Components installed with Order Operations Case Management

Several types of components are installed with the Order Operations Case Management application, including tables, roles, and service definitions.

Tables

The Order Operations Case Management application adds the following tables.

Table 1. Order Operations Case Management tables

Table	Description
Order Case [sn_order_case]	Stores order case records. This table extends the Case [sn_customerservice_case] table. Records in the Order Case table use the prefix ORDCS.
Order Case Line [sn_order_case_line]	Stores the case line items created for order cases. This table extends the Case Line [sn_case_line] table. Requesters and fulfillers can use this table to capture the orders and order lines as line items on an order case for which they want to request order changes, resolve disputes, or make inquiries. Records in the Order Case Line table use the prefix ORDCSL.

The Order Operations Case Management application also uses the following tables from the Case lines and workflows application.

Table 2. Case lines and workflows tables

Table	Description
Case Line [sn_case_line]	The Case Line table stores case line item records. This table extends the Task table. The prefix for case line records is CSL.
Case Line Characteristic [sn_case_line_characteristic]	The Case Line Characteristic form displays details about a case line item on a case record. The prefix for case line characteristic records is CSLC.
Case Line Task [sn_case_line_task]	The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table. The prefix for case line task records is CSLTASK.

Roles

The Order Operations Case Management application includes roles that provide access to order cases and order case line items. It also updates some existing roles to provide this same access.

Table 3. Order Operations Case Management roles

Role	Description	Includes roles
Order case agent [sn_order_case.agent]	Provides create, read, and update access to: Order cases Order case line items Case line characteristics Order case tasks Order case line tasks Provides read access to: Orders Order line items Order line characteristics	sn_customerservice_agent sn_order_case.creator sn_order_case.writer sn_order.navigation_menu sn_order_case.delete
Order case agent manager [sn_order_case.agent_manager]	Provides create, read, and update access to: Order cases Order case line items Case line characteristics Order case tasks Order case line tasks This role can also override agent actions.	sn_customerservice_manager sn_order_case.agent sn_order_case.report_viewer
Order case viewer [sn_order_case.viewer]	Provides read access to the following records: Order cases Order case line item s Case line characteristics	sn_case_line.characteristic_viewer
Order case creator [sn_order_case.creator]	Provides create access to the following records: Order cases Order case line items Case line characteristics	sn_order_case.viewer sn_case_line.characteristic_creator
Order case writer [sn_order_case.writer]	Provides write access to the following records: Order cases Order case line items Case line characteristics	sn_order_case.viewer sn_case_line.characteristic_writer
sn_order_case.delete	Provides delete access to order cases and case line items. Note: Once a case has been submitted, only users with the admin role can delete an order case or case line items.	sn_order_case.viewer sn_case_line.characteristic_delete
Order case report viewer [sn_order_case.report_viewer]	Report viewer role for the Order Case and Order Case Line tables. This role can view reports for order cases.
sn_order_case.navigation_menu	Provides access to Order case navigation menus.
sn_caseline_characteristic.viewer	Provides read access to case line characteristic records if the user has access to the case line items.
sn_caseline_characteristic.creator	Provides create access to case line characteristic records if the user has access to the case line items.	sn_caseline_characteristic.viewer
sn_caseline_characteristic.writer	Provides update access to case line characteristic records if the user has access to the case line items.	sn_caseline_characteristic.viewer
sn_caseline_characteristic.delete	Provides delete access to case line characteristic records if the user has access to the case line items.	sn_caseline_characteristic.viewer
sn_caseline_characteristic.report_viewer	Report viewer role for the Case Line Characteristic table.
Case task agent [sn_customerservice.case_task_agent]	This role provides access to case tasks and related case information. For the Order Operations Case Management application, when a case line task is assigned to a case task agent, that agent has read access to the following records: Order case Order case line item Case line characteristic When a case line task is assigned to a case task agent, the agent's name and assignment group are added to the Contributor Users and Contributor Groups fields on the Order case record. If the Assigned to field on the case line task record changes, these fields are updated.	sn_customerservice.customer_data_viewer sn_customerservice.csm_workspace_user sn_customerservice.case_contributor_editor

Service definitions and service definition categories

The Order Operations Case Management application provides the following order case service definitions. These service definitions belong to the Orders service definition category, which stores services for order-related issues. When creating a case, agents can select the desired service definition in the case type selector.

Note:

The system administrator needs to activate these service definitions. Navigate to All > Customer Service > Administration > Service Definitions and filter the list to show service definitions from the Order Case [sn_order_case] table.

For more information about service definitions and categories, see the following topics:

• Service definitions
• Service definition categories

Table 4. Order case service definitions

Service definition	Description
Sales Order Change Request	Request a change to sales order lines on a single order or multiple sales orders. Type: Post Sales Table: Order Case [sn_order_case] Products: All Service definition category: Orders
Sales Order Dispute	Dispute an entire order or specific order lines on an order. Type: Post Sales Table: Order Case [sn_order_case] Products: All Service Definition Category: Orders

Special handling notes configuration

The Order Operations Case Management application includes a configuration for special handling notes on the Order Case table [sn_order_case]. To view this record, navigate to Special Handling Notes > Configuration.

The configuration for the Order Case table includes the following related fields:

• Account
• Contact
• Product Model
• Sold Product
• Install Base
• Assigned to

This configuration includes a condition that creates special handling notes for order cases that have a priority of P1 - Critical. It also includes the following information:

• Short description: Urgent issue reported.
• Message: This case is set as critical. Follow up immediately.

For more information, see Special handling notes.

Order case archive rules

The Order Operations Case Management application includes archive rules that archive older order cases.

Table 5. Order Operations Case Management archive rules

Archive rule	Description
Archive Order Case	This rule archives order case records that have been closed for more than 2 years. Archiving these order case records also archives the following records: Order case tasks Order case lines Case line characteristics Order case line tasks
Archive Order Case Line	This rule archives order case line records that have been closed for more than 2 years. Archiving these order case records also archives the following records: Case line characteristics Order case line tasks

Order case records that have been archived for more than 5 years are deleted. Deleting these records also deletes the following records:

• Order case tasks
• Order case line items
• Case line characteristics
• Order case line tasks

Order case workflows

The Order Operations Case Management application includes subflows that provide the mapping between a customer order and an order case. These subflows are used when an agent creates an order case from a customer order.

These subflows create the data mapping between two different entities: 1) the customer order and 2) the order case. For example, when mapping a customer order to order case line items, the entities share some fields such as Account, Contact, and Contract. The data mapping copies these field values from the customer order to the order case line items on the order case.

• If an order case is created by selecting Create case from a customer order:
  • The Scope of request is set to Multiple orders.
  • The mapping copies the data from the selected order headers to create order case line items.
• If an order case is created by selecting Create case from the Order Line Items list on a customer order.
  • The Scope of request is set to Specific line items, Single order.
  • The mapping copies the data from selected order lines to create case line items as well as copies the order line characteristics to case line item characteristics.

Subflows:

• Primitives - Order to order case for multiple request
  • Inputs: Order IDs, Order Case ID
  • Action: Create Case Line Item - Multiple Request

    Creates an order case line item on the order case based on the customer order.

• Primitives - Order to order case for single request
  • Inputs: Order ID, Order Case ID, Selected IDs
  • Action: Create Case Line Item - Single Request

    Creates order case line items based on the selected order line items from the customer order.

To view these subflows, navigate to All > Process Automation > Workflow Studio and select Subflows on the Workflow Studio homepage.