# Real-world scenarios ## Overview This article walks through two practical scenarios that illustrate how the Customer Order Manager handles incoming purchase orders. The first covers a clean, straightforward order that processes without any human intervention. The second covers an order with invalid line items, showing how the Digital Worker detects the issue, escalates to a team member, and executes the corrected order once a decision is made. ### Scenario 1: Standard order processing This scenario covers the most common type of interaction, a customer sends a purchase order with valid part numbers, standard quantities, and clear delivery requirements. Everything matches what's in the system. **What triggers it:** A customer sends an email to the order manager's monitored inbox with a purchase order attached as a PDF. **What the Digital Worker does:** 1. The Customer Communication skill detects the incoming email, identifies it as a purchase order, and acknowledges receipt to the customer. 2. The Order Processing skill extracts all fields from the PDF, customer details, part numbers, quantities, prices, and delivery dates, and structures them for validation. 3. The Asset Discovery skill validates the parts, sizes, and units against IFS Cloud to confirm everything is accurate and matches system records. 4. The order is created in IFS Cloud with complete details and released into the processing workflow. 5. The Notifications skill sends confirmation to the team via Microsoft Teams and a confirmation back to the customer that their order has been received and is being fulfillled. **Result:** The complete order is created in IFS Cloud with no manual intervention. The team receives immediate visibility via Teams. The customer receives a confirmation without having to follow up. The entire process, from email receipt to ERP entry to customer acknowledgment, happens automatically. ### Scenario 2: Order with invalid line items This scenario covers an order where not all line items are valid. The customer submits an order with three line items, but only one part number exists in the system. The other two are invalid. #### Step 1: Order received and processed The customer sends their purchase order via email, unaware that two of the three part numbers cannot be found in IFS Cloud. The Digital Worker picks up the email, reads through it, and begins processing the attached PDF, cross-referencing every line item against the part catalog in IFS Cloud at the same time. #### Step 2: Exception detected The system identifies that two of the three part numbers are invalid. Rather than making assumptions, processing bad data into the system, or rejecting the entire order, the Digital Worker flags the issue and sends a notification via Microsoft Teams. The notification includes full context: which line items are valid, which are not, and what the issue is. The team has everything they need to make a decision without doing any additional investigation. #### Step 3: Human decision made A team member reviews the exception in Teams and instructs the Digital Worker to proceed, creating the order for the one valid line item and holding the others pending clarification with the customer. This decision takes seconds, not the 10 to 15 minutes it would have taken to manually process the entire order from scratch and then discover the errors. #### Step 4: Order created The Digital Worker executes the instruction immediately. The order is created in IFS Cloud with only the valid line item, with correct quantity and all other details exactly as specified. The team receives confirmation that the order has been created. **Result:** The Customer Order Manager didn't blindly process incorrect data or reject the order entirely. It identified exactly what was wrong, surfaced the issue to the right person with full context, and executed precisely what was decided, leaving the team in control of the exception while handling all the processing work automatically. ## What these scenarios illustrate **Clean orders require no human involvement.** When an order is complete and valid, the Digital Worker handles the entire process end to end, extraction, validation, ERP entry, and customer confirmation, without the team needing to look at it. **Exceptions are caught before they cause problems.** The system detects issues at the validation stage, before any bad data enters IFS Cloud. Teams are notified with enough context to make a fast, informed decision. **Partial orders can be actioned.** The Digital Worker doesn't treat an order as all-or-nothing. Valid line items can be processed independently while exceptions are handled separately, keeping fulfilllment moving without waiting for every issue to be resolved. **Teams stay in control of decisions, not data entry.** The human role in the process is judgment, deciding what to do with exceptions, how to communicate with customers, and what the right business call is. The Digital Worker handles all of the processing that surrounds those decisions. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://kb.theloops.io/digitalworkers/ifs-loops-digital-workers/digital-worker-guides/customer-order-manager/core-concepts/real-world-scenarios.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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