Meet Industries Order Management Orchestration
Learning Objectives
After completing this unit, you’ll be able to:
- Describe what Industries Order Management (OM) orchestration is and how it solves business challenges.
- Explain the importance of orchestration in order fulfillment.
Before You Start
Before you start this module, make sure you complete the following content. The work you do here builds on the concepts and work you do in that content.
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Industries Order Management Foundations
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Industries Order Management Decomposition Foundations
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Industries EPC Foundations
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Industries Shared Catalog
Also, consider completing the following recommended content.
Get Started
The Infiwave team is busy deploying Industries OM. The design-time configuration in the Industries Shared Catalog and run-time testing from Industries CPQ are both making great progress. You’ve already met Sales Manager Sophia and Fulfillment Designer Greg, and now it’s time to meet Angela Duran—a skilled business analyst who recently joined Infiwave. 
Angela reminds Greg of three key functions when it comes to the business analyst role: process, process, process
If you ask people what business analysts do at a Communications Service Provider (CSP), they’d all agree on one answer: Business analysts care about who does what, when, and in what order. That’s a decent description of what the orchestration component of Industries OM does as well.
How Order Orchestration Works
Greg is excited that Angela joined Infiwave in time to help with the Industries OM deployment, particularly now as the company focuses on orchestration. Angela’s attention to detail with processes and her ability to map business challenges to solutions are huge value-adds to the team.
Angela knows the type of information that fulfillment systems need from Industries OM during orchestration. In the Industries Order Management Decomposition Foundations module, you learned that the output of the decomposition process consists of fulfillment requests, sometimes referred to as suborders. The Industries OM orchestration engine uses these suborders to dynamically generate an orchestration plan and then execute it. The Salesforce Industries application suite comprises Industries Shared Catalog, Industries CPQ, and Industries OM. The suite works with other components to offer powerful order management solutions.
Industries OM communicates with external fulfillment systems for various business requirements such as creating and activating accounts, billing, scheduling technicians, and managing inventory and warehouse.
From a business perspective, Industries OM’s accurate and timely communication with external systems reduces bottomline costs, accelerates revenue growth, and ensures low customer and CSP churn.
One of Infiwave’s latest offerings is the Triple Play package that comprises high-speed internet, a phone, and a streaming TV for one low monthly price. Orders are pouring in and the new signup portal is in full swing. When it comes to orchestration, everything is running smoothly—account creation, activation for multiple services, shipping the correct hardware from the nearest warehouse to the customer, updating inventory, and so on. So far, so awesome!
However, the billing system is not updated, and that’s not good business. It has gone unnoticed for a while and now requires additional time and effort to debug and fix the issue. A big ask, certainly. Fortunately, Industries OM has a solution for this as well. Infiwave uses Industries OM’s capability to communicate with the external fulfillment systems and thereby streamlines its billing system.
An Order with a View
Who doesn’t like a room with a view? It turns out an order with an end-to-end view is nice too. Industries OM has a consistent user interface (UI) and user experience (UX) throughout the lifecycle of an order. And nowhere does the Industries OM shine brighter than with orchestration.
Industries OM reduces fulfillment costs by helping all users visualize the fulfillment flows as updates are provided in real time. Are tasks in the fulfillment process going well? Everybody at Infiwave can see. Are other tasks not going so well? Everybody can see that too. Industries OM orchestration helps with fallout management as well. That is, identifying errors during the fulfillment process. In fact, when you execute orchestration plans, you see issues at a glance, which is the first step in bringing swift resolution.
What’s Next
In this unit, you learned about the significance of Industries OM orchestration in order fulfillment. You also discovered how orchestration works in Industries OM. In the next unit, follow along as Greg and Angela take a practical look at orchestration.