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Channel Order Application
Order Submission Playbook
1
Table of Contents
Topic Page
Initial Order
What to Know ------------------------------------------------------------------...
Table of Contents Continued
Topic Page
Renewal Order
What to Know --------------------------------------------------------...
Initial Order
4
Submission Tips
An Initial Order is the first Service Order you
submit for your customer through the
Channel Order App (CO...
Scenario: Your brand new
customer has just signed an
order with you for 10 licenses
at $10 with a start date of
4/1/19.
Pa...
STEP 1:
When submitting an Initial Order, select the Customer Type “New
Customer”. This will default the order type to “In...
Initial Order
STEP 3:
If you have more than 1 contract term, ensure you are
selecting the correct contract for your order....
STEP 6:
Add the product(s) you wish to order for your customer. Click
“Next.”
STEP 7:
Enter the license quantity you wish ...
STEP 8:
Enter the requested dates.
STEP 9:
Accept the Terms & Conditions as well as
any Product Special Terms applicable t...
To ensure that our dates are aligned, we recommend that the service start
date on the COA order matches the service start ...
Add-On Order
12
Add-On Order
An Add-On Order is a Service Order
submitted to add additional products or
increase the number of licenses fo...
Scenario: Your existing
customer has decided to
purchase 20 additional
licenses at $10 in addition
to the 10 license they
...
Add-On Order
STEP 1:
For Add-On Orders, select the customer type
“Existing Customer.”
STEP 2:
Select the order type “Add-O...
STEP 5:
Your order terms are pre-populated in accordance
with your partnership agreement.
STEP 6:
Enter a SFDC Invoice Des...
STEP 8:
Enter the license quantity you wish to order for each
product and your customer price per unit. Click “Next”.
Note...
STEP 11:
Review the order summary for accuracy.
STEP 12:
Click “Submit”. This will submit the order to
Salesforce for proc...
Add-On Order
Add-On Orders cannot be submitted until after the “Initial” order has been
processed and activated.
The Add-O...
Reduction Order
20
Reduction Order
A Reduction Order allows you to remove
products, or decrease the quantity of licenses
for your customer.
R...
Scenario: Your customer
has 25 active licenses as
follows:
15 licenses x $20
10 licenses x $10
Upon renewal, they wish to
...
Reduction Order
STEP 1:
Select the Customer Type “Existing Customer.”
STEP 2:
Select the Order Type “Reduction.”
STEP 3:
E...
Reduction Order
24
Order Submission Wizard Walkthrough
STEP 6:
Select the product(s) you wish to reduce or
remove for your...
Reduction Order
25
Order Submission Wizard Walkthrough
STEP 9:
Enter the requested dates.
Note: Service Start Date cannot ...
Reduction Order
Reduction Orders should be submitted in accordance with the terms of your
Partner Agreement, typically 30 ...
Upgrade Order
27
Upgrade Order
28
Submission TipsWhat is an Upgrade Order ?
An Upgrade Order allows you to increase the
price of existing l...
Scenario: Your customer
has 100 licenses at $10.
There is a scheduled price
ramp midway through the
contract resulting in ...
Upgrade Order
STEP 1:
Select the Customer Type “Existing Customer.”
STEP 2:
Select the Order Type “Upgrade.”
STEP 3:
Enter...
STEP 7:
Add the desired product(s). Click “Next”.
Note: Select all the licenses and products the
customer should have movi...
STEP 9:
Enter the requested dates.
STEP 10:
Accept the Terms & Conditions as well as any
Product Special Terms applicable ...
Upgrade Order
Double check the Upgrade Order to ensure it includes all of the products, licenses,
and pricing the customer...
Renewal Order
34
Renewal Order
35
Submission TipsWhat is a Renewal Order?
A Renewal Order allows you to renew an
existing customer contract...
Scenario: Your customer
currently has the following
products:
50 licenses at $10
50 licenses at $20
Upon their renewal the...
Renewal Order
STEP 1:
For Renewal orders, select the customer type
“Existing Customer.”
STEP 2:
Select the Order Type “Ren...
STEP 7:
Add the product(s) you wish to order
for your customer. Click “Next”.
Note: Ensure you select all the licenses
and...
STEP 10:
Enter the requested dates.
Note: Service Start Date cannot be edited. The
Service Start Date of the Renewal Order...
Renewal Order
When you submit a Renewal Order, do not submit any other order types until the Renewal
Order goes into effec...
Cancellation Order
41
Cancellation Order
A Cancellation Order will terminate the
contract between you and your customer and
cancel all products ...
Scenario: Your customer
has chosen to not renew
their licenses with you.
Partner Action: Submit a
Cancellation Order for t...
Cancellation Order
STEP 1:
Select the customer type “Existing Customer.”
STEP 2:
Select the order type “Cancellation.”
STE...
Cancellation Order
STEP 5:
Read the cancellation terms
STEP 6:
Confirm you understand the terms of the
Cancellation Order ...
Cancellation Order
Cancellations Orders should be submitted in accordance with the terms of your Partner Agreement, typica...
47
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Channel Order Application Order Submission Playbook

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Receive situation-specific guidance on each order type, when to use them, how to fill them out, and what to expect

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Channel Order Application Order Submission Playbook

  1. 1. Channel Order Application Order Submission Playbook 1
  2. 2. Table of Contents Topic Page Initial Order What to Know -------------------------------------------------------------------------------------------- 05 Example ---------------------------------------------------------------------------------------------------- 06 Order Submission Wizard Walkthrough -------------------------------------------------------- 07 Best Practices --------------------------------------------------------------------------------------------- 11 Add-On Order What to Know -------------------------------------------------------------------------------------------- 13 Example ---------------------------------------------------------------------------------------------------- 14 Order Submission Wizard Walkthrough -------------------------------------------------------- 15 Best Practices --------------------------------------------------------------------------------------------- 19 Reduction Order What to Know -------------------------------------------------------------------------------------------- 21 Example ---------------------------------------------------------------------------------------------------- 22 Order Submission Wizard Walkthrough -------------------------------------------------------- 23 Best Practices --------------------------------------------------------------------------------------------- 24 Upgrade Order What to Know -------------------------------------------------------------------------------------------- 26 Example ---------------------------------------------------------------------------------------------------- 27 Order Submission Wizard Walkthrough -------------------------------------------------------- 28 Best Practices --------------------------------------------------------------------------------------------- 31 2
  3. 3. Table of Contents Continued Topic Page Renewal Order What to Know -------------------------------------------------------------------------------------------- 33 Example ---------------------------------------------------------------------------------------------------- 34 Order Submission Wizard Walkthrough -------------------------------------------------------- 35 Best Practices --------------------------------------------------------------------------------------------- 38 Cancellation Order What to Know -------------------------------------------------------------------------------------------- 40 Example ----------------------------------------------------------------------------------------------------- 41 Order Submission Wizard Walkthrough -------------------------------------------------------- 43 Best Practices --------------------------------------------------------------------------------------------- 44 3
  4. 4. Initial Order 4
  5. 5. Submission Tips An Initial Order is the first Service Order you submit for your customer through the Channel Order App (COA). All Initial Orders require the following information: ● Company Name ● Valid org ID ○ The org ID cannot be a Sandbox or Developer Edition Org ● Customer Address ○ You must input the Customer’s complete address including a valid city, state, and zip code The service start date of your Initial Order will determine the monthly (ISVForce) or annual (OEM/VAR) renewal date for your customer moving forward. The service start date of your Initial Order will determine the billing cycle date for your end customer (e.g., a service start date of 3/17 on your Customer’s Initial Order means that your customer’s billing cycle date will be the 17th of each month). ● The Service Start Date of the order cannot be in the past. ● OEM/VAR: The Initial Order MUST include at least 1 Admin or the COA will prevent you from submitting the order. 5 What is an Initial Order ? What to Know Initial Order
  6. 6. Scenario: Your brand new customer has just signed an order with you for 10 licenses at $10 with a start date of 4/1/19. Partner Action: Submit an Initial Order in the COA with a Service Order Start Date of 4/1/19 for 10 licenses at $10. 6 Example Initial Order
  7. 7. STEP 1: When submitting an Initial Order, select the Customer Type “New Customer”. This will default the order type to “Initial.” STEP 2: Populate all of the Customer Information fields, including Company Name, Org ID, and the complete customer address. NOTE: The Related Opportunity field can be used to reference an Opportunity record in your org that is associated with this order. 7 Order Submission Wizard Walkthrough Initial Order
  8. 8. Initial Order STEP 3: If you have more than 1 contract term, ensure you are selecting the correct contract for your order. If you only have 1 contract term, you do not need to update this field. STEP 4: Your order terms are pre-populated in accordance with your partnership agreement. STEP 5: Enter a SFDC Invoice Description to specify any customer or order specific information for invoicing purposes. Click “Next.” 8 Order Submission Wizard Walkthrough
  9. 9. STEP 6: Add the product(s) you wish to order for your customer. Click “Next.” STEP 7: Enter the license quantity you wish to order for each product and your customer price per unit. Click “Next.” Note: You can hover over the “Revenue Share” field to see how the amount due to Salesforce per unit was calculated. Initial Order 9 Order Submission Wizard Walkthrough
  10. 10. STEP 8: Enter the requested dates. STEP 9: Accept the Terms & Conditions as well as any Product Special Terms applicable to the products ordered. STEP 10: Review the order summary for accuracy. STEP 11: Click “Submit”. This will submit the order to Salesforce for processing. Initial Order 10 Order Submission Wizard Walkthrough
  11. 11. To ensure that our dates are aligned, we recommend that the service start date on the COA order matches the service start date on your order with your customer. OEM/VAR Partners: ● Licenses cannot be ordered for your own org / internal usage ● 1 Admin License is required for every 50 user licenses ● The Customer Org ID must be 15 digits ● The Customer Org must be in Trial or Active status ISVForce Partners: ● The Customer Org must be an Active Salesforce Org ● The Customer Org ID must be 15 digits Initial Order 11 Best Practices
  12. 12. Add-On Order 12
  13. 13. Add-On Order An Add-On Order is a Service Order submitted to add additional products or increase the number of licenses for an existing customer. ● An existing customer is one for which you have already submitted an Initial Order through the COA. ● The Add-On Order will be effective and provisioned on the Service Order Start Date specified on the Service Order. The Add-On Order will be co-terminus with the existing customer contract in place for your customer. ● OEM/VAR: If your customer’s annual contract renewal is on October 1st, and additional licenses are ordered on June 1st, the licenses will co-term with the existing licenses through October 1st. ● ISVForce: If your customer’s monthly renewal date is on the 1st of each month and additional licenses are ordered on the 15th, the licenses will co-term with the existing licenses through the 1st. 13 Submission TipsWhat is an Add-On Order ? What to Know
  14. 14. Scenario: Your existing customer has decided to purchase 20 additional licenses at $10 in addition to the 10 license they already have. Partner Action: Submit an Add-On Order for your existing customer for a qty. of 20 licenses at $10 per unit. Add-On Order 14 Example
  15. 15. Add-On Order STEP 1: For Add-On Orders, select the customer type “Existing Customer.” STEP 2: Select the order type “Add-On.” STEP 3: Enter the Customer Name or the Customer Org ID and the COA will auto-populate the rest of the customer information. STEP 4: If you have more than 1 contract term, ensure you are selecting the correct contract for your order. If you only have 1 contract term, you do not need to update this field. 15 Order Submission Wizard Walkthrough
  16. 16. STEP 5: Your order terms are pre-populated in accordance with your partnership agreement. STEP 6: Enter a SFDC Invoice Description to specify any customer or order specific information for invoicing purposes. Click “Next”. STEP 7: Add the product(s) you wish to order for your customer. Click “Next”. 16 Add-On Order Order Submission Wizard Walkthrough
  17. 17. STEP 8: Enter the license quantity you wish to order for each product and your customer price per unit. Click “Next”. Note: You can hover over the “Revenue Share” field to see how the amount due to Salesforce per unit was calculated. STEP 9: Enter the requested dates STEP 10: Accept the Terms & Conditions as well as any Product Special Terms and Conditions applicable to the products ordered. 17 Add-On Order Order Submission Wizard Walkthrough
  18. 18. STEP 11: Review the order summary for accuracy. STEP 12: Click “Submit”. This will submit the order to Salesforce for processing. 18 Add-On Order Order Submission Wizard Walkthrough
  19. 19. Add-On Order Add-On Orders cannot be submitted until after the “Initial” order has been processed and activated. The Add-On Order type cannot be used to increase the price per user for existing licenses. If you have not submitted an Initial order through the COA for your customer, the COA will not allow you to submit an Add-On Order. 19 Best Practices
  20. 20. Reduction Order 20
  21. 21. Reduction Order A Reduction Order allows you to remove products, or decrease the quantity of licenses for your customer. Reductions are not instantaneous. Per your agreement, reductions will go into effect on your customer’s next contract renewal date. You cannot reduce the price of existing licenses through a Reduction Order. A Reduction Order will only allow you to reduce the quantity of licenses and remove products. ● The license quantity should be the number of licenses you want to reduce, not the desired number of licenses moving forward. ● When selecting products/licenses to reduce, you will see a drop down that includes the price points for each product (e.g., if your customer has licenses at $10 and $20, you can select which price point you wish to reduce). 21 Submission TipsWhat is a Reduction Order ? What to Know
  22. 22. Scenario: Your customer has 25 active licenses as follows: 15 licenses x $20 10 licenses x $10 Upon renewal, they wish to reduce 10 licenses at $20 Partner Action: Submit a Reduction Order with the following line item (e.g., 10 Licenses x $20) *You do not need to enter the price. There will be a drop down which shows you the price point(s) available to reduce. Reduction Order 22 Example
  23. 23. Reduction Order STEP 1: Select the Customer Type “Existing Customer.” STEP 2: Select the Order Type “Reduction.” STEP 3: Enter the Company Name or the Customer Org ID. The COA will auto-populate the remaining customer information. STEP 4: If you have more than 1 contract term, ensure you are selecting the correct contract for your order. If you only have 1 contract term, you do not need to update this field. STEP 5: Your order terms are pre-populated in accordance with your partnership agreement. Click “Next”. 23 Order Submission Wizard Walkthrough
  24. 24. Reduction Order 24 Order Submission Wizard Walkthrough STEP 6: Select the product(s) you wish to reduce or remove for your customer. Click “Next”. STEP 7: Enter the number of licenses / quantity you wish to reduce for the particular product. STEP 8: If there are different price points available for the particular product you are reducing, you must select the price point you wish to reduce. Click “Next”. Note: If you wish to reduce 2 different price points for the same product, you can split the line item from the product.
  25. 25. Reduction Order 25 Order Submission Wizard Walkthrough STEP 9: Enter the requested dates. Note: Service Start Date cannot be edited. The Service Start Date will default to the next contract renewal date for your customer. STEP 10: Accept the Terms & Conditions as well as any Product Special Terms applicable to the products on the order. STEP 11: Review the order summary for accuracy. STEP 12: Click “Submit”. This will submit the order for processing.
  26. 26. Reduction Order Reduction Orders should be submitted in accordance with the terms of your Partner Agreement, typically 30 days ahead of the contract renewal date. You cannot reduce the entirety of your customer’s contract. If your Reduction Order will result in reducing all active licenses, the COA will not permit you to submit a Reduction Order. You will need to submit a Cancellation Order instead. OEM/VAR Partners: Ensure you do not reduce out all of the Admin licenses from the customer’s contract. 26 Best Practices
  27. 27. Upgrade Order 27
  28. 28. Upgrade Order 28 Submission TipsWhat is an Upgrade Order ? An Upgrade Order allows you to increase the price of existing licenses mid-contract or upgrade the customer to a higher-priced product mid-contract ● The Upgrade Order must be an overall increase in contract value for the customer. ● An Upgrade Order is considered an early renewal. ● The Upgrade Order must include all licenses and products the customer should have moving forward . ● The Upgrade Order will cancel all existing service orders and replace with only what is on the Upgrade Order. Any products or licenses not listed on the Upgrade Order will be removed from your customer’s org. ● The Upgrade Order will go into effect on the order Service Start Date. ● If an Upgrade Order results in an overall decrease in contract value, the order will create an error and you will be instructed to submit a Renewal Order instead. ● An Upgrade Order does not change the contract renewal date for your customer. The renewal date will remain the original renewal date on file consistent with the Initial Order. What to Know
  29. 29. Scenario: Your customer has 100 licenses at $10. There is a scheduled price ramp midway through the contract resulting in 50 licenses at $10 and 50 licenses at $20 and the addition of the Data Storage product. Partner Action: Submit an Upgrade Order with the following line items - ○ 50 Licenses at $10 ○ 50 Licenses at $20 ○ 1 Data Storage Upgrade Order 29 Example
  30. 30. Upgrade Order STEP 1: Select the Customer Type “Existing Customer.” STEP 2: Select the Order Type “Upgrade.” STEP 3: Enter the Company Name or the Customer Org ID. The COA will auto-populate the remaining customer information. STEP 4: If you have more than 1 contract term, ensure you select the correct contract for your order. If you have 1 contract term, you do not need to update this field. STEP 5: Your orders terms are pre-populated in accordance with your partnership agreement. STEP 6: Enter a SFDC Invoice Description to specify any customer or order specific information for invoicing purposes. Click “Next”. 30 Order Submission Wizard Walkthrough
  31. 31. STEP 7: Add the desired product(s). Click “Next”. Note: Select all the licenses and products the customer should have moving forward. STEP 8: Enter the license quantity desired for each product and your customer price per unit. 31 Upgrade Order Order Submission Wizard Walkthrough
  32. 32. STEP 9: Enter the requested dates. STEP 10: Accept the Terms & Conditions as well as any Product Special Terms applicable to products ordered. STEP 11: Review the order summary for accuracy. STEP 12: Click “Submit”. 32 Upgrade Order Order Submission Wizard Walkthrough
  33. 33. Upgrade Order Double check the Upgrade Order to ensure it includes all of the products, licenses, and pricing the customer should have moving forward. OEM/VAR Partners: Ensure the Upgrade Order includes at least 1 Admin License. If you only need to add licenses or products for your customer, you do not need to submit an Upgrade Order. You can simply submit an Add-On Order. 33 Best Practices
  34. 34. Renewal Order 34
  35. 35. Renewal Order 35 Submission TipsWhat is a Renewal Order? A Renewal Order allows you to renew an existing customer contract that is not set to auto-renew or an an existing customer contract with new pricing. ● A Renewal Order can only go into effect on the customer’s renewal date, whether the Renewal Order results is an overall increase or decrease in contract value. ● A Renewal Order is treated as a cancel & replace. Salesforce will cancel all existing service orders and replace with only what is on the renewal order. As such, your Renewal Order must include all licenses and products the customer should have moving forward. What to Know
  36. 36. Scenario: Your customer currently has the following products: 50 licenses at $10 50 licenses at $20 Upon their renewal they would like to add 50 licenses at $10 as well as change the cost of all the existing licenses to $10. Partner Action: Submit a Renewal Order with the following line items. 150 licenses at $10 Renewal Order 36 Example
  37. 37. Renewal Order STEP 1: For Renewal orders, select the customer type “Existing Customer.” STEP 2: Select the Order Type “Renewal.” STEP 3: Enter the Company Name or the Customer Org ID. The COA will auto-populate the remaining customer information. STEP 4: If you have more than 1 contract term, ensure you are selecting the correct contract for your order. If you only have 1 contract term, you do not need to update this field. STEP 5: Your orders terms are pre-populated in accordance with your partnership agreement. STEP 6: Enter a SFDC Invoice Description to specify any customer or order specific information for invoicing purposes. Click “Next”. 37 Order Submission Wizard Walkthrough
  38. 38. STEP 7: Add the product(s) you wish to order for your customer. Click “Next”. Note: Ensure you select all the licenses and products the customer should have moving forward STEP 8: Enter the license quantity you wish to order for each product included on the Renewal Order, STEP 9: Enter your monthly customer price per unit for each product on the Renewal Order. 38 Renewal Order Order Submission Wizard Walkthrough
  39. 39. STEP 10: Enter the requested dates. Note: Service Start Date cannot be edited. The Service Start Date of the Renewal Order will default to the next contract renewal date for your customer. STEP 11: Accept the Terms & Conditions as well as any Product Special Terms applicable to the products on the order. STEP 12: Review the order summary for accuracy. Ensure all the customer’s licenses and products are included. STEP 13: Click “Submit”. 39 Renewal Order Order Submission Wizard Walkthrough
  40. 40. Renewal Order When you submit a Renewal Order, do not submit any other order types until the Renewal Order goes into effect (i.e. add-on or Reduction Orders). This is because once the Renewal Order is processed, it may reverse any other orders submitted in between if they were not included or captured on the renewal order. Double check the order to ensure it includes all of the products and licenses the customer should have moving forward. Any existing licenses or products not included on the order will be removed from the customer’s org. OEM/VAR Partners: Ensure the Renewal Order includes at least 1 Admin License. If the only changes on your customer’s contract are adding or reducing licenses, you should submit an Add-On Order or Reduction Order. 40 Best Practices
  41. 41. Cancellation Order 41
  42. 42. Cancellation Order A Cancellation Order will terminate the contract between you and your customer and cancel all products and licenses. Cancellations are not instantaneous. Per your agreement, cancellations will go into effect on your customers contract renewal date. Cancellation Orders must be submitted 30 days prior to the contract renewal date. ● OEM/VAR: Customer’s Annual Contract Renewal Date = 7/1/19. The Cancellation Order must be submitted by 6/1/19 to go into effect on 7/1/19. ● ISVForce: Customer's Monthly Contract Renewal Date = 15th of each month. The cancellation must be submitted by 6/15/19 to go into effect on 7/15/19. 42 Submission TipsWhat is a Cancellation Order ? What to Know
  43. 43. Scenario: Your customer has chosen to not renew their licenses with you. Partner Action: Submit a Cancellation Order for the end customer in the COA. This will terminate their licenses upon their next contract renewal date. Cancellation Order 43 Example
  44. 44. Cancellation Order STEP 1: Select the customer type “Existing Customer.” STEP 2: Select the order type “Cancellation.” STEP 3: Enter the Company Name or the Customer Org ID. The COA will auto-populate the remaining customer information. STEP 4: If you have more than 1 contract term, ensure you are selecting the correct contract for your order. If you only have 1 contract term, you do not need to update this field. 44 Order Submission Wizard Walkthrough
  45. 45. Cancellation Order STEP 5: Read the cancellation terms STEP 6: Confirm you understand the terms of the Cancellation Order by typing “YES” into the approval field. Note: The cancellation will go into effect on the customer’s next contract renewal date STEP 7: Click “Submit”. This will submit the order to Salesforce for processing 45 Order Submission Wizard Walkthrough
  46. 46. Cancellation Order Cancellations Orders should be submitted in accordance with the terms of your Partner Agreement, typically 30 days ahead of the contract renewal date. Please note, if a Cancellation Order is submitted within 5 days of the customer’s contract renewal date the cancellation will not go into effect until the following contract renewal date. If you want to reverse a Cancellation Order that has not been activated yet, you can submit a case in the Partner Community requesting a Reverse Cancellation ● Case Topic: Channel Order Application & Org Provisioning ● Sub Topic: Reverse Cancellation ● Information to provide: Customer name, Org ID, Sales Order # If your customer happens to re-sign with you within 3 months (90 days) of the cancellation effective date, please submit a Renewal Order to reinstate the customer. If your customer re-signs with you after 3 months of the cancellation effective date, please submit an initial order to reinstate the customer. 46 Best Practices
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