⚡ What’s New for Order Management Admins in Winter ’26?
More scenarios around using Flow, Orchestration, and automation to manage complex order steps, exceptions, and integrations.
Increased focus on multi-location inventory, sourcing rules, and fulfillment choices such as ship-from-store and split shipments.
More coverage of payment capture, refunds, cancellations, and returns and how they affect the order lifecycle.
Scenarios that combine Service Cloud and Order Management, including agents managing changes, returns, and appeasements.
Order Management Administrator Accredited Professional
Configure, Orchestrate & Support the Complete Salesforce Order Lifecycle
The Order Management Administrator Accredited Professional credential validates your ability to configure and maintain Salesforce Order Management (OM) for B2C/B2B digital commerce and service scenarios. It’s designed for admins, functional consultants, and operations leads who support order capture, fulfillment, payments, and post-purchase service.
📊 Exam at a Glance
Exam Domains & Weightage (High-Level View)
1. Order Management Foundations & Architecture
~18%This domain covers how Salesforce Order Management fits into the broader platform and commerce stack.
- Understanding the Order Management data model (Order Summary, Order Item Summary, Fulfillment Order, etc.).
- How orders flow from Commerce Cloud, Service Cloud, B2B, or external systems.
- Key relationships with accounts, contacts, products, price books, and entitlements.
- Licensing, packages, and org considerations for OM.
- Security, sharing, and visibility of orders and related objects.
Tip: Prefer designs that keep Order Management as the system of record for order lifecycle within Salesforce.
2. Order Capture, Orchestration & Automation
~26%This domain focuses on how orders are captured, decomposed, and orchestrated through their lifecycle.
- Configuring order capture from Commerce, Service, or APIs.
- Understanding order lifecycle states and transitions (submitted, confirmed, fulfilled, cancelled, etc.).
- Using Order Management flows and orchestration to manage steps and exceptions.
- Designing automation for status updates, communications, and system integrations.
- Handling edge cases (partial failure, split orders, backorders).
Tip: Strong answers combine standard OM flows with platform automation (Flow, Orchestration) rather than heavy custom code.
3. Inventory, Fulfillment & Logistics
~20%This domain is about ensuring the order can be fulfilled from the right place, at the right time.
- Configuring locations, inventory, and allocation for warehouses, stores, and dropshippers.
- Understanding sourcing rules and fulfillment preferences (nearest store, ship-from-DC, split shipments, etc.).
- Creating and managing Fulfillment Orders and Fulfillment Line Items.
- Integrating with WMS, 3PLs, and shipping carriers via flows and integrations.
- Handling shipping updates, tracking, and delivery statuses.
Tip: Look for designs that make inventory and fulfillment visible to customer service and operations in one place.
4. Payments, Cancellations, Returns & Service
~22%This domain validates your ability to handle money flows and customer service scenarios post-purchase.
- Configuring payment capture, authorizations, and refunds within the OM lifecycle.
- Order cancellations, order modifications, and appeasements.
- Managing returns (RMAs) and exchanges linked to the original order.
- Integrating Service Cloud and Order Management for agents (order history, changes, service flows).
- Ensuring financial and inventory impacts are aligned with external systems (ERP, finance).
Tip: The best options protect customer experience and financial integrity at the same time.
5. Administration, Monitoring & Best Practices
~14%Finally, the exam tests how you operate Order Management as a stable, well-governed system.
- Configuring page layouts, record types, and permission sets for OM users.
- Monitoring order orchestration jobs, errors, and integration failures.
- Setting up alerts and dashboards for order health and SLAs.
- Documenting processes, training users, and handling releases safely.
- Performance, data volume, and archival considerations for large order volumes.
Percentages are approximate and for study planning; Salesforce may adjust domain weightings over time.
📝 Sample Order Management Admin Questions
💡 Practice with Scenario-Based Questions
These practice questions are not from the real exam, but they mirror its style and reasoning. Focus on end-to-end lifecycle thinking, data model, and admin configuration.
Question 1 – Orchestration & Partial Failure
A customer places an order for three items. Two items are in stock and can ship immediately, but one item is on
backorder for two weeks. The business wants to ship available items now and ship the backordered item later, while
keeping the customer informed.
As the Order Management administrator, what is the best approach?
✓ Correct Answer: B) Use order orchestration and split fulfillment so that in-stock and backordered items are fulfilled separately.
Option B uses standard Fulfillment Orders and orchestration to handle partial availability while preserving a single customer order record and enabling automated communications. A, C, and D harm customer experience or create messy data.
Question 2 – Service & Order Changes
A customer contacts support to change the shipping address on an order that has been submitted but not yet shipped.
Agents currently have to ask IT to make changes directly in the database.
How should the Order Management admin improve this process?
✓ Correct Answer: B) Configure a guided Flow that lets agents safely update shipping details and triggers OM orchestration.
Option B combines Service Cloud + Flow + Order Management to allow controlled changes at the right point in the lifecycle. A risks inconsistent data, C hurts experience, and D breaks system-of-record integrity.
Question 3 – Returns & Inventory Impact
A retailer wants returned items to be inspected before they are added back to available inventory. Sometimes items
are damaged and should not be resold.
What is the recommended configuration approach?
✓ Correct Answer: B) Use Return Orders / RMAs with inspection statuses and only restock items when approved.
Option B reflects best practice: returns are separate transactions with inspection logic, and inventory is updated only when appropriate. A and D cause inaccuracies; C wastes usable inventory.
🎯 4–6 Week Study Plan for Order Management Admin AP
Review the official exam guide and Order Management documentation. Focus on the Order Summary, Order Item Summary, Fulfillment, and Return objects. Draw an end-to-end diagram: order capture → orchestration → fulfillment → payment → returns.
Practice configuring order flows and orchestration in a sandbox. Set up a simple multi-location inventory scenario and design how orders are sourced and fulfilled. Think about integration touchpoints with commerce, WMS, and payment providers.
Build a few Service Cloud flows for address changes, cancellations, and returns. Configure dashboards or list views for monitoring stuck orders or failures. Work through scenario-based practice questions and write short case studies of 2–3 real or hypothetical order flows.
💡 Exam & Real-World Success Tips
Don’t optimize just one step (like payment or shipping). Ask: what happens before and after this action in the order’s journey?
Prefer guided flows and orchestration over ad-hoc edits. The best answers keep orders, inventory, and payments consistent across systems.
Many scenarios involve service teams. Look for designs where agents can solve customer problems quickly without bypassing key rules or integrations.
Order Management Administrator AP – FAQ
Who is the Order Management Administrator AP exam for?
This exam is for Salesforce admins, functional consultants, and operations leads who configure and support Salesforce Order Management for commerce and service use cases.
Do I need Commerce Cloud experience?
Direct Commerce Cloud experience is helpful but not required. You should understand how orders are captured from websites, contact centers, or external systems and flow into OM.
How is Order Management different from standard Orders in Sales Cloud?
Standard Sales Cloud orders focus on sales processes, while Salesforce Order Management adds a specialized data model and orchestration for fulfillment, payments, returns, and service across the full order lifecycle.
How much hands-on experience is recommended?
Most successful candidates have at least 6–12 months working with Salesforce plus exposure to order management, commerce, or fulfillment processes.
What’s the best way to prepare for scenario-based questions?
Take 2–3 real or hypothetical order flows (e.g., standard shipment, split fulfillment, return & exchange) and design them in Salesforce: objects, flows, orchestration steps, integrations, and agent actions. These case studies will help you quickly identify robust patterns in the exam.