Salesforce Order Management (OMS) provides capabilities for connecting the post-purchase customer experience across systems. It allows for unified customer records, seamless order orchestration, and flexible workflows. OMS integrates with Commerce Cloud, Service Cloud, and Marketing Cloud to personalize every touchpoint and deliver connected experiences from purchase to fulfillment to support.

1. Salesforce Order Management
(OMS) with Cross Cloud integrations
Perfect Post Purchase Journey
Phaneendra Arigachetta
Appistoki Singapore Pte Ltd – Salesforce Platinum Consulting Partners
Singapore Salesforce Marketers Group Leader |SG Slack Group Leader
personal Blog: https://salesforce888.wordpress.com

2. Agenda
01 Order Management Product Overview
02 Salesforce OMS Capabilities
03 Salesforce OMS Data Model
04 Integration of Salesforce OMS with B2B2C Commerce Cloud
05 Integration of Salesforce OMS with Web OMS via Connect REST API

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Forward-Looking Statements

4. Your Customers Expect Connected
Experiences
Source: “State of the Connected Customer.” Salesforce 4th Edition, 2020. Global survey of
15K+ consumer and business buyers.
Driving
Chat Now
Fulfillment
Support
Social Shopping
Curbside Pickup
Delivery
Purchase
From awareness and shopping to curbside pickup and support
7 6 %
of consumers started using
curbside since the start of
COVID-19

5. Source: “State of the Connected Customer.” Salesforce 4th Edition, 2020. Global survey of
15K+ consumer and business buyers.
Leading Teams Drive Loyalty Through the Final Mile
Connecting every step in the post-purchase experience
The Final Mile of Delivery
7 8 %
of consumers want their
order ready when they arrive
Personalized
Commerce Anywhere
Real Time Order Status
& Delivery Date
Sustainable Fulfillment
on Your Terms
Connected
Support

6. Image
that is bad
“Out of
Stock”
Image
that is
bad
“Where’s my
order?”
“How soon
can I get
it?”
The Culprit? Disconnected Order Management
Legacy order management systems are not built for connected customer journeys
Source: State of
Connected Customer
Report (2020)
Today’s
Customer
8 4 %
of customers say the
experience a company
provides is as important
as its products or services
Legacy Order
Management
Built for Back Office
Disconnected from Data
Brittle & Inflexible

7. Overview ofSalesforce OMS

8. Connect the Post-Purchase Experience
Unify your view of customers with shared order history and
customer records across commerce, service and marketing
Native Salesforce Integration
Unlock Inventory and Fulfill from Anywhere
Leverage real-time inventory in every store to sell and fulfill
from any digital or physical channel
Omnichannel Inventory • Distributed Order Management
Simplify Complex Processes with Clicks
Quickly build & customize workflows using pre-built APIs,
and optimize performance with dynamic order routing
Configurable Supply Chain Workflows • Distributed Order Management
Scale on an Agile Platform
Easily implement pre-built applications to extend
functionality on a trusted and secured platform
Built On The World’s # 1 CRM •AppExchange
Salesforce Order Management
Deliver Flexible Omnichannel Commerce Journeys
2 0 % Increase
in up and cross-sell opportunities to
purchase based on customer history

9. Connect the Post-Purchase Experience
Personalize every touchpoint of the post-purchase customer journey
Commerce Cloud
Sales Cloud
Modernize Buying & Fulfillment
Increase B2C and B2B revenue by giving
buyers and shoppers a personalized
shopping and fulfillment experience
Seamless Account Management
Understand your buyers journey every step of the
way with transactions, account history, invoicing,
and more
Service Cloud
Streamline Order Servicing
Provide better support by bringing order
history and customer records into a single
pane of glass
Marketing Cloud
Segment & Personalize Marketing
Trigger emails, segment audiences, and
personalize marketing based on purchase
behavior

10. Distributed Order Management
Leverage your network of retail stores and
distribution centers to optimize fulfillment
from every location
Omnichannel Inventory
Create a single source of truth and
accurately view location-level inventory
across all fulfillment channels
Unlock Inventory and Fulfill from Anywhere
Seamless order orchestration for complex distribution networks

11. Customize with Declarative Tools
Empower anyone to quickly build and update complex
fulfillment workflows with visual, drag-and-drop tools
Move Fast with Managed Workflows
Leverage pre-built workflows for returns, discounts, curbside
pickup, and more
Optimize Fulfillment for Speed & Cost
Fulfill from your entire network of locations, and dynamically
route orders sustainably to reduce costs and speed delivery
Integrate with Flexible Pre-Built APIs
Accelerate integration time by exposing data within order
management, your ERP, and other systems
Simplify Complex Processes with Clicks
Easily customize business logic with configurable supply chain workflows
2Trillion
Transactions
Monthly in Flow

12. Capabilities, Features & Lifecycle
of Salesforce OMS

13. Salesforce Order Management for B2B
Modernize the Entire B2B Order Lifecycle powered by the # 1 CRM platform
Easy to Use
Easily Manage
Orders at Scale
Seamless Purchase
Through Fulfillment
Introducing

14. Order Management for B2B Features
Deliver B2B ordering with the tools to support modern B2B commerce
Simple Order Entry on
Behalf of the Buyer
(Custom)
Reship Items at
Scale
ERP Integration for
Billing (Custom)
View Available Inventory
(Custom)
Location & Segment
Availability Inventory Segments
Reservation Mgmt
Future Inventory
(ATP)
Create Invoices for
custom billing
schedules

15. B2B Commerce Order Lifecycle
ERP
Planning/Accounting
Order Management
Fulfill, Track & Service
Storefront
Experience
Checkout
Approvals
Financial
Ledger
Account
Management
Configure/
Quote
Contract
Management
Payment
B2B Commerce
Purchase
Inventory
Mgmt
Purchasing/
Procurement
Supply Chain
Mgmt
Payment
Terms
Invoicing
Revenue/
Bookings
Reporting
Payment
Credit/Debit
Notes
Inventory
Availability
Order
Orchestration
& Order
Lifecycle
Fulfillment
Routing &
Tracking
Order Returns,
Exchanges,
Reships
Order
Self-service
Order
on Behalf

16. SALESFORCE
ORDER
MANAGEMENT
Notification:
Confirm Order
Capture
Payment
Pick &
Pack
Ship
Order
Notification:
Confirm Shipping
Receive
Order
Create
Invoice
Order Management Lifecycle
Request
Authorization
Update
ERP
ORDER CAPTURE ORDER FULFILLMENT ORDER DELIVERY
Update
Status
Place
Order
BUY
Send
Fulfillment
Orders
Receive as
Sales Order
Authorize
Payment
Fraud Check
Order Summary
Created
Notification:
Order Processing
Update
ERP
Process Return/ Create
Appeasement Credit Memo
Initiate
Return
RETURN
The Customer
Experience

17. Lightning B2B & OMS Shared Partner Ecosystem
Partner-built innovation & platform extensions accelerate time to market
+ 2 5 % YoY Growth
in New Partners
Tax and Compliance Partners
Payment Capture Partners

18. Salesforce
Customer
360

19. Seamlessly Visualize Cases Around Orders
Connect Order Management to Slack to view order
exceptions and related customer information, anywhere
Swarm, Act and Resolve Issues
Quickly swarm and resolve order issues before they impact
the customer experience
Optimize Case Management with Alerts
Customize alert criteria and preferences to ensure the right
alerts appear in desired channel
Drive Results with Real Time Reporting
Visualize real-time analytics right in Slack to get a complete
view of outstanding order exceptions and case volume
Empower Every Team to Handle Any Case, Fast
Introducing Salesforce Order Management and Slack

20. All Connected to the World’s # 1 CRM
Deliver Customer-Centric Experiences
Manage the Entire Buyers Lifecycle on a Single Pane of Glass
Service Cloud Commerce Cloud Marketing Cloud
Automated Service Bots & Managed
Special Requests, All in One Place
All Commerce Transactions
and Orders Centralized
Order Data Directly Integrated
to Marketing Campaigns
Source: State of the connected
customer
Salesforce Order Management Built on Salesforce

21. Salesforce OMS Data Model

22. Integration of Salesforce OMS with B2B2C
Commerce Cloud

23. Integration of Salesforce OMS with B2B2C
Commerce Cloud

24. Order Servicing Integrated to Existing Order Management
Marketing Cloud
CONSUMERS
Productivity
Engagement
Video
Help Center
Portal
Email
Voice
Messaging
Chat
Recommendations Workspace Knowledge Predictions Case Swarming Analytics
Orchestration
& Automation
Optimizatio
n
Next Best
Action
RPA
Bots
Routing
Workflow
Builder
Process
Library
Operations Training
Scheduling
Capacity
Planning
Forecasting
Incident &
Problem
Mgmt
Asset
Manageme
nt
Service
Catalog
Lightning Platform
Order
History/Order
Status
Returns /
Cancellations
Payment /
Refunds
Order
Modifications
Customer
360
Lightning
Flow
Reporting
Extensible
Date Model
Appexchange
Integrations
Einstein
Service Cloud
Order
Orchestration
Discounts /
Appeasements
Exchanges
External OMS
Inventory Mgmt
Order Routing
Inventory
Availability
Store Fulfillment
Supply Chain
Mgm
Commerce Cloud

25. Demo

26. Order Management + Service Cloud Use Cases
Connecting OMS to the # 1 Service Platform
Drive Conversion with
Conversational Commerce
Enable agents to handle more
complex cases for cross-sell
opportunities using Einstein Bots
and AI Recommendations
Seamlessly Service and
Report on Orders
Decrease open service cases by
initiating cancel/return actions all
on one screen and easily view order
history across all orders
Gain a 360° View of
Customers
Leverage a unified view of customer
records and data across
Commerce, Service, and OMS to
improve post-purchase interactions

27. Omnichannel Inventory + Order Routing
(Commerce Cloud)
Leverage your network of retail stores and distribution centers to
optimize fulfillment from every location
Real-time Omnichannel Commerce experiences: Unlocks BOPIS, Browse items
based on store availability, and much more. Prevent costly underselling and
overselling during flash sales or holiday
Built to Expose Store Location Level Inventory: Enable management of
location-level inventory availability
Flexibility: Easily add, remove, segment and group locations from your active
inventory storefront count
Omnichannel Inventory vs. Omni-Channel Case Routing
What’s the difference and use case
Omni-Channel Routing
(Service Cloud)
Route cases to the right agent based on their skillset and workload, and
give your managers a bird's eye view of contact center activity
Support cases and conversations from any service channel directly into the agent
workspace. Give agents one place to talk to customers no matter what channel
they use, whether it's messaging, chat, social, email, or voice.
Automatically route cases, leads, or other work to the right queue, or agent
based on skills and named assignments.
Give your supervisors a bird's-eye view of their contact center activity, and let
them monitor and manage their team’s workload in real-time.

28. Demoon How B2C Commerce Portal connecting
toService cloud for better customer experience

29. Communicate Every Step of the Way
Trigger post order transaction emails for fluidity and
transparency across the order lifecycle
Translate Order Transactions To Insights
Enable any action in Order Management to actively
be sent directly to Marketing Cloud
Maintain and Iterate on Journeys
Integrate order, fulfillment and return data to
automatically launch targeted customer journeys
Use Commerce Insights in Customer Marketing Journeys
Seamlessly leverage order data to segment and personalize marketing
Marketing Cloud + Salesforce Order Management

30. Demoon How B2C Commerce Portal connecting
toMarketing cloud for better customer
engagement

31. A Big Picture

32. Connecting the Post-Purchase Experience is Critical
One platform to centralize order data, history, and customer records
Customer places order
Chat Now
Order confirmed &
routed for fulfillment
Check order status
via self-service bots
Thank you!
Real-Time
Notifications
Have you
seen the new
catalog?
Frictionless
Returns
Automation, flexibility, and scale
Optimize for Speed &
Sustainability

33. Sources: DigitalCommerce360, RetailDive
Partnering to Expand Choice and Drive Loyalty
Connected to the post-purchase experience
Personalized
Engagement Anywhere
Real Time
Order Status
Optimize for Speed and
Sustainability
AI-Powered Shopping
Experience
6 8 %
would place an
online order with
fast shipping
options
9 1 %
more likely to
repeat purchase
with free shipping
options

34. Order Management Working With Your ERP
Support both sides of your business with purpose built solutions
Fulfillment
tracking and
visibility
Order
Lifecycle
Orchestration
Your ERP Today Salesforce Order
Management
Inventory
Availability
Procurement
Management
Inventory
Management
Financial
Ledgers and
Payment
Terms
Shared Services
Working Together
Personalize
every
interaction
Payments
Invoicing
Inventory
Custom
Order
Routing Logic
Accounting
reconciliation
Supply Chain
and
Production

35. Region-Specific Capabilities
VAT/Gross Taxation
Enhanced data model to support orders with VAT
taxation. New fields allow for tailored service agent
experience when servicing orders inclusive of tax
Updated Cancel Flow
Enhanced logic in the cancellation flow to identify if
payment has been captured to trigger payment
refunds
B2C Integration Data mapping
VAT and multi-currency orders data now supported
via the B2C Integration to map all data from the
storefront

36. Pre-built Integration to Adyen
Easily integrate with Adyen via the appexchange to
process post-purchase payment transactions within
Order Management
Pending Balance Tracking
Visibility into payment transactions pending via the
Adyen asynchronous APIs
Custom Payment Methods
Simplify integrations to regionally specific payment
methods in Japan, APAC, and LATAM and unique
providers such as Klarna and AfterPay
Payments
Platform features to enable global payment capabilities

37. GDPR
As a Salesforce platform application, Order
Management adheres to GDPR PII requirements
and allows for deletion across all Order
Management records
NF-525 Invoicing/Credit Memo
Regulation
Kiwiz ISV partner solution available in AppExchange
to meet EU VAT requirements for inalterability,
storage, security, and archival of invoices and credit
memos
Global Compliance
Platform and ISV Partners Combine to Meet Regulatory Requirements

38. Integration of Salesforce Web OMS with
Connect REST API

39. Integration of Salesforce Web OMS with
Connect REST API

40. Integration of Salesforce Web OMS with
Connect REST API

41. Thank Y u