Understand the Oracle CPQ integration

Oracle Configure, Price and Quote (CPQ) is designed to provide functionality that improves response time to customer inquiries, improves customer interaction with your business, and allows greater customer flexibility in selecting complex products.

There are two integrations between Oracle CPQ and Oracle CX Commerce, both of which can be accessed through the Agent Console if they are set up for your environment:

• CPQ Configurator: Allows an agent to configure complex products for purchase in Commerce. If a product has been identified as a configurable item, there is a Configure button on the Product Detail page for the item. If you click the button, you can select between the customizable options that are associated with the product in question.
• CPQ Quoting: Allows you to request a quote on an order, thereby initiating an Oracle CPQ transaction that a sales specialist can modify, reconfigure, or discount. Once finalized in Oracle CPQ, the quote is returned to Commerce where it can be accepted or rejected, or you can request a requote.

Understand Oracle CPQ product orders

In the Oracle CPQ environment, products consist of a number of sub-items a shopper can select, each with its own properties. For example, a laptop could have the sub-items processing speed, hard drive, and RAM capacity.

To add an Oracle CPQ product to an order:

1. Add the item to the order. A dialog appears with the name of item, price, quantity, along with other product information. Because there are sub-items associated with this product (for example, a laptop), these sub-items must be chosen separately. To do this, click the Configure button in the dialog.
2. The next dialog displays a list of the sub-items with default values selected, along with pricing that includes the currently selected sub-items. Scroll through the list and select the appropriate options. Click Update to show how the changes affect the price of the item.
3. Once the options have all been selected, click Add to Cart. The product appears in the Order Items section, product details column, of the Create Order page. On the Product Details page, a non-returnable flag is displayed for items that cannot be returned. Click the product image to view a product details page for the item.
4. Click the + Details link to display the sub-items, showing the price and quantity added. Click the sub-item links to display a dialog with information and pricing.
5. Click the + to expand the tree menu and reveal additional information on sub-items included with the product.
6. Click Re-configure to return to the sub-item dialog list. When re-configuring the product, click Update whenever changes have been made, and click Add to cart to return to the Create Order page with the changes to the product.
7. When the order is ready, click Place Order.

   When the order is placed, the system completes a validation check. This check ensures that if there are any configured items in the cart, the configuration and price are both still valid.

The details associated with the product and sub-items are available for orders in other statuses, such as edit order, return orders, and exchange orders.

Request a quote for an order

If your business has the Oracle CPQ Quoting integration enabled, you can request a quote for an order from within the Agent Console.

To request a quote for an order:

1. Conduct a customer search.
2. Click New to create a new order or select an existing unfulfilled order for the customer.
3. Once you have an order with items in the cart, click the Request Quote link in the order edit page. You can switch between the Request Quote page and the Create Order page by clicking on the appropriate link.
4. Add text to the Quote Notes text field as desired and click the Request Quote button.

   Once you have submitted the quote request, the Request Quote webhook is triggered and all relevant information is passed to Oracle CPQ for a decision on the quote. The order status is changed to Pending. When an order is in Pending status, you cannot perform any operations on the order.

   A confirmation email is sent to the shopper informing them of the status of their order.

5. Once a response is received, the order status changes to This Order is a Quote. You then have a number of options on how to proceed:
   • Accept the quote: If the customer is satisfied with the quoted price returned from Oracle CPQ, you can accept the quote on their behalf by clicking the Accept button and proceeding with the order as normal.

     Once payment information has been entered and the order is placed, the order status changes to Submitted for Fulfillment. At this point, the Update Quote webhook is triggered and Oracle CPQ is informed that the quote has been accepted.

     At this stage, you can click the Edit Order button, but the only edits allowed to the quote are changes to the shipping group or the application of shipping discounts or promotions. You may not add or remove items from the cart or change the quantities of items included in the order. The order status changes to Order Being Amended until you click the Complete Order button.

   • Request a requote: If desired, you can enter more details in the Request Quote text box, and click the Request Requote button to request an updated quote. When you request a requote, the order status changes to Pending Quote. When an order is in Pending status, you cannot perform any operations on the order.
   • Reject the quote: You can click the Reject Quote button to reject the quote. This cancels the shopper’s order and the order status changes to This Quote has been Rejected.

   The response to a quote request includes provision for an expiry date for the quote. If the quote has expired, the Accept Quote and Reject Quote buttons are disabled, but you can request a requote for the order.

   Once you respond to the quote, a confirmation email is sent to the shopper informing them of the status of their order.