Sales order management system for Technical Support

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[Music] hey everyone it's justin thanks for watching in this video i'm going to talk about customer service order management this is a new capability it came out in san diego i haven't covered it here on the channel yet but in may 2022 they've updated it and they've added a new priceless capability with order management so quickly iterating through these new applications servicenow is let's take a look at what it is first so basically order management is a new data model has some workflows associated with it over in flow designer that allows you to process orders so the basic structure is you're going to have an order you're going to have order line items these are the actual products or services that people are buying and then you'll have order tasks that may or may not be automatically generated in order for those to be fulfilled so let's take a look at what an order itself looks like here's my order details and the top i've just got basic information you'd expect what type of order it is am i adding or changing something who's the contact what account is it on and what the states we've got some nice state management going on with these orders right think of all the reporting possibilities um after i do that order i've got address stuff and we can you know log whether that's the same as a billing and shipping address i've got some pricing information and this is the new feature that came out in may is this ability to have multiple price lists instead of a single price associated with a product i'll get to that in a second here and then the last i've got some other details expected start expected and actual start actual end and some notes coming in from there let's take a look at that pricing as it relates to the order line items so here i've got a microwave dishwasher and a slide in range that bob is looking to purchase and the price that's going to come in for those is going to be associated with this kitchen appliance price list if we actually go look at that price list it's just going to be some small details about when the price loss is effective the start date and end date and it's going to have all the products that are part of that price list with their price so you can see here that microwave is set to 250 dollars the slide in range 700 in the dishwasher around 500 so when someone goes and adds a line item to the order it's going to pull in the appropriate price and then you can see just above my head there that total price there so 256 dollars per mark for microwave times 100 or 10 maybe it gives me 25 600 for those microwaves so um i actually made my own price list for this demo um i made my own list too because price lists weren't part of the workspace so i had to go ahead and add that there and i did mine for memorial day so i said hey am i gonna have memorial day memorial day is really close and that's typically when uh appliances at least go on sale here in the united states and i set my microwave to 199 instead of the 256 dollars you saw on the previous screen so if we were to follow this all the way through and i was to go and create an order uh for this microwave using the new memorial day sale pricing i'll just start a new order so you're gonna see what a new order screen looks like looks just like the regular screen but no details filled in on it and i'm not gonna fill out a lot of things i'm just going to put a demo order on here and i want to do the one thing is associate the price list that i created for memorial day so i'll just search for memorial day and i've got my memorial day sale there i'm going to click save and i put in enough um i haven't put it in enough let's actually choose an account and i think it's called star tech yep is my demo account there so we'll just save it again and that should let me go start adding line items to this particular order in order to start building and creating the order now it defaults to a draft state when you first save it and then you can in theory go ahead and kind of build these while i'm building this in front of you you should also know that we can connect to an api we can do punch out with other systems so that you can automatically integrate some ordering uh with this new uh offering and servicenow here's my microwaves from that price list it's not got there yet but i'm going to order 10 of these and i'm going to do the unit of measure is going to be each for those we're not going to sell boxes of microwaves or pallets of microwaves and i'm not going to i'm going to leave everything else blank i'm just going to point out notice the price list here is showing the memorial day sale that came from the order and there's no pricing yet in the system right because i had a bunch of details up there i could fill out and change the way that this price would be calculated but as soon as i hit save it will go ahead and save that order and or order line item and calculate that price so remember it was 199 and i got 10 of them so i should be looking around nineteen hundred dollars you can see there total price one nine nine zero uh for those ten microwaves based on the new memorial day pricing so the priceless feature is the new thing with um with the mave release may 2022 release i was also curious i went poking around in flow designer and saw that it did come with some out of the box flows uh with these plugins specifically the one i think that is going to be relevant to what we were just doing is this order management order line task creation flow now notice it's in draft so by default it's not enabled or turned on and essentially what it's doing if you enable it is when the order is created or updated it's going to loop through all the order line items and create a task associated with it for somebody to go do something in theory to go order it so that's that's actually what's showing there on that piece um there's probably a lot more to come on this particular application i think we're just seeing the beginnings of order management we didn't have this capability before as i said at the beginning it's an entire data model that's built uh on the foundation of csm so you can apply it to all the different industry specific data models where people might be ordering stuff b2b or business to business b2c business to consumer et cetera etc i hope you found this video helpful if you did please like please subscribe or share with somebody you think might be interested until next time i'll see you on the next one [Music] you