Manage Process Exceptions

Get real-time alerts when normal order processing is interrupted, and quickly identify, troubleshoot, and resolve issues to minimize customer impact.

Where: This change applies to Salesforce Order Management, which is available for an additional cost in Lightning Experience in Enterprise, Unlimited, and Developer editions.

Why: Order Management lets you automate order processing across every stage in the order lifecycle. However, there are key steps in the order lifecycle during which failures can occur and interrupt order processing. A process exception occurs when there is a processing failure on an order summary and a separate process is required to resolve the issue before order processing can continue.

A process exception can be caused by things like a failed fraud check or payment capture, a lack of available inventory, or a problem with a shipping carrier.
  • When a process exception occurs, Order Management creates a process exception notification that displays across the top of the Order Summary page.
  • To quickly check for process exceptions across all order summaries, open the Order Summaries list view page from the Navigation bar. If a process exception exists on an order summary, a warning icon displays next to the order summary number in the list view.
  • To see a list of all process exceptions (active and resolved), open the Process Exceptions list view page from the Navigation bar.

A new Create Process Exception flow has been added to implement the new Process Exception Management feature. This flow uses the ProcessExceptionEvent platform event trigger to create a Process Exception object record.