| Oracle® Application Integration Architecture Oracle Communications Order to Cash Integration Pack Implementation Guide for Siebel CRM, Oracle Communications Order and Service Management, and Oracle Communications Billing and Revenue Management Release 11.3 Part Number E50337-01 |
|
|
PDF · Mobi · ePub |
This chapter provides an overview of the Update Sales Order business flow and discusses updating the sales order data and status, and describes how installed assets are created or updated in Siebel customer relationship management (Siebel CRM).
The Update Sales Order business flow is enabled by either of the following Pre-Built Integration options of the Oracle Communications Order to Cash Integration Pack for Siebel CRM, Oracle Communications Order and Service Management (OSM), and Oracle Communications Billing and Revenue Management (BRM) (the integration):
Oracle Communications Order to Cash for Siebel CRM and OSM Pre-Built Integration option
Oracle Communications Order to Cash for Siebel CRM, OSM, and BRM Pre-Built Integration option
The integration uses the Update Sales Order business flow for the following purposes:
Updating sales order data: OSM enriches the sales order with data coming from downstream provisioning systems. For example, when the provisioning system determines the service instance ID, the provisioning system can send the data to OSM to update the sales order.
Update sales order status: OSM sends order and order line-level status updates to Siebel CRM. The updates keep the customer service representatives or self-service customer updated on the progress made as the order is fulfilled. OSM limits updates to those that are significant to the customer.
If you are using an order management system other than OSM, ensure that your system only sends data updates after the order line reaches the point of no return, but before the Complete status value is sent to Siebel CRM. Because revisions on the order can be submitted from Siebel CRM up until the point of no return, data updates sent before the point of no return could be lost. Data updates sent for assets after the Complete status value is sent to Siebel CRM are not saved.
OSM and the OSM cartridges for Oracle Application Integration Architecture (Oracle AIA) obey these restrictions by default.
See "About Creating or Updating Installed Assets in Siebel CRM" for more information about assets.
OSM lets you configure and send order fulfillment statuses to your fulfillment systems and Siebel CRM. OSM translates the fulfillment function responses, each of which may contribute to different order line and order header status values, into common status attribute values.
Because order decomposition and fulfillment is a complex process, Oracle AIA uses the extended set of attributes listed in Table 16-1 to provide comprehensive visibility. Order or order line status includes values for all of the attributes listed.
Table 16-1 Extended Set of Sales Order Status Attributes
| Attribute Name | Usage |
|---|---|
|
Order Header / Fulfillment Status |
Updates Siebel CRM on the current status of order fulfillment at a high level. The Fulfillment Status attribute tracks the order status while in fulfillment. Values can include In Progress, Complete, Canceled, Failed, and so on. The Fulfillment Status attribute is different from the Siebel CRM Status attribute. The Siebel CRM Status attribute tracks the order status across order capture and order fulfillment. The Complete and Canceled fulfillment status values only are reflected in the Siebel CRM Status attribute. The OSM cartridge implementer can configure the values for Fulfillment Status attributes. |
|
Order Header / Status Context |
Provides details about the current status. OSM cartridge implementers can configure this value. |
|
Order Line / Fulfillment Status |
Updates Siebel CRM and the order management system on the current status of order line fulfillment at a high level. Values can include In Progress, Complete, Canceled, Failed, and so on. The OSM cartridge implementer can configure the values for Fulfillment Status attributes. |
|
Order Line / Milestone |
The most recent fulfillment milestone reached. Values can include Shipped, Provisioned, Installed, and so on. The OSM cartridge implementer can configure the values for Milestone attributes. |
|
Order Line / Status Context |
Provides details about the current status. OSM cartridge implementers can configure this value to indicate:
|
|
Order Line / Point-of-no-return |
Indicates if Siebel CRM should allow revisions to an order line or submission of previously created revisions to an order line. If a hard point of no return is established for an order line in OSM, OSM sends an update to Siebel CRM. Siebel CRM uses the point of no return to block users from revising order lines. |
|
Order Line / Actual Delivery Date-Time |
Determines the date when the purchased product or service is considered available to the customer. This date may be the date physical goods are shipped, delivered, or their receipt acknowledged. For service-based products, this date is when the service is activated. This date is computed in the fulfillment flow. |
|
Order Line / Expected Delivery Date-Time |
Provides the expected delivery date for an order line. When Siebel CRM creates the order, the system provides this value by default. OSM uses this date to communicate changes for specific order line dates to Siebel CRM. |
Because of the increased processing complexity of using different fulfillment status values for different services, Oracle recommends that you use a set of streamlined status values across product specifications. Using the streamlined values makes the status updates easier for your customers and customer service representatives (CSRs) to understand and lets you reuse the flow.
Consider the following points to optimize the propagation of status updates:
Not all status changes are relevant to the CSR or the customer. Do not propagate all changes to Siebel CRM.
Not all status changes must be reflected instantly. Determine which status changes require instant propagation, such as reaching the point of no return, and which do not. Use a throttling mechanism to prevent performance and throughput problems which could result from too many status updates being sent at once.
The Complete and Canceled status attribute values drive specific logic in Siebel CRM and must be preserved.
The Complete status value drives the logic to create and update Siebel CRM assets. The order management system must turn the status value to Complete for a parent order line only after the order line and all of its subordinate order lines (within the order hierarchy) have completed fulfillment successfully.
The Canceled order status excludes the order from a Siebel CRM calculation of the future state of the asset when creating follow-on or future-dated orders.
An installed asset is created when an order for a new service is fulfilled and asseted. When the order has been asseted, a CSR can use asset-based ordering to make changes to the existing services. An asset-based order (also known as change order or MACD order) references an existing installed asset and uses actions to indicate how the asset must be modified. When a change order is fulfilled, the installed asset is updated to reflect the new state.
The process integration for Order Lifecycle Management relies on the Siebel CRM auto-asset functionality. Siebel CRM is configured so that assets are automatically created or updated when the order line status is set to Complete.
|
 Copyright © 2011, 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices |
|
