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Learn About Commerce Cloud Order Management

Learning Objectives

After completing this unit, you’ll be able to:
  • Explain what Commerce Cloud Order Management for Salesforce B2C Commerce is.
  • Explain the features and capabilities of Commerce Cloud Order Management for B2C Commerce.

Introduction

Order Management for B2C Commerce gives retailers an all-inclusive view of customers, orders, returns and exchanges, inventory, products, and promotions across physical and digital channels. This feature helps retailers process orders and optimize their inventory—and so much more.

If you’ve bought anything online, you probably relied on an order management system when you checked on your order or even looked up previous orders. But Order Management also drives more complex, “cross-channel” transactions. Have you ever bought something online and then picked it up in the store? Or returned to a store an item you bought online? You were engaging in a cross-channel transaction, a shopping experience that is becoming more and more popular with consumers.

Order Management, an add-on to B2C Commerce, shares order data in real time with B2C Commerce. That's why it's "for B2C Commerce!"

The Five Capabilities of Commerce Cloud Order Management for B2C Commerce

Commerce Cloud Order Management for B2C Commerce has five key features. Let’s have a look.

  • Enterprise Inventory
  • Distributed Order Management
  • Store Fulfillment
  • Customer Service
  • Complete Order Data

Order Management for B2C Commerce icons

Enterprise Inventory

Enterprise Inventory

At the core of every successful shopping experience is an accurate view of the inventory that’s available for sale. Enterprise Inventory makes all available inventory visible—whether it's in stores or in distribution centers—in a single, authoritative available-to-sell record. So all selling and service channels have an accurate representation of sellable inventory no matter where it sits. This makes more units of inventory available to shoppers, rather than just the units sitting in an individual area or store. It also prevents over sells, which can frustrate consumers and retailers alike.

Distributed Order Management

Distributed Order Management

The Order Management engine, sometimes called Distributed Order Management, encompasses all of the sophisticated logic that it takes to allocate items, fulfill an order and manages the entire order life cycle. This baked-in intelligence means retailers can accept orders and returns from multiple selling channels—online, mobile, in-store. Retailers can process invoices, payments, and sales tax. And it lets retailers set allocation rules for backorders, preorders, split orders, and drop-ship orders to ensure each and every one is fulfilled cost-effectively and efficiently.

Store Fulfillment

Store Fulfillment

Mobile optimized, real-time tools for retailers let store associates quickly and easily handle fulfillment requests that are ready for shipment. The Store Fulfillment feature also enables retailers to have products at the ready for a customer who wants to pick items up in-store.

Customer Service

Customer Service

The customer service features of Order Management enable universal order intervention. From any channel—phone, web, store, even customer self-serve—customer service reps have a complete view of shoppers, the product catalog, inventory, and orders. So reps and associates can provide the best possible service when they handle order inquiries or modifications.

Complete Order Data

Complete Order Data

With Order Management, retailers have access to order information at all stages of the process, from where and how the order was generated to where and how it is being delivered. This gives retailers more control and visibility into each individual unit of merchandise from the moment of purchase to the moment of delivery.

Order Management helps retailers make the most of their inventory while also giving shoppers access to more products and choices.

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