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Understanding Fulfillment Integration

This section discusses:

The primary setup of Order Capture integration occurs in the Order Capture Integration Workbench. The Integration Workbench is designed so that all of your fulfillment and maintenance activity can be configured there. There are also a few fields that must be populated on the Business Unit Definition page.

Order Capture uses integration points to transfer information between itself and an order fulfillment system, such as PeopleSoft Order Management or PeopleSoft Inventory. These integration points enable you to configure your collaborative selling solution to work with any third-party fulfillment system or enterprise application integration (EAI) system.

Note: Delivered integration points are configured for integration with PeopleSoft Supply Chain Management (SCM), which provides corresponding integration points for example, integration points that publish the information for which PeopleSoft CRM listens. Integration with other fulfillment or EAI systems might require the use of the PeopleTools Integration Broker to build the necessary transformation layer on top of the existing integration points that PeopleSoft delivers.

PeopleSoft provides the following integration points to support the order fulfillment process:

Integration Point

Description

Message / Transaction Name

Relationships

Type

Get Autonumber

Requests an ID number (to be used for a new order or quote) from your fulfillment system. This integration point is used only when autonumbering is used for order ID assignment.

   

Outbound / Synchronous

Get Order Status

Requests current order and order line status from your fulfillment system.

SCM_GET_ORD_STATUS and SCM_ORD_STATUS

ORDER_STATUS

Outbound / Synchronous

Get Product Availability

Requests product availability information from your fulfillment system.

Note: The Get Product Availability integration point gives PeopleSoft CRM users on-demand access to product availability information. Users click the Check Availability button on the order or quote Entry Form page to initiate the transaction.

SCM_GET_PROD_AVAIL and SCM_PROD_AVAIL

None

Outbound / Synchronous

Publish Order

Sends new orders to your fulfillment system.

CRM_SALES_ORDER and SALES_CRM_ORDER_LOAD

ORDER_PUBLISH

Outbound / Asynchronous

Publish Order Change

Sends changed orders to your fulfillment system.

CRM_SALES_ORDER_CHANGE and SALES_CRM_ORDER_CHANGE_LOAD

ORDER_PUBLISH_CH

Outbound / Synchronous

Publish Quote

Sends new quotes to your fulfillment system.

CRM_QUOTE and SALES_CRM_QUOTE_LOAD

ORDER_PUBLISH

Outbound / Asynchronous

Receive ASN

Listens for ASNs published by your fulfillment system.

ADVANCED_SHIPPING_NOTICE

None

Inbound / Asynchronous

Receive Order Acknowledgement

Listens for order acknowledgements published by your fulfillment system.

SALES_ORDER_ACKNOWLEDGEMENT

None

Inbound / Asynchronous

Receive Quote Acknowledgement

Listens for quote acknowledgements published by your fulfillment system.

SALES_QUOTE_NOTICE

None

Inbound / Asynchronous

Receive Order Change Acknowledgement

Listens for order change acknowledgements published by your fulfillment system.

SALES_ORDER_CHANGE_NOTICE

None

Inbound / Asynchronous

Sales Order Status

Listens for order updates published by your fulfillment system.

SALES_ORDER_STATUS

None

Inbound / Asynchronous

Note: The integration points listed in the preceding table use PeopleTools Integration Broker messages. Application Message Monitor and Send Master (a PeopleTools testing utility) help you track and test the messages and transformations that make up these integration points. The Get Autonumber integration point is an exception in that it uses PeopleTools Business Interlink technology.

If you are using PeopleSoft SCM, you need to:

  • Activate the product, customer, and business unit integration points.

    These integration points synchronize the customer, product, and business unit data in the two systems. This synchronization is required when you use PeopleSoft SCM as your fulfillment system.

  • Activate PeopleSoft CRM services, service operations and routings for the PSFT_EP node.

  • Activate the SCM integration points that support the CRM/SCM fulfillment integration.

    The SCM integration points for Product Availability and Get Order Status are XML links rather than Integration Broker transactions; the activation process for those integration points is therefore different.

Note: If a product uses an inventory item, that item must also be in the CRM (Item Master Table), otherwise the CRM CI Process will fail. Make sure that you sync the item master first before ProductFullSync or ProductSync.

When an order is captured in PeopleSoft CRM, it is passed to the fulfillment system for processing. Subsequent changes to the order are sent from and received by the fulfillment system by means of appropriate integration points. The integration points support integrations with PeopleSoft SCM and other third-party fulfillment systems. The Get Order Status integration point is used as part of the Order Maintenance process when an order is retrieved for maintenance. This ensures that PeopleSoft only allows edits on orders and order lines that are not yet fulfilled.

Note: Order maintenance messages, such as CRM_SALES_ORDER_CHANGE, always contain RO_HEADER information, and always publish the RO_INTEGRATION, RO_HISTORY, and RO_CHARGE data for the order. The remainder of the CRM_SALES_ORDER_CHANGE data only contains order information that has been added or changed.

Order maintenance activities require customer service representatives (CSRs) to have accurate information about changed orders. The following table explains the four integration points that form the backbone of Order Capture's order maintenance activities:

Integration Point Name

Object Name

Description

Type

PUBLISH ORDER CHANGE

SALES_CRM_ORDER_CHANGE_LOAD

Notifies PeopleSoft SCM of an order maintenance request. It is a transformation of the CRM_SALES_ORDER_CHANGE message.

Publish

PUBLISH ORDER CHANGE

CRM_SALES_ORDER_CHANGE

Notifies non PeopleSoft fulfillment systems of the order maintenance request.

Publish

SALES ORDER CHANGE ACKNOWLEDGEMENT

SALES_ORDER_CHANGE_NOTICE

Notifies Order Capture when changes are processed in SCM.

Subscribe

SALES ORDER STATUS

SALES_ORDER STATUS

Notifies Order Capture of the current state of the order in SCM.

Subscribe

Here is a complete list of the SCM integration points to activate for complete fulfillment functionality:

  • SALES_CRM_ORDER_LOAD

  • SALES_CRM_QUOTE_LOAD

  • ADVANCED_SHIPPING_NOTICE

  • SALES_ORDER_ACKNOWLEDGEMENT

  • SALES_QUOTE_NOTICE

  • SALES_CRM_ORDER_CHANGE_LOAD

  • SALES_ORDER_CHANGE_NOTICE

  • SALES_ORDER_STATUS