Order management

  • Release version: Australia
  • Updated December 4, 2025
  • 4 minutes to read

    • The Order Management application streamlines the order life cycle from capture to fulfillment. It automates decomposition, enrichment, and orchestration workflows, empowering users to accelerate delivery, reduce fallouts, and manage complex orders efficiently through a unified workspace and customer portal.

    Order Management overview

    Automate and streamline the complex process of capturing and fulfilling customer orders with Order Management, a central hub that connects sales, operations, and technical teams.
    • Order decomposition: Automatically break down a single, complex customer order into smaller, manageable tasks using predefine product catalogs and decomposition rules.
    • Pricing capabilities: Ensure accurate billing with dynamic price lists, pricing matrices, and adjustment features.
    • Order enrichment: Add necessary data to orders post-capture before they're decomposed.
    • Single source of truth: Establish a unified source for all order data, eliminating silos and ensuring real-time consistency for all stakeholders.
    • Jeopardy and fallout management: Proactively flag at risk orders and automate the handling of fulfillment errors to manage issues effectively.
    With Telecommunications Service Management (TSM) or Technology Provider Service Management (TPSM) subscriptions, you can use workflows that help you manage your industry-specific products and services.

    Order Management users

    Table 1. Users
    User Description
    Customer Accesses the Business Portal to browse catalogs, place and track orders, raise issues or request changes to orders, or work offline with agents to place orders or request services.
    Order agent Engages with customers and helps them place orders.
    Order fulfillment agent Monitors the fulfillment process and updates fulfillment tasks such as receiving, reviewing, and processing orders.
    Order manager Manages customer and service orders.
    Order approver Approves customer orders and ensures order accuracy.
    Order fulfillment manager Manages order fulfillment tasks, reviews and approves orders.
    Order fallout agent Investigates and diagnoses order fallout issues, eliminates order processing errors, and unblocks blocked orders.
    Order fallout manager Oversees order fallout agent and monitors fallout tasks to ensure that order fallouts are being addressed.
    Process admin Manages automated Order Management workflows such as order enrichment, order decomposition, jeopardy management, and so on.

    Order Management workflow

    The following illustration describes the tasks involved in configuring and using Order Management to manage the end-to-end order life cycle.

    Figure 1. Creating and fulfilling order with Order Management
    Infographic showing how process admins configure flows and orchestration logic for sales agents and managers who then capture and fulfill orders. For details, refer to the following description.
    1. Process admins create order enrichment flows, decomposition rules, order orchestration plans, and order fallout logic using Workflow Studio and decision tables. Optionally, they also install and configure Jeopardy Management.
    2. Order agent initiates the order life cycle by capturing an order in Order Management.
    3. The fulfillment agent captures additional technical information essential to fulfillment.
    4. The fulfillment manager reviews the order for accuracy and approves the order.
    5. The system creates domain orders (product, service, and resource orders) based on the specification relationships set in the product catalog and decomposition rules. If some of the information isn’t available when order decomposition starts, Order Management can stagger the decomposition to create certain orders using the information available at the time. Order tasks and work orders are created and assigned to the fulfillment based on the orchestration logic.
    6. Using the order timeline view and orchestration UI, the fulfillment manager monitors the order status, fallouts, and jeopardy scenarios.
    7. The fulfillment agents fulfill the order. This could involving installing products at customer sites or provisioning services.
    8. After all order tasks are complete and order is closed, the product inventory records are created, which can be used to cater to future customer requests like disconnecting, suspending, or resuming products or services. The system also creates contracts and entitlements against the sold products and services respectively.

    Order Management benefits

    Table 2. Order Management benefits
    Benefit Feature Users
    Create and implement enrichment flows that the system applies during order orchestration. Configure order enrichment flows using Decision Tables Process admin
    Configure jeopardy management rules to monitor fulfillment tasks ans alert managers when tasks are at risk. Configuring Jeopardy Management Fulfillment managers
    Detect errors or exceptions during order processing and take corrective actions to improve SLA compliance and expedite order processing. Managing order fallout Fallout agent
    Create and track orders via the workspace, or import orders from third-party systems. Methods of creating orders in Sales Customer Relationship Management Order agents
    Speed up fulfillment with orchestration workflows driven by an advanced product catalog using the order orchestration UI. Using the order orchestration UI Fulfillment agents, fulfillment managers
    Track orders, prioritize tasks, and allocate resources using Gantt charts to see order status and risks. View an order timeline Fulfillment agents, fulfillment managers
    Boost productivity and reduce manual tasks for changes to confirmed orders. Managing inflight order changes and cancellation requests Order agents, order managers
    Drive flexibility and efficiency of complex order orchestration by processing domain orders when the required information becomes available. Staggered decomposition Fulfillment agents
    Enable post-sale support and drive customer satisfaction by effectively managing customers requests for disconnecting, suspending, or resuming products or services. Managing post-fulfillment order changes Order agents

    What to explore next

    To learn more about configuring and using Order Management, see: