Managing order fallout

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Managing order fallout

    Order fallout refers to failures during order fulfillment caused by errors and exceptions such as incorrect data, connectivity issues, inadequate inventory, or other unforeseen problems. These issues may originate within internal systems or from integrated external systems. A single order task can encounter multiple fallout types, including fulfillment system errors, timeouts, connection failures, and unavailable inventory in the ERP system.

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    Fallout Management functions

    Fallout Management enables ServiceNow customers to identify orders in a failed state and manage the entire fallout lifecycle. It automatically triggers fallout tasks and routes them to appropriate teams to investigate, diagnose, and resolve issues that block order fulfillment. This process helps ensure orders can be processed to completion efficiently.

    Fallout Management tools

    • Order fallout tracking: Assigns unique identifiers to each fallout instance, allowing tracking from inception through resolution. Managers can monitor all open fallout records using an Order Fallout dashboard.
    • Fallout resolution: Leverages ServiceNow AI Platform features such as routing, notifications, and Workflow Studio to automate the processing of order exceptions. This reduces manual intervention and accelerates resolution.

    For example, if inventory is insufficient in the ERP system, a fallout record is created to place the order line on hold. An agent can then investigate the cause, take corrective actions such as contacting the customer or reordering stock, and restore the order line to normal status once resolved.

    Creating and reviewing fallout records

    Providers can create both manual and automated fallout records for specific order tasks to maintain order processing continuity. Reviewing fallout records ensures accuracy and completeness of information to support effective resolution.

    Benefits for ServiceNow customers

    Implementing Fallout Management reduces manual analysis and resolution efforts, shortens order fulfillment times, and improves customer and employee experience by streamlining the handling of order issues.

    Learn how Fallout Management enables you to identify, investigate, and resolve order issues so that orders can be processed to completion.

    Overview

    Order fallout refers to the failures that occur due to errors and exceptions that may take place during order fulfillment. These exceptions include the following:
    • Incorrect data
    • Connectivity problems
    • Inadequate inventory supply
    • Other unforeseen issues
    Some issues could originate in inbound and outbound external systems that integrate with Order Management. A single order task can have multiple types of fallout issues.

    The following table provides examples of fallout errors and exceptions that can occur during order processing:

    Table 1. Fallout errors and exceptions
    Type of failure Description
    Failures in downstream fulfillment systems Fulfillment system can't process the request due to incorrect or missing data.
    Failure to complete system interaction in a timely manner Timeouts that occur during system interactions.
    Failure in connection
    • Network connectivity issue.
    • Unable to locate or route a request to a target system.
    Unavailable inventory Inventory stock isn't available in the Enterprise Resource Planning (ERP system) to fulfill certain items on the order.

    Fallout Management functions

    With Fallout Management, you can track each order fallout and automatically trigger the actions and interventions that can resolve your order fallout in a timely manner. The following diagram shows the order fallout management flow.

    Figure 1. Order Fallout Management flow
    Infographic displaying the order fallout management flow. For the image description, refer to the text that follows.

    Fallout Management enables you to identify the orders in a failed state. Fallout tasks can be triggered and automatically routed to the appropriate team to investigate, diagnose, and resolve the underlying issue that is stopping order fulfillment. With Fallout Management, you can identify, route, assign, manage, and monitor the entire life cycle of an order fallout.

    Fallout Management tools

    The Fallout Management function includes the following tools:
    Order fallout tracking

    With this tool, you can assign a unique number to each order fallout to track the progress of the fallout, from inception through resolution. By using an Order Fallout dashboard, a designated order fallout manager can view the status of all open fallout records. To learn more, see Review a fallout record.

    Fallout resolution
    With this tool, you can use the ServiceNow AI Platform features such as routing, notifications, and Workflow Studio to process order fulfillment exceptions in an automated manner. To learn more, see Create automated and manual fallout records.
    For example, your customer orders a router, but insufficient inventory quantities are available in your ERP system to reserve the item and fulfill the order.
    • You create a fallout record for tracking and investigative purposes. This record places the customer order line item on hold.
    • An order fulfillment agent can follow up to determine what is causing the shortage. It can be due to the unavailability of the host ERP system or because of an actual stock outage for the ordered item. If it's due to a stock outage, someone can take remedial action to contact the customer, reorder the item, or find a suitable replacement.

    After you resolve the issue, you can restore the customer order line item back to a normal state for completion of the order.

    Without a fallout management process, your order fulfillment personnel would have to analyze and resolve these fallout issues manually. These additional tasks would result in a longer fulfillment process and could lead to poor customer and employee experiences.