Configure order fulfillment

Order fulfillment is the process for fulfilling customer orders by using Workflow Studio.

Order fulfillment, also referred as order orchestration, defines how to coordinate the fulfillment of orders.

You can define the order fulfillment processes that you require and then configure them by performing the tasks in the following table.

Task	Description
Configure subflows for order fulfillment	Subflows define the task flow for fulfillment agents to fulfill customer orders. You can copy a subflow from the base system and change your business needs. For more information on configuring subflows, see Building Subflows.
Configure decision tables for order fulfillment	Decision tables define the conditions for triggering the order fulfillment subflow. The Order Management for Telecommunications, Media, and Technology application uses the Order fulfillment Policy decision table. For more information on configuring decision tables, see Decision tables.
Configure order assignment rules to route tasks to agents, based on their skill sets	For more information on assignment rules, see Create an assignment rule.

Flow actions for fulfillment subflow definition
If you define your own fulfillment subflows in Workflow Studio, you can use the standard flow actions that are available in the ServiceNow AI Platform. Each action deals with different aspects of the fulfillment or inventory maintenance that provides some consistency in retrieving and updating data.
Integrate with Field Service Management
Customer Service Management provides an integration with the Field Service Management application. This integration enables you to view work order and work order task information from a case.
Configure customer product data management
Learn how to use the sn_ind_tmt_orm.enable_prod_invt_for_order_management system property to either create sold products or product inventory records after an order is completed and fulfilled.

Related topics

Order management