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About Actions for Responses to Product Offers

When you define user responses to product offers, you can also define actions for each response.

The actions create sales orders or quotes, which can be used to:

• Create a new asset.
• Modify an existing asset by doing one of the following:
  • Add, replace, or delete products and services for an asset
  • Update asset line item fields
  • Upgrade products and services for an asset
  • Edit or apply a promotion to products and services in the asset

You can also perform other actions by invoking a Siebel workflow process.

NOTE:  Actions that invoke workflows can be used for preorder tasks and postorder tasks, but they cannot be interspersed among actions that create orders. If an action invokes a workflow process, then create the workflow before you define responses. For more information about creating workflows, see Siebel Business Process Framework: Workflow Guide.

You generally create actions that map to common order processes such as:

• Modify order. Creates actions modifying an order, adding or deleting products, and providing manual discounts
• Apply promotion. Creates actions that include bundled products with promotional pricing

For example, you have a product offer for customers who have pay-as-you-go text messaging that says: Get unlimited text messaging for $10 per month. For the response Accept, you create the following actions:

• To specify the product, create actions that modify the asset Wireless Service so that it has the component product Unlimited Text Messaging.
• To specify the pricing, create an action that updates the Discount Amount field of the component product Unlimited Text Messaging, so it has the value of 10.

This is one example of how product and pricing can be specified using the actions of product offers. Different product offers require other methods.

Some responses do not require actions. For example, if the user rejects the offer, then an action is not required usually. In that case, you do not have to define the actions for the Reject response.

You specify an action by selecting in both the Action Type field and the Action Code field. The selection in the Action Type field limits the available selections in the Action Code field. Depending on your selections in these two fields, you might have to specify a value in another field. For example:

• If you select Modify as the Action Type and Update as the Action Code, then you must also make entries in the Field Name and Field Value fields. The action updates that field with that field value.
• If you select Run Process as the Action and Workflow as the Action Code, then you must also select a workflow in the Service Name field. The action runs that workflow.

Table 2 shows the actions that can be performed by product offers, with the Action Type and Action Code of each. This table includes actions that you specify in the Action record, with no user input. You can also use named parameters to base some of these values on user input, rather than specifying them explicitly in the Action record. For more information, see Product Offers with Named Parameters.