Order Management System for Salesforce Commerce Cloud - Blog (2023)

Order Management System for Salesforce Commerce Cloud - Blog (1)

What is an order management system?

An order management system (OMS) is everything that happens after you click the buy button. OMS supports all stages of your company's sales process; from order creation to delivery and even returns. It also helps organize and automate key parts of the buying/fulfillment process for you and the customer.

Why do sellers need an order management system?

Online OMSs are centralized platforms that allow tracking of all orders, regardless of how they were received.

Additionally, OMS can increase the efficiency of your order management process. Automating many of the steps that previously required manual involvement can increase customer satisfaction and improve cash flow and profitability. Plus, it helps meet customer expectations that you have the flexibility to order, pick up, receive, and return products.

(Video) Salesforce Order Management System with B2B2C Commerce Cloud – Phaneendra Arigachetta

Benefits of owning an OMS

Order Management System for Salesforce Commerce Cloud - Blog (2)

OMS will provide many benefits. We list the main benefits below:

  1. Automating the order flow from purchase to shipment;flow automation will help control costs and drive revenue by automating manual processes and reducing errors. Because this process touches everyone in the supply chain, such as suppliers of packaging components and services or distribution centers.
  2. inventory management; Manage inventory activities such as checking and maintaining availability, picking, packing and shipping. It provides better sales visibility and helps optimize inventory levels to meet customer demands, minimizing excess inventory as it coordinates orders and inventory across multiple channels, leading to efficient order-to-inventory matching and maintenance. informed about stock levels so you can avoid shortages
  3. Analysis and reporting;OMS platforms can provide fulfillment reports and insights so you can track order fulfillment times, fulfillment-related costs such as picking, packing and shipping, and even product defects and return rates. However, tracking this is the first step towards identifying inefficiencies and developing plans to address them.
  4. Strong customer service/satisfaction;Customers can use OMS to track order status, and customer service staff can track order status and have full visibility into the order lifecycle, connecting the store to customer service.

Salesforce Order Management System (OMS)

A cloud-based OMS provided by Salesforce.

Because I?

  • cloud-based OMS; Software as a Service (SaaS) has faster and easier deployment, "pay as you grow", better scalability options and access from anywhere you have an Internet connection via a browser or mobile app, which requires no maintenance hardware or software installation.
  • Easy to create/assign roles and permission sets, Roles and permission sets work together to determine what users can see and do in the SOM.
  • High performance and reliability.
  • A robust ecosystem of partners and third parties with AppExchange. One of Salesforce's best features is its large "app store" for business software.
  • Ease and flexibility of customization. Using a combination of tools and declarative settings ("clicks, not code"), users can configure user experience and business logic. They can further customize these aspects using Apex code and Salesforce's Lightning Web Components.
  • The Salesforce OMS interface uses the Lightning interface because this customer service can view order information with a minimum number of clicks. What's more, with Salesforce Lightning App Builder, screens are highly customizable to suit user preferences with no development involvement.
  • Salesforce OMS uses Salesforce Flows; SF Flows lets you build complex business automation using clicks instead of code. Since you won't need the help of a Salesforce developer to tackle the toughest business requirements, Flows will be your best friend as an admin!
  • Avoid cross-platform integrations and middleware and keep ordering data centralized and accessible. As a result, additional Salesforce services such as Marketing Cloud, Service Cloud, Einstein, OMNI Channel, etc. can access order information.

SOUND and SFCC Compatibility

Salesforce Commerce Cloud (SFCC) provides e-commerce solutions for B2C (business to consumer) and B2B (business to business) customers.

(Video) Beginner’s Guide To Salesforce Order Management System | Cloud Odyssey | Salesforce

Why Salesforce Order Management System and SFCC are Better Together

  • Integration CODE ZERO; Salesforce Order Management natively supports SFCC integration.
  • Order and customer data flows from SFCC to OMS in real time and seamlessly
  • Less work for the customer support team.
  • Salesforce B2C Commerce has an OOB plugin called "plugin_ordermanagement" that supports the following key features:
    1. Real-time order history search and order status display.
    2. The customer can initiate a return.
    3. Customers can cancel the order.

SFCC and SOM Integration Checklist

Order Management System for Salesforce Commerce Cloud - Blog (3)

SOM does not need any code to integrate with SFCC. Instead, some configuration needs to be done on both sides. To avoid wasting hours trying to figure out why requests are not flowing correctly from SFCC to SOM:

  1. Check that SFCC and SOM support the same set of applicable currencies.
  1. When creating an order shipping method in SOM, make sure the "Reference Number" matches the SFCC shipping method ID.
  1. When configuring payment gateways in SOM, make sure the "External Reference" matches the SFCC payment process.
  1. Pay special attention to granting the appropriate permission (access) to the B2C permission set when creating a custom record type such as payment method or invoices.
  1. SFCC custom attributes are automatically mapped to SOM objects. You must ensure that the field id and data type match. And the B2C permission set must have appropriate read/write access.
  1. Pay more attention to the data mapping between SFCC and SOM because in some cases SOM stores two or more SFCC attributes in one field such as Account.Name consists of SFCC address, company name, first and last name; therefore, in such cases, attention should be paid to the length limitation of the SOM data field.
  1. Custom attributes from SFCC to SOM are automatically mapped. However, if you have an object that does not support automatic mapping of custom attributes such as "Account", "OrderDeliveryGroup", etc., you must write APEX code to map these attributes accordingly.

SOM request lifecycle

The milestones listed below can be used to summarize the order lifecycle:

  1. creating a summary
  1. Assignment - Fulfillment
  1. Invoicing

Creating an order summary

The order summary extracts data from the base order that represents the original order for the transaction. Given that the dispatch is the original for the dispatch summary; The order summary gathers all the information about the order; from pickup to fulfillment, payment collection, shipping, delivery and service, and displays it all in one display.

(Video) Salesforce Commerce Cloud Explained With Chargent

Order Assignment - Fulfillment

Fulfillment is the process of assembling and shipping the customer's order. Unlike allowing customers to select and purchase items in person at a retail location, an e-commerce retailer is responsible for packing the shipment with the correct products and picking up the package in transit after placing an online order. In other words, the order fulfillment process simplifies the assignment, allocation, selection, packing and shipping of order items.

The actions below show a simple filling process.

  1. The customer places an order through your sales window.
  1. Order Management receives the order details and a summary is created.
  1. The order is assigned to a fulfillment location and assigned to a fulfillment order.
  1. Order items for a fulfillment order are taken from on-hand inventory (picking) and packaged for shipment.
  1. The order items have been shipped (filled).

Order Billing

Order Management creates a payment summary for each order as part of the order summary creation process. An Order Payment Summary is a set of payment records using the payment method associated with the order summary. Payment information dynamically updates the order payment summary. So you can see order balances for various payments, including authorizations, registrations, and refund amounts.

(Video) How to Integrate Order Management System

Authorizing, recording, and reconciling payments occur as orders move through stages in the fulfillment workflow. The time to generate an invoice is usually when the order status changes to Fulfilled. However, your Salesforce admin can automate payment capture, invoice generation, and refund processing to help manage your payment transaction needs.

SOM Payment Gateway Adapter

Salesforce Order Management (SOM) processes payment transactions through payment gateway adapters. Payment gateway adapters are the bridge between your Salesforce payment platform and external payments. Salesforce Order Management (OM) provides this capability with various App Exchange plugins for integration with various payment gateways such as Adyen, Cybersource etc. from an App Exchange payment gateway or existing payment gateway applications do not meet the business requirements.

Custom Payment Gateway Adapter

Salesforce offers two types of payment gateways. Before you start creating a custom adapter, here's a brief description of each type:

(Video) Demystifying eCommerce Development on Salesforce

  1. Synchronous Access Adapter; The payment transaction processing process flow is described below:
    1. The gateway receives transaction data from the Salesforce payment gateway.
    2. The Salesforce platform awaits a response from the gateway containing the final status of the transaction.
    3. Salesforce will only create a payment transaction if the transaction completes successfully.
  2. Asynchronous Access Adapter;The payment transaction processing process flow is described below:
    1. The payment gateway first sends transaction information to the gateway.
    2. The gateway responds by confirming that it has received the transaction.
    3. The Salesforce platform creates a pending transaction.
    4. The Gateway sends a notification with the final status of the transaction.
    5. The platform then updates the pending transaction status according to the gateway's notification response.

SOM customization best practices

To apply customization to the SOM and get its best performance:

He does:

  • Augment your code: Training your code to efficiently handle multiple records at once is a process of augmenting it.
  • Querying Large Datasets Salesforce has a management limit on the number of records SOQL queries can return, which is 50,000. A SOQL looping query should be used if you are working with large datasets that exceed the heap size limit.
  • Use SOQL for loops. We can use our query directly as an iterable variable in our for loop instead of assigning our query results to a variable. This leads to some behind-the-scenes modifications to the way the query is executed. Allowing the results to be divided and treated with much more efficiency and transparency, preventing us from reaching the limits of the heap.
  • Use of SObject Map when we need to retrieve record values ​​based on SObject records in a loop of different SObjects. If yes, we can get the values ​​using Map of SObjects and avoid using SOQL in "for" loop.
  • Use database methods when doing DML operations.
  • Reuse Apex code if you can, and break larger methods into smaller methods to make your code more modular and easier to read and maintain. Writing scalable, reusable code that can be used in another feature or module is an important Apex Code best practice. Creating generic code will allow it to be reused with minimal changes.
  • Code Test Coverage When we want to get Apex code into production, Salesforce requires us to have at least 75% code coverage.
  • Write a trigger per object per event. The purpose of Salesforce Apex triggers is to help you automate certain processes. You can perform unique actions before and after Salesforce events using Apex triggers. A best practice when writing Apex triggers is to build a trigger for each object.
  • Use Asynchronous Apex Apex written using an asynchronous method obtains a unique separate set of constraints from the controller's upper end.


  • Avoid looping DML/SOQL queries. Some of the most expensive activities we can perform with Salesforce Apex include SOQL and DML, both of which have strict regulatory restrictions. Given how easily and unintentionally we can cross these boundaries, especially when it comes to triggers, piling them up in a loop is a recipe for disaster.
  • Avoid hard-coding IDs in Apex programming, avoid hard-coding IDs. Apex code deployment between sandbox and production can fail if the ID is different.
  • Don't mix Apex, process builders, workflow rules and record-driven flows based on the requirements of the business and the Salesforce team supporting it, all installations should have an automation plan. Generally speaking, you should choose an automation tool for each item. One of the many unavoidable situations in legacy organizations is mixing Process Builder and record-triggered flows with Apex triggers or, more recently, Process Builder and auto-triggered flows/processes.


Does Salesforce have an order management system? ›

Order Management is your central hub for handling all aspects of the order lifecycle, including order capture, fulfillment, shipping, payment processing, and service.

Does Salesforce have an OMS? ›

Salesforce Order Management provides live chat customer support to assist our customers in setting up their OMS. Plus, customizing your OMS to suit your needs is as easy as dragging and dropping the features you want.

What is order management system in ecommerce? ›

Built for retailers, an order management system (OMS) is a technology that helps track orders across commerce channels. The system helps with order processing and order fulfillment.

What is the difference between OMS and CRM? ›

A customer relationship management (CRM) is a tool that handles customer data like contact information and past purchases. On the other hand, an order management system (OMS) tracks orders and automates order management tasks.

How do I enable order management in Salesforce? ›

1. From Setup, in the Quick Find box, enter Order Settings, and then select Order Settings. 2. Select Enable Orders, Enable Negative Quantity, Enable Zero Quantity, and Enable Enhanced Commerce Orders.

Is CPQ part of order management? ›

CPQ software includes features such as product and pricing configuration, quote generation, and order management.

What are the benefits of Salesforce OMS? ›

An OMS makes it easy for businesses to align orders across different sales channels and make order tracking easy. With the strength of the Salesforce platform, you get all the benefits including flexibility, trust, scalability, dashboards, and reports.

Is OMS an ERP system? ›

While ERPs are comprehensive solutions designed to manage various aspects of business operations, OMS serves a specific purpose in optimizing order-related processes. The OMS acts as the system of record for inventory availability and, ultimately, what you will present on your website to the customer.

Does Salesforce have a knowledge management system? ›

Give your website visitors, clients, partners, and service agents the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it's needed.

What are the advantages and disadvantages of OMS? ›

The most significant order management system advantage is its ability to optimize the order fulfillment process. The main disadvantages of such systems are high initial costs and system complexity. A distributed OMS is a software solution that can streamline order fulfillment in businesses with multiple locations.

What are the 4 types of ordering system? ›

In Inventory Management Explained you will learn: Basic ordering systems including Periodic Review, Fixed Order Point, Min-Max, and Multi-bin systems.

How do you choose an order management system? ›

When considering an order management system, start by looking at your existing process and the tasks that make up each step. Go over your entire order management process and see how things work so you can make a list of what business functions you are currently performing.

What is the difference between order management system and ERP? ›

ERP vs. OMS. While an ERP can be configured to manage functions similar to OMS, including storing, reporting, and routing orders, an OMS software is mainly designed for managing orders. ERPs uses include being a general back-office solutions to handle supply chain, accounting, HR, wholesale, manufacturing, and more.

How do I install Order Management in Salesforce? ›

How to enable Orders?
  1. Click Name | Setup | App Setup | Customize | Orders | Settings.
  2. Select Enable Orders check-box.
Jul 20, 2019

What is Salesforce Commerce cloud? ›

What is Commerce Cloud? Commerce Cloud​ is the world's leading B2C and B2B commerce solution. Commerce Cloud is a multi-tenant, cloud-based commerce platform that empowers brands to create intelligent, unified buying experiences across all channels — mobile, social, web, and store.

What is Salesforce B2C commerce cloud? ›

Salesforce's leading B2C ecommerce solution maximises conversions across all digital channels — online, mobile, social, and more. Our digital commerce platform simplifies the way brands create, launch, and maintain multiple sites by using a single system to manage all customer engagement channels.

Is CPQ part of commerce cloud? ›

Use the CPQ B2B Commerce Cloud Connector to synchronize product and pricing data. The CPQ B2B Commerce Cloud Connector is an unmanaged package from Salesforce Labs. It allows B2B Commerce and CPQ customers to configure or customize functionality. Sync products, pricing, quote requests, and orders in both clouds.

What are examples of order management systems? ›

The Best Order Management Systems
  • Quickbooks Commerce.
  • Brightpearl.
  • Skubana.
  • Freestyle Solutions.
  • Odoo.
Oct 27, 2020

Is CPQ a Salesforce cloud? ›

Salesforce CPQ gives your sales team easy to use software, available on any device due to it's cloud based platform. Hosted within the Sales Cloud platform giving you a direct link with your CRM to make the most impactful sales decisions.

What is the most important feature of an OMS? ›

An order management system should have a customer database feature. It's difficult for businesses to sell their products without an accurate idea of what's available. While having a separate inventory management system is wise, it's important for online retailers to integrate that solution with their OMS in some way.

Why do you need an OMS? ›

An OMS helps you organize and automate key parts of the purchasing/fulfillment processes for you and the customer. After an order is placed and a delivery method is selected, an automated process is triggered for fulfillment.

Who uses OMS? ›

Retail – Large retail companies use OMS to keep track of orders from customers, stock level maintenance, packaging and shipping and to synchronize orders across various channels. For example, if a customer orders online and picks up in store. Pharmaceuticals and healthcare.

What is the difference between OMS and inventory management? ›

Whereas WMS focuses on all the transactions within a warehouse and keeps track of inventory by receiving and processing orders against inventory, OMS platforms are versatile enough to manage inventory levels and orders on all sales channels.

What are OMS tools? ›

An OMS is a computer software system that automates tracking the number of sales, orders, inventory, and fulfillment. Some of these solutions can also help brands monitor people, processes, and partnerships.

What is OMS framework? ›

Abstract The Object Modeling System (OMS) is a modeling framework that uses an open- source software approach to enable members of the scientific community to collaboratively address the many complex issues associated with the design, development, and application of distributed hydrological and environmental models.

What systems integrate with Salesforce? ›

Tool NameTool TypeKey Benefits
CommercientIntegrationOffers over +60 pre-programmed integrations
BoomiIntegrationHighly flexible and adaptable
JitterbitIntegrationConnects with over 1000 applications
MuleSoftIntegrationAbility to integrate several apps at the same time
8 more rows
May 18, 2023

What CMS does Salesforce use? ›

Salesforce CMS is a hybrid content management system (CMS) where you can create, edit, organize, and manage digital content from a centralized location.

What is the difference between Salesforce knowledge and Salesforce CMS? ›

It is the structure or blueprint, or template of the content. Salesforce Knowledge is a standard object in Salesforce, allowing you to create a new Article Record Type from within the Salesforce setup. Salesforce CMS comes with Document, Image, and News content types.

What are 3 disadvantages of open source operating systems? ›

Disadvantages of open source software
  • The difficulty of use. Some open source applications may be tricky to set up and use. ...
  • Compatibility issues. ...
  • Liabilities and warranties. ...
  • Hidden costs.

What does the OMS stand for? ›

Order Management System (OMS)

What are the disadvantages of open system management? ›

Potential Problems: Processing Power: Open systems may not be able to deliver the processing power and speed needed to handle large, complex applications, such as a company's financial programs. Change: It's never easy to change.

What are the four rules of order management? ›

Commit - Make the promise to deliver. Produce - Manufacture or acquire the product. Deliver - Get the product to the customer. Respond - Provide information throughout the order cycle.

What are the five major outputs of order management? ›

The five outputs from order management that influence customer service, customer satisfaction, and profitability are: (1) product availability, (2) order cycle time, (3) logistics operations responsiveness, (4) logistics system information, and (5) postsale logistics support.

What are the six steps in the order management process? ›

The 6 stages of order management
  • Receiving. The order management process kicks off when a customer places an order with your business through any of your active channels. ...
  • Picking. Picking is the second stage of order management and the first of two steps related to order fulfillment. ...
  • Packing. ...
  • Shipping. ...
  • Tracking. ...
  • Following up.
Jan 14, 2021

How do orders work in Salesforce? ›

An order is an agreement between a company and a customer to provision services or deliver products with a known quantity, price, and date. Your Salesforce admin determines whether you add orders to contracts or accounts.

What are 6 benefits of Salesforce? ›

The Top 7 Benefits of Salesforce
  • Better Time Management. Time management is a huge benefit of Salesforce and one of the best ways to allow a business to grow and thrive. ...
  • Ultimate Accessibility. ...
  • Increased Revenue. ...
  • Greater Customer Satisfaction. ...
  • Simple Account Planning. ...
  • Trusted Reporting. ...
  • Improved Team Collaboration.
Dec 23, 2022

What is order fulfillment in Salesforce? ›

The order fulfillment process streamlines the allocation, assignment, picking, packing, and shipment of order items. Fulfillment Processes and Flows. Order Management includes an unmanaged package containing sample flows and processes.

Can you track orders in Salesforce? ›

Order Tracking

After you submit your orders, you stay informed about them by tracking their status. In the COA, load the Service Orders page to see a list of orders and their current statuses (2). You can open the Order Details page for a single order by clicking on a Service Order ID (1) in this list.

Can you create an order in Salesforce? ›

You can create an order from the Orders tab and then manually add the associated account and contract. But if you create an order directly on an account or contract via its Orders related list, no extra step is required.

What app keeps track of online orders? ›

Route connects with millions of online stores and over 600 shipping carriers worldwide, including Amazon, FedEx, UPS, USPS, DHL, and more. Get shipping notifications that give you real-time status updates on any delivery!

How do I create an order record in Salesforce? ›

Create an Order
  1. Under Tasks, tap the create order item.
  2. Do one of the following: Tap Add All Products to Cart. ...
  3. Enter the quantity to order, and add it to the cart. ...
  4. Review the cart and verify the quantity, product value, and total order value.
  5. Tap Confirm Order.

How do I view orders in Salesforce? ›

View Order History
  1. From the Navigation bar, open the Order Summaries list view page.
  2. Select the order summary number, and open the corresponding order summary record. ...
  3. Open the Feed tab.
  4. View order activity and comments.
  5. If an activity includes a record link, click the link to see more details.

Is there an order object in Salesforce? ›

Salesforce Order object is used to automate an organization's post deal process. You can create an Order using either Account or Contract in Salesforce, and then track order information using Orders tab.

What is the difference between opportunity and order in Salesforce? ›

To sum it up, then, an opportunity represents a potential sale, while an order is used to record a finalized deal, and they can be used separately or in tandem, depending on your business needs.

How do I contract an order in Salesforce? ›

To contract your order, select Contracted on your order record, and then save your changes. The order must be related to a CPQ quote containing the subscription lines that you want to contract. By default, Salesforce CPQ creates a contract for each group of subscription order products with matching end dates.

Why do we need order management system? ›

Order management handles everything from receiving the order to delivery and post-delivery customer service relations. Without order management, a business can easily become overwhelmed by orders or struggle to fill them correctly.

How do you use order management system? ›

The typical order process that an OMS can help you manage starts with a customer placing an order. If the payment is successful, the warehouse receives the order. It's then picked, packed, and shipped to the customer. The order process can also include measuring process efficiency and customer satisfaction.

How does order management system works? ›

An order management system is a software application that automates the entire process of managing orders. It allows you to manage your inventory, sales, and customer information in one place, so you can easily access all this data from anywhere at any time.


1. Salesforce Commerce Cloud: PWA Kit & Managed Runtime Demo | Salesforce
(Salesforce Product Center)
2. Why do Businesses need Salesforce Commerce Cloud to thrive in the market? | Cloud Odyssey |
(Cloud Odyssey)
3. Commerce Cloud: B2C Headless Commerce Enhancements | Salesforce Product Center
(Salesforce Product Center)
4. Orckestra's API-based omnichannel order management and store fulfillment solution
(Orckestra - Powered by mdf commerce)
5. Empower seamless collaboration in order management solutions
(Microsoft Dynamics 365)
6. Thomas Theunen - Me, Myself and Headless: A composable Commerce Cloud Story


Top Articles
Latest Posts
Article information

Author: Prof. An Powlowski

Last Updated: 05/14/2023

Views: 5731

Rating: 4.3 / 5 (44 voted)

Reviews: 91% of readers found this page helpful

Author information

Name: Prof. An Powlowski

Birthday: 1992-09-29

Address: Apt. 994 8891 Orval Hill, Brittnyburgh, AZ 41023-0398

Phone: +26417467956738

Job: District Marketing Strategist

Hobby: Embroidery, Bodybuilding, Motor sports, Amateur radio, Wood carving, Whittling, Air sports

Introduction: My name is Prof. An Powlowski, I am a charming, helpful, attractive, good, graceful, thoughtful, vast person who loves writing and wants to share my knowledge and understanding with you.