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Salesforce CPQ Order types - An Introduction

While leveraging Salesforce and CPQ apps for an eCommerce kind of order capture and fulfillment journey, we often come across several concepts which a typical Salesforce sales cloud or service cloud consultants and developers might not be very comfortable with, I have seen several CPQ implementation projects involve a deeper learning and understanding of the sub-domain itself.  This article attempts to introduce some of the basic definitions in the order management world, which one has to be aware of!  This will help in solution-zing and executing a CPQ oriented projects.


Types of Orders



ADD Order or Install Order is mostly referred to as a New Provide that means a fresh new order for a customer. Add Order is also sometimes referred to as an order in which a new product is added to the existing subscription of a customer. 



     As the name suggests MODIFY order / CHANGE order is an order created in system when there is any change with respect to quantity, no of users, no of licenses, bandwidth, volume limits or any other technical / commercial attributes in a product under an existing subscription. 



This is not exactly an order but a process, which allows the Agents to make changes in the ongoing order (of any type - ADD / CEASE / Modify) which has passed the point of no return in the E2E order fulfillment journey but not yet activated. 



Cancellation is a process of cancelling an ongoing order before the Point of No-Return.  (E.g. User has placed an Order for Broadband connection and the Communication provider has just started Feasibility check while the End customer requests to CANCEL his/her order).



Cease orders are used to cease (stop / terminate) the existing active subscription of a customer when the customer decides to discontinue an active service. 



Suspension as the term indicates is a temporary disconnection associated with Start/End date with the suspension reason. Suspension can be due to non-payment of bills/invoices or End customer is temporarily out of station and hence requested to keep the Asset (or even an on-going order) under Suspension with future resumption date.



Cancellation is a process of cancelling an ongoing CEASE order before the Point of No-Return. (E.g. End customer requested a Termination of his Asset however before the termination could be completed, End customer has requested to keep the Connection / product intact and not to terminate/cease).



      Move order is the process of moving the subscriptions/services to a different or same Installation Address. However, the account (customer) is the same, which means you are moving the services to a different installation address for the same customer. 



Takeover is the process of moving the subscriptions/services a customer (Account: Source) has to some other customer (other Account: target). Thus, the subscriptions and service are taken over. Each customer is associated with a number of Billing Accounts. Hence, there is Billing Account change as well (when Customer is changed).

E.g., Takeover orders are administration orders that are initiated when the customer wants to change the Account of an active subscription. For Example, today I am staying in Paris 31/802 on rent and tomorrow Mr. X replaces me now in order to get the name changed on the bill/system and the linked billing account, I will inform the service provider that Mr. X has taken over my subscription.  In such a case, a takeover order will be initiated in the system by an advisor where he/she will change the customer account and the billing account of an active subscription. If the new customer account does not exist, it shall be created prior initiation of the takeover.



Invoice switch is a process of only changing the Billing Account (Consider an Enterprise Customer having multiple billing accounts) of the Subscriptions/Services keeping the Account/Customer same.

For Ex, if company decides to pay my bill, I will ask for an Invoice Switch to the company billing account J. In this case the subscription is still registered on my name but the bill is paid by another customer i.e. Infosys.


     Apart from above basic definitions, kindly note below processes / activities are quintessential aspects while dealing with any kind of Orders.


1.      Technical Intervention involved for these orders.

2.      Onsite Visit involved.

3.      Behavior of promotions for these orders.

4.      Impact on the bill.

5.    Level of access for these orders. (Not everyone can initiate every kind of order in system. This becomes an important aspect when designing the security model in CRM) 


       Dear readers, plz share any advanced order types you might have seen in your engagements. Thanks for knowledge sharing.

The latest news I heard was coming Feb 2020, Salesforce is making Integrated order management system GA ...  


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