Understanding Order Capture

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

Functional Buttons

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

Field or Control	Definition
Submit	Click to save and submit the order or quote for processing.
Save	Click to save the order or quote in its current state.
	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.
	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.
	Click to change the current order to a bulk order. Bulk orders are used as a template to create multiple orders. Note: The button is only available for orders.
or	Click to initiate a new quote or order.
	Click to access the quote and order search page.
	Click to cancel the current quote or order. The cancel function is only available when edits are allowed. Note: This button is not available to engagement services.
	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.
	Click to copy an order to a new quote or convert a quote to an order. The label of this button becomes Convert to Order for quotes. This button is available to orders and quotes that have been submitted. Note: You cannot convert expired quotes to orders. Only quotes with an expiration date in the future can be converted to an order.
	Click to clone the current order or quote and create a copy of the current instance. Note: This button is not available to engagement services.
	Click to switch the order (queued or submitted) to the maintenance mode, in which the entire order is editable again. For quotes, the label of this button becomes Revise Quote. This button is available to orders and quotes that have been submitted. Note: Maintenance is only allowed during certain circumstances once the order is submitted based on the order processing. Future dated (queued) orders are maintainable.
	Click to activate print or email correspondence.
	Click to launch the 360-Dgree View for the corresponding customer
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.

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

Image: Lifecycle of orders, from creation, submission, to fulfillment

Diagram describing the lifecycle of orders, from creation, submission, to fulfillment.

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.

Order Capture simplifies the order entry process by providing the following hotkeys at the header level and the line level. Use these hotkeys for header level activities:

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

Order Capture delivers the following users and roles:

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

Correspondence can be generated automatically and manually:

• Automatic correspondence is initiated at the point of order or quote submission.

• Manual correspondence is initiated when the Correspond toolbar button 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 and is displayed on the Related Actions page for the order or quote. Related actions are not created for manual correspondence.

To create an ad-hoc correspondence, a CSR can click the Correspond toolbar button to access the Create Correspondence page where template based correspondence can be prepared to send to pre-populated recipients through different communication channels, either email or print. Order Capture delivers a list of templates that can be used for composing a correspondence.

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.

This table lists the correspondence templates that the Order Capture application supports (template package usage is set to Order Capture):