Stepwise Guide to Adding Order Tracking in Salesforce OMS
A comprehensive beginner guide to setup and manage tracking steps
Key Highlights
- System Setup: Ensure you have Salesforce Order Management enabled alongside appropriate permissions.
- Detailed Process: Follow each step from order creation to tracking integration and testing.
- Automation and Integration: Leverage native Salesforce tools like Flows and Process Builders for seamless tracking updates and customer notifications.
Understanding Salesforce Order Management
Overview and Importance
Salesforce Order Management System (OMS) is designed to help businesses track the entire order lifecycle—from the moment an order is placed to fulfillment, payment processing, and even post-sales service. Implementing robust order tracking not only enhances customer satisfaction but also streamlines internal processes, ensuring that all order details are easily accessible in a centralized platform.
Order tracking in Salesforce involves associating tracking numbers, shipment statuses, and carrier details with a specific order record. This allows businesses to monitor real-time updates on order fulfillment, address delivery issues promptly, and provide customers with timely notifications regarding their order status.
Stepwise Guide to Adding Tracking of Orders
Step 1: Preparations and System Configuration
Enable Lightning Experience and Configure Permissions
Begin by ensuring that your Salesforce org is using the Lightning Experience, as the Order Management features aren’t supported on Salesforce Classic. Log in to Salesforce with an administrative account and verify that Lightning Experience is active. Next, review user permissions; grant necessary access to users who will manage orders by configuring their role and field-level security settings.
Enable and Set Up Order Management
Navigate to the Setup area and locate the Order Management settings. If your org predates the Spring '14 release, you might need to manually enable orders by accessing Setup > Customize > Orders > Settings and checking the “Enable Orders” option. This step is crucial for integrating all order-related functionalities.
Step 2: Creating and Managing Orders
Order Creation
Within Salesforce, go to the Orders tab to create a new order or select an existing one. For a new order, click on the “New Order” button and fill in the relevant details that include customer name, order date, product information, and any preliminary settings. This forms the basis of your order tracking process.
Integrating Order Products
After creating an order, add the order products to associate inventory items, quantities, and pricing details. This is not only useful for basic tracking but is also essential for maintaining accurate billing and fulfillment.
Step 3: Adding Tracking Information
Locating the Tracking Section
In each order record, Salesforce provides a designated tracking section. Typically labeled as “Tracking” or “Order Products” with tracking details options, this section is where you add shipping specifics. Locate the “Add Tracking Info” button or link in your order record.
Entering Carrier and Tracking Details
Input vital tracking information:
- Carrier Name: Select or manually enter the shipping company (e.g., FedEx, UPS).
- Tracking Number: Provide the tracking number assigned by the carrier.
- Tracking URL: (If provided by the shipping carrier) Insert the URL that customers can use to get real-time updates on the shipment status.
Once entered, make sure to save the updated tracking information. This action integrates your tracking system with the order.
Step 4: Automate Updates with Flows and Process Builder
Setting Up Salesforce Flow for Tracking Updates
Salesforce’s automation tools like Flows and Process Builder can be used to automate updates to your order tracking information. For example, you might create a flow that automatically updates the order status to “Shipped” once a tracking number is entered or when an Advance Shipping Notice (ASN) is received.
Utilizing these tools minimizes manual interventions and ensures your order statuses remain current. Automating notifications is also beneficial—once an order is updated, a workflow rule can trigger automated email notifications to customers, enhancing communication and transparency.
Process Builder and Notifications
Configure process builders to monitor changes within your order records. When an update occurs, such as a change in status or the addition of tracking information, the system can promptly trigger notifications to both internal teams and customers. This real-time communication ensures a high level of customer satisfaction and makes it easier to manage any exceptions or delays.
Step 5: Integrate with Shipping Carriers
API and Webhook Integrations
For a more advanced setup, you can integrate your Salesforce order management system with external shipping providers through APIs or webhooks. This integration automatically imports tracking updates into Salesforce, reducing manual data entry and ensuring real-time tracking information.
Most major carriers offer APIs that allow you to retrieve shipment statuses and other relevant tracking data. By interfacing these APIs with Salesforce, your system will be capable of fetching and updating status information without user intervention.
Step 6: Testing and Continuous Refinement
Conducting Test Orders
Before deploying your new tracking system to production, conduct test orders to ensure that each step—from order creation to tracking updates—is working as expected. Use Salesforce Sandbox environments or tools like Workbench to simulate order scenarios.
Testing should verify that:
- The tracking information correctly associates with the order.
- Automated flows update statuses accurately.
- Notifications are triggered and delivered successfully.
Refinement Based on Feedback
After testing, refine the process based on both performance data and user feedback. Small tweaks in automation rules or integration setup can greatly enhance the reliability and user experience of your tracking system.
Salesforce Order Tracking: Detailed Table of Key Process Steps
| Step | Description | Key Actions |
|---|---|---|
| Step 1 | Preparations and Configuration |
|
| Step 2 | Order Creation |
|
| Step 3 | Adding Tracking Information |
|
| Step 4 | Automate Updates |
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| Step 5 | Integrate with Carriers |
|
| Step 6 | Testing and Refinement |
|
Additional Considerations for a Successful Implementation
Documentation and Training
Always refer to Salesforce’s official documentation to get the most current and accurate details regarding order management and specific integration instructions. Salesforce Trailhead is an excellent resource for tutorials, best practices, and hands-on exercises that will improve your familiarity with the system. Regular training for your team helps maintain system efficiency and addresses any issues that might arise.
Ongoing Monitoring and Analytics
After deployment, continuous monitoring is key. Utilize Salesforce’s robust reporting and dashboard capabilities to track order performance and fulfillment efficiency. Tracking reports help identify bottlenecks or discrepancies in order statuses, allowing you to make data-driven decisions for process improvements.
Integration with Third-Party Tools
While native Salesforce tools are powerful, sometimes integrating third-party tracking applications can add extra layers of insight and functionality. Consider platforms that offer advanced analytics, predictive shipping trends, or additional notification capabilities for an even more seamless customer experience.
Real-World Example
Mapping the Process
Imagine a retail business that receives hundreds of orders daily. With Salesforce Order Management, the business sets up a flow that automatically changes an order's status from “Processing” to “Shipped” after a tracking number is added and verified via an API call from the carrier. As soon as the order status updates, an email is sent to the customer with detailed tracking information, including a link to the carrier’s website. This process minimizes errors, improves turnaround time, and enhances the customer experience across the board.
Best Practices and Tips
Optimize and Automate
Focus on automating as many manual tasks as possible. Automation reduces human error and speeds up the processing of orders. Leverage Salesforce's Process Builder and Flow functionalities not only to update order status but also to send automated notifications to keep customers informed.
Regular Audits and Updates
Conduct regular audits of your system. This involves checking the accuracy of tracking data, ensuring all integrations are functioning as expected, and updating any outmoded processes. Staying proactive helps preempt issues and maintains a high level of order management reliability.
Enhance User Interface and Experience
Consider developing custom Lightning components if the default user interface does not fully meet your business requirements. Tailor dashboards and tracking screens for ease of use so that both internal teams and customers have a seamless experience when accessing order status information.
References
- Track Order Status - Salesforce Trailhead
- Get Started with Salesforce Order Management - Salesforce Trailhead
- Salesforce Order Management Resources - Salesforce Help
- Order Management Guide - Salesforce
- Salesforce Order Management Implementation Guide - Salesforce Docs
Recommended Further Queries
Last updated March 15, 2025