Use Order Management with Service Cloud to give service agents a single view of order and
service history to ensure timely processing of requests.
Required Editions
Order Management is integrated with both B2C Commerce and B2B Commerce and it natively supports
Service Cloud. Because order data is shared across all these apps, service agents don’t have to
search for information across multiple external systems.
When a customer contacts a service agent, the agent can locate the customer’s account and all
associated order summaries in the Service Console, without switching to the Order Management
Console.
From the order summary, the service agent can perform the following actions.
- View customer data, including order and case history.
- Process cancellations, reshipments, discounts, exchanges, and returns using automated
service workflows.
- Create a case and associate it with the related order summary.
The agent’s action on the order is captured in the case history and the order history.
