Salesforce Order Management System, The Ultimate Guide.

salesforce order management

Last Updated: February 2024

Welcome to the ultimate guide on Salesforce Order Management System (OMS)! If you’re in e-commerce or managing sales operations, you’re likely aware that efficient order management is the backbone of a successful business.

In fact, businesses that implement advanced OMS solutions experience a whopping 90% increase in order accuracy.

Today, we’re going to dive deep into Salesforce OMS, uncovering its potential to transform your order processing, boost customer satisfaction, and ultimately drive your business to new heights.

So, whether you’re a seasoned Salesforce user or just getting started, let’s embark on this journey to harness the power of efficient order management with Salesforce!

Unlocking the Power of Salesforce Order Management System

Salesforce OMS is a proven solution that has helped businesses of all sizes improve their order management processes. Here are the key benefits of Salesforce OMS:

  • Automated Order Processing: Eliminate tedious and time-consuming manual order processing. Minimize the use of manual handling.
  • Effortless Multichannel Coordination: Seamlessly manage orders and inventory across multiple sales channels.
  • Efficient Order and Shipping Management: Simplify the handling of shipping schedules and complex orders.
  • Streamlined Order Fulfillment: Optimize your order fulfillment process for greater efficiency.
  • Data-Driven Decision-Making: Access detailed reports and analytics to enhance your decision-making capabilities.

With the benefits learned, let us start with the order management journey.

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Tracking Order Journey

To make your order processing smoother and more effective, it’s crucial to grasp the typical journey an order takes. Let’s explore this journey together and the questions that can lead to better solutions.

Order Placement

How and where is the order placed, whether through your website, phone, or in-store?

Order Fulfillment

Do you have a system that integrates your warehouse and inventory data?

Order Deliver

Do you use a separate system for product shipping integration, or is it integrated with your ERP?

Return/Cancellation

What are your policies for returning and canceling orders?

Payment Preferences

What payment methods do your customers prefer?

By tracking the order journey and addressing these questions, you can enhance your order processing and provide a better experience for your customers. Let us now see how Salesforce OMS will help you in this process.

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Salesforce Order Management System (SOM)

SOM simplifies order placement, confirmation, and tracking, ensuring orders are processed smoothly. It also handles inventory checks, picking, packing, and shipping effortlessly, making your operations more efficient.

Here’s the SOM order workflow overview:

salesforce order management workflow
Source: ranosys.com
  1. Order Placement: The storefront receives the order and sends it to the Order Management System.
  2. Data Integration: Order data is transformed and inserted into Salesforce through integration.
  3. Customer Matching: The B2C Commerce customer profile is matched with the customer account in Salesforce.
  4. Order Record Creation: OMS generates summary records for the order and its related records.
  5. Fraud Check Integration: A custom integration with a 3rd party provider is available for fraud checks.
  6. Fulfillment Process: A custom flow, based on various business needs, creates fulfillment orders and assigns them to fulfillment locations based on order delivery group, inventory, and other criteria.
  7. Export to Fulfillment Provider: The system updates quantities and exports the fulfillment order to a fulfillment provider.
  8. ASN Receipt: The external provider returns an ASN (Advance Shipping Notice) to OMS.
  9. Shipment Creation: Based on the received data, OMS generates shipment records and updates fulfillment order status to fulfilled or canceled.
  10. Invoicing and Payment: A trigger creates invoices and interfaces with the payment provider to ensure funds.
  11. Record Updates: OMS updates quantities and statuses on associated summary records and exports invoices to an ERP system.

We will be covering how to incorporate SOM into your order management system in the upcoming sections.

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Mastering Salesforce Order Management System (SOM)

The top destination for learning and configuring SOM is the Partner Learning Camp (PLC). If you don’t have access to PLC, you can explore these learning resources for SOM.

1. Setting up the Environment

Here, you’ll learn how to set up your OMS org.

Start by activating the order management system features, and configuring field-level security, reason codes, and delivery methods.

Then, apply the sample flows provided in the environment. Additionally, you’ll deploy named credentials and create a payment gateway provider along with a payment gateway.

2. Placing Test Orders

To place test orders, use Workbench with a JSON example file. Make sure to adjust the identifiers in your org, including SalesChannelId, Pricebook2Id, OrderDeliveryMethodId, Product2Id, and PricebookEntryId (you can find these IDs through SOQL queries). Remember to change the SKU and Order Reference Number each time you run the JSON file and place the order.

3. Data Model and APIs

Use Schema Builder to grasp the data model and object relationships, it’s the most helpful tool. You can create an order summary using the Composite API and retrieve it by ID through SOQL queries or the Composite API. There’s also an enhanced way to query order summary by ID, and you can preview item cancellations.

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What Makes Up the Salesforce Order Management System?

Here’s a glimpse of the SOM-related objects.

salesforce order management
Source: ranosys.com

Managing Processes Using Flows

This section is vital because businesses and customers have unique needs. Customizing flows automates processes. Here are the standard and installed flows in the SOM system org, updated in each release.

    • Creating Order Summary Flow: Use this flow to generate order summary and order payment summary records once the order status is approved.
    • Cancel Item Flow: You can cancel items from orders before they are fulfilled. Configure reasons for cancellations, and the system will recalculate order totals, including promotions, tax, and shipping costs. This flow generates a change order and updates the order summary to show the new order totals and reduced quantity.
    • Return Item Flow: After fulfillment, you can use this flow to return items from the order. Configure reasons for returns, and the system will recalculate order totals, including promotions, tax, and shipping costs.

Along with change orders, order updates, and reduced quantity, it also processes payment refunds and credit memos.

The Salesforce Order Management System team provides the following sample flows so you don’t have to start from scratch as an implementation partner.

Generating Fulfillment Orders for a Single Location

Step 1. Fetch the location and order delivery group summaries associated with the designated order summary.

Step 2. Collect data on all order product summaries and proceed to create a fulfillment order for each of them.

Step 3. Adjust the status of the order summary to ‘Awaiting Fulfillment‘.

Generating Fulfillment Orders for Multiple Locations

Step 1. Get the default location and the order delivery group summaries for your specified order summary.

Step 2. Collect all order product summaries.

Step 3. Allocate each order product summary to a fulfillment location.

Step 4. It will select the default location if a fulfillment location doesn’t exist.

Step 5. Otherwise, in case it exists, it will add the order product summary to it.

Step 6. Without a fulfillment location, the system will create one and add the order product summary.

Step 7. Check for delivery charges and include them.

Step 8. Update the status of your order summary.

Creating Invoices and Managing Funds

Step 1. Initiate the “Create an Invoice from Fulfillment Order Flow” to generate an invoice.

Step 2. Pass the newly created invoice to the core action of “Ensure Funds Async Flow.”

Step 3. Explore payment integration choices, including the mock payment gateway.

Setting Up Process Exceptions

You can establish process exceptions tailored to your business needs, which can trigger alerts using flows.

Enhancing the User Experience

In this part, empower OMS with the capabilities of the Salesforce platform. You can develop and deploy custom Lightning components and create mobile pages using native Salesforce mobile apps.

Customize page experiences and establish order summary statuses for a path view. Easily manage tasks like approving order summaries, allocating orders, generating invoices, and settling. Execute return and cancel order flows directly from the UI using “Actions and Recommendations.”

Utilize Salesforce’s robust Reports and Dashboards feature for in-depth analytics and data-driven decision-making.

Salesforce offers a sample package fulfillment containing processes, flows, and Apex classes for implementing order fulfillment workflows with SOM.

    • Low order volume: One fulfillment location with low order volume
    • High order volume: One fulfillment location with high order volume
    • Low volume with multiple locations: Multiple fulfillment locations with low order volume

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Progressing with the Salesforce Order Management System

The OMS implementation guide offers comprehensive steps and best practices. It covers PLC courses in detail, providing valuable insights for B2C commerce.

The Salesforce OMS, while relatively new, offers immense potential. Leveraging the strength of the Salesforce platform, it brings trust, scalability, flexibility, and robust reporting capabilities, saving integration costs and maintenance for other Salesforce clouds.

Furthermore, Salesforce provides sample flows, eliminating the need for implementation partners to start from scratch and providing a solid foundation for further configurations and customizations.

Also, read 6 Best Shopify Order Management System In 2023

Now that we’ve made progress with the Salesforce Order Management System, let’s delve into how Saufter.io can further elevate your order-tracking capabilities.

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Use Saufter.io for Automated Order Tracking

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If you’re in search of automated order tracking software, consider using Helplama Helpdesk, now known as Saufter.io. It provides round-the-clock order tracking and offers a platform for resolving customer queries and issues.

Key Features

    1. Automated order monitoring: Keeps you informed of order status and alerts you to potential problems.
    2. Automated self-service: Empowers customers to manage their own orders, which can save time and improve customer satisfaction.
    3. View Full Order History: Access your customers’ complete order history for personalized customer service.

And more…

On top of that, claim your 6 months of free credits and use the code at any time within the next 6 months.

Final Words

In conclusion, the Salesforce Order Management System offers a world of possibilities for streamlining your order processing, enhancing customer satisfaction, and driving business growth.

As you embark on this journey to harness its power, don’t forget to explore Saufter.io (formerly known as Helplama Helpdesk). With its automated order tracking and customer service solutions, Saufter.io can be the perfect companion on your path to operational excellence.

Plus, take advantage of their 15-day free trial to experience its benefits firsthand. Here’s to smoother order management and happier customers!

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