Customer-Based Price Override Rule (APM)

A customer-based price override rule allows you to set up rules that override the price of a product for specific customers. For example, you can set up a rule that overrides the price of a product for a specific customer or group of customers.

When configured:

Setup Overview (APM)

1. Confirm Prerequisites

Licenses

  • FieldFX Base Managed Package

  • FieldFX E‑Ticketing

  • Advanced Pricing Module (purchased separately)

Installed Components

  • Latest FieldFX Managed Package

  • FieldFX Mobile app with connected app configuration

User Permissions
System

API Enabled, Customize Application, View Setup and Configuration

Object Access

FX5__Price_Book__c, FX5__Price_Book_Item__c, FX5__Field_Rule__c, FX5__Field_Action__c, FX5__Staged_Data__c

Apex Class Access

all FX5 pricing and sync classes

Visualforce Page Access

all FX5 admin pages

Admin Tool Permission Sets

  • AdminTool_Conditional_Pricing

  • AdminTool_Price_Book_Rules

  • AdminTool_Sync_Profile_Wizard
Process

  1. Ensure there is an active Advanced Pricing Module license.

  2. You have correctly configured Price Books and items in Back Office.

  3. Sync Profile configuration for Mobile enforcement:

    • Job and Price Book Dispatch enabled

    • Staged data permissions validated for Mobile users

  4. FieldFX Managed Package and Mobile app installed and updated.

2. Navigate to the Conditional Pricing Admin tool

  1. Open the Conditional Pricing Admin tool in the Admin Dashboard.

  2. Click + Add.

  3. Complete the following:

    Field Description

    Header

    Name

    Enter "Price Override by Customer".

    Override Type

    Select "Price"

    Active

    Slide the toggle to on.

    Applies to SObject

    Add "Ticket Item" and "Quote Item".

    The pricing logic needs to be consistent between quotes and tickets, so you need to select both.

    Override Fields

    Enter FX5__Price__c

    This entry maps the Price field on overrides to the Price field on quote items and ticket items.

    The Override Field (Price) maps to the underlying API field (FX5Pricec) configured in the Override Fields setting.

    Sort Clause

    Select Price.

    Specifies how matching override records are ordered. When multiple overrides match, the system applies the top result based on the sort order and limit.

    Defines how matching override records are prioritized. When multiple records match, the system applies the highest-ranked record based on the selected field and direction.

    Sort Direction

    Select "Descending".

    Limit

    enter 1.

    Apply Null

    Leave disabled.

  4. Add a case to the rule configuration.

  5. Click Save.

Add Case

  1. Either select Always Case (This type of case is always considered and is AND’d with any other cases) or Or Case (This type of case is OR’d with any other cases) and add conditions.

    The conditions you add here determine when the override is applied. For a customer-based price override, you want to trigger the override when the customer on a quote item or ticket item matches the customer specified in the override record.

    This determines how conditions are evaluated:

    • Always Case — conditions are always evaluated and combined using AND logic

    • Or Case — one or more cases can apply using OR logic

  2. Click Add

  3. Click + Add Criterion.

  4. Complete the following:

    Override Field

    Select "Price".

    Operator

    Select "Equals".

    Type

    Select "Ticket/Quote Item"

    sObject Field

    Select "Price".

  5. Click Add.

3. Define Rule Conditions

For customer-based overrides, ensure conditions match:

  • Customer account

  • Catalog item (optional but recommended to avoid broad overrides)

4. Define Rule Actions

For customer-based overrides, ensure actions are defined to update the price field on quote items and ticket items when the criteria of the override are met

5. Activate the Rule

After setting up the override rule, activate the rule configuration to enforce the override on quotes and tickets.

6. Configure Sync Profiles

Necessary for mobile enforcement of overrides. See Sync Profile Manager for more information.

7. Test the Rule

After setting up the override rule,

  1. Test the rule by creating or updating a quote or ticket with a customer that meets the criteria of the override.

  2. Verify that the price of the quote item or ticket item updates according to the override configuration.

Modify Override Record

You can modify the override record to update the price or change the criteria that triggers the override using these steps.

In Lightning Experience, the Overrides tab may not be visible by default. Use the App Launcher or update your navigation to access Override records.

App Launcher (Lightning) Direct navigation (Lightning) Related lists (context dependent)

  1. Click the App Launcher.

  2. Enter 'Override'.

  3. Select Override Configs to navigate to the Override tab.

  1. Find the Overrides tab in your Salesforce instance and click it.

  2. If not visible, click Edit Navigation and add "Overrides".

Depending on page layouts:

  • Overrides may appear as a related list on Override Configuration records Or linked through Price Book Items (less common but possible in custom layouts)

  1. At the Override Config list view, change the view to All.

  2. Open the override configuration you created in the previous steps.

  3. At the Filter Clause entry (on the Override Config record you just created), click the pencil icon.

    The Filter Clause entry is where you define the criteria that triggers the override. For a customer-based price override, you want to trigger the override when the customer on a quote item or ticket item matches the customer specified in the override record.

    1. Enter the following:

      FX5__CustomerAccount__c==$FX5__CustomerAccount__c && FX5__Catalog_Item__c==$FX5__Catalog_Item__c

      This entry ensures that overrides apply to quote items and ticket items with a matching customer.