Dynamic Revenue Orchestration with Order Management

DRO provides two services, decomposition, which is optional, and orchestration, which is necessary. Decomposition splits SKUs that contain both physical and digital purchases, such as a phone bundle that contains a phone, charger, anti-virus, and warranty. Orchestration handles the fulfillment of the components of the order, while Order Management handles the physical products.

If you’ve set up a decomposition plan, use the isDecomposable flag to tell the system which items require orchestration.

• Items with isDecomposable = true: If an item isn’t shipped, it requires orchestration, which DRO handles.
• Items with isDecomposable = false: If an item is shipped, it’s fulfilled through Order Management’s standard fulfillment processing.

A CSR can change in-progress, or in-flight, orders. The integration supports these in-flight modifications:

• Cancellations: Freeze the DRO fulfillment plan, cancel unfulfilled digital line items, reconcile the plan, and unfreeze it to continue processing remaining items.
• Returns: Process returns of physical items through Order Management while keeping the DRO fulfillment plan intact for digital services.
• Plan reconciliation: After in-flight changes, automatically reconcile the fulfillment plan by removing previous fulfillment order line items and creating updated ones.

The freeze and cancel steps are separate by design to avoid timeouts and give you flexibility in how to combine them into your business processes.

DRO and Order Management use several mechanisms to keep both systems synchronized:

• DRO triggers Order Management routing: DRO can initiate routing for physical items by creating an OrderSummaryRoutingSchedule record through an AutoTask step in the orchestration plan.
• Order Management signals fulfillment completion: When a physical item is fulfilled, Order Management publishes a FulfillmentSourceChangeEvent that signals DRO. This event resumes any pause steps in the plan that need physical fulfillment before proceeding with digital provisioning.
• Fulfillment order status management: For digital order item summaries, DRO manages fulfillment order status transitions.

When an expression set evaluates context data, it considers only the order item summaries that are directly related to the given step. The expression set establishes this relationship through the FulfillmentStepSource junction record rather than by scanning every order item summary on the order.

The factors determine which order item summaries are linked to a step are:

• The scope defined in the step definition
• The product fulfillment scenario configuration

Dynamic Revenue Orchestrator creates these FulfillmentStepSource associations during the plan composition stage, when you submit the order summary. If your context definition doesn't return the expected order item summary data, check these associations before you assume that there's a mapping issue.