Configuring Orchestration Rules
Orchestration rules synchronize the entire product lifecycle by triggering dynamic fulfillment plans based on specific attributes, order actions, and dependencies. These rules turn on staged assetization to align billing with actual delivery timelines while automating data feedback, such as serial numbers, through reverse propagation.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Edition. |
Rule creation that uses various context parameters: Trigger specific orchestration plans based on product attributes, such as storage and processor. It can be product class (mobile, fiber), OLI fields (expedited shipping), OLI actions (add, cancel, or modify), or order record type (new vs. change order).
Implementing Staged and Partial Orchestration: Control assetization in stages for different OLIs based on lead times or dependencies. Select attributes that require mapping to the technical asset, excluding sensitive data.
Attribute Propagation (Reverse and Re-propagation): Propagate data captured during orchestration. This process can send the serial number back to the commercial asset when the commercial asset update occurs later.
Product Orchestration Use Cases:
Manage the product lifecycle from activation through maintenance that uses staged assetization and dynamic orchestration. These rules synchronize billing, fulfillment, and asset records while handling complex dependencies. This logic-based approach protects customer data and automates updates throughout the order journey. Here are some scenarios for such instances:
- Staged Assetization for a Bundled Offer:
When staging the assetization of complex orders, activate each line item based on its individual fulfillment timeline.
The system assetizes the internet service upon activation and the decoder box after delivery. This process prevents billing for the TV service before the hardware arrives.
For more information, see Staged Assetization, Set Up an Orchestration Plan for Staged Assetization, Assetization Rules for DRO, and Fulfillment Step Types.
- Dynamic Orchestration Based on a Product Attribute:
You need the system to use those choices to run the correct fulfillment process when a product has special options. The installation choice for the Decoder Box changes the fulfillment plan:
- Professional Install: The system adds the "Schedule Technician" task.
- Self-Install: The system skips the "Schedule Technician" task.
For more information, see Define Field and Attribute Mapping.
- Dynamic Orchestration Based on an OLI Field:
You want to use information to trigger a custom set of steps when an order line contains special information that requires a different fulfillment process.
A check in the Legacy Customer field on an order automatically triggers an extra Manual Review step in the fulfillment process to ensure data integrity.
For more information, see Fulfillment Step Types and Order Line Item Actions.
- Dynamic Orchestration Based on Order Actions (MACD):
When you need order changes to open different fulfillment plans based on the specific action such as Add, Change, Disconnect.
The different order actions trigger specific fulfillment plans:
- Adding the "Full Calling Plan" opens the "Activate Voice Features" plan.
- Disconnecting from the "Personal Security" offer opens the "Deactivate License" plan.
For more information, see Fulfillment Step Types, Create a Fulfillment Task Assignment Rule, and Design Your Order Orchestration.
- Managing Cross-Product Dependencies in Orchestration:
You create rules that control the sequence of tasks, making sure that one step completes before another dependent step begins for orders with multiple items. For example, see that the plan enforces that the sequence shared here:
- First: The Allocate Port task for the internet service is complete.
- Then: The Ship Modem task begins.
For more information, see Cross Plan Dependencies, and Create Orchestration Dependencies across Orders.
- Orchestration Attribute Reverse Propagation:
The fulfillment process captures data like serial numbers and activation dates. The system then writes this information back to the corresponding commercial asset record.
When the warehouse ships a modem, it captures the serial number. After the modem ships, the system sends the serial number back to save it as an OrderItem record. You can first update the orderitem record followed by the staged assetization.
- Technical Assetization:
We create a technical asset in the fulfillment system on the creation of a commercial asset. Both OM and DRO systems share a single asset database. The system processes change orders for older OM assets to maintain consistency.
The system automatically generates the corresponding technical assets in the DRO system on creation of the commercial asset for the bundle, preparing them for fulfillment.
For more information, see Build Your Technical Product Catalog, and Setup an Orchestration Plan for Staged Assetization.
- MACD on Existing Activated Bundle or on an Active Asset:
To show how DRO processes only the "delta" (the changes) for a MACD order on an active asset.
- Initiate Change Order:
- Start with an active "Triple Play" bundle asset on an account.
- From the asset, click "Change to Order" to create a MACD cart.
- Apply MACD Actions: In the cart, perform these changes.
- Add: Fixed IP service.
- Change: The quantity of the Wi-Fi Extender to 1.
- Disconnect: The Basic Telephone Service.
- Submit the MACD Order:
- Validate the price, and Submit the order.
- Verify "Delta" Fulfillment in DRO:
- Switch to the DRO fulfillment view.
- Result: Fulfillment plans start only for these changes: The system initiates a provisioning plan for the added Fixed IP. A shipping plan for the changed Wi-Fi Extender. A deactivation plan for the disconnected Telephone Service.
The system skips new tasks for unchanged items.
