Get to Know Industries Order Management Users
Learning Objectives
After completing this unit, you’ll be able to:
- Identify the users who work with Industries Order Management (OM).
- Describe how each user uses Industries OM.
Key Players
You’ve learned that Industries OM involves multiple systems working together, but what about the users who work with these systems? We take a look at them now.
- Customers
- Admins
- Fulfillment Designers
- Fulfillment Operators
- Fulfillment Managers
- Fallout Operators
- Integration Specialists
Customers
As always with Salesforce, the customer comes first. In this case, we mean the customers of people who use Industries OM.
At Infiwave, Sophia works hard to make sure her customers are happy when they place, review, and track their orders. She’s happy when her customers are happy, which means that she wants them to stay up to date on their orders and any issues that come up.
Sophia knows that customers want to place orders directly, either using an online shop or self-serve portal. They also expect quick issue resolution when they talk to support agents.
Admins
Admins install and set up Industries OM, and make sure that upgrades go smoothly. They’re also the superheroes who step in to address tricky situations that occasionally come up.
Fulfillment Designers
Before Industries OM handles an order, fulfillment designers such as Greg Cappelli perform their magic.
Remember that Industries OM decomposes an order and then orchestrates it? Well, fulfillment designers are the ones who design how to decompose and orchestrate a product. They set up those rules during design time, so that when an order comes through, it’s smooth sailing all the way. Everything’s already figured out—from commercial products to fulfillment.
Fulfillment designers also understand the run-time operations of Industries OM, including testing, quality assurance, and production support. And because order management systems have to communicate with external systems, the fulfillment designer works with an integration specialist to make that communication possible. More on that user later.
Fulfillment Operators
There are many tasks that must get done between a customer ordering internet service and actually watching cat videos.
Sometimes those tasks are automated, but when they’re not, that’s when the fulfillment operator comes in. Manual tasks are assigned to a queue, and each fulfillment operator keeps an eye on at least one queue, completing the tasks as they come in.
An example of a manual task is running a credit check on a prospective customer during the setup of that new internet service account.
Fulfillment Managers
So who assigns those manual tasks to the appropriate queue? The fulfillment manager does. They also help with problems that crop up, handle operational analytics, and share feedback with senior leaders.
Fallout Operators
Sometimes when things don’t go right, fallout operators seek and solve the issues that cause errors, skipped tasks, or even dropped orders. The goal of Industries OM is to make the fallout operator’s job easy.
Integration Specialists
Remember that Infiwave customer who submitted an order for internet service? When Industries OM decomposes the order into pieces, one of those pieces is to ask an external system whether a fiber connection exists at the customer’s address.
Figuring out how to communicate with that external system is the job of the integration specialist. They help Greg's team integrate with those systems outside of his control. The integration specialist helps analyze the responses from those systems and send the relevant information back to Industries OM.
What’s Next?
In this unit, you identified the key users of Industries OM and learned about their primary roles and responsibilities. Follow along as we dive into the details of the Industries OM processes.