0
2.1.0
Yokohama, Xanadu
The Case Management for Order Operations application enables businesses such as manufacturers to track and process order-related requests such as inflight order changes, order inquiries, and other requests such as order disputes. This application includes a dedicated order case type, along with order case lines, workflows, agent and customer experiences. An order case captures details of the order and order lines for which the customer is requesting the changes or disputing, along with the dispute codes or change reason codes. It tracks all of the tasks that must be performed for each item on the case to fulfill the customer's request and captures the final resolution for each case line item.
Dedicated data model for order related cases
- Includes a new case type, sn_order_case, extending sn_customerservice_case that includes case lines. Case lines store the orders or order lines for which the issue is being raised.
- Also includes the sn_case_line_characteristic table that stores the characteristics for each order case line.
- Includes case line tasks.
Process Orchestration
- New Primitives mappings and configurations to copy order or order line information on the order case lines
- UI actions specific to the Order Case.
- State flows for Order case and Order case line.
- State flow sync from Order case to Order Case line
- Notifications and emails
- SLAs
Agent Experience
- New navigation menu items on CSM/FSM Configurable Workspace to access order cases in various states.
- New page variant for agents to be able to view cases with case lines and work through the cases.
- New actions on the Sales order page to create a case for an order or specific order lines.
- Includes case management features such as case escalation, special handling notes, recommended actions, and AI search.
- Now Assist features such as case summarization, case resolution notes, and Write with Now Assist.
Roles and Permission
- New persona roles and granular roles to access order cases and related records.
This version contains defect fixes only.
Required plugins and products
- Store app dependency
- Case lines and workflows (com.sn_case_line)
- Order Management (com.sn_ind_tmt_orm)