Get Started with Your Implementation

Learning Objectives

After completing this unit, you’ll be able to:

• List the steps in a typical order management process.
  
• Describe the benefits of Salesforce Order Management.
  
• List the steps you need to take to get your org ready for Order Management.
  
• Explain how person accounts work with Order Management.
  
• Explain how the client ID works with a Salesforce B2C Commerce integration.
  
• Explain settings that enable B2C Commerce and Order Management integration.
  

What’s Order Management?

Cloud Kicks, a high-end sneaker and sports apparel manufacturer, uses B2C Commerce for its ecommerce storefront application. It wants a tightly integrated, fast, and reliable order management system, so it turned to Salesforce Order Management, which is built on Salesforce.

Linda Rosenberg, Cloud Kicks admin, is tasked with implementing Order Management on a Salesforce org and integrating it with her company’s B2C Commerce implementation, which is up and running. She manages B2C Commerce with tools such as Account Manager and Business Manager. Before she begins, she wants to learn more about order management systems in general and the Salesforce Order Management product in particular.

Order processing typically starts within a storefront application, when the customer places an order. The system creates the underlying data, checks inventory, and processes the payment.

The order management system takes over for the fulfillment process, where the customer receives what they ordered. It also does the servicing, such as returns, appeasements, and reships, and maintaining customer history. These are the typical steps of an order processing system.

• Allocation: The system determines which location or locations will fulfill the order.
  
• Fulfillment: A person or system confirms shipping details, generates an invoice, then picks, packs, and ships the order.
  
• Servicing: If needed, a person or system cancels, discounts, returns, reships, or exchanges order items.
  

Salesforce Order Management

Salesforce Order Management delivers a powerful workflow with order allocation, fulfillment, and servicing features. It provides a single view of orders, actions taken on orders, and order history. It provides sample fulfillment packages that include flows, processes, and Apex classes to help Linda implement her system. Order Management works with these Salesforce products.

• B2B Commerce
  
• B2B2C Commerce
  
• Salesforce B2C Commerce
  
• Service Cloud
  
• Store Fulfillment mobile app
  
• Omnichannel Inventory
  
• Salesforce Payments
  

Order Data

Order Management uses objects to create a complete picture of each order as it moves along the order processing workflow. Summary objects help maintain a record of data changes. When a customer removes a product from an order, for example, the original order record doesn’t change. Instead, Order Management creates a change order record that stores the changes. An order summary record maintains a relationship between the original order and any change orders that apply to it. 

Here are the main objects used in Order Management.

Get Started

Cloud Kicks management starts by purchasing and activating an Order Management license. This license is automatically available on a Developer Edition org.

Here are the general steps Linda takes to implement Order Management with B2C Commerce.

Prepare Your Org

Linda starts by preparing the org.

Enable Lightning

Linda needs to use the Lightning interface to access Order Management. It’s not supported on Salesforce Classic or Mobile. 

Enable Person Accounts

Linda can represent shoppers using person accounts or by using contacts on standard business accounts. Once she enables person accounts, however, she can’t go back. This irreversible process changes the database structure of her org.

Before she can enable person accounts she must create a support case, and allow five business days for Support to complete the case.

In this module, we assume you are a B2C Commerce and Salesforce administrator with the proper permissions to implement Order Management. If you’re not a B2C Commerce and Salesforce administrator, that’s OK. Read along to learn how your administrator would take the steps to set up person accounts in a production org, and how they would take other steps later on in B2C Commerce in a staging instance. Don't try to follow these steps in your Trailhead Playground. Order Management and B2C Commerce aren’t available in the Trailhead Playground.

Here’s how she then enables person accounts.

1. Open the Salesforce org.
   
2. From Setup, in the Quick Find box, enter Profiles, and select Profiles.
   
3. Select System Administrator.
   
4. Scroll to the Record Type Settings section, find Accounts, and click its Edit link.
   
5. In the Selected Record Types section, move --Master-- to the Available Record Types box.
   
6. Move Business Account and Person Account to the Selected Record Types box.
   
7. Set the Default Record Type and the Business Account Default Record Type to Business Account.
   Set the Person Account Default Record Type to Person Account.
   
   
8. Set the Person Account Default Record Type to Person Account.
   
9. Click Save.
   

Give Access to Person Accounts

Linda wants to use person accounts to represent buyers and shoppers, so she needs to give access to the appropriate permission sets to access person accounts.

Here’s how she does it.

1. From Setup, in the Quick Find box, enter Permission Sets, then select Permission Sets.
   
2. Select the permission set that controls access for the Order Management users: OM Console
   
3. In the Apps section, click Object Settings.
   

• Select Accounts.
  
• Click Edit.
  

4. In the Account: Record Type Assignments section, select Business Account and Person Account.
   
   
5. Click Save.
   

Enable Multiple Currencies

Linda’s sites support multiple currencies, so she wants to use multiple currencies with Order Management. Here’s how she enables this.

1. From Setup, in the Quick Find box, enter Company Information, then select Company Information.
   
2. Click Edit.
   
3. Ensure that the selected currency locale is the default currency that you want to use.
   
4. Enable Activate Multiple Currencies.
   
   
5. Save the changes.
   

Create an API Client

Integration with a B2C Commerce implementation requires an API client ID, so Linda creates one. It’s important that she creates a dedicated client ID for the integration instead of sharing one with other functions. It’s easier to troubleshoot issues and gather metrics when she knows which actions are associated with each client ID.

Linda uses Account Manager, a B2C Commerce tool, to create an API client. To access Account Manager (or Business Manager), you must have a B2C Commerce implementation. 

Here’s how Linda creates a client API.

1. In a web browser, go to https://account.demandware.com/. (You must have an Account Manager account.)
   
2. Enter your username (typically, your email address).
   
3. Click LOG IN.
   
4. Click API Client.
   

• Click Add API Client.
  
• Enter a descriptive name in the Display Name field.
  
• Click Add.
  

Enable Admin Settings

Linda returns to her org to configure the admin settings she needs for Order Management.

1. From Setup, in the Quick Find box, enter Order Settings, then select Order Settings.
   

• Select these:
  

• Enable Orders
  
• Enable Negative Quantity
  
• Enable Zero Quantity
  
• Enable Enhanced Commerce Orders.
  
• Enable Optional Price Books for Orders.
  
  

• Save the settings.
  

2. Log out of the org and log back in, or refresh the page.
   

• From Setup, in the Quick Find box, enter Order Management, then select Order Management.
  
• Activate the Order Management toggle.
  Order Management can take several minutes to activate. If you don’t see the Order Management app in the App Launcher, wait a few minutes and refresh the page.
  

3. Activate the B2C Commerce Connection toggle.
   
4. If you’re using person accounts to represent individual shoppers, activate the Person Accounts for Shoppers toggle.
   Activating or deactivating this setting can take up to an hour because of the way it’s cached.
   

Set Organization-Wide Sharing Defaults

The B2C Integration service user is also an internal Salesforce user. So for any object that the integration must access, Linda sets internal organization-wide sharing defaults to Public Read/Write access.

Next Steps

In this unit, you learned about order management and explored Salesforce Order Management basics. You also started preparing your org for Order Management. Next, configure Order Management for B2C Commerce.

Resources

• Salesforce: Salesforce Order Management Implementation Guide for B2C Commerce
• Salesforce Help: Summary Objects and Change Objects
• Salesforce Help: Use a Person Account to Create a Buyer for B2B Stores
• Salesforce Help: Enable Currencies
• Salesforce Help: Manage Multiple Currencies
• Salesforce Help: Reduction Orders
• Salesforce Help: Tailor Business Processes to Different Users Using Record Types
• Salesforce Help: Enable Orders Without Price Books
• Salesforce Help: Organization-Wide Sharing Defaults
• Salesforce Developers: Importing Order Data