Order On Behalf Solution Kit
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Order on Behalf of a Customer
Salesforce Spring
salesforcedocs
Last updated November
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CONTENTS
Order on Behalf of a Customer
Order on Behalf Solution Workflow
Design Considerations
Integration Reference Implementation
Configurations
ORDER ON BEHALF OF A CUSTOMER
Place orders on behalf of shoppers who need assistance because they cant access the Internet or find the products they want to purchase
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Explore system architecture related to this solution
BC Industry Blueprint
BC Reference Architecture
BC Solution Architectures
Take Trailhead modules related to this solution
Salesforce Solution Kits Quick Look
Customer Guide for Retail Quick Look
Customer Guides Quick Look
This solution kit helps you
Increase completed purchases
Give your shoppers a personalized experience when you connect Commerce Cloud and Service Cloud
Provide exceptional customer service experiences
Increase shopper engagement
Required Products
Commerce Cloud SFRA or SiteGenesis
Service Cloud
Implement This Solution
Order on Behalf Solution Workflow
Learn how data flows through the configurations to order on behalf of a customer
Order on Behalf of a Customer
Order on Behalf Solution Workflow
Design Considerations
Keep these design considerations in mind when you order on behalf of a customer
Integration Reference Implementation
Integration reference implementations are developer enablement frameworks that accelerate crosscloud integration by providing
code configuration and implementation patterns Use the bccrmsync integration reference implementation to order on behalf
of a customer
Configurations
Use these configurations to order on behalf of a customer
Order on Behalf Solution Workflow
Learn how data flows through the configurations to order on behalf of a customer
Order on Behalf of a Customer
Order on Behalf Solution Workflow
Workflow
The shopper contacts a service agent with an order request
The agent looks up the shopper using their email address via the Service Console
Service Cloud searches for any person accounts or contacts associated with the shoppers email address
The agent initiates an Order on Behalf Of OOBO session via Lightning Quick Action
Order on Behalf of a Customer
Order on Behalf Solution Workflow
Service Cloud authenticates against Commerce Cloud using the Open Commerce API verifying that the agent has OOBO rights
Commerce Cloud verifies that the agent has the right to place an OOBO for a storefront shopper
Service Cloud launches the storefront shopping experience for the agent with OOBO enabled
The agent shops the storefront on behalf of the shopper
The agent places the order using the payment information provided by the shopper
The order is placed and recorded for the specific shopper
The agent confirms the order is placed with the shopper and closes the OOBO session
The shopper receives the order confirmation email generated for the OOBO placed order
Understand the Flow of Data
Functionality Considerations
The bccrmsync reference implementation
Supports both person accounts and account and contact customer models within the Salesforce Customer platform
Supports synchronization of registered Salesforce BC Commerce customer profiles between the Salesforce Customer Platform
and Salesforce BC Commerce The synchronization happens near real time via a scheduled BC Commerce job
Supports OOBO shopping for customer service representatives configured and launched from within the Salesforce platform for
both registered and anonymous shoppers
Uses Salesforce BC Commerce open commerce REST APIs to interact with BC Customer profiles
Supports multiple BC sites and customer lists
Implementation Considerations
The bccrmsync reference implementation
Requires a BC Commerce sandbox and Salesforce DevHub capable of creating scratch orgs
Requires a Salesforce Enterprise Edition configured with Salesforce Connect to take advantage of the federated BC customer address
book feature included with bccrmsync
Uses nodejs enabled CLI and Salesforce CLI commands Salesforce CLI is one of the Salesforce DX Developer Experience tools
Works with existing BC Commerce storefronts
Order on Behalf of a Customer
Design Considerations
Requires that Business Manager users representing customer service agents have BC Commerce permissions to log in and place
orders on behalf of registered storefront shoppers
Requires setup of BC Commerce Access Keys as an alternative form of authentication when logging in to Business Manager via
external applications Applications include WebDAV File Access UX Studio Agent User Login OCAPI and Protected Storefront Access
Requires that Salesforce BC Commerce environments OCAPI data API permissions are enabled to support remote interactions
Requires extending the BC Commerce instances OCAPI permissions to allow the Salesforce org to create a storefront session for
the OOBO shopping experience
Requires an integration user with administrative rights configured in Service Cloud
Enables functionality for agents from the customer details display in Service Cloud
Requires a Service Cloud connected app supporting OAuth authentication
Registers BC Commerce as a remote site
Lets you launch from within Service Cloud Include the Commerce Cloud customer number and internal customer ID in the person
or standard account
Related Content
Review this solutions use case and purpose
Order on Behalf of a Customer on page
Take the next steps in this implementation
Design Considerations
Integration Reference Implementation
Configurations
Design Considerations
Keep these design considerations in mind when you order on behalf of a customer
Storefront Shoppers
When the agent launches the Order on Behalf capability the Commerce Cloud Customer ID registers the session The Service Cloud
person account or contact uses the Commerce Cloud Customer ID to launch the Order on Behalf capability
Bccrmsync extends the BC Commerce OOBO capability to anonymous storefront shoppers by creating BC Commerce customer
profiles Service agents use these profiles to authenticate against BC Commerce in anonymous shopping sessions
Commerce Cloud Authentication
The OOBO shopping experience requires that service agents in the Salesforce platform authenticate against the BC Commerce
environment before creating the shopping session A named credential manages this authentication for each user via the Salesforce
platform
Update access keys every days
Map Custom Fields
Map only the fields for which you need data
Use BC integration field mappings to map fields for contacts or person accounts
Order on Behalf of a Customer
Integration Reference Implementation
Use the bccrmsync alternative page layouts for contacts and person accounts as a starting point Consider how to customize your
existing Salesforce customer layouts These layouts expose the initial set of custom fields added to contacts and person accounts to
support synchronization with BC Commerce
Every REST call between Commerce Cloud and Service Cloud counts towards API governor limits
To request a governor limit increase contact your Salesforce Account Executive
Note You can include order details in Service Cloud by integrating with the Salesforce Order Management System OMS or your
own supported OMS
Related Content
Review earlier steps in this solution
Order on Behalf Solution Workflow
Take the next steps in this implementation
Integration Reference Implementation
Configurations
See Also
BC Custom Hooks Overview
BC Orderxsd Salesforce XML Schema
BC Sample orderxml
Integration Reference Implementation
Integration reference implementations are developer enablement frameworks that accelerate crosscloud integration by providing code
configuration and implementation patterns Use the bccrmsync integration reference implementation to order on behalf of a customer
After you sign in to GitHub the bccrmsync solution designed by Salesforce Architects facilitates the integration between Salesforce
BC Commerce Cloud and Service Cloud The reference implementation provides a framework to integrate the clouds by using public
REST APIs to share and sync data
Before implementing sign into GitHub and download bccrmsync Follow the installation instructions available from the repository
ReadMemd file
Are you a new Commerce Cloud customer or partner and dont have access to the GitHub repository Get started with the Commerce
API
General Information About Reference Implementations
Reference implementations are developerenablement frameworks that accelerate crosscloud integration by providing code
configuration and implementation patterns
Reference implementations support a core set of use cases that you can extend to support other customerdriven use cases
require customization and configuration in Service Cloud and Commerce Cloud The Commerce Cloud storefront requires customization
as part of the integration
Implementation and validation require operational and administrative experience with Service Cloud
Order on Behalf of a Customer
Configurations
Plan your implementation as you would any other BC Commerce Cloud feature by collecting requirements capturing work tasks
and making task estimates
What Your Company Can Do with This Reference Implementation
Share views of customers and order data between both clouds
Offer selfservice through automated case creation using the storefront
Facilitate agenttocustomer conversations that encourage crosssell and upsell opportunities
Realtime peertopeer data synchronization for customer order and case data between Commerce Cloud and Service Cloud
Source code that allows for storefront or Service Cloud customization based on service needs
Faster integration time to market for both clouds when specifically targeting the supported use cases
Related Content
Review earlier steps in this solution
Order on Behalf Solution Workflow
Design Considerations
Take the next steps in this implementation
Configurations
Configurations
Use these configurations to order on behalf of a customer
These configurations let your agents place orders on behalf of shoppers using the Order Lightning components in Service Cloud and
Commerce Cloud
Note Before starting configurations synchronize BC Commerce and Service Cloud using the bccrmsync reference
implementation See the Integration Reference Implementation section of this document for the GitHub repository wiki instructions
link
Permission Settings
Before giving agents Order on Behalf permissions verify that the agents are Service Cloud and Commerce Cloud users with Order
on Behalf rights
To give the correct permissions use LoginOnBehalf LoginAgent and CreateOrderOnBehalfOf business manager
functional permissions
For more information about permissions see the BC Roles and Permissions and Functional Permissions pages
Define the agent account authentication settings for external systems in Service Cloud For more information see Store Authentication
Settings for External Systems
Lightning Page Layout
Drag the Launch Shopping Cart Lightning component to the Contact and Person Account page layouts
Note You can launch OOBO from the Contact Detail or Person Account Detail page layouts Additionally if you would like
to allow OOBO from a case you can build a flow from any record that references the contact ID and pass it into
BCCommerceQuickActionContactOrderOnBehalfOf
Order on Behalf of a Customer
Configurations
Review integration mappings to ensure they align with your business requirements
Note You can view order details in Service Cloud by using Salesforce OMS or your own supported OMS
Related Content
Review earlier steps in this solution
Order on Behalf Solution Workflow
Design Considerations
Integration Reference Implementation
