Salesforce’s Retired ‘Order on Behalf’ Solution Kit: Still Relevant for E-Commerce Success

Exploring Salesforce’s Retired ‘Order on Behalf’ Solution Kit: A Comprehensive Guide for Optimising E-Commerce Experiences

5 min readSep 16, 2024

As businesses strive to enhance customer service experiences, Salesforce’s “Order on Behalf” solution kit stood out as a powerful tool, enabling agents to place orders for customers who couldn’t access the internet or navigate online storefronts. Although this solution kit is no longer available in Salesforce’s official documentation, it remains highly relevant for companies focused on providing exceptional, personalised customer service.

In this article, I’ll walk through the key components of the “Order on Behalf” solution kit and explain how it can still be leveraged to support seamless customer service experiences.

What Is the “Order on Behalf” Solution Kit?

The Order on Behalf (OOBO) solution kit allows service agents to assist customers by placing orders directly through Salesforce B2C Commerce Cloud and Salesforce Platform (e.g., Service Cloud, Communications Cloud, Salesforce Order Management). This functionality is particularly useful for customers unable to access the internet, locate products, or complete their orders online. Agents can step in to fulfil the customer’s needs, ensuring a smooth transaction without requiring the customer to be tech-savvy.

Key Benefits:

Increased Purchase Completion: Agents can help finalize orders for customers facing technical or product issues.
Personalized Shopping Experience: By using the same platform that the customer would use, agents provide a seamless and tailored experience.
Enhanced Engagement: This feature strengthens the relationship between the customer and business, fostering loyalty and trust.

Note: This outlined pattern and use case represents just one of several possible workflows. Salesforce B2C Commerce Cloud offers additional technical patterns not covered by the “Order on Behalf” solution kit. Furthermore, there are other use cases for which solutions exist (e.g., starting online and completing the order in-store).
One of those patterns is using the Salesforce B2C Commerce Cloud Customer Service Center, which allows agents to place orders on behalf of customers solely from Salesforce B2C Commerce Cloud (no other Salesforce products or licenses required). You can read more about it under the official Customer Service Center documentation.

Solution Kit Workflow: How Does It Work?

The Order on Behalf workflow is straightforward yet powerful. Here’s a breakdown:

Customer contacts an agent for assistance with their order.
Agent looks up the customer using their email address via Salesforce Service Console.
Service Cloud searches for customer details, including any associated accounts or contacts.
The agent initiates an OOBO session via Lightning Quick Action.
Salesforce B2C Commerce Cloud authenticates the agent’s OOBO permissions, ensuring they have the right to place an order.
Service Cloud launches the storefront shopping experience with OOBO functionality enabled.
The agent shops on behalf of the customer, selecting items based on the customer’s instructions.
The agent places the order using the payment details provided by the customer.
The order is confirmed, and the agent communicates the successful completion to the customer.
The customer receives a confirmation email with the order details.

Technical Considerations

For the OOBO solution kit to function effectively, specific configurations are necessary. Here are some key technical points:

Integration Reference Implementation: The solution kit relies on the b2c-crm-sync integration, which synchronizes customer profiles between Salesforce B2C Commerce Cloud and Salesforce Platform. OOBO shopping supports both registered and anonymous customers.
Salesforce B2C Commerce Cloud Authentication: Authentication happens via the Salesforce B2C Commerce Cloud APIs, ensuring that agents have the proper permissions before they start the shopping session.
Permission Settings: Agents need specific functional permissions like “Login_On_Behalf” and “Create_Order_On_Behalf_Of” to place orders through Salesforce B2C Commerce Cloud.

Implementation Challenges and Considerations

When setting up the OOBO solution, keep in mind the following:

Environment Requirements: You’ll need a Salesforce B2C Commerce Cloud sandbox and Salesforce DevHub for scratch org creation. Optionally, Salesforce Connect can be used for federated address book features.
Security Settings: Ensure that all authentication and access key permissions are set up properly, as the system relies on OAuth for connecting the two platforms.
Customisation Needs: Although the solution kit reference implementation is comprehensive, some customisation may be required depending on your business processes and data structures.
Governor Limits: Be aware of API governor limits, especially when syncing large amounts of data between Service Cloud and Salesforce B2C Commerce Cloud.

Final Thoughts

Although the “Order on Behalf” solution kit may no longer be officially maintained by Salesforce, its value remains undeniable for businesses aiming to provide exceptional, real-time customer service. Implementing this solution enables companies to assist customers efficiently, ensuring that potential sales aren’t lost due to technical difficulties or access issues.

If you’re considering leveraging this powerful tool, I recommend reviewing the integration documentation and ensuring your business has the necessary configurations in place for smooth operation. While some customisation may be required, the investment in terms of customer satisfaction and increased sales makes it well worth the effort.

My name is Oleg Sapishchuk, and I’m an experienced architect specializing in digital transformation and unified commerce solutions for some of the world’s most recognised brands. I frequently write about Salesforce B2C Commerce Cloud, and I invite you to follow my Medium profile for more insights and industry knowledge.