Configuring Order Management

Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.

• Install Order Management
  You can install the Order Management application (sn_ind_tmt_orm) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not already installed.

• Configure order enrichment flows using Decision Tables
  Associate enrichment subflows with the product or service specifications by using the Order Enrichment Flow Policy in Decision Tables.

• Configure the customer order task policy using Decision Tables
  Define conditions for automatic generation of order header tasks and top order line item tasks by adding rows to the Customer Order Task Policy in Decision Tables.

• Configure product order fulfillment policy using Decision Tables
  Associate fulfillment subflows with the product specifications by using the Product Order Fulfillment Policy in Decision Tables for move order.

• Configure service order fulfillment policy using Decision Tables
  Associate fulfillment subflows with the service specifications by using the Service Order Fulfillment Policy in Decision Tables for move order.

• Configure resource order fulfillment policy using Decision Tables
  Associate fulfillment subflows with the resource specifications by using the Resource Order Fulfillment Policy in Decision Tables for move order.

• Configure order fulfillment
  Order fulfillment is the process for fulfilling customer orders by using Workflow Studio.

• Configuring Fallout Management
  As a provider, you can use Fallout Management to identify, investigate, and resolve order processing issues so that orders can continue processing through to completion.

• Configuring compatibility rules for horizontal relationships
  As a provider, you can use compatibility rules to establish horizontal relationships between the specifications of multiple products, services, or resources.

• Asynchronous order processing for large customer and consumer orders
  Asynchronous order processing handles high-volume enterprise and consumer orders without waiting for immediate processing, improving system performance for communications service providers (CSP) using Order Management.

• Customize an order summarization skill in ServiceNow Otto for Order Management
  Configure the ServiceNow Otto for Order Management application so that your order agent and fulfillment agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.

Parent Topic:Configuring Sales Customer Relationship Management applications

Related topics

Order management