Executing the Order Handling Solution Scenario

The Order Handling Solution Scenario demonstrates the process of checking whether a customer order can be provisioned for the Wireless or Mobile product that is ordered.

A Customer Service Representative can execute the Order Handling Solution Scenario by logging on, initiating a request, providing details using forms, and submitting the data for processing. A Business Manager can view and analyze information using the various graphs and diagrams displayed in the reports generated.

Note: Some of the fields, used in the forms, for this Solution Scenario are programmed using basic validations. You can verify the validation for the field by moving the mouse pointer over the field.
Table 1. Tasks to roles mapping
Roles Order Entry widget All reports Process instance widget
Customer Service Representative Yes N/A N/A
Business Manager N/A Yes Yes

The roles for the Solution Scenario are given in the following table.

Table 2. Roles and users mapping
Group User User ID Password
Customer Service Representative Jay Walk tc_jay password
Business Manager Martha Green tc_martha password

Ensure that the following prerequisites are complete before you execute the Solution Scenario.

Step 1: Accessing the Order Handling Business Space

When using Business Space to view the Solution Scenario execution, you need to log in to the Business Space. This involves providing login details and viewing various pages that are part of the Order Handling space.

Procedure

  1. Open the Business Space portal.
  2. Log on to Business Space with the User ID as tc_jay and Password as password.
  3. Click Go to Spaces.
  4. Click Order Handling Space.

Step 2: Creating an order request

After logging on to the Order Handling space, an order request can be created for a customer. The creation of this request involves accepting the customer details and selecting a product for the customer.

Step 2.a: Searching an existing customer

The Customer Service Representative searches for an existing customer and retrieves the details for the customer. The customer details are to be provided in the Search Customer form available on the My Tasks page in the Order Handling space. This form can be used for providing details for an existing as well as new customers. The Search Customer form provides three options to search the details of an existing customer. You can search the customer using the Customer Name or the alternate information, such as fixed line phone number or Order Id. The customer details are stored and retrieved from the database for the Order Handling Solution Scenario.

Procedure

  1. Open the My Tasks page.
  2. In the Task Definitions List widget, select the Collect and Acquire Customer Information check box and click the Create an instance from this task definition icon Create an instance from this task definition icon. The Search Customer form is displayed in the Task Information widget.
  3. Click an option and provide the required details, such as customer name, or additional details such as mobile number or order ID and click Submit. A task is displayed in the Tasks List widget. For this example, click the Search By Customer option, enter the name as Alaric, middle name as N, and last name as Martin, and then click Submit.
    Note: The search retrieves data from the WICPDB database. In this case, when the you searched for a new customer, that is Alaric, you will get an option to add the new customer. You can also search using the details that you provided earlier while adding a new customer, creating an order, or you can use the sample data from the database that is specified in the following table.
    Table 3. Sample data
    First name Middle name Last name Fixed Line Phone number E-mail address Mobile number
    Charlie C Change (111) 111-1111 charlie.change@chan.com (111) 111-1112
    Max M Milan (222) 222-2222 max.milan@abc.com (222) 222-2223
    John J Mathew (333) 333-3333 john.mathew@mat.com (333) 333-3334
    John D Doe (444) 444-4444 john.doe@mat.com (444) 444-4445
    Jane S Sung (555) 555-5555 jane.sung@mat.com (555) 555-5556
  4. The No Customer Found page is displayed. If the search returns the customer details an option is provided to view and edit the details for the customer. If the search does not find the customer details, a message is displayed. View the message and click OK to create a new customer.
    Note: The details that you retrieve and edit for an existing customer are updated in the database. After saving the changes, you must use the updated information to search for the customer.

Step 2.b: Accepting customer details

The Create Customer Form can be used for adding details of a new customer. You must provide the customer information when a search does not return any customer information.

Procedure

  1. Update the customer details in the customer information page that is displayed and then click Next.
    Note: Ensure that you specify English as the Preferred Language.
  2. Provide the Address details, and click Submit.

Step 2.c: Selecting a product and viewing the order summary

After the customer details are received, the Select Products form is displayed in the Task Information widget. The product details are retrieved from the database for the Order Handling Solution Scenario. After the products are provisioned, the order summary is displayed in the Order Summary form.

Procedure

  1. Select the Select Product check box from the Tasks List widget, and select Accept from the Actions list. The Select Products form is displayed in the Task Information widget.
  2. Select a product, enter a name and value, and click Submit. A product feasibility is completed using the product requested by the customer, the credit history, product availability, and so on, and the order fulfillment is processed.
    Note: You can specify any additional parameters that you require for activating the service in the Product Configuration section. For example, you can specify the alternate name for a service.
  3. Select the Display Order Summary task from the Tasks List widget, and select Accept from the Actions list. The Order Summary form is displayed. View the order details and click Submit.

Step 3: Viewing the order fulfillment date

After the order is successfully created, the order fulfillment date can be viewed in the Notify Customer form.

Procedure

  1. Select the Notify Customer check box from the Tasks List widget, and select Edit from the Actions list.
  2. View the order details in the form, update the date, and click Submit. The order number that is displayed on the form can be used to retrieve the customer details while searching for an existing customer using the by Order number option.