After completing this unit, you'll be able to:
- Identify the components of an order.
- Describe how to pick the correct order type.
- Demonstrate order creation using the COA.
Reporting customer orders by submitting them to Salesforce is an important part of increasing your revenue. When customers buy from you or request changes to what they bought, you create orders in the COA to report these sales.
If the COA were a TV show, your order would be the star. It gets top billing because it contains the key details Salesforce uses to provision the order and invoice you: the who, what, how much, and when of the sale. You create an order to aggregate all of that information in one place.
Tell us about the customer who made a purchase or change request (1). For new customers, provide their name, org ID, and billing address. They are added to the order and to your existing customer list. For an existing customer, you don’t have to enter their data. Either select them by name from a list of your existing customers or search for them using their org ID.
Add products to your order to identify new purchases or modifications your customer wants to make. In the last unit, we talked about how Salesforce uses product catalogs to aggregate information about the products you sell. Your partner contract includes your product catalogs. Salesforce preloads contracts into the COA. Select a contract (2) to view the terms and access a specific catalog. As you choose products for the order, you tie contract terms to the order. Check that the terms align with your customer’s order. Usually, you keep the standard terms (3).
Every product you sell has a set pricing structure as defined in your product catalog. Products are priced per user or per org; a unit is one user or one org. Keep the unit in mind as you enter order quantity. With percentage net revenue (PNR) priced products, also enter the price your customer paid. The COA automatically calculates the total amount you owe Salesforce for revenue sharing.
You enter three key dates (1) on every order: the service start date, the partner-received date, and the Salesforce agreement date. The service start date is when your customer began using your app and the effective date of their contract. The partner-received date is when you made the sale to your customer. The agreement date is when your customer accepted the terms of service to use your app on Salesforce.
You create orders in the COA by putting all these pieces together. Bundle customer info with products and their prices, tell us a few key dates, and you’ve got yourself a shiny new order and a happy customer.
This title is not a cheesy pickup line. Every order has a type. To create an order, the first step is choosing the order type. Type equates to action. It directs the steps you and Salesforce take to process COA orders.
The COA offers several order types. Some partners don’t need every type. Your agreement with Salesforce determines the ones available to you.
You use different order types for different stages of your relationship with your customer: beginning, middle, and end.
|Order Type||Stage||Description||Effective Date|
|Initial||Beginning||First order for a new customer||The service start date you specify on the order|
|Add-On||Middle||Add other products or increase the number of licenses on the customer contract||The service start date you specify on the order|
|Upgrade||Middle||Increase the quantity and price of licenses mid-contract or upgrade the customer to a higher-priced product mid-contract||The service start date you specify on the order|
|Reduction||Middle||Reduce the number of licenses on the customer contract||The customer’s contract renewal date—assuming you give proper notice according to your cancellation terms (for example, 30 days notice before the customer’s contract renewal date)|
|Renewal||Middle||Renew a contract that is not set to auto renew or change the price of existing products on contract renewal||The customer’s contract renewal date|
|Cancellation||End||Terminate the contract with your customer; a cancellation order permanently removes your products from the customer's org||The customer’s contract renewal date—assuming you give proper notice according to your cancellation terms (for example, 30 days notice before the customer’s contract renewal date)|
Choose type carefully. Consider whether the order type is compatible with your customer’s current contract, existing products, and org. Compatibility is key to ensuring Salesforce processes the order quickly.
Now let’s put everything we’ve discussed into action and create an order for a new customer. Later in this module, we create orders to meet existing customers’ needs.
Your company’s sales team has been working with Acme Corp. They have a trial license and love your product. Today, Acme made their first purchase.
Acme signed an agreement to buy 25 users at $100 per user. Revenue sharing for your product is PNR at 15%. Their contract is for 12 months with auto renewal.
Check their license. They already have one, but you must update it from the trial version. In the LMA, update the license to reflect Acme’s purchase: active for 25 users. While you’re in the LMA, grab their org ID.
Next, enter the deal details (the who, what, how much, and when) in the COA:
- Who? Acme is a new customer of yours, so enter their company information including the org ID. Getting the org ID correct is critical to accurate order processing, so make sure that you get it right!
- What? Choose a contract and the product, by name, from your product catalog.
- How much? Enter 25 for license quantity (licenses are per user, as opposed to per org) and a unit price of $100. Salesforce calculates your revenue sharing total as 15% of your total sale.
- When? Enter the date you want service to start, the date you received the order, and the date your customer accepted the Salesforce service agreement.
As you put the order together, the COA validates your entries against your contract terms and product catalogs.
Before you can submit the order, you must agree to a few legal terms. Some are general Salesforce terms, such as confirming you’re authorized to submit orders. Others are related to the specific products in the order. Agree to the terms, double-check your order details, and submit the order. For more detailed step-by-step COA order submission instructions, see the ISVforce Guide.
You’ve submitted an order for a new customer. Nice job! Now Salesforce can process the order and invoice you. In the next unit, we look at order processing.