Order On Behalf Of for B2C Commerce

Feature Overview

Order on Behalf Of (OOBO) enables customer service representatives (CSR) to place orders for the customer directly. It integrates with various Salesforce products like Order Management, B2B Commerce, D2C, and B2C Commerce, simplifying the process for CSRs and improving customer service.

Order on Behalf Of is available for B2B and B2C Commerce with growth licenses. If you have a Connected Commerce license, you are able to implement Order on Behalf Of independently from Order Management. This is also available for customers who have a Connected Commerce license with D2C Commerce as well. For more information, please reach out to your Account Executive.

Implementation Considerations

Before we begin going through our setup steps, there are a couple things we should consider for Order on Behalf of from what functionalities are supported to limitations. 

Customers

• Order created using Order on Behalf Of workflow counts against your Salesforce Order Management order entitlements. For more information, please reach out to your Account Executive.
• Supports creation of orders from multiple sites.
• Order on Behalf Of flow supports single delivery groups and payment methods, and credit card payment only (flow can be customized to accept pay-by-link or client side payment) promotions/coupons in checkout.
  • Can customize other payment methods by enabling External Payment Mode.

Prerequisites

• Settings
  • Order Management (Setup | Feature Settings | Order Management)
  • B2C Integration
  • B2C Commerce Connection
• Order Settings
  • Enable Orders
  • Enable Enhanced Commerce Orders
  • Enable Optional Price Books for Orders (Setup | Feature Settings | Sales | Order Settings)
• APIs for B2C Commerce
  • Assign Order Management Operations Manager permission set to the Salesforce System Administrator user.
  • Associate Payment Gateway to your B2C Commerce Webstore using StoreIntegratedService object. 

Not Supported

• The following Product Types are not supported with Order on Behalf Of: Product Options/Bundles, Products with Add on Options & Warranties, and Bonus Products.
• Payment type promotions due to checkout being completed in core and payment type not determined after promotions are obtained from B2C Commerce.
• Multiple Payment Types.
• Multiple Delivery Groups.

Post Implementation

• Prepare customer service agents.
• Coordinate call center training.
• Create Reports to measure orders placed via call center agents vs regular orders.

Additional Resources:

• Salesforce Order Management Licenses and Allocations
• Preconfigured Permission Sets for Salesforce Order Management
• Users and Permissions Configuration for Order on Behalf Of
• Cart & Checkout API Enablement and Setup for B2C Commerce
• Place an Order on Behalf Of a Customer
• Order on Behalf Of for External Payments

Order On Behalf of Onboarding Guide

Follow along through these chapters to get guided support on how to implement Order on Behalf.

Chapter 1: Configure Permission Sets

For a user to access Order On Behalf Of features, they would require either the System Administrator or Identity User profile. Along with the profile, they will also require the Order on Behalf Of or Order Management permission sets.

To configure, please see the documentation: Users and Permission Configuration for Order on Behalf Of

Chapter 2: Configure a Delivery Method

For a user to select a delivery method while running the Order On Behalf Of flow, they would need to configure the delivery methods in the org that correspond to the shipping methods in their storefront.

To configure, please see the documentation: Configure a Delivery Method for Order on Behalf Of

Chapter 3: Create a WebStore Record

To use the OOBO flow to place an order with respect to a B2C storefront, you would need to create a webstore record. To create a webstore record you need the Order Management Operations Manager permission set. If the B2C store has multiple currencies enabled, then create a webstore record for each possible combination of currency and locale that can appear in your order data.

To configure, please see the documentation: Webstores for Order on Behalf Of

Chapter 4: Activate Flow Template and Add Flow Object to Page

The Order on Behalf Of (OOBO) flow allows customer service representatives (CSR) to create orders for customers using OOBO or Order Entry. To implement this flow, simply copy and activate the provided template, and customize it according to your business requirements.

To configure, please see the documentation: Order on Behalf of Flow Template and Add Flow to Page

Chapter 5: Adding Country and State Picklist

State and Territory picklist allows CSRs to select state and country codes from a dropdown menu instead of having to enter it manually into the address which could introduce errors.

To configure, please see the documentation: Country and State Picklist 

Chapter 6: Connect B2C Commerce Cloud and Salesforce OMS Org

For the OOBO flow to fetch the product and pricing data from B2C Commerce, you would need to setup an integration connection between B2C Commerce Cloud and the Salesforce OMS org.

To configure, please see the documentation: Connect B2C Commerce and Salesforce

Chapter 7: Adding Webstore Inventory Sources

To utilize reservations for customer orders and minimize out-of-stock issues, integrate a webstore inventory source. This integration is essential for Order on Behalf Of through Order Management, enabling the system to reserve products as soon as they are added to the cart. This is only relevant if you have an Omnichannel Inventory.

To configure, please see documentation: Add a Web Store Inventory Source for Order on Behalf Of

Chapter 8: Payment for Order on Behalf Of

Payment service is required for either Order Entry or Order on Behalf of with Salesforce Order Management. You will be able to view payment activities in the order payment summary for each order. There are three different methods of configuring a payment service. You can use Salesforce Payments, AppExchange service, or configure your own.

To configure, please see documentation: Payments for Order on Behalf Of

I) Setting Up Salesforce Payment

Salesforce Payment can be used with Order on Behalf Of, using B2C Commerce. An extra step is required for Order on Behalf Of due to the payment gateways not automatically appearing as an available integration.

To configure, please see the documentation: Saleforce Payments

II) Configure your own Payment Gateway

You have the option to set up your own payment gateway for handling transactions. Some vendors offer payment packages through the AppExchange platform.

To configure, please see the documentation: Configure a Payment Gateway for Order on Behalf Of

Chapter 9: Place an Order for a customer

You have the ability to streamline the order placement process for customers. This entails searching for products, adjusting quantities, adding selected products to a cart, and processing customer payments.

To configure, please see documentation: Place an Order