Lab 3: Execute and monitor the e2e process

Login into the Salesforce Developer ORG and access the Service Console.

From the Service Console menu, select Cases.

Click on the New button to create a new case.

Select the case type Order Update.

Fill out the following data for the fields Subject, Description, Order, Product (select 'Hiking Boots'), Contact Name and Account Name as show in the images below. Once done, press Save.

Case will be created. Note the fields of the external systems (highlighted in yellow), these fields will be updated during the execution. Also you have noticed (highlighted in purple), that there is a workguide on the right side of the screen. This workguide will be used by the Service Agent in Step 3.

Note, that currently you are logged in as admin. As the orchestration process has been triggered, let’s check the orchestration run and the related work items. Click on the Salesforce Menu on the top left side and type Orchestration.

First, select the Orchestration Runs. It will open a new tab with all the orchestration runs. Note that the last one has a creation date time of now and its Status is In Progress.

Let us explore Debug Mode for our Orchestration Run. To start the debug view, select the context menu of the record, and click on Debug Orchestration.

A new browser tab will open, and the current Orchestration Run will load. This can take up to 90 seconds. Once the Debug View is loaded, you will see a visual representation of the current orchestration run and on the right side the current stages and their logs which have been executed. Take some time to explore the debug view.

Once you are done exploring, go back to the lightning menu to see the "Orchestrations Work Items" view.

By clicking on the Context Record Number for your work item, it will navigate you back to the Case you’ve created and on the right-hand side you will see the work item.

In the next step, we have to log in as the service agent (Luca). Therefore open setup and go to Users.

In this section, we will log in as the service agent (Luca) and submit an order update request on the case we opened earlier. On the users page, click on login next to Garcia, Luca.

After login in as the service agent (Luca), you should see his profile page.

On the top right, you should see at least 1 notification on the bell Icon. Click on the bell icon and select the top notification, you should be routed to the order update case.

Once the update order case is opened, you will see a work guide (workflow) assigned to the service agent. On the work guide, you can submit the order update request. Note: that the external system fields (OMS id, Netsuite Id and SAP Id) are empty, these will be filled with values during the workflow.

On the work guide, select the first option Same Day Delivery, and optional change the Business Justification. Finally, click on Submit to complete the Order Update Request.

After submitting the order update request, please log out as the Service Agent (Luca). The case has now been moved to approval stage.

Note, that you are logged in back as admin. As the orchestration process has continued, let’s check the orchestration run and the related work items. Click on the Salesforce Menu on the top left side and type Orchestration.

First, select the Orchestration Runs. It will open a new tab with all the orchestration runs. Note that the last one has a creation date time of now and its Status is In Progress.

Let us explore Debug Mode for our Orchestration Run. To start the debug view, select the context menu of the record, and click on Debug Orchestration.

A new browser tab will open, and the current Orchestration Run will load. This can take up to 90 seconds. Once the Debug View is loaded, you will see a visual representation of the current orchestration run and on the right side the current stages and their logs which have been executed. Take some time to explore the debug view.

Once you are done exploring, go back to the lightning menu to see the "Orchestrations Work Items" view.

By clicking on the Context Record Number for your work item, it will navigate you back to the Case you’ve created and on the right-hand side you will see the work item.

In the next step, we have to log in as the delivery manager (David Baker). Therefore open setup and go to Users.

In this section, we will log in as the delivery manager (David) and approve the order update request (submitted by Luca in the previous step). On the users page, click on login next to Baker, David.

After logging in as the delivery manager (David), you should see his profile page.

On the top right, you should see at least 1 notification on the bell Icon. Click on the bell icon and select the top notification, you should be routed to the order update case.

Once the update order case is opened, you will see a work guide (workflow) assigned to the delivery manager. On the work guide, you can approve or reject the order update request. Note: that the external system fields (OMS id, Netsuite Id and SAP Id) are still empty, these will be filled with values after the approval.

The default value is set to Reject, but we want to Approve the request. Please click on Approve.

After approving the order update request, the case has been moved to "Working Stage". Please log out as the Delivery Manager (David).

Note, that you are logged in back as admin. As the orchestration process has continued, let’s check the orchestration run and the related work items. Click on the Salesforce Menu on the top left side and type Orchestration.

First, select the Orchestration Runs. It will open a new tab with all the orchestration runs. Note that the last one has a creation date time of now and its Status is In Progress.

Let us explore Debug Mode for our Orchestration Run. To start the debug view, select the context menu of the record, and click on Debug Orchestration.

A new browser tab will open, and the current Orchestration Run will load. This can take up to 90 seconds. Once the Debug View is loaded, you will note that the workflow has left the first stages and has continued to Update Order in External Systems. This is an automatic step, which will complete and update the workflow for the Service Agent (Luca). Take some time to explore the debug view.

Once you are done exploring, go back to the lightning menu to see the "Orchestrations Work Items" view.

In this section, we will log in as the service agent (Luca) and notify the customer as the update of the order has been completed. On the users page, click on login next to Garcia, Luca.

After login in as the service agent (Luca), you should see the case opened and on the bell icon a new notification for the service agent. Note that the external system fields (OMS Id, Netsuite Id and SAP Id) are now filled with values. This reflects for the service agent that all the backend systems are updated accordingly. He can notify the customer now.

To notify the customer, the service agent will review the case and check that all external system fields are updated with values. Once this is the case, please click on Notify Customer on the work guide. Also enter a Case Closure Feedback.

After completing the workflow, please log out as the Service Agent (Luca).

Note, that you are logged in back as admin. As the orchestration process has continued, let’s check the orchestration run and the related work items. Click on the Salesforce Menu on the top left side and type Orchestration.

First, select the Orchestration Runs. It will open a new tab with all the orchestration runs. Note that the last one has a creation date time of now and its Status is Completed. As all workflow steps has been successfully executed the orchestration run is completed as well.

Now open the Work Items view. See the second bullet point of this section 2. After you’ve selected the Orchestration Work Items, it will open a new tab with all orchestration work items. Also here you will notice, that all work items has been successfully completed.