Order Operations Case Management
Summarize
Summary of Order Operations Case Management
The Order Operations Case Management application enables customer service agents to manage and resolve support cases related to multiple customer orders or specific products within orders. Agents can create order cases that include multiple order lines as case line items, allowing them to track and resolve individual issues within a single case independently before closing it. This application supports handling various order-related issues such as change requests, expedited shipping, and dispute resolution.
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Key Features
- Create and manage order cases: Agents can create new order cases from orders, order lines, or interaction records, and add or remove orders or order lines as case line items.
- Detailed case line management: Edit case line items, review requested changes, and create tasks assigned to agents or team members for each case line.
- Flexible case handling: Resolve individual case line items independently before resolving the overall order case.
- Order-related service selection: Agents select specific order-related services such as Sales Order Change Request or Sales Order Dispute when creating cases.
- Integration with ServiceNow UI: Includes list views for CSM Configurable Workspace and Core UI for efficient case management.
Practical Use Cases
Order cases help address common order issues including:
- Changes in item quantity or delivery dates
- Updates to shipping addresses
- Price discrepancies
- Incorrect item deliveries
- Cancellation of specific order lines
Each issue is documented and coordinated through order cases to ensure timely and accurate resolution.
Process for Creating an Order Case
- Agents initiate order cases via multiple entry points such as directly from orders, order lines, or interaction records.
- After selecting the appropriate order-related service, agents complete an intake form capturing account, order scope, order number, and a brief description.
- Order cases are saved in a Draft state for further editing, including adding or removing case line items and creating tasks.
- Submitting the case moves it to the New state, enabling active resolution workflows and task assignments.
Benefits for ServiceNow Customers
This application streamlines the handling of complex order-related issues by providing a structured case management approach that improves agent efficiency and customer satisfaction. ServiceNow customers can expect enhanced visibility into order problems, better coordination among teams, and faster resolution times by managing multiple related issues within a single case framework.
The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order.
The Order Operations Case Management application includes the Orders case type. This case type provides the ability to reference multiple orders or order lines as case line items on an order case record. By using case line items, agents can track multiple issues for the same order case and resolve the issues in each case line item independently before resolving and closing the order case.
- Create new order cases and add the requested orders or order lines to the case as case line items.
- Add or remove orders or order lines from existing order cases.
- Edit existing case line items or create new case line items for order cases.
- Review the changes that have been requested on case line items.
- Create tasks for case line items and assign them to other agents or team members.
- Manage and track the requests and the actions taken to fulfill orders.
- Resolve the individual case line items before resolving the case.
Benefits of using order cases
Businesses can encounter order issues for many reasons such as inventory discrepancies, payment processing problems, or shipping and delivery errors. Order issues can also result from customer input mistakes or changes in customer needs, such as faster shipping or quantity changes. The following table provides some examples of these issues and the resulting order cases.
| Reason | Request/Issue | Order case example |
|---|---|---|
| Change in quantity | A customer wants to increase or decrease the quantity of an item in their order. | An order case is created to document the request and confirm stock availability. |
| Change in delivery date | A customer requests to change the delivery date for their order. | An order case is created to coordinate with logistics and confirm the new delivery schedule. |
| Change in address | A customer needs to update the shipping address after placing the order. | An order case is created to ensure the change is processed before shipping. |
| Price discrepancy | A customer notices that the price charged differs from the agreed price. | An order case is created to investigate and correct the billing. |
| Incorrect item ordered | A customer received the wrong product. | An order case is created to initiate the return process and ensure the correct item is sent. |
| Cancellation of order lines | A customer wants to cancel specific items in their order. | An order case is created to confirm which items can be canceled and update the order accordingly. |
Overview of creating an order case
The following table provides an overview of the process for creating an order case. For detailed steps, see Create an order case.
| Step | Description |
|---|---|
| Creating an order case | An agent can create an order case in the following ways:
|
| Selecting a service | After initiating an order case, the agent selects an order-related service from the case type selector modal. This modal displays the services that are available for order cases, such as Sales Order Change Request or Sales Order Dispute. |
| Filling in details on the Create New Order Case intake form | Selecting Create case from the case type selector modal displays the intake form where the agent can enter the following order case details:
Depending on where the agent creates the order case from, some of these fields are auto filled. |
| Viewing the order case record | Selecting Save on the intake form creates the Order case record in Draft state. From this record, agents can:
|
| Submitting the order case record | Selecting Submit on the Order case record moves the order case and the order case line items to the New state. Once in the New state, agents can begin working to resolve the order case. This includes creating tasks for order case line items, assigning them to other agents or team members, and monitoring case progress. |
Order Operations Case Management plugin
Order Operations Case Management (com.sn_order_case) is a case management application for handling support requests on orders or order lines. This application enables customers to process order-related services such as inflight order changes, order inquiries, and order dispute requests. It provides an order case type that includes order line items that need changes, workflows, and agent and customer experiences.
- In CSM Configurable Workspace, expand the Order Cases list category in the Lists tab.
- In Core UI, navigate to .
The Order Operations Case Management application also includes tables, roles, service definitions and other components. For more information, see Components installed with Order Operations Case Management.
The Order Operations Case Management application is available from the ServiceNow Store.
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