Salesforce Docs Portal

Scenario 1: Capture a Standard Order

Walk through the baseline order capture flow, where a telesales rep captures a standard (direct) order for a customer account, adds a single line item, calculates pricing, and activates the order.

Required Editions

View supported editions

Before telesales reps can capture standard orders, complete these prerequisites:

  1. Start the order.
    1. From the App Launcher, open Service Console for Telesales, and open the customer account record.
    2. In the Action Launcher component, click New Order. The order opens in Draft status.
  2. Set the account and order specification.

    Select the account and the order specification (order type).

    • Market scoping: The rep and the selected account must belong to the same IOU. If they don't, the rep can't place the order for that account.
    • Orderer type validation: The system matches the account's AccountRole.AllowedOrdererType against the Allowed Orderer Types on the selected order specification. For a standard direct order, both must allow Direct. If they don't match, the system prevents the order from being saved.
    • Partner accounts and addresses: The bill-to, ship-to, and payer accounts are automatically populated, and the billing and shipping addresses are selected, based on the account's Account-Account Relationship (AAR) configurations.
  3. Add products from authorized listings.
    1. Go to the Products tab on the order entry grid.
    2. Review the qualified products in the Assortments view. The grid shows products qualified for the IOU (Product IOU Qualification) and authorized for the account through its store assortment or location assortment.
    3. If Is Closed Authorization List is enabled on the order product specification, the rep can select only products included in the active assortments.
    4. Find the product, enter the quantity, and add it to the cart.
  4. Calculate pricing.
    Click Calculate (or enable Instant Pricing). The Penny Perfect Pricing procedure prices the line item, returning the net unit price and line total.
  5. Review the cart line items.
    1. Open the Cart tab.
    2. Verify line-item attributes including selected product, ordered quantity, unit of measure (UOM), net unit price, and total line amount.
  6. Review the order header details, including account name, effective date, price book, and status (Draft).
  7. Click Release Order.
    The order status moves from Draft to Activated. After activation, the order becomes read-only.

The rep has captured, priced, and activated a standard direct order with a single line item for an account in their assigned IOU.