Most of the configurations required to set DRO process require you to create records, Configurations, and processes as per your business needs. Let's understand the key features within DRO using an example where a company sold a Desktop, a Printer and Warranty to a customer.
1. Create Decomposition Rules: Once an order is received, DRO breaks it down into smaller components or tasks that can be more easily managed and fulfilled. In simple words order products decompose into multiple fulfillment order products. Different products can be defined to be used in Fulfillment Decomposition Rules. In DRO app, Fulfillment Decomp can be defined with the source product and destination product. Destination products used in decomposition rules need to be created first. In our example, Destination products will include Procure, Ship, and Activation. At the end, we will have 5 decomposition rules as shown in the table below.
2. Fulfillment Planning: After the order is decomposed, DRO generates fulfillment plans that outline how each component of the order will be fulfilled. Fulfillment Workspace is created that holds required fulfillment steps. For instance, in this case, the Fulfillment Workspace includes two primary groups: one for Procurement and the other for Shipping.
Now, create a fulfillment scenario. Specify that the chosen action is Add and give the name of the step definition group and product. When a Desktop is added to an order and the order is submitted, the Desktop Fulfillment step definition group is added to the fulfillment plan.
This includes specifying which teams, systems, or resources will be involved in fulfilling the various aspects of the order. These plans are tailored to optimize efficiency, minimize delays, and ensure that customer expectations are met. The question arises: What happens if a fulfillment step is delayed, and how can we set criteria to ensure the system recognizes and manages such delays effectively? To address this, you can configure Service Level Agreements (SLAs) within the DRO (Dynamic Resource Optimization) system in Salesforce.
3. Jeopardy Management: Jeopardy administration uses two concepts that work together:
Estimated Duration: This is the expected time for a fulfillment step to be completed. Enter a number and select a unit (e.g., minutes or days). For example, if you set it to 10 minutes, the step will be considered late if it takes longer than that.
Jeopardy Threshold: This is the time limit at which you'll be notified that a step is at risk of being late. Enter a number and select a unit (e.g., minutes or days). For example, in our use case we have defined SLA for a manual task.
What does this all mean for you?
Let’s create an order and then on the Order record page click on the fulfillment Lines. If you view the Fulfillment plan within the SLA violation limit you specified, the Fulfillment plan for order will show the plan has not violated the SLA limits. But in the situation where a SLA violation will happen a red indicator will show up even after the whole fulfillment plan has completed as shown in the image below.
Once the Orchestration is fully completed, you will be able to view the Fulfillment Assets on the Account.
Key Benefits of Fulfillment in DRO:
In summary, fulfillment in Dynamic Revenue Orchestrator (DRO) is about orchestrating and optimizing the entire order lifecycle, ensuring that each step is executed efficiently and in line with customer expectations.