Using Self-Service Order Entry and Order Status

This chapter lists prerequisites and discusses how to:

Enter self-service orders.
Track self-service orders.

Prerequisites

The PeopleSoft Order Management self-service features enable customers to enter and track orders. Although the pages are designed for external people who access the system, customer service representatives (CSRs) can also use the self-service Sales Order Entry component by clicking the Express Order Entry link in the left-hand navigation or on the CSR Desktop page. Self-service order tracking uses the same pages as the CSR version, but the functionality is limited. These components are simplified versions of the Order Entry Form component and the Order Tracking component.

You must set up customers as external contacts before they can use the self-service features. Establish self-service contact information in the Contact Information component.

Note. The Self-Service Sales Order permission list (EPOM1100), which is attached to the Customer role, is delivered in sample data.

To set up customers as external contacts:

On the Contact page in the Contact Information component, set the Contact Flag field to External.
On the Contact User Profile page, create a user profile.
1. Enter a user ID and a password, and then confirm the password.
2. Select the EPOM1100 process profile and EPOM1100 permission list tables.
3. Select the Customer (case-sensitive) role.
  
  Note. Entering the user profile information here automatically inserts appropriate data into the PeopleSoft security tables.
On the Contact Customer page, assign the contact to appropriate customers.
On the Self Service Security tab, establish customer-level security options.
If you are creating a new user profile, define the default PeopleSoft Order Management business unit and default order group for the user ID.

On the Common Definitions User Preferences page, select Orders — Sales and then enter the default business unit value.

See Also

Maintaining Contacts

Entering Self-Service Orders

This section provides an overview of self-service order entry and discusses how to:

Enter self-service orders.
Enter payment information.
Enter header notes.
Copy from purchase history.
Enter line details.
Confirm orders.
Submit orders.
Change orders.

Understanding Self-Service Order Entry

The Self-Service Sales Order Entry component resembles the Order Entry Form component, but it is less complicated. This component is designed for brokers and other salespeople who are comfortable with sales order entry.

Header, line, and summary information appear on the Sales Order Entry page. Links on this page enable users to access shipping information, update payment information, and print notes on the order acknowledgement, picking plan, packing slip, bill of lading, and invoice. Once all the necessary information is complete, users can view an order confirmation page where they can either modify the order or submit it. After a user submits the order, the order status changes to Open. Users can also cancel or change an order after it has been submitted. When a user cancels an order or order line, PeopleSoft Order Management first checks with PeopleSoft Inventory to ensure the order is eligible for cancellation before the system cancels the line. For partial-shipped order lines, the quantity is adjusted to match the shipped quantity, but the line is not canceled.

Most order processing (defaulting, pricing, freight, estimated shipments, tax, buying agreements, reservations, automatic sales order processing, and so forth) is the same as for the Order Entry Form component. The component enables the self—service customer to:

Create, view, and update orders only for customers associated with the contact ID associated with their user ID.
Change the unit price for an order line only if these conditions are met:
- The contact associated with the user ID is tied to a broker customer ID (the Broker Customer option on the customer General Info page must be selected).
- The broker customer is associated with the sold to customer that appears on the sales order (the broker customer acts as a broker for the sold to customer).
Edit only order lines, not schedules.
Override the ship to address but not the sold to address.
Enter payment and credit card information.
Create order header and order line notes.
Copy orders or order lines from purchase history.
Print a copy of the sales order or send an email notification.

Note. The self—service customer must enter a reason code when changing the unit price.
Edit only these fields:
- On the order header: Sold To, Requested Arrival Date, Requested Arrival Time, Customer PO (customer purchase order), and Payment Method.
- On the order line: Product ID, UOM (unit of measure), Quantity, Requested Ship Date, Requested Ship Time, Requested Arrival Date, Requested Arrival Time, Customer PO, Customer PO Line, Ship-to Customer Ship-to Location, Ship-To Address, Carrier ID, Ship Via, Freight Terms, Partials, Ship Prior, Cancel Backorder.

See Also

Introduction to Sales Order Entry

Maintaining Order Header and Line Information

Maintaining Order Schedule Information

Pages Used to Enter Self-Service Orders

Page Name	Object Name	Navigation	Usage
Sales Order Entry	ORDENT_FORM_LN_SS	Order Management, Quotes and Orders, Express Order Add/Edit Click the Go To Express Order Add/Edit link from the CSR Desktop page. Customer Portal, Order Management, Create/Update Order	Enter self-service sales orders, including header and line information.
Sales Order Entry - Shipment Information	ORDENT_SHIPMENT_SS	Click the View Shipment Information link on the Sales Order Entry page.	View shipping information for all lines on the sales order.
Sales Order Entry - Payment Option	ORDENT_PAYMENT_SS	Click the View or Change Payment Option link on the Sales Order Entry page.	View payment information for an order. If the order is new, you can change the payment option.
Sales Order Entry - Order Header Notes	ORDENT_HDR_NOTE	Click the View or Change Order Notes link on the Sales Order Entry page.	Associate predefined standard notes or add custom notes to the order header. You can print these notes on the order acknowledgement, invoice, bill of lading, and packing list.
Sales Order Entry - Order Line Detail	ORDENT_LINE_DTL_SS	Click the Show Details button for a line on the Sales Order Entry page.	View and enter information for an order line.
Sales Order Entry - Ship To Address Override	ORDENT_ADDRSHP_LN	Click the Address Override link on the Sales Order Entry - Line Detail page.	Override the ship to customer address for an order line.
Sales Order Entry - Select/Copy From Purchase History Sales Order Entry - Purchase History Search	ORDENT_CPYPH_SS	Click the Copy From Purchase History button on the Sales Order Entry page.	Copy order lines from previous orders by selecting one or more lines and clicking Copy. Note. Click the Purchase History Search link to search for orders by order number, order date, or product.
Sales Order Entry - Order Change Confirmation	ORDENT_CHANGES_SS	Click the Continue button on the Sales Order Entry page, if you changed the order.	View and confirm any changes made to an existing order.
Sales Order Entry - Order Confirmation	ORDENT_CONFIRM_SS	Click the Continue button on the Sales Order Entry page.	Confirm that a new order is correct.
Order Submitted	ORDENT_CONFIRM_SS	Click the Submit Order button on the Sales Order Entry - Order Confirmation page or the Sales Order Entry - Order Change Confirmation page.	Submit the order for fulfillment processing, print a copy of the order, send an email notification with the order information attached, update the order, or add a new order.
Send Notification	OM_WF_NOTIFY_SS	Click the Send Notification button on the Order Submitted page.	Create an email and send it with the order.

Entering Self-Service Orders

Access the Sales Order Entry page.

Common Information

Cancel Order	Appears only if the order already exists.
Copy from Purchase History	Click to access the Select/Copy from Purchase History page.

Order Header

Order Status	The default value is Pending. When the order is submitted, the status changes to Open.
View Shipment Information	Click to access the Shipment Information page.
View or Change Payment Option	Click to access the Payment Option page.
View or Change Order Notes	Click to access the Order Header Notes page.

Order Lines

Quantity Shipped	If the product has shipped, the quantity appears.
Quantity Available	Displays the quantity available in the ship from PeopleSoft Inventory business unit.
	Click the Configure button to select product options. The button appears only if the product is configured.
	Click the View Configuration Results button to view the details of the configured product. The button appears only if the product is configured.
	Click the Cancel Line button. The Status changes from Pending to Canceled.
Price Order	Click the button to price the order.

Order Total

Order amounts appear for the entire order, including adjustments, freight charges and freight tax, and other tax.

Continue

Click to access the Order Confirmation page.

Entering Payment Information

Access the Payment Option page.

Customer PO (customer purchase order)

Automatically populated from the Sales Order Entry page. You can enter a value for a new order.

Confirming PO Received (confirming purchase order received)

Selected if you've received a copy of the purchase order.

Bill To

Name and Address

Displays information for the bill to customer. This information cannot be changed.

Payment Method

The fields in this region differ depending on whether the payment method is on account or credit card. The fields also behave differently for new and existing orders. If the order is new, the customer can change the payment method and also change the credit cards used to pay for the order. For existing orders, the payment method is unavailable.

On Account

Automatically populated from the bill to customer. If this option is selected, the payment terms appear. They cannot be changed.

Credit Card

The option to use a credit card is populated from the bill to customer. Credit card information must also be established in the Contact Information component.

Use Stored Credit Card and Edit Credit Card

These buttons appear depending on the:

The Edit Credit Card button appears if the customer wants to change the information for the stored credit card. After clicking the button, the customer can enter a new credit card or edit the existing credit card by using the rest of the fields.

The Used Stored Credit Card button appears if the customer has changed the credit card information and wants to use the default credit card.

Entering Header Notes

Access the Order Header Notes page.

Notes can be predefined or custom.

Use Predefined Standard Note	Select to choose from predefined notes in the Note field. These notes are established on the Standard Notes page. The Note Type and Note Text, and Documents to Print The Note On fields are populated and can't be changed.
Note Type	For custom notes, select from a list of values defined on the Note Types page. For predefined notes, the value appears automatically.
Note Text	Enter up to 254 characters for the note. For predefined notes, the note text appears automatically.
Order Acknowledgement, Bill of Lading, Invoice, and Packing List.	For custom notes, select the print locations.
Add New Note	Click to add a new predefined note or a custom note.

Copying From Purchase History

Access the Select/Copy from Purchase History page.

Select	Select the lines that you want copied to the order.
Copy	Click to add the lines that are selected to the order.
Cancel	Click to cancel the search page.
Purchase History Search	Click to search for orders by order number, order date, or product.

Entering Line Details

Access the Order Line Detail page.

Note. If the line has been shipped, only the quantity can be updated.

Requested Dates

Requested Dates

Changing these values updates the Scheduled Dates fields.

Ship To

Address Override

Click to change the ship to address for the line on the Ship To Address Override page.

Ship Options

The same restrictions apply as in the Order Entry Form component.

Line Notes

The fields are the same as those on the Order Header page. The line notes apply to each individual line.

See Entering Header Notes.

Confirming Orders

Access the Order Confirmation page.

Review the order before it is submitted.

	Click the Print button to print a copy of the order. The order can be printed in a Web Friendly Page or a Print Friendly Page format.
Status	The status is changed from Pending to Open after the order is submitted.
Submit Order	Click to access the Order Submitted page.
Return to Sales Order Entry	Click return to the order and make changes.

Submitting Orders

Access the Order Submitted page.

	Click the Print button to print a copy of the order. The order can be printed in a Web Friendly Page or a Print Friendly Page format.
Send Notification	Click to access the Send Notification page and create an email and send it to the person defined as the contact. The system sends a link to the sales order and also sends a copy of the sales order in text format.
Status	After the order is submitted, the status changes to Open.
Change this Order	Click to access the Sales Order Entry page and make changes to the order.
Add Order, Same Customer	Click to access the Sales Order Entry page and enter a new order.
Add Order, New Customer	Click to select a customer for a new order.

Changing Orders

Access the Order Change Confirmation page.

The page displays the changes to the order.

Submit Order

Click to submit changes and access the Order Submitted page.

Tracking Self-Service Orders

This section provides an overview of self-service order tracking and lists the pages used to track self-service orders.

Understanding Self-Service Order Tracking

The self-service Order Tracking component enables external customers to view sales order fulfillment status and details. The self-service Order Tracking pages are similar to the internal Order Tracking pages, but navigation from the tracking page is limited. Self-service order tracking differs from regular order tracking in these ways:

Self-service users have default to the basic search criteria.
Self-service users can only view orders for the customer IDs associated with their user IDs.
Self-service users do not see the Credit and Conversations links in the results grid on the Order Tracking page.
Self-service users can only view and change order detail through the Self-Service Order Entry component.

They cannot navigate to other areas in the system.

See Also

Tracking Orders

Pages Used to Track Self-Service Orders

Page Name	Object Name	Navigation	Usage
Order Tracking - Search	ORDER_TRACK_SRCH	Click the Go To Order Track link from the CSR Desktop page. Customer Portal, Order Management, Track Order	Establish order tracking search criteria.
Order Tracking	ORDER_TRACKING	Click the Search button on the Order Tracking - Search page.	Track an order or group of orders through the fulfillment cycle.

Customer PO (customer purchase order)	Automatically populated from the Sales Order Entry page. You can enter a value for a new order.
Confirming PO Received (confirming purchase order received)	Selected if you've received a copy of the purchase order.