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Considerations for Changing In-Flight Orders
When you set up Dynamic Revenue Orchestrator (DRO) for in-flight order changes, it's important to understand exactly how DRO handles those changes.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions of Agentforce Revenue Management where Dynamic Revenue Orchestrator is enabled |
Amend and Cancel In-Flight Orders
Amend and Cancel are the types of changes that can be made to an in-flight order. A fulfillment designer can configure how a fulfillment step is compensated or rolled back when the step is amended or canceled because of an in-flight change to the order. These compensations and cancellations are defined by the Amend Step Group and Cancel Step Group, respectively, in the fulfillment step definition.
Compensation and Rollback Steps
When a fulfillment order is amended or canceled during in-flight operations, DRO activates the compensatory or rollback step group linked to the step up to which the plan has progressed. The steps in each group compensate for the steps that were amended or canceled in the initial plan.
- Amend Step Group
- A group of steps added to compensate for the step that gets amended because of an in-flight change.
- Cancel Step Group
- A group of steps added to roll back the step that gets canceled because of an in-flight change. Reverse the order of step group execution by enabling the Execute Cancel Step Groups In Reverse Order option on the Fulfillment Step Dependency Definition page.
The Amend and Cancel step groups are inserted into the fulfillment plan after the step that’s in a terminal state like Completed or Amended, and before the next step that’s in the Pending state.
When changing orders that are already processing an in-flight change, you must define a specific step group—either the Amend Step Group or the Cancel Step Group—to handle any subsequent changes that can be submitted.
Point of No Return
Define fulfillment steps as a Point of No Return (PONR). When an item in a product bundle reaches the PONR step, the items in the bundle can no longer be modified. However, items within the same order but outside the bundle remain eligible for amendment or cancellation.
Point of No Return Override
If a step reaches PONR and you want to make some changes to the order line, DRO allows you to override the PONR setting. Achieve this override by passing parameters to the Submit Sales Transaction invocable action, specifically by enabling the allowOverrideOfPointOfNoReturn parameter.
Fulfillment Plan States: Freezing and Frozen
Fulfillment plans in DRO progress through various states that control order fulfillment. The Freezing and Frozen states are significant for applying in-flight order changes.
- Freezing
- The plan is paused but one or more steps in the plan are in progress. You can’t submit in-flight change requests when the plan is in the Freezing state.
- Frozen
- All steps in the plan are completed or in the Pending state. To amend or cancel an in-flight order, the fulfillment plan must be in this state.
Forcefully Freeze Plan During Execution
To change an in-flight order, the order must be in the Frozen state. But an order containing in-progress steps can't be frozen until the order steps are completed. A fulfillment designer can configure DRO to call the Freeze Sales Transaction invocable action, which forcefully completes the steps and changes the plan status to Frozen.
Configure the Force Plan Freeze During Execution option to determine whether the plan can be forcefully changed to the Frozen state. If you use this option, you must specify how to complete the step before resuming the plan.
