the Upsell link in the Order Details section on the Order - Entry Form page. Click the Product Description link or the Upsell link in the Quote Details section on the Quote - Entry Form page.	View upsell or cross-sell opportunities, and check product availability. You can edit line details such as unit of measure, order quantity, unit price, and promotion code. You can also allow partial shipment for this product or create a temporary service if enabled on the product.
Product Advisor List	RO_LISTDISP_SEC	Click the Get Recommendations link on the Quote - Entry Form or Order - Entry Form page.	Select a catalog from the list of catalogs available. You can then launch Advisor dialogs that are associated to the catalog.
PeopleSoft Advisor Dialog Start	RAD_ADVISOR_RUN	Select a catalog on the PeopleSoft Advisor List page.	Use a PeopleSoft Advisor dialog session to recommend a product, service, or solution based upon the buyer's responses to predefined questions.
Check Availability and Pricing	RO_FORM	Click the Availability tab on the Quote - Entry Form or Order - Entry Form page. Then click the Check Availability link.	Create partial shipments, add promotion codes, or view pricing details for order lines.

Entering Orders or Quotes

Access the Order - Entry Form page.

Credit Rating

Display-only field that is associated with the customer and defaults from the customer data model.

Customer

When you initially access this page, the Customer, First Name, and Last Name fields are enterable. After you enter or select a customer, the Customer and Contact fields appear.

Customer	Enter the name of the customer. Click to access the Company - Summary page to view information about the customer. Order Capture opens a new window to access the Customer Data Model. You can create a new customer directly from the Entry Form page using the Quick Create functionality. To create a new customer: Enter a customer name. Click Search to access the Search For Sold To Customer page. From the Select Action drop down list, select one of the following: Create Company Create Company With Contact Create Company With Site Create Consumer Create Consumer With Contact Click Go to access the page that you selected. Populate all fields associated with a customer from on the Quick Create page. Click Save to save the information for the new customer. See Working with Predefined Business Object Search and Quick Create Data.
Contact	The primary Sold To contact defaults here. You can change the contact to any valid Sold To contact associated with this customer for this transaction by selecting from the prompt. Note. If the customer is a company, a Sold To contact is required. A consumer does not require a Sold To contact. Orders or quotes that do not have a contact when one is required are automatically placed on Hold.
	Click the Search for Contact button to access the Search For Contact Of [company] page to view, select, or add contacts for the company.
	Click the Show Details button to access the Partners Contact page to view, modify, or add contacts.
Search Again	Click to access the Search For Sold To Customer page to search for a different customer.

Partner

This section appears if it is set to be displayed through the display template framework. By default, the Partner section is delivered disabled in the CORE_ORDER display template for the employee portal (typically where CSRs create and manage orders for customers).

Company

Enter the name of the partner company for which the order is created.

If you enter a partial company name, click the Search button to find possible matches in the system. Selecting a company may populate the Contact field if the company is associated with one contact.

After a partner company and contact are selected, the Clear button and Search Again link appear.

Clear	Click to remove values from the Company and Contact fields, which allows you to perform new partner company search.
Search Again	Click to look for a new partner company and remove all partner information that was entered previously.

Order Details

This section appears on the Order - Entry Form page and is similar to the Quote Details section on the Quote - Entry Form page.

These fields are applicable to both orders and quotes:

Note. Some of the fields may not show depending on template settings and additional fields may show based on the template or the product added to the order such as a service or a subscription.

Business Unit	Select a business unit to use for this order or quote. Based on the tableset control setup, this field may appear as a read only field with one designated business unit, or a drop down list box where users can select a business unit from the list for the order or quote. The system locates the default business unit (by taking the Order Capture unit that is specified on the User Preferences page for the user who logged on, or by identifying the default business unit that is specified in the Order Capture Definition component if the former is unavailable). If more than one business unit in the system have their RO_01 (order capture setup tables) record group associated with the same setID as the default business unit, all these business units are then listed in this field. Otherwise, only the default business unit appears in this field and it is not editable. See Working with Business Units and TableSet Controls.
Status	Displays the status of the order or quote. The most common statuses are: Open: the order is still being created. Submitted: the order has been submitted. On Hold: there was a problem when the order was submitted. In Fulfillment: the order is being processed. Complete: the order is finished (fulfilled).
Promotion	Select a code that uniquely identifies the promotional offer, if applicable. Products assigned to this promotion will then display a promotional price, rather than their regular price. Note. This field involves integration to PeopleSoft Marketing, which relies upon the pricing engine to establish promotional pricing. Under certain circumstances, this field may automatically populate, for instance when an AAF Action that uses a Marketing Wave and Advisor is used to add a product to the order. See Creating Campaigns and Activities. See PeopleSoft Enterprise CRM Enterprise Pricer 9 PeopleBook.
Priority	Priorities appear by default from the Order Capture Business Unit. You can change the priority for the order or quote to Urgent, High, Medium, or Low. Note. There is no extra processing logic associated with priorities. Priorities may be changed from the Setup Workbench.
Fulfill By	The date can be a left blank or set to a future date. A consumer may want to create a future dated order which is an order that would be queued until the date when the order should be fulfilled. The Fulfill By date will automatically be populated by the order upon submittal if the not filled in. The Fulfill By date should not be in the past. The order will go on hold. This is not the date when the order was received; this is the date you want the order to be fulfilled.
Earliest Fulfill By	This field will appear if any of the products on the order has a Lead Time. This field indicates the earliest date the order can be fulfilled.
Show Details or Hide Details	Click to view or hide additional details about the order.
Description	Describe the order.
Source	Identify the source of the order or quote as either CTI, Fax, Phone, Self Service, or Supply Chain. Note. Source types may be changed in the Setup Workbench.
Accepted	Usually defaulted to the date the order was entered, but can be postdated. For example, you may want to postdate the order because it was faxed prior to today's date. This date can be in the past.
Currency	Select the currency to use for the order or quote. This defaults based on the business unit.
Total Price	Indicates the total price of the order as it stands with the currently added products and the discounts applied.

Quote Details

This section appears on the Quote - Entry Form page and is similar to the Order Details section on the Order - Entry Form page. Page elements that appear in both the Quote Details and Order Details sections are described above in the Order Details section of this PeopleBook.

Order Capture displays these additional page elements for quotes:

Quote Date	This date can be a past, present, or future date.
Due Date	Enter the date due for the quote. Due Date can be used if the customer has requested pricing information by a certain date, or if the quote is part of a request for quote (RFQ) that is due by a certain time. A default date may populate this field if specified during business unit setup.
Expire Date	Enter the expiration date for the quote. A default date may populate this field if specified during business unit setup.
Revision	Displays the total number of times the quote has been revised.
Confidence Level %	Order Capture provides this field so that PeopleSoft Sales can populate its relevant data in the quote. The value amount is transferred from an opportunity if populated on the opportunity.

Line Summary: Products Tab

You can add, remove products, access a catalog, or launch PeopleSoft Advisor to identify a product that suits your customer's specifications. When you create a new quote or order, Order Capture displays the Add Products, Search or Browse Catalog, and Get Recommendations field elements, which we discuss in this section. After you enter a product, Order Capture displays additional fields that also appear on the Order - Line Details page, which we discuss in the Viewing or Modifying Line Details section of this PeopleBook.

See Viewing or Modifying Line Details.

Add Product(s)

Enter the Product ID or a description to search for a product, service, or product package. The system retrieves all the products that you have requested and enters each product on a new line. You can enter more than one product at a time by separating the product IDs or descriptions with semicolons. Be sure to leave no spaces between the IDs or descriptions. This field contains processing logic so that you do not need to enter exact information. Partial matches retrieve the Product Search Results Page, which lists all of the closest matches.

Note. This field is also equipped with Personalization capability. A CSR's preferences for product selection can be configured so that a variety of input techniques can be used.

Search or Browse Catalog

Click to view catalogs that are associated with this business unit. You can make selections from available catalogs and compare products or services. You can then add product selections directly to the order form.

Get Recommendations

Click to access PeopleSoft Advisor. PeopleSoft Advisor presents you with a question and answer dialog session, where your answers to specific questions will lead to a list of recommendations.

Note. PeopleSoft Advisor is associated to a data model, so that it can retrieve products. In this case the PeopleSoft CRM product data model, which includes automatic filtering based on the catalog definitions, is the data model that PeopleSoft Advisor uses.

After you enter or select a product, Order Capture may display the following buttons:

	Click the Upsell button to view an upsell or cross-sell opportunity. The upsell alert appears on the order line if there is an upsell or cross-sell opportunity associated with the product.
Configure Product	Click to launch the product PeopleSoft Sales Configurator. When the product is configured, the background button color becomes light blue. See PeopleSoft Enterprise Advanced Configurator 9 PeopleBook.
Configure Package	Click to configure and view the components of a dynamic package. The background color changes to light blue after the product has been lightly configured. Note. Dynamic packages are supported by the CRM Product Data Model, and exist independently of the PeopleSoft Configurator.
Attributes	Click to add configurable product attributes to an order or quote line. Always specify the attribute value for products with required attributes. See Defining Product Attributes.
Add Note	Click to access the Notes and Attachments page. The cursor is automatically placed on the Summary line so that you can write your note immediately. When a note is attached, the button becomes dotted.
Get Product Promotions	Select to access the Products Promotions page to view the promotions that are defined in Marketing for the customer. If the customer only qualifies for one offer, then the order is populated with that offer code. If the customer qualifies for multiple offers, the offer codes are available in a pull-down in the Order so that the user can select the appropriate one.

Additional links are displayed for communications products.

See Using Order Capture and Service Management in the Communications Industry.

Line Summary: Pricing Adjustments

Select the Pricing Adjustments tab to enter discounts or surcharges for the product.

Discount	A calculated amount of list price minus the unit price is calculated here for quick reference.
Promotion Code	Select a Promotion Code for the line. If you add a product to the order line using the Promotion Code, the associated promotion code populates this field. If an activity is direct/telemarketing with an Order Capture integration, the Offer/Promotion Code of the activity will default to both the Order Details Promotion Code and the Line Detail Pricing Adjustment Promotion Code. If you have a promotion code, you must use capture level pricing instead of line level pricing. Note. This field differs from the field on the Header only in that you can specify a product promotion for a specific line.
Adjustment	Enter the amount of the adjustment you want to apply to this order line. You can choose to enter either a percentage discount or an actual currency discount. Select Percent or Amount in the next field to decide whether the number you enter here will be a percentage of the price, or a static currency adjustment.
Percent/Amount	Identifies the adjustment field as an exact Amount or a Percentage.
Type	Select Discount or Surcharge.
Apply	Click to apply the discount or surcharge to the order line. The system updates the Total Price and Discount fields.
More...	Click to access the Price Adjustments page to view or delete manual adjustments.

See Viewing or Modifying Line Details.

Line Summary: Availability Tab

Select the Product Availability tab to return a numerical count of the remaining number of products in stock for those products that you have selected.

Check Availability	Click the link to conduct a real-time availability check.
Partials	Select to allow partial shipment of the order line.

Shipping Summary

Use this section to enter shipping information.

See Entering Shipping, Payment, and Billing Information.

Installation Site

This section appears if one of these conditions is met:

Any product added to this order has the Site Required option selected on the Installed Product page of its product definition
The NOSITE hold is enabled for this capture type (for example, order, quote, or service management) and business unit combination.

Hold processing is defined using the Capture Type Workbench. For each setID that is used by the order capture applications, you specify, per capture type, a list of hold validations that the system fires when CSRs submit forms of that capture type. For example, if this hold is enabled for the SHARE setID and the order capture type, for any order of which its business unit is associated with this setID, the system performs a check and places a hold on the order if a site is missing at time of submission.

By default, the NOSITE hold is disabled in system delivered setIDs.

	Click the Select Site button to select the site and address or to add a site address. After you select a site, Order Capture displays the site name, which you can then click on to access the Site page in the Customer Data Model. Note. This button appears only when a product requires one, as defined in the product data model or if the No Site Hold option is active. See Defining Creation and Update Rules for Installed Products.
Contact	Select a site contact for the customer. Note. Select Add/Select More Contacts to access the Address Book - Select Contact page to select or add a contact. Contact displays only when a product requires one, as defined in the product data model or if the No Site Hold option is active.
Address	The primary address associated with the site appears here. Note. Address displays only when a product requires one, as defined in the product data model or if the No Site Hold option is active. See How Installed Products Are Created and Updated.
Advanced Options	Click to view the Lines for this Destination section under the Advanced Shipping section. Both the Shipping Summary and Installation Site (if available) sections are combined and renamed the Advanced Shipping section. CSRs choose to work with the advanced mode of the form typically when there is a need to split shipments, in which case the installation sites would likely to be different for each shipment. The Lines for this Destination section shows all products tied to the shipment. You can split a shipment so that certain lines are: Shipped to a different address. Shipped using a different shipping method. Assigned to a different site. Assigned a different requested date. Note. You cannot split the quantity on a single line into multiple shipments. You must create two lines with the appropriate quantity so that you can specify a unique shipping address, shipping method, and date for each shipment. See Entering Shipping, Payment, and Billing Information.

Billing Summary

Use this section to manage payment information.

See Entering Shipping, Payment, and Billing Information.

Totals

One Time Charges	As opposed to recurring charges, these charges indicate charges that occur only once.
Recurring Charges	As opposed to one-time charges, these charges indicate charges that occur with varying frequency, such as weekly, monthly, or annually.
Discount	Order-level adjustments from the Pricing Adjustments page appear here.
Taxes and VAT	Order Capture integrates with Taxware, Vertex, and WorldTax to calculate VAT and other taxes. You must have already defined your tax integration options for Order Capture on the Business Unit definition page and tax provider page. Note. To display VAT, you must define World Tax as your Tax Vendor when you created your Order Capture business unit. You can test all of your third party integrations on the business unit definition page.
Update Total	Click to manually invoke the pricing engine and any third party calculations such as VAT, taxes, and shipping, and update the total amount charged to this order or quote. This is then reflected in Total One Time Charges.

Getting Product Recommendations

Access the Product Advisor List page.

You can leverage PeopleSoft Real-Time Advisor to engage the buyer with questions and return recommendations. When you click the Get Recommendations link, it launches a question and answer dialog session. When you click the Get Recommendations link, the system displays the Product Advisor List page that lists catalogs with a Real-Time Advisor Dialog associated with it. Select a catalog and Order Capture displays the first page in the dialog.

Starting a PeopleSoft Real-Time Advisor Dialog

Access the PeopleSoft Real-Time Advisor Intro page.

The dialog is a series of pages that contain questions and answers. Answers do not provide a static response from PeopleSoft Real-Time Advisor. Instead, the buyers responses determine the user segment that they are placed in, as well as the predefined weightings that are applied. If you choose to walk the buyer through the dialog, a recommendation for a product, service, or solution will be presented at the end of the dialog. You can also force a recommendation by clicking the Recommend button.

Click Exit to return to the calling application, which in this case is Order Capture.

Note. Displaying the debug information is an optional feature of the Real-Time Advisor Dialog. To turn the debug information off, refer to the Advisor Workbench documentation in the PeopleSoft Advisor PeopleBook. There is a Business Unit setting that can enable the debug information to show during the Advisor run.

See Also

Setting Up Real-Time Advisor Dialogs

Defining Display Templates

Viewing or Modifying Line Details

Access the Order - Line Details page.

Line Details

Check Availability

Click to return an exact numerical count of the remaining number of products in stock.

Note. Order Capture uses the SCM_PROD_AVAIL integration point to make a call to PeopleSoft Supply Chain Management to determine product availability. PeopleSoft Supply Chain Management returns an exact numerical count of available products. If you are using a third party product for order fulfillment, you can use this integration point. It provides the ability to transform the integration point message to the appropriate format using the PeopleTools Integration broker. An “Availability Not Available,” message next to the Order Qty field indicates an inactive integration to a third party inventory system.

View Adjustments

Click on this link to view any price adjustments that have been applied to the order line.

Shipment

Select Single Shipment to allow or not allow partial shipments.

Select Ship as Items Available to allow partial shipments.

Manual Price Adjustments

Adjustment	Enter the amount of the adjustment you want to apply to this order line. You can choose to enter either a percentage discount or an actual currency discount. Select Percent or Amount in the next field to decide whether the number you enter here will be a percentage of the price, or a static currency adjustment.
Pct/Amt (percent/amount)	Identifies the adjustment field as an exact Amount or a Percentage.
Adjustment Type	Select Discount or Surcharge.
Replace/Cascade	Cascade Manual Adjustment adds this price adjustment to all existing adjustments, whereas Replace Manual Adjustments replaces any manual adjustments with the current discount being applied.
Adjustment Target	You can target the discount for the current line that you are looking at, in which case you select Apply to this order line, or you can apply the discount to the whole order, by choosing Apply to entire order.
Apply Adjustment	Click to apply the discount or surcharge to the order line. The system updates the Total Price and Discount fields.

Configuration & Attributes

This grid provides a detailed list of the options chosen upon configuring a product on this order. Configuration details appear in a list under the Configurator button and product name. Other elements can also appear based on previously established setup parameters.

If a product is defined in the product data model as requiring configurable attributes, an icon appears at the point of order entry. This navigates the user through attribute capture. This icon also appears on this page along with the product name. You can also view the attribute and attribute values captured for the order.

Note. You can control the level of detail that displays here. To control display options, you can navigate to Schemas-Display options in the Configurator setup.

Creating Service Agreements

Access the Order - Line Details page.

Service agreements, such as installation services, maintenance services, and support services provide an opportunity for increased profits, and Order Capture enables you to sell both products and services together.

Using a Service Agreement product type, Order Capture enables you to purchase agreement products. Additionally, a product relationship type of Agreements enables you to upsell agreement products with standard products.

Select Covered Products

Include in Agreement

Select to associate multiple ordered products to one service agreement.

If multiple products on the order are eligible for coverage by the same service agreement product, based on the agreement template definition, Order Capture displays them in the Select Covered Products grid. If selected, Order Capture includes them in the coverage and cost of the purchased agreement.

Include Customer's Installed Products

Click to access the Customer's Installed Products page to select installed products to provide coverage for on the order. If the customer has any installed products eligible for coverage by the agreement product, Order Capture displays them in the Selected Covered Products grid.

Create Installed Product

Click to access the Installed Product page to create an installed product to add to the Select Covered Products grid.

By default, when purchasing an agreement product through order capture, a new agreement will be created. This is indicated by the value of NEXT defaulted into the Agreement Code field.

If instead, you would like to provide coverage against an existing agreement for this customer, one may be selected from the order line details page, by choosing the selection icon on the Agreement Code field.

Creating Configurations

This section discusses how to:

Configure a product using PeopleSoft Configurator.
Configure a dynamic package.

Pages Used to Create Configurations

Page Name	Object Name	Navigation	Usage
Configure Product	CFG_HTML_SEC	Orders and Quotes, Add Order (or Add Quote) After adding a configured product, click the Configure Product button next to the order quantity.	Fully configure the product using PeopleSoft Configurator.
Dynamic Package	CP_DYNAMIC_PANEL	Orders and Quotes, Add Order (or Add Quote) Click the Dynamic Package button next to the order quantity for a product.	Create a dynamic package from within Order Capture.

Page Name

Object Name

Navigation

Usage

Configure Product

CFG_HTML_SEC

Orders and Quotes, Add Order (or Add Quote)

After adding a configured product, click the Configure Product button next to the order quantity.

Fully configure the product using PeopleSoft Configurator.

Dynamic Package

CP_DYNAMIC_PANEL

Orders and Quotes, Add Order (or Add Quote)

Click the Dynamic Package button next to the order quantity for a product.

Create a dynamic package from within Order Capture.

Configuring a Product Using PeopleSoft Configurator

Access the Configure Product page.

The process for ordering configured products using Order Capture is similar to the process for ordering standard products, with one exception. After you enter the order line on the Entry Form page, you must configure the product by clicking the Configure Product or Reconfigure Product link (or button) and selecting the desired options for that configured product on the Configuration page.

Cancel Changes

Click this button to cancel this configuration session and return to the order Entry Form in Order Capture.

Return to Order

Click this button to submit this configuration session and return to the Entry Form in Order Capture.

Note. The configuration display pages can vary widely depending upon how these pages were created.

See Working with PeopleSoft Advanced Configurator.

Configuring a Dynamic Package

Access the Dynamic Package page.

Entering Shipping, Payment, and Billing Information

This section discusses how to:

Enter shipping information.
Manage billing information.

Pages Used to Enter Shipping, Payment, and Billing Information

Page Name	Object Name	Navigation	Usage
Order - Entry Form (Advanced Shipping grid) Quote - Entry Form (Advanced Shipping grid)	RO_FORM	Orders and Quotes, Add Order Click the Advanced Option link in the Advanced Shipping grid. Orders and Quotes, Add Quote Click the Advanced Option link in the Advanced Shipping grid.	Enter shipping information.
Order - Entry Form (Billing Summary grid) Quote - Entry Form (Billing Summary grid)	RO_FORM	Orders and Quotes, Add Order Orders and Quotes, Add Quote	Manage payment information and add a new billing account, if applicable.
Order - [mode] Credit Card	RO_CREDITCARD_SEC	Click the Edit link on the Order - Entry Form page in the Billing Summary section.	Add or edit credit card information for billing purposes.

Entering Shipping Information

Access the Order - Entry Form page: Advanced Shipping grid.

Clicking the Advanced Options link combines the Shipping Summary and Installation Site sections to become the Advanced Shipping section. CSRs choose to work with the advanced mode of the form typically when there is a need to split shipments, in which case the installation sites would likely to be different for each shipment.

If the Installation Site section is not displayed in the basic mode, it'll be hidden in the advanced mode as well.

Customer	Displays the customer who the order will be shipped to. Click to access the Company page in the Customer Data Model.
	Click the Lookup Customer button to select a different ship to customer.
Contact	Select a shipping contact for the customer. Note. Select Add/Select More Contacts to access the Address Book - Select Contact page to select or add a contact. When adding a new contact, you can indicate the new contact as a one-time contact by checking the "One Use Only (not a permanent address or contact)" on the Address Book - Create New Address page.
Address	Select a shipping address for the customer. Note. Select Add/Select More Addresses or click the View Addresses button to access the Address Book - Select Address page to select or add a shipping address. When adding a new address, you can indicate the new address as a one-time address by selecting One Use Only (not a permanent address or contact) on the Address Book - Create New Address page.
Shipping Method	Select a carrier service. Applicable carriers that are to be used by the system are set up in the CARRIER_TBL. See Setting Up Freight Integration.
Arrival Date	Select the requested arrival date for the product(s) being shipped. If the order is a future dated order, the shipping Arrival Date must be after the Fulfill By date, otherwise the order will go on hold.
Description	Enter any additional information about the shipment.
Tax Exempt	Select if the shipment is exempt from taxes. If selected, Order Capture displays the Exemption Certificate field where you select a tax exemption certificate.
	Click the Select Site button to select the site and address or to add a site address. After you select a site, Order Capture displays the site name, which you can then click on to access the Site page in the Customer Data Model. Note. Select Site appears only when a product requires one, as defined in the product data model or if the No Site Hold option is active. See Defining Creation and Update Rules for Installed Products.
Contact	Select a site contact for the customer. Note. Select Add/Select More Contacts to access the Address Book - Select Contact page to select or add a contact. Contact displays only when a product requires one, as defined in the product data model or if the No Site Hold option is active.
Address	The primary address associated with the site appears here. Note. Address displays only when a product requires one, as defined in the product data model or if the No Site Hold option is active. See How Installed Products Are Created and Updated.

Lines for this Destination

This section shows all products tied to the shipment. You can split a shipment so that certain lines are:

Shipped to a different address.
Shipped using a different shipping method.
Assigned to a different site.
Assigned a different requested date.

Note. You cannot split the quantity on a single line into multiple shipments. You must create two lines with the appropriate quantity so that you can specify a unique shipping address, shipping method, and date for each shipment.

Split	Select a line to split the order into multiple shipment.
Move to Another Shipment	After you select a line, click to split a line to create multiple shipments.
Combine with Previous Shipment	Click to combine the shipment with the previous shipment. This button appears after you split a shipment
Basic Options or Advanced Options	Click to view or hide details about the shipment.

Managing Billing Information

Access the Order - Entry Form page: Billing Summary grid.

Bill To

Select where the ordered products are to be billed, to the partner or the customer.

Note. This field appears if the Partner Commerce products is installed and a partner company is selected for the order.

See Setting Up General Options.

Products are for Resell

Select to indicate that ordered products are for resell purposes.

This option is used in several order capture EIPs, as well as in some of the holds in the application to drive business logic (for example, if the products are for resell, the check on the presence of an installation site on the order entry form may not be necessary at save time.)

Note. This field appears if the Partner Commerce products is installed and a partner company is selected for the order.

See Setting Up General Options.

Customer

Displays the customer who the order will be billed to. Click to access the Company page in the Customer Data Model.

Click the Lookup Customer button to select a different bill to customer.

Contact

Select a billing contact for the customer.

Note. Select Add/Select More Contacts to access the Address Book - Select Contact page to select or add a contact. When adding a new contact, you can indicate the new contact as a one-time contact by checking the "One Use Only (not a permanent address or contact)" on the Address Book - Create New Address page.

Address

Select a billing address for the customer.

Note. Select Add/Select More Addresses or click the View Addresses button to access the Address Book - Select Address page to select or add a billing address. When adding a new address, you can indicate the new address as a one-time address by checking the "One Use Only (not a permanent address or contact)" on the Address Book - Create New Address page.

PO Number

Enter the Purchase Order number, if one exists for the customer.

PO Received

Select this check box if a Purchase Order has been received.

Note. This functionality is designed solely for auditing purposes. There is no attached business logic.

Invoice

Select to issue an invoice to the customer.

Payment Terms

Select terms of payment if Invoice is selected as the payment method.

Credit Card (option)

Select this option to charge the customer using a credit card.

Select a credit card if Credit Card is the payment method.

Credit Card (drop down list)

Select an existing credit card from the drop down list or add a new credit card.

Note. The credit card is attached to the bill to contact or consumer in the customer data model.

Edit

Click to access the Order - [mode] Credit Card page to add or edit credit card information for the customer.

Note. When you add or edit credit card information, you have the option to save the information in the Customer Data Model or not.

Billing Account

The Billing Account section appears if the Use Accounts flag on the Order Capture Business Unit is selected. Accounts are mainly used for recurring charges and are utilized extensively for communications.

When a new Billing Account is created through the Order Capture business process, the BillTo customer is added to the billing account with a Manager role.

You can use an existing account for the order entry, or create a new one, if required for order processing.

Existing Account	Select to refer this Order Capture payment to an existing service account.
Account Number	Enter an existing service account number.
New Account	Select to create a new service account, then select the type of account, either individual, sponsored, subordinate or prepaid.
Individual Account	Select to create a new account that is unrelated to other accounts.
Invoice	Select invoice as the payment method.
New Credit Card	Select an existing credit card or add a new credit card. Note. The credit card is attached to the bill to contact or consumer in the customer data model.
Sponsored Account	Select if there is a parent account that assumes billing responsibility for this new account. Choose the parent account ID in Sponsoring Acct No.
Subordinate Account	Select if there is a parent account that assumes billing responsibility for this new account. Choose the parent account ID in Parent Account No.
Prepaid Account	Only available when a prepaid service product has been added to the order. This option will create a prepaid account which means funds need to be added to the account before the service is available for use. See Understanding Prepaid Accounts for Communication Service Providers.

Viewing Price Adjustments

This section discusses how to view price adjustment details.

Page Used to View Price Adjustments

Page Name	Object Name	Navigation	Usage
Price Adjustments	RO_CAPTURELINE_ADJ	Orders and Quotes, Add Order Click the Line Details tab, then click on the View Adjustments link.	View details of the price changes that you made. You can view the pricing details for Line Adjustments, Summed and Manual Adjustments, and Order Adjustments.

Viewing Price Adjustment Details

Access the Price Adjustments page.

Line Adjustments - Rule Tab

This grid displays all of the adjustments applied by the system, including the price rules that are being applied to the lines.

Line Adjustments - Formula Tab

Information on this tab provides more detail about the rules that are being applied.

Line Adjustments - Pricing Keys Tab

Information on this tab lists the identifiers which indicate where the Price Rule condition was met.

Summed and Manual Adjustments

This grid displays the summed and manual adjustments that were applied to the lines.

Order Adjustments

This grid displays the price adjustments that have been applied for the total order.

Adding and Viewing Notes and Attachments

This section discusses how to add or view notes and attachments.

See Also

Working with Notes and Attachments

Pages Used to Add or View Notes and Attachments

Page Name	Object Name	Navigation	Usage
Order - Notes Quote - Notes	RO_NOTE	Orders and Quotes, Add Order, Notes Orders and Quotes, Add Quote, Notes	Add or review notes or attachments for the order or quote.

Page Name

Object Name

Navigation

Usage

Order - Notes

Quote - Notes

RO_NOTE

Orders and Quotes, Add Order, Notes
Orders and Quotes, Add Quote, Notes

Add or review notes or attachments for the order or quote.

Adding or Viewing Notes or Attachments

Access the Order - Notes page.

Notes Summary

This section displays a summary of notes.

Subject and Details	Displays a short and long description of the note contents.
Add Note	Click to add a note for the order.

Add a Note or Note Details

Note Type	Select either Billing Notes, Comment, Customer Call, Customer Web, Pricing Note, Production Configuration, Research, Sales Note or Shipping Notes as the type of note.
Visibility	Select Everywhere or Internal Only. If you select Everywhere, users of all self service applications, including Order Capture Self Service will be able to view the note. If you select Internal Only, notes will only be viewable to the CSR.

Attachments

Attachment	Click to view an existing attachment.
Apply Note	After entering information, click to apply the note to the order or order line or to the quote or quote line.
Add an Attachment	Click to add an attachment. Order Capture opens a new page for you to browse the network to locate and attach a file to the note.

Managing Holds

This section provides an overview of holds and discusses how to view the hold summary.

Note. Additional holds are available for the communications industry, Service Management orders, and Bulk Orders.

See Using Order Capture and Service Management in the Communications Industry.

Understanding Holds

Hold validations fire automatically as soon as you submit an order or quote. You can access the Holds page to see if an order has been put on hold. If there is a hold on the order or quote, Status changes to Hold Order. If there is no hold, a "Currently No Holds" message is viewable. There are a variety of reasons as to why your order or quote will be placed on hold. There are also several ways in which you can resolve the problem.

The following table identifies some of the holds in Order Capture:

Hold Code	Explanation
Anonymous Customer Hold	Hold is triggered if the customer specified is setup as an anonymous Business Object. Use this hold when the fulfillment system does not support anonymous Customers.
Configuration Hold	Hold is triggered if a line has a configured product and it is not configured when capture is submitted.
Exceed Corporate Credit Limit	Hold is triggered if the customer has exceeded the credit limit range as specified on the Customer and Business Unit.
Credit Card Hold	Hold is triggered if the customer is paying by credit card, and the authorization fails.
Currency Conversion Not Possible	Hold is triggered if there is no currency conversion available for the pricing engine.
Exceeds Maximum Order Qty	Hold is triggered if the quantity on the line exceeds the maximum order quantity.
Under Minimum Quantity	Hold is triggered if the quantity on the line falls below the minimum order quantity.
Below Minimum Selling Price	Hold is triggered if the quantity on the line falls below the minimum selling price.
No Bill To Contact	Hold is triggered if the bill to contact is missing.
No Bill To Customer	Hold is triggered if the bill to customer is missing.
No Product Package Components	Hold is triggered if the line has a product that is a package, and no package components have been chosen.
No Capture Lines	Hold is triggered if the order or quote has no lines.
No Ship To Customer	Hold is triggered if the ship to customer is missing.
No Ship To Contact	Hold is triggered if the ship to contact is missing.
No Sold To Contact	Hold is triggered if the sold to contact is missing.
Product Catalog Violation	Hold is triggered if the product on the line is not in the customer's catalog.
Product Increment Violation	Hold is triggered if the line quantity is not a multiple of the increment defined on the product definition.
Product Prerequisite Violation	Hold is triggered if the product on the line has prerequisites that are not installed, or not on the current capture.
Price List Not Found	Hold is triggered if there is no price list found by the pricing engine.
Line Site Contact Required	Hold is triggered if a product requires a site, and a Site Contact is not one specified.
Line Site Required	Hold is triggered if a product requires a site, and there is not one specified.
Freight Calculation Hold	Hold is triggered if the calculation of freight charges by the third-party system fails.
Invalid Start / End Dates Hold	Hold is triggered when the start date or end date is missing or invalid for service products.
Subscription Holds	Subscription Holds ensure valid order data for a Subscription. Order Due date is set and is today or in the future, Subscription Term and Schedule are set.
Future Dated Orders not enabled Hold	Hold is triggered if a Fulfill By date is set and Future Dated Orders are not enabled on the Business Unit.
Order Re-Validation Failed	Hold is triggered if order fails revalidation on order execution date during the submit attempt. This may occur if the products on the order are no longer active.
Fulfill By date is before Earliest Fulfill By date	Hold is triggered if the order execution date is before the earliest date the order can be fulfilled. The Earliest Fulfill By date calculated based on the Lead times of the products on the order.
Shipment Arrival Date Earlier then Order Due Date	Hold is triggered if user specified the shipment arrival date prior to the order due date. The shipment may arrive late.
Order Execution Time Frames Overlapping	Hold is triggered if the estimated order execution time frame (the period of time between order execution and order due dates) is overlapping with the same period for another already queued order.
Service Disconnection Scheduled before Order Due Date	Hold is triggered if the submitted manage service order is due for a date when the service is already scheduled to be disconnected (already queued disconnection order; temporarily activated service) or there are other queued Manage Service orders due for a date later then the due date of the currently submitted Disconnect Service order.
Service Suspend scheduled before Order Due Date	Hold is triggered if the submitted manage service order is due for a date when the service is already scheduled to be suspended (already queued suspend service order) or there are other queued Manage Service orders due for a date later then the due date of the currently submitted Suspend Service order.

Note. Holds can be easily added for specific business processing. You can extend hold processing by creating your own hold codes. This is a simple configuration task in the Order Capture Setup and Capture Type workbenches.

See Defining Hold Codes.

See Defining Hold Processing.

Pages Used to Manage Holds

Page Name	Object Name	Navigation	Usage
Order - Holds (Hold Summary grid) Quote - Holds (Hold Summary grid)	RO_HOLD	Orders and Quotes, Add Quote, Holds Orders and Quotes, Add Order, Holds	View holds on the order or quote.
Order - Holds (Hold Details grid) Quote - Holds (Hold Details grid)	RO_HOLD	Orders and Quotes, Add Quote, Holds Click the Hold Details link. Orders and Quotes, Add Order, Holds Click the Hold Details link.	View hold details and override the hold, if necessary.

Page Name

Object Name

Navigation

Usage

Order - Holds (Hold Summary grid)

Quote - Holds (Hold Summary grid)

RO_HOLD

Orders and Quotes, Add Quote, Holds
Orders and Quotes, Add Order, Holds

View holds on the order or quote.

Order - Holds (Hold Details grid)

Quote - Holds (Hold Details grid)

RO_HOLD

Orders and Quotes, Add Quote, Holds

Click the Hold Details link.
Orders and Quotes, Add Order, Holds

Click the Hold Details link.

View hold details and override the hold, if necessary.

Viewing the Hold Summary

Access the Quote - Holds page: Hold Summary grid.

Hold

Displays the description of the hold code.

Hold Status

Displays the hold status. You can change the hold status if your user security allows you to override it.

If you select Override Hold you can add a note to explain why the hold was overridden.

Message

Displays the explanation of the hold.

Pending Action By

List PeopleSoft roles that can override a specific hold code.

Viewing Details or Removing Holds

Access the Quote - Holds page: Hold Details grid.

Hold

Short explanation of the reason for the hold.

Related Line

Line number for the offending product(s).

Hold Status

Current status of the hold. This is a display-only field for regular users, such as most customer service contacts. However, users with manager-level permissions can select one of the following statuses:

Requires Action: This selection indicates that action needs to happen. The system defaults to this status when the hold is created.

In Process: This selection indicates that the hold still needs to be addressed and some action is taking place in relation to the hold.

Override Hold: Select to ignore the hold and pass it. For example, you have a minimum price violation but are willing to allow the lower price for this order or quote. When this status is set, the system will no longer check the hold condition. When a hold is overridden, a note and reason can be assigned explaining why the hold was overridden.

Passed: This indicates that the hold has passed. The CSR can manually set this status, or the system will set this status when the order or quote has been submitted, and the condition has passed. When this status is set, the system will still check the hold condition, and set to Requires Action if the condition fails.

Note. A manager with the correct set of permissions can override the hold by placing the hold in Override Hold status and resubmitting the order or quote.

Status Date

Indicates the date the Hold status last changed.

Failed Value

This is the value that is causing the Hold Reason.

Pass Value

This is the value that is required to remove the hold.

Maintaining Orders

This section provides an overview of order maintenance.

Understanding Order Maintenance

Order maintenance and quote revisioning are triggered by the same toolbar button. This button allows changes to order data based upon configurable rules defined in the Capture Type Workbench. These rules determine the status of the order, and order lines, and will allow changes to certain data elements based upon this status.

To understand order maintenance, consider both the header statuses and the line statuses that are delivered out of the box, and how they map to the PeopleSoft Supply Chain Management fulfillment system. An order for example cannot be changed if has been shipped, or if the fulfillment system has not acknowledged its existence. In this overview section are two tables: one explains Order Capture header statuses and the second shows how line statuses in CRM map to PeopleSoft Supply Chain Management.

Header Statuses

Here are the delivered header statuses that can be displayed on the Entry Form:

Header Status	Description
2000 (In Fulfillment)	The order is in the process of fulfillment. Quotes cannot have a status of In Process since quotes are not part of fulfillment.
9000 (Hold)	There is an open hold on the order, based on hold conditions.
3500 (Fulfillment Hold)	The Fulfillment system has placed a hold on the order.
1500 (Partial Hold)	The Fulfillment system has placed a hold on some products on the order.
6000 (Complete)	The order has gone through the fulfillment process. It has been shipped, or installed depending upon whether it is a tangible product or a service.
1 (Canceled)	The order or quote has been canceled and no further action on this order or quote is necessary.
950 (Queued)	The order or quote has been created for a future date and is queued for later automatic submittal.
5000 (Expired)	The quote date has passed so the quote has expired.
500 (New)	The order or quote is new and has not been submitted.
1000 (Submitted)	The order or quote has been submitted for processing.

See Defining Header Statuses.

Line Statuses

The following table shows the delivered line status mappings between Order Capture and PeopleSoft SCM:

SCM Line Status	CRM Line Status	CRM Line Partial Status
B (Backordered)	2000 (Backordered)	2100 (Partially Backordered)
C (Closed)	6000 (Shipped)	6100 (Partially Shipped)
CMTD	1050 (Sold)	1050 (Sold)
DENY (Deny)	1060 (Lost)	1060 (Lost)
DRAF (Draft)	1010 (Draft)	1010 (Draft)
H (On Hold)	3500 (Fulfillment Hold) Note. Holds that originate in CRM have the status, 9000. This is to differentiate a Hold that originated in CRM (status 9000), from a Hold that originated in SCM.	3500 (Fulfillment Hold)
I	5700 (Billed)	5750 (Partially Billed)
J	5750 (Partially Billed)	5750 (Partially Billed)
K (Picked)	5000 (Picked)	5100 (Partially Picked)
L	5100 (Partially Picked)	5100 (Partially Picked)
O (In Fulfillment)	4000 (In Fulfillment)	4100 (Partially In Fulfillment)
P (Pending)	3000 (Pending)	3100 (Partially Pending)
Q (Requisitioned)	4500 (Requisitioned)	4600 (Partially Requisitioned)
RDY (Ready)	1030 (Priced)	1030 (Priced)
S (Shipped)	6000 (Shipped)	6100 (Partially Shipped)
T	6100 (Partially Shipped)	6100 (Partially Shipped)
U (Purchased)	5500 (Purchased)	5600 (Partially Purchased)
V	3700 (Reserved)	3750 (Partially Reserved)
W	3750 (Partially Reserved)	3750 (Partially Reserved)
X (Canceled)	1 (Canceled)	1 (Canceled)

See Defining Line Status Mappings.

Allowable Maintenance

For the purposes of an integration with PeopleSoft Supply Chain Management, Order Capture allows you to maintain orders where the header status is at least Submitted (1000) and not yet Complete (6000). Order Capture allows order maintenance out of the box, where PeopleSoft Supply Chain Management is the fulfillment system under the following conditions:

If the header status is greater than Submitted (1000) but less than Complete (6000).
If the line status is less than Open (1000), line configurations and attributes can be changed.
If the line status is less than In Fulfillment (4000), line customer information can be changed.
If the line status is less than In Fulfillment (4000), line pricing data can be changed.

Since an order with header status of Queued has not yet been submitted to back end processing, it is queued for later automatic submittal, a Queued order can be maintained. No change order is required if a Queued order is maintained, since no order has yet been sent to the fulfillment system.

Order Capture delivers integration points that support a realtime check into inventory to determine if the changes can be made based on the fulfillment status of the order. Additionally, all of the necessary integration points are delivered to pass the changed data to fulfillment in order to process the change request.

See Understanding Fulfillment.

You can add products to an order or quote, change an order or quote, change the dates for a quote, and so on. With related actions, the system keeps a record of and links to the original quote or order, so that you can maintain a history of how the quote or order progressed. Both the revisioned quote and the original quote may be used and both remain in open status. This allows you to offer different revisions of the products and pricing to your customers, and allows the CSR (or sales representative) to order from either of the quotes. Only the revisioned order can be used once changes have been made to the order.

When order maintenance is complete, various order capture pages reflect the change activity. Upon order submission, not only is a new business project fired, the Related Actions page updated, but the History page is also updated to track those changes.

Note. Changes to a quote are through the quote revisioning process. Creating a quote revision copies the instance of the quote to a new quote, and increments the revision number. This enables you to modify the quote as required.

See Also

Activating Integration Points

Creating Line Statuses

Defining Header Status Mappings

Publishing Order and Quote Messages

Subscribing to Order Status Messages

Viewing Related Actions

This section discusses how to:

View related actions.
Work with business projects.

Pages Used to View Related Actions

Page Name	Object Name	Navigation	Usage
Order - Related Actions Quote - Related Actions	RO_ASSOCIATION	Orders and Quotes, Add Orders Click the Related Actions tab. Orders and Quotes, Add Quotes Click the Related Actions tab.	View related actions for orders and quotes.

Page Name

Object Name

Navigation

Usage

Order - Related Actions

Quote - Related Actions

RO_ASSOCIATION

Orders and Quotes, Add Orders

Click the Related Actions tab.
Orders and Quotes, Add Quotes

Click the Related Actions tab.

View related actions for orders and quotes.

Viewing Related Actions

Access the Order - Related Actions page.

This page enables CSRs to view related actions for the order. A related object is data, such as a business project, that is somehow related to the order or quote. This data can reside in another PeopleSoft CRM application.

Related Actions

	Click the View Details button to open the related object in a new browser window.
Type	This is the type of related action. Related actions include business projects, upsells, correspondence, etc.

Business Process Instances

When you submit an order or quote, business processes fire immediately or are queued for future-dated orders and quotes. You can view the type of business process condition that is used on the Related Actions tab of the order entry form.

See Order Capture Delivered Business Processes and Web Services.

Working with Business Projects

Business projects help organize process flow and are invaluable in tracing the order change activity. Order Capture business projects, including Order, Quote, and Order Maintenance business projects, are explained in detail in a preceding chapter.

Viewing History

This section discuss how to view history details.

Pages Used to View History

Page Name	Object Name	Navigation	Usage
Order - History Quote - History	RO_HISTORY	Orders and Quotes, Search Orders and Quotes Select an order or quote and click the History tab.	For orders and quotes: View a history of change activity. View interaction history. View complete history of activity.

Page Name

Object Name

Navigation

Usage

Order - History

Quote - History

RO_HISTORY

Orders and Quotes, Search Orders and Quotes

Select an order or quote and click the History tab.

For orders and quotes:

View a history of change activity.
View interaction history.
View complete history of activity.

Viewing History Details

Access the Order - History page.

Personalize Option	Click to access the settings for the personalization category. For Order Capture, relevant settings are in the General Options personalization category.
Restore Defaults	Click to restore default settings for all categories.

Bill To	Select where the ordered products are to be billed, to the partner or the customer. Note. This field appears if the Partner Commerce products is installed and a partner company is selected for the order. See Setting Up General Options.
Products are for Resell	Select to indicate that ordered products are for resell purposes. This option is used in several order capture EIPs, as well as in some of the holds in the application to drive business logic (for example, if the products are for resell, the check on the presence of an installation site on the order entry form may not be necessary at save time.) Note. This field appears if the Partner Commerce products is installed and a partner company is selected for the order. See Setting Up General Options.
Customer	Displays the customer who the order will be billed to. Click to access the Company page in the Customer Data Model.
	Click the Lookup Customer button to select a different bill to customer.
Contact	Select a billing contact for the customer. Note. Select Add/Select More Contacts to access the Address Book - Select Contact page to select or add a contact. When adding a new contact, you can indicate the new contact as a one-time contact by checking the "One Use Only (not a permanent address or contact)" on the Address Book - Create New Address page.
Address	Select a billing address for the customer. Note. Select Add/Select More Addresses or click the View Addresses button to access the Address Book - Select Address page to select or add a billing address. When adding a new address, you can indicate the new address as a one-time address by checking the "One Use Only (not a permanent address or contact)" on the Address Book - Create New Address page.
PO Number	Enter the Purchase Order number, if one exists for the customer.
PO Received	Select this check box if a Purchase Order has been received. Note. This functionality is designed solely for auditing purposes. There is no attached business logic.
Invoice	Select to issue an invoice to the customer.
Payment Terms	Select terms of payment if Invoice is selected as the payment method.
Credit Card (option)	Select this option to charge the customer using a credit card. Select a credit card if Credit Card is the payment method.
Credit Card (drop down list)	Select an existing credit card from the drop down list or add a new credit card. Note. The credit card is attached to the bill to contact or consumer in the customer data model.
Edit	Click to access the Order - [mode] Credit Card page to add or edit credit card information for the customer. Note. When you add or edit credit card information, you have the option to save the information in the Customer Data Model or not.

Hold	Displays the description of the hold code.
Hold Status	Displays the hold status. You can change the hold status if your user security allows you to override it. If you select Override Hold you can add a note to explain why the hold was overridden.
Message	Displays the explanation of the hold.
Pending Action By	List PeopleSoft roles that can override a specific hold code.

Hold	Short explanation of the reason for the hold.
Related Line	Line number for the offending product(s).
Hold Status	Current status of the hold. This is a display-only field for regular users, such as most customer service contacts. However, users with manager-level permissions can select one of the following statuses: Requires Action: This selection indicates that action needs to happen. The system defaults to this status when the hold is created. In Process: This selection indicates that the hold still needs to be addressed and some action is taking place in relation to the hold. Override Hold: Select to ignore the hold and pass it. For example, you have a minimum price violation but are willing to allow the lower price for this order or quote. When this status is set, the system will no longer check the hold condition. When a hold is overridden, a note and reason can be assigned explaining why the hold was overridden. Passed: This indicates that the hold has passed. The CSR can manually set this status, or the system will set this status when the order or quote has been submitted, and the condition has passed. When this status is set, the system will still check the hold condition, and set to Requires Action if the condition fails. Note. A manager with the correct set of permissions can override the hold by placing the hold in Override Hold status and resubmitting the order or quote.
Status Date	Indicates the date the Hold status last changed.
Failed Value	This is the value that is causing the Hold Reason.
Pass Value	This is the value that is required to remove the hold.