Use Extensible Flexfields in Change Management Rules

Create a cost of change rule to measure how much a change impacts an orchestration process. Use an extensible flexfield as input to the cost of change calculation.

You can also create a compensation pattern that specifies the adjustments that Order Management makes when it processes a fulfillment task. It does this work to process the request it receives to change a sales order in a way that makes sure it can fulfill the sales order so that it meets your fulfillment requirements.

For example:

• Assume a customer with a Platinum loyalty status receives a follow up phone call about their order, and that you defined an extensible flexfield named Loyalty that allows the Order Entry Specialist to store the loyalty status.

• On the change order, assume you define another extensible flexfield named Customer Satisfaction that allows the Order Entry Specialist to capture the level of customer satisfaction.

• If Order Management already sent a request to the fulfillment system that schedules a follow up phone call, but the Order Entry Specialist hasn't made the phone call, then the compensation pattern for customer satisfaction might be Cancel, meaning don't call the customer.

• If the compensation pattern for customer satisfaction isn't Cancel, then the rule can continue with the scheduled phone call.

You use an extensible flexfield in a change management rule the same way you use it in a line-selection rule. For details, see Use Extensible Flexfields in Line-Selection Rules.

Get details about change management.

• Measure the Cost of Change

• Overview of Managing Change That Happens During Order Fulfillment

• Compensate Sales Orders That Change