--- schema_version: "1" id: 409320f314fe14305298a108f22d08b827e5cb1ccf021e224ed9eba6ff64c853 title: AI Agent Use Cases for Order Management collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_steelthread_overview.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_overview.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0c3eb9a92559911783b04bcc28ce52383522b48e18a852879f22a23f9550d639 description: Use an AI agent to set up Order Management and complete common Order Management tasks conversationally, such as finding and canceling order items. products: - Commerce - Salesforce Order Management release: "264" --- # AI Agent Use Cases for Order Management Use an AI agent to set up Order Management and complete common Order Management tasks conversationally, such as finding and canceling order items. Instead of navigating the Order Management console, service agents, operations managers, and admins can describe what they want in natural language. The AI agent reads and updates order, inventory, delivery, and routing data, but confirms each change before it acts. It also explains constraints and reports blockers with next steps. ## Connect an AI Client to the Headless 360 MCP Server (Beta) You can use any AI client that connects to the Headless 360 MCP Server (Beta), such as Claude Code, Cursor, Agentforce Vibes, or Slack for orgs that have it. The functionality comes from the Order Management APIs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-om_order_management-264-0-0-production-enus/4c4844e3-a194-4a65-95b7-17291a6dbefa/images/icon_note.png) Note The Headless 360 MCP Server is a beta service. Use of this beta service is at the Customer's sole discretion. If the Customer has signed a written Unified Pilot Agreement, the service is subject to that agreement. Otherwise, the service is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/). Applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/) also apply. 1. **Set up your org** for the Salesforce Hosted MCP Servers, including an External Client App with the `mcp_api` and `refresh_token` scopes. See [Set Up Your Org](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/setup-overview.html). 2. **Activate the server.** See [Headless 360 MCP Server (Beta)](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/headless-360-mcp.html). 3. **Connect the client to your org.** See [Connecting an MCP Client](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/client-connection-overview.html). Never paste credentials into a prompt. Authenticate the client to your org instead. Each use case names the permission set for the connected user. See [Order Management Users and Permissions](https://help.salesforce.com/s/articleView?id=commerce.om_impl_users.htm&release=264.0.0&type=5 "To access Order Management features, users need the System Administrator profile or either the Standard Platform User profile or the Identity User profile along with the Salesforce Order Management feature permission set license. Users also require access to the Order Management console app and to any customizations that you implement. Order Management includes some persona-based permission sets that you can use as is or clone and customize."). ## Billing Considerations For the current billing guidance, see [Understand AIforce Impact](https://help.salesforce.com/s/articleView?id=005360285&type=1&language=en_US). ## Use Cases Each use case describes a common goal, walks through a scenario, and shows how to accomplish it with an AI client. - **[Set Up Order Management with AI Tools](https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_initial_setup.htm&release=264.0.0&type=5)** Streamline Order Management setup through a guided conversation with an AI client. The agent turns on Order Management, configures sharing and the Order Summary page, and can connect a B2C Commerce storefront. - **[Find and Cancel Order Items with AI Tools](https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_cancel_items.htm&release=264.0.0&type=5)** Look up an order by order number and cancel every eligible item in a single conversation. A service agent describes the goal in natural language. The AI client checks eligibility, submits the cancellation, and confirms the result without opening the Order Management console. - **[Estimate Delivery Dates with AI Tools](https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_delivery_estimation.htm&release=264.0.0&type=5)** Prepare your delivery estimation configuration and quote delivery promises to customers in one conversation. With headless Order Management, the AI client reads and updates your estimation setup and returns a delivery date. - **[Look Up and Adjust Inventory with AI Tools](https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_inventory_adjustment.htm&release=264.0.0&type=5)** Check real-time Omnichannel Inventory availability for a stock keeping unit (SKU) and correct quantities in one conversation. With headless Order Management, the AI client reads the group rollup and per-location breakdown, applies your change, and rereads availability to confirm the result. - **[Explain Order Routing Decisions with AI Tools](https://help.salesforce.com/s/articleView?id=commerce.om_steelthread_routing_explainer.htm&release=264.0.0&type=5)** Ask why an order was routed to a specific location, and why it split, without reading logs or filing a ticket. With headless Order Management, the AI client reads the recorded routing explanation and returns the winning rule, the competing scores, and a per-shipment reason. #### See Also - [Headless 360 MCP Server (Beta)](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/headless-360-mcp.html) - [Salesforce Hosted MCP Servers](https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide) - [Get Started with Agentforce Vibes](https://developer.salesforce.com/docs/platform/agentforcevibes/guide/afv-get-started.html)