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Scenarios for Distributed Order Orchestration

This topic gives the following example of how distributed order orchestration might be used. You might use distributed order orchestration differently, depending on your business model. This topic includes the following scenarios:

• Submitting and Tracking an Order
• Revising an Order
• Canceling an Order
• Submitting a Return Merchandise Authorization Order
• Checking Availability to Promise of a Product

Submitting and Tracking an Order

A new customer telephones a call center to place an order. The call center agent enters information to create a new customer account. Then the agent enters the order and the payment information.

Two weeks later, the customer calls to ask about the status of the order. The call center agent sees that the order status is Shipped and says that the order was shipped two days ago. The agent tells the customer which fulfillment center the order was shipped from and what the tracking number for the shipment is.

Another new customer places an order and calls two weeks later to ask about the status of the order. The call center agent sees that the order status is Partial Shipped. The call center agent navigates to the Orchestration view for the order, which shows that half of the items were shipped two days ago and half were shipped one day ago. The call center agent gives the fulfillment center and tracking number for both shipments.

Because ordering and fulfillment are integrated, the agent can track fulfillment, using the same Siebel application that is used to place the order. If the order is fulfilled with several shipments, then distributed order orchestration creates an orchestration record in the Siebel application for each of the shipments.

Revising an Order

A customer places an order through a call center. The next day, the customer telephones the call center to revise the order, changing the quantity from five items to four items. The call center agent checks the status and sees that the order is still being processed. The agent changes the quantity from five to four.

Another customer places an order and telephones the next day to revise the order, changing the quantity from five items to four items. The call center agent checks the status of the order and sees that it has been shipped. Because it has been shipped, the order record is read-only, and the call center agent cannot change the quantity. The call center agent tells the customer that he cannot change the order because it has already been shipped. Because ordering and fulfillment are integrated, the agent cannot change orders that have already been shipped.

Canceling an Order

A customer places an order through a call center. The next day, the customer telephones the call center to cancel the order. The call center agent checks the status and sees that the order is still being processed. The agent cancels the order.

Another customer places an order and telephones the next day to cancel the order. The call center agent checks the status of the order and sees that it has been shipped. Because it has been shipped, the order record is read-only, and the call center agent cannot cancel it. Because ordering and fulfillment are integrated, the agent cannot cancel orders that have already been shipped.

Submitting a Return Merchandise Authorization Order

A customer telephones a call center to return recently purchased merchandise. The call center agent creates a return merchandise authorization (RMA) order and gives the customer the address where the merchandise must be shipped.

The customer telephones again five days later and asks for the status of the order. The call center agent says the merchandise has been received in new condition. Because ordering and fulfillment are integrated, the agent knows that the fulfillment center has received the returned merchandise.

NOTE:  Users cannot revise RMA orders. Distributed order orchestration does not support exchanging returned merchandise for different merchandise.

Checking Availability to Promise of a Product

A customer telephones a call center to buy a product and asks if the product is in stock. The call center agent navigates to the Fulfillment view, selects the product, and clicks Inquire. The Siebel application displays a message saying how many units of the product are in stock and which fulfillment centers stock them.

The customer places an order for the product. Because ordering and fulfillment are integrated, the agent can check inventory to see which products are in stock.

NOTE:  Reserving products and scheduled lines are not supported by DOO.