In Salesforce Communications Cloud and Industries Order Management (OM), products that do not carry commercial value but are required for fulfillment must be modeled as Technical Products. Public Salesforce EPC and OM design guidance explains that a Technical Product is used when an item is not visible during selling, does not influence the commercial configuration, and is instead required for downstream fulfillment, service activation, or device provisioning.
In the case of Universal Connect (UC), the router included with the Business Internet offer has no commercial significance—meaning sales agents do not configure it, no pricing is associated with it, and customers should not see it as a selectable or independent commercial item. Instead, it simply needs to appear in the fulfillment layer so that the order can drive device shipment, installation, inventory allocation, or activation steps.
Salesforce’s recommended modeling approach is to:
Create the router as a Technical Product Specification.
Add it to the Business Internet offer as a Technical Child.
Allow decomposition in OM to generate Fulfillment Request Lines (FRLs) for the router automatically, without exposing it during quoting.
This ensures:
Clean commercial experience (router hidden from the sales journey).
Accurate fulfillment instructions to downstream systems.
No need for complex rules or hiding logic in quote documents.
Options A and B incorrectly place the router inside the commercial structure, which is not aligned with EPC best practices. Option D introduces a separate offer and automation logic, which adds unnecessary complexity and breaks modeling principles.
