Service and Repair Management¶
customer action post-sale
Outcome¶
A service or repair commitment associated with a customer order is created, scheduled, completed, and visible through the unified customer service journey.
Service Flow¶
flowchart LR
S0["Create Service Order"]
S1["Schedule Service Order"]
S0 --> S1
S2["Complete Service Order"]
S1 --> S2
S3["Track Order"]
S2 --> S3Capabilities¶
Service Order Management Order Management Customer Profile Payment Processing
Domains¶
fulfillment order customer payment
Business Objects¶
| Object | Classification | Domain |
|---|---|---|
| service-order | aggregate-root |
fulfillment |
| order | aggregate-root |
order |
| customer | aggregate-root |
customer |
| payment | aggregate-root |
payment |
Business Services¶
create-service-orderschedule-service-ordercomplete-service-ordertrack-order
Applications¶
| Application | Classification |
|---|---|
Service Management System service-management-system |
system-of-record |
OMS oms |
system-of-record |
CRM crm |
system-of-intelligence |
Payment Hub payment-hub |
platform |
POS pos |
system-of-engagement |
Related Events¶
| Event | Classification | Object | Terminal |
|---|---|---|---|
CustomerUpdated |
updated | customer | — |
CustomerPreferencesUpdated |
updated | customer | — |
BasketConverted |
transitioned | basket | ✓ |
OrderCreated |
created | order | — |
OrderValidated |
transitioned | order | — |
OrderConfirmed |
transitioned | order | — |
OrderModified |
updated | order | — |
OrderCancelled |
transitioned | order | ✓ |
OrderClosed |
transitioned | order | ✓ |
PaymentAuthorized |
transitioned | payment | — |
PaymentCaptured |
transitioned | payment | — |
PaymentVoided |
transitioned | payment | ✓ |
PaymentRefunded |
transitioned | payment | — |
PaymentSettled |
transitioned | payment | ✓ |
AddressAdded |
created | address | — |
AddressUpdated |
updated | address | — |
CustomerProfileUpdated |
updated | customer | — |
GiftCardActivated |
transitioned | gift-card | — |
GiftCardRedeemed |
updated | gift-card | — |
GiftCardToppedUp |
updated | gift-card | — |
GiftCardExpired |
transitioned | gift-card | — |
GiftCardCancelled |
transitioned | gift-card | — |
GiftCardRefunded |
transitioned | gift-card | — |
RefundProcessed |
updated | refund | — |
RefundFailed |
transitioned | refund | — |
RefundConvertedToCredit |
transitioned | refund | — |
ServiceOrderCreated |
created | service-order | — |
ServiceOrderScheduled |
transitioned | service-order | — |
ServiceOrderCompleted |
transitioned | service-order | ✓ |
Related APIs¶
| Endpoint | Method | Service | Description |
|---|---|---|---|
/orders |
POST | create-order |
Creates a new Order from a validated Basket, transition… |
/orders/{id} |
GET | track-order |
Retrieves the full state of an Order including lines, p… |
/orders/{id}/cancel |
POST | cancel-order |
Cancels a confirmed Order, triggering reversal of payme… |
/orders/{id}/confirm |
POST | confirm-order |
Confirms a validated Order once payment is authorised, … |
/payments/authorizations |
POST | authorize-payment |
Submits a payment authorisation request for the order t… |
/payments/authorizations/{id}/capture |
POST | capture-payment |
Captures a previously authorised Payment. Requires paym… |
/payments/authorizations/{id}/void |
POST | void-payment |
Voids a payment authorisation that has not yet been cap… |
/payments/{id}/refunds |
POST | refund-payment |
Initiates a full or partial refund against a captured p… |
/customers/{id} |
GET | retrieve-customer-profile |
Retrieves the full Customer profile including preferenc… |
/transactions/{id}/payment |
POST | authorize-payment |
Adds a payment tender to an in-progress POS transaction… |