Improve Your Customer Support with a Sales Order Management System for Customer Support

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foreign Goodhue I am a senior technical consultant at Glide fast Consulting this video is an overview of the application order management for customer service management this is a store application it is licensable you do have to have subscription for it it was debuted in San Diego the servicenow has been upgrading it or enhancing it in the version since then it does replace an older plug-in that service now had that older plug-in is deprecated as of uh the Utah release the old plug-in is called customer service management for orders it's less flexible and service now created the new application which is uh which is much better much improved upon for this so if you're starting out not a big deal you're going to start out with order management for customer service management anyways if you're on the old one and obviously you'll want to move over so as we said it's it's deprecated and servicenow doesn't support it or even allow you to turn on that plug-in anymore so what is order management for customer service management this is an application that allows you to create and manage your product catalogs as well as your product offerings and things associated product offerings like price lists and characteristics and things like that it's Chief thing is it allows you to capture track and fulfill product orders so you heard the word product a lot in there but it's not limited to products right you can it works just fine for services you can mix and match between all that stuff this application is configurable extendable and data driven this uh demo here is going to be done on the Utah release and we're going to start out with the portal and show what it looks like for a customer to come in and order an item and be able to look up their existing orders so we have here we're on the customer service portal and I've logged in as Alex Starr and when you activate the application you will see up here that it will add this order header and underneath there is the create new and view orders so when you turn on the store application here it's going to put this on both portals right so it'll put it on the customer as well as the consumer the neat thing about it is it is dynamic and is aware of whether you're an account or a consumer and we'll update this widget appropriately so because we're on the customer side it knows the account that Alex is associated to and brings in the account for the sort of the contact if he was Associated different accounts you would be able to see like here you can use Associated to the emea one you can you can change it here if you wanted to so if this was on the consumer side it would detect that you wouldn't see the account and contact Fields it would just start with the description section so now we are able to then come in here and add in our product offerings by clicking that add buttons and we get a list of all the product offerings out here so these are all the different product offerings that are active in the system today but it is actually I should say it's a subset of all of them that are active so there are different types of product offerings they're simple there's configurable and there is bundle the out of the box the portal only shows simple and simple as described as anything where it doesn't need configuration and or is not a bundle so what I mean by that is uh when I click the wireless mouse it is just the wireless mouse something that's configurable would be I click the product and I have to pick a choose a size or a color or things like that and then a bundle is that right you know let's say I was buying a a laptop with a docking station and uh that's my button and a monitor that becomes my bundle so out of the box this doesn't support the bundles or the configuration on the portal side the workspace side of it does support all that out of the box so that does mean that if you want to support those types of things on the portal side you're going to need to do some configuration to uh to make that happen so let's walk through a demo here real quick let's say Alex here he wants to subscribe to the Solana meeting movie streaming subscription as you saw here right we've got the product offering it comes up with a recurring pricing method and we have this thing called commitment term that we have to figure out uh is this monthly or an annual subscription so let's say we want to do annual on this and the pricing method in the commitment term are things that are associated to the product offering and the back end so when you create a product offering you have to fill all this stuff out with it we're not going to cover that kind of stuff in this demo here and we're just going to click on ADD here and you will see that it is allowing us to or it shows that what we've brought in here so now that we've got it here we can remove it we can edit it let's say we wanted it we didn't really mean annual we meant monthly we can click on that and it'll bring the dialog box back up here and we can then change it to monthly real quick and click save if we wanted other items on here whether there's services or products we can click add we can add a bunch on here as much as we want then we've got to fill out our shipping and billing information it's not mandatory as you can tell but it's probably a good idea to fill out it doesn't bring over the information from the account automatically even though we do have a default address on the account so we're going to fill in this here and and we're going to pick billing address and is wrong here we go Evergreen Terrace there we go okay so now we've got our address in there we're going to click submit we got our order number up there and it is going to load up all the existing orders here in a second there we go it is the same as coming in to orders and clicking on view orders that's this page right here so we can dismiss this dialog box so here's all the orders that are associated to the Star Tech account and Alex can see them all right so Bob's been busy ordering stuff and it looks like Alex as well we can here's the order that we just placed we can actually open that back up and this is what it looks like so we've got some basic information of when it was created updated its current status when we ordered it and you know our total price that we're paying today and we can correspond back and forth with the agents on the back side through the comments on here we have line items so this is the stuff we ordered so if we had multiple things products or Services we ordered they'd all show up here order information is you know the billing and shipping addresses and then pricing adjustments are things that are associated to the order line items and this would show all pricing adjustments for all line items here and you can see that how they're Associated the product offering so we'll get into what a pricing adjustment here is in a second so if we go to the line item we can then click on the line item and open it up so we can see the offering here's the model that it's Associated to there is a monthly recurring price the forty five dollars we ordered to one here are those price adjustments so we have an activation fee of ten dollars and a setup fee of 20 so that's why our total price today is 75 and then it re-summerizes the shipping details on here so and this is where the the pricing adjustments come in so if we had to charge extra for something else on here for this we can you can also do it so that it's a discount off all right so that concludes this portion here so we're going to go into the instance and bring up the workspace and we'll show what it looks like from that side for an agent so here we are within the configurable workspace and if we were taking calls and we needed to look up an order we can do that off the order list here so out of the box for if I were you know normally you would take a you'd be filling out a case or even an interaction so on the out of the box it's not configured to show you any orders this is this is something you'd have to configure an add-on to the case which is not a big deal and there's also not any actions to say hey I'm filling this out it's really an order so let me go create an order from that case so those actions don't exist there you'd have to come in this way so if I wanted to see the existing orders so we can pull up the order that we just looked at that or Alex submitted and we can start walking through some details real quick so here's all the the basic information about the order itself you know we've got the account and the contact that it's a it's for and we've got the short description here's the price list that was used for this so with Priceless you can set them up with start and end dates if you want so that you can say you have a sale and you want to start on a specific date and time and end on a specifically date and time that's what you do you and when you're using the portal it will auto detect the look at all the price lists and go hey this is the one that I should be using based on start and end dates and it uses that One automatically and applies it here if you're inside here with the customer or as an agent and you're filling this out for the customer you the agent has to pick the price list for it and fill this out so we'll show that here in a second so we've got all the information like we showed here we go to the line items and we can see the item that we ordered and there's those price adjustments that we saw earlier for the one-time charges for setup and activation if we go into the line item we can bring that up and it will give us more details and there we go so there's our subscription that's where the price list is really Associated we can see the commitment term of monthly and again that commitment term is tied to the offering so if I had an offering that didn't have a commitment right if it was just like buying mice you wouldn't see the commitment term here you can see our total prices on this and now that we've got that all set we go into details for the order itself the agent would review everything make sure it looks good and then they click confirm order and this allows it to go on its way so out of the box there's no workflows or flows Associated to this to you know to advance this so out of the box this is designed to go to a customer service agent who's going to double check everything and once all set they click confirm you can easily create workflows or flows whatever your organization is using to automate and skip that step where appropriate so we're going to go ahead and confirm that order and send it on its merry way and order has been submitted so if we had a flow or workflow in the backhand here which go off start creating those tasks to go ahead and fulfill our service here so what you won't see is on the order itself you won't see those tasks that's because they are associated to the order line items because the different items you're ordering may have different tasks and if we had the flow you would go into the order tasks here and you would be able to see tasks right we can even create some manual ones on around if we want to so all right so that's what the existing order looks like and then we can come in and close that out so if we had to create a new one from scratch click on new and we get to here it's going to pick account or consumer we have to fill out what is what so we're going to pick up there see consumer went away so we can pick our accounts it does filter or sorry context it does filter the contacts based on the account so we're going to say hey Bob's calling us we're going to fill that out we have to at this point we're going to fill out other information but maybe we're not ready for that yet so the minimum is really just an order date so but we can't add anything to order we need to click save first and then we get our line items and we're able to come in here click on new and there we go so now we can pick our product offering and let's say we want we're going to use a configurable item this time or an offering we're going to pick this dishwasher okay and I'm going to give it a second and now it doesn't it doesn't right away it doesn't give us the opportunity to figure out well you know how do I know that that's a configurable item we have to come in and click on the price list and we set that we click save and it will give us a button up here to say configure so then we come in and we go see because your product model is nothing in here so we got to come in and we go okay product model and this dishwasher we would say hey it's it's a we want the black stainless and we want the Standard 24 inch width so the when you set up your price lists and stuff you can set them up so that they have different prices you can have a base price for your product model and then from there you have uh the different prices based on your configuration and it would uh update ingly over here so then you click update configuration and it's now going to select the specific product model that we need here and update all the pricing in here so if we were to update the order quantity say two click through we give it a moment and see how the one-time price changed here still this unit price but you know our total price hasn't changed we have to click the reprice and it will save it and reprice that for the total price that comes in handy if you had any price adjustments that were on there based on your order quantity because maybe you need to have charges for each item or maybe you need to have one charge for everything no matter how many you ordered so anyways that's why you do the reprice so and then for the order you can then pick out your shipping location if you need to and it picks the locations that are associated to the account in this case because we picked an account and it will pre-populate all that information so we can do this so if we want to take this specific item here and ship it to that location we can set that up we'll hit save here's those order characteristics that we talked about earlier that we showed where we picked the color and the size they'll show up here so you know specifically what you've got instead of just looking directly at the product model right even though all that detail is in the name of it you can see specifically what you've got coming all right so then we close out the Align item we've got the details and give this a name here 's our dishwasher we can we've got our contact for the account we can do a different contact for the pricing and things like that if we needed to we can change our shipping location if we want to for the whole order we could set a billing location on here if we need to let's say we want to send this to San Jose instead and it will fill it all in so now that we've got it all set we can then hit confirm order and it's the same thing right if we had it's submitted so if we had any any flows or workflows on the back end those things would kick off and start creating the tasks off of the wine item so all right so that that uh that concludes our quick overview of the application order management for customer service management thank you for tuning in [Music] foreign [Music]