PUBLIC

SAP Cloud for Customer

Document Version: 1911 – 2020-01-01

Solution Guide for SAP Service Cloud

© 2019 SAP SE or an SAP affiliate company. All rights reserved.

THE BEST RUN

Content

1 Solution Guide for SAP Service Cloud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2 Scoping Customer Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

3 Scoping Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

4 Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
4.1 Scope and Configure Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4.2 Create Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Configure Ticket Creation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Configure Reporter at Ticket Creation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
4.3 Manage Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Managing the Ticket List or Queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Use Ticket Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Status Handling in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Assign Involved Parties to Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Number Range in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Apply Access Restrictions to Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Time Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Credit Check in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73
Organize Tickets with a Ticket Hierarchy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Determine Skills in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Define Service Location in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Route Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Set Up Service Level Agreements for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Create Service Categories for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.4 Process Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Respond to Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Use Items in Tickets in Field Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Use Activities in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Ticket Summary Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Ticket Summary and Signature. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Check Item Availability from Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102
Flexible Offline Pricing for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Use Surveys in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Warranty in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Contract Determination in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Ticket Scheduling in Field Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112

Solution Guide for SAP Service Cloud

2 PUBLIC Content
 Van Stock in Tickets for Field Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Approve Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Assign Product Lists in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Unlock a Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
4.5 Resolve Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Use Knowledge Base to Resolve Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Use Collaboration to Resolve Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Analytics in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128
Solution Tracking for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Change History for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Create Follow-Up Items for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
Remove Personal Data in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
4.6 Integrate with SAP ERP for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Integrate Work Tickets with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Integrate Stock with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Integrate Advance Shipment with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Integrate Finance and Costing with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Use External Pricing in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Integrate with Multiple Registered Products in Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Integrate Item Processing Code with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Integrate ATP Check with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Integrate with External Procurement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
4.7 Offline Features for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
4.8 Tickets FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

5 Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

5.1 Scope and Configure Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
5.2 Create Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Determine Service Technicians for Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
5.3 Use Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Work with Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Get Information for Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184
Remove Personal Data in Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185
Use Registered Products in Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Use Registered Products in Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
5.4 Search Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Basic Search in Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Enterprise Search for Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Search for Registered Products Using the Serial ID and Installation Point Value Help. . . . . . . . . . 191
5.5 Replicate Equipment as Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
5.6 Offline Features for Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
5.7 Registered Products FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Solution Guide for SAP Service Cloud

Content PUBLIC 3
6 Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
6.1 Scope and Configure Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
6.2 Create Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Enable Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Configure Involved Parties for Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200
Configure Workflow Rules for Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Use Data Workbench Service for Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202
6.3 Use Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Work with Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Remove Personal Data in Installation Point. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
6.4 Search Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
6.5 Replicate Functional Location and Hierarchy to Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . 204
Update Functional Location Changes to Installation Points. . . . . . . . . . . . . . . . . . . . . . . . . . . .204
6.6 Installation Points Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
6.7 Installation Point FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .207

7 Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

7.1 Scope and Configure Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
7.2 Use Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Work with Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Work with the Installed Base Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218
Remove Personal Data in Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
7.3 Offline Features for Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223
7.4 Installed Base FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226

8 Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

8.1 Scope and Configure Resource Scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
8.2 Scope and Configure Resource Scheduling with SAP Multiresource Scheduling. . . . . . . . . . . . . . . 236
8.3 Scope and Configure Resource Scheduling with SAP Multiresource Scheduling for SAP S/4HANA
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
8.4 Create Work Ticket and Add Service Items for Resource Scheduling. . . . . . . . . . . . . . . . . . . . . . . 243
8.5 Use the Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Plan and Assign Demands in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Use the Gantt Chart in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Complete Fulfillment in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
8.6 Assignments in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Assignment Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Home Page Tile for My Assignments in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . .256
Assignment Location in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Cancel Assignment in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Create Automatic Time Entries in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
8.7 Use Appointment Offering and Auto Dispatch in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . .258

Solution Guide for SAP Service Cloud

4 PUBLIC Content
 Appointment Offering in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Auto Dispatch in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
8.8 Integrate SAP Multiresource Scheduling into Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . 260
8.9 Mobile/Offline Features for Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
8.10 Resource Scheduler FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

9 Skills Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264

9.1 Scope and Configure Skills Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
9.2 Work with Skills Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Create Skill Groups and Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Assign Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Determine Skills in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Use Skills in Resource Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
View Changes Related to Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Create Reports for Skills Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
9.3 Skills Management FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

10 Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275

10.1 Scope and Configure Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
10.2 Integrate Time Entry with SAP ERP CATS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Release Time Efforts from FSM to ERP CATS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
10.3 Work with Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Use Time Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Create Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Merge and Split Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Release Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Release Time Entries to CATS without Ticket Dependency. . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Use Copy to Create New Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Create Time Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Rounding Off Time at Service Item Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Auto Determine Time Item Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Automatic Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Changes Tab for Time Entries and Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Sort in Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Time Entries for Ticket Summary Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Queries for Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Page Layout for Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Add Approved Time Entries to Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Time Item Created Indicator for Time Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
10.4 Work with Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Create Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Edit Time Entries and Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

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 Approval Process in Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
View Delegated Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Add Attachments, Summary, and Signature to Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . 303
Extension Fields for Ticket in Time Entries List for Time Reports. . . . . . . . . . . . . . . . . . . . . . . .303
10.5 Remove Personal Data in Time Entry and Time Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
10.6 Analytics for Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
10.7 Offline Functions for Time Recording (Mobile). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

11 Set Up and Configure Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

11.1 E-Mail Communication Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
VIDEO: Set Up E-Mail Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Enable E-Mail Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Add Allowed Domains for Outbound E-Mail Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Add Outbound E-Mail Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .309
Set Up Branding Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Set Up Inbound E-Mail Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Set Up Encryption for Inbound and Outbound Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .312
Set Up Microsoft Outlook for Ticket Responses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Monitor Business Communication for E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Use E-Mail Response Editor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Set up Routing Rules for Tickets from E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
11.2 Social Media Communication Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Add Facebook Social Media Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Add Twitter Social Media Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Add YouTube Social Media Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Add WeChat Social Media Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .342
Use Custom Social Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Configure Sprinklr Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350
11.3 Computer Telephony Integration (CTI) Communication Channel. . . . . . . . . . . . . . . . . . . . . . . . . . 350
CTI Call Process Flows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Computer Telephony Integration Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Set Up Inbound Call Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Set Up Outbound Call Handling (Click-to-Call). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Use Live Activity Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Custom Live Activity Customer Search BAdI Exit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .407
Support for Multiple CTI Vendors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
11.4 Messaging Communication Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Enable Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Configure SMS Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Create Messaging Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
11.5 Chat Communication Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
Configure Chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .417

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11.6 Communication Channel for Support Portal Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Support Portal with SAP HANA Cloud Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Rich Text Content in Self-Service Portal Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
11.7 Remove Personal Data in Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419

12 Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
12.1 Scope and Configure Service and Sales Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
12.2 Create Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
Create a Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
Create a Contract from a Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
Create Contracts from Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Create a Contract from an Opportunity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Create a Related Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .435
Assign Territories to Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
12.3 Maintain Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Maintain Involved Parties for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Maintain Contract Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .440
Maintain Contract Covered Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Modify Contract Types Using the Data Workbench. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Copy and Paste Product Mass Entries in Service Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Service Contract Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .443
Manage Access Restriction for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Use Contract Queries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Manage Territory in Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .444
Use Incoterms in Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
12.4 Service Contracts and Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Display a Ticket from a Service Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
Service Contract Determination in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Service Determination Relevance of Item Covered Objects in Ticket Header. . . . . . . . . . . . . . . 447
Compare Service Determination Relevance of Item Covered Objects in Ticket Header. . . . . . . . 448
Choose Item Processing Codes for Quantity Service Contracts. . . . . . . . . . . . . . . . . . . . . . . . 448
12.5 Service Contract Determination and Assignment in Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
Compare Service Determination Relevance of Item Covered Objects in Ticket Header. . . . . . . . .451
Use the Contract Determination Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Use Release Authorized Parties in Contract Determination. . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Include Eligible Parties for Call-Offs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
12.6 Service Contact Determination Logic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
12.7 Contract Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
SAP ECC Inbound Replication for Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
12.8 Contracts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Offline Service Contract Covered Objects Item Determination. . . . . . . . . . . . . . . . . . . . . . . . . 461
Use Offline Contract Deviation Sync Transfer Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462

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12.9 Contract Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Request External Pricing from SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
12.10 Contract Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
12.11 Contract FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465

13 Common Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468

13.1 Navigation Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
13.2 Recent History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
13.3 (Deprecated) Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
13.4 (New) Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
13.5 Attachment Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .482
Request Bulk Attachment Downloads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Search Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Use Attachment Search for Custom Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .484
13.6 Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Manage List in Work Center View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .488
Manage List in Object Detail View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
13.7 Flags, Tags, and Favorites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
Work With Flags and Favorites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Work With Tags. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
13.8 Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Work With Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Feed FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
13.9 Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
Basic Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Enterprise Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .517
Advanced Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .520
13.10 Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
13.11 Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .525
Scope and Configure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526
Work with Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
13.12 Support and Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
Incident Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
Scope and Configure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
Tasks in Incident Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
13.13 Side Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .548
13.14 Personalization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Personalize your SAP Fiori Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
13.15 Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Use the Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Use the Team Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Display Workweek and Start Day on Calendar Based on Locale. . . . . . . . . . . . . . . . . . . . . . . . .565

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 Personalize Visible Activity Types on Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
13.16 Homepage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568
Scope and Configure the Homepage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
Work with Card Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
Personalize Your Homepage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
13.17 User Profile Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
13.18 Keyboard Shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589
13.19 Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
13.20 Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .593

14 Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 595

14.1 Scope and Configure Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
14.2 Maintain Account Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
Customer Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Business Partner Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .623
Relationships Between Accounts and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . 624
Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625
Account Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
Account Hierarchy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
ABC Classification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627
Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .629
Account Blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631
Payment Terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632
Tax Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633
Target Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 634
Identifiers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638
14.3 Account Duplicate Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639
Identifiers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640
Calculate and Identify Duplicates Using Custom Logic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 641
14.4 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 641
Enable Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 647
Custom Extensions to Customer Merge Using BAdI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
14.5 Maintain Address and Use Maps and Geo-Tracking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .650
International Address Versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
Map View for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653
Address Validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
14.6 Organization and Territory Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Account Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Territories for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661
14.7 SAP ERP Customer Cockpit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .662
14.8 Account 360 Overview of Customer in SAP S/4HANA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 662
14.9 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664

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14.10 Prepackaged Integration with SAP MDG. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
14.11 Integration with LinkedIn Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . 666
14.12 Accounts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
14.13 Accounts FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676

15 Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .679
15.1 Scope and Configure Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .680
15.2 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .689
Rules for Transaction Reassignment During Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690
Merge Criteria for Tab Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692
Status Management in Account Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 696
Map Obsolete Records to Primary Record For More Insights. . . . . . . . . . . . . . . . . . . . . . . . . . .697
View Result Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 698
15.3 Contact Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .698
15.4 Maintain International Address Versions for Contact-Account Relationships. . . . . . . . . . . . . . . . . . 699
15.5 Contact Relationships and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
15.6 Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 700
15.7 Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 701
15.8 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 704
15.9 Integration with LinkedIn Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . .706

16 Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
16.1 Scope and Configure Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
16.2 Employee Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719
16.3 Edit or Delimit Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .721
16.4 External ID Visible in Employee Details View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
16.5 Maintain Employee Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
16.6 Create Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 725
16.7 Employee Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727

17 E-Mail Add-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729

17.1 Compare E-Mail Add-In Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
17.2 SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Requirements for SAP Cloud for Customer Add-In for Microsoft Outlook (Version 4.0 or
Higher). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
Scope and Configure SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . 732
Set Up SAP Cloud for Customer Add-In for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . 738
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742
Manage Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
Manage E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 754
Manage Appointments and Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Manage Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 765
For Service Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770

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 SAP Cloud for Customer Add-In for Microsoft Outlook FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . 771
17.3 SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook . . . . . . . . . . . . . . . . . . . . 784
Scope and Configure SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785
Set Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 820
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Manage E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831
Manage Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 834
Manage Appointments and Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 837
Manage Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
FAQ for SAP Cloud for Customer, Server-Side Integration for Microsoft Outlook. . . . . . . . . . . . 842
17.4 SAP Cloud for Customer Add-In for Gmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844
Set Up SAP Cloud for Customer Add-In for Gmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 845
17.5 SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .847
Scope and Configure SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . 848
Set Up SAP Cloud for Customer, Server-Side Integration for Gmail. . . . . . . . . . . . . . . . . . . . . . 874
Get Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 877

18 Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882
18.1 Scope and Configure Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .882
18.2 Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 890
Set Out-of-Office Indicator for Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Display Private Appointments with a Lock Icon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Generate and Send Activity Summaries Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
18.3 E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
Create Default E-Mail Signatures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Create E-Mail Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
Send E-Mail Delivery Receipts Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897
View E-Mails with Original Formatting and Structure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Report on Unassociated E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
18.4 Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 900
Add Surveys or Tasks to Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901
Generate and Send Activity Summaries Using Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Report on Phone Call Surveys or Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
18.5 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 907
Mass Update Task Processors from the List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 907
18.6 Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 908
Create Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 909
Add Activities to Activity Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910
18.7 Activities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910
18.8 Activities FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917

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19 Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 919
19.1 Scope and Configure Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .920
19.2 Maintain Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .922
Create a Product List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 923
Use Automatic Product Proposals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 925
Migrate Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 926
Copy Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .926
Use Validity for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 926
Product List Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 926
Define Product List Queries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .927
Use Advanced Search for Product List Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Simultaneously Search and Add Products or Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Implement BAdIs for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Add External Product IDs to External Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Copy and Paste Account and Products Mass Entries in Product Lists. . . . . . . . . . . . . . . . . . . . 929
Mass Update Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
19.3 Add Quick Products from Product Lists to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 930
Use Cross, Up, and Down Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 930
19.4 Define Exclusions and Restrictions for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .932
Configure Product Exclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
Configure Product Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
19.5 Use Product Lists Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
19.6 Use Product Lists Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
19.7 Use Product Lists Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933

20 Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 935

20.1 Scope and Configure Activity Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 935
20.2 Create Activity Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936
20.3 Create Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 940
20.4 FAQ for Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 942

21 Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943
21.1 Enable Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945
21.2 Configure Prerequisites for Defining Approvals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 947
21.3 Configure Approvers Under Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 947
21.4 Configure Approval Conditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .948
21.5 Configure Validity for Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948
21.6 Configure S-MIME E-Mail Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949
21.7 Configure E-Mail and Fax Settings for E-mail Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949
21.8 Create Workflow Notifications to Set Reminders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 950
21.9 Monitor Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 950
21.10 Edit or Delete Approval Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951

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12 PUBLIC Content
22 Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 952
22.1 Configure Workflow Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953
22.2 Configure Workflow Conditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954
22.3 Configure Messaging Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .955
22.4 Configure Field Updates using Workflow Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 957
22.5 Configure E-mail Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 959
Set Account and Contact of Source Workflow Object in E-mail Notification. . . . . . . . . . . . . . . . 961
Code List Descriptions in E-mail Notification Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .962
Track and Manage Bounced E-mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .962
Configure Employee E-mail Address as Default Sender Address. . . . . . . . . . . . . . . . . . . . . . . . 963
Configure Tracking E-Mail Triggered from Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 963
Configure to Send E-Mail and SMS to Main Recipient Only. . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
Attach Business Object Summary as PDF in an Outgoing E-mail. . . . . . . . . . . . . . . . . . . . . . . .965
22.6 Configure Workflow Follow-Up Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .966
22.7 Configure Workflow Actions on Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 967
22.8 Design Your Workflows Using Workflow Analysis and System Recommendations. . . . . . . . . . . . . . 968
22.9 Workflow Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Configure Workflow Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Add Recipients for Failed Workflow Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 970
Receive Notifications outside of Your Inbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .970
Send Notifications to Social Media Channels as WeChat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .971
Configure Notifications for Failed Workflow Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 971
Personalize Filter Queries for Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972
Clean Up Notifications List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972
Configure Notifications for Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 973
22.10 Manage Workflow Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
22.11 Monitor Workflow Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
Monitor Execution Outcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
Re-Execute Failed Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
View Workflow Rule Execution Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975

23 Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 976
23.1 Scope and Configure Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .976
23.2 Survey Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 979
General (Checklist) Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980
Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .981
Competitor Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .982
Registered Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983
Competitor Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 985
Survey Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 986
23.3 Design Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .986

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Content PUBLIC 13
 Survey Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 988
Survey Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 988
Survey Question Bank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 995
Copy Previous Answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 995
Matrix View for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996
Pagination in Matrix Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 997
Add Branching Logic to a Survey Question. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998
Filter Answer Options in a Survey Question. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999
Add Products to Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1000
Determine Survey Products Based on Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1000
Add Products and Search Products Using Barcode Scanner. . . . . . . . . . . . . . . . . . . . . . . . . . 1002
Disable Add Products Option During Survey Execution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1003
Product Classification in Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1003
Restrict Access to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004
Assign Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004
Score Multiple Choice Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1005
Survey Simulation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1009
Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1009
Create Surveys in Multiple Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1012
OData Services for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1013
Update Marketing Attributes Using a Survey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014
Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1015
Transfer of Surveys Using Transport Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1016
23.4 Complete Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1017
Save, Finish, and Submit Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018
View Survey Progress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
Check for Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
Add Attachments to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020
Survey PDF Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021
Related Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
Complete Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
Survey Results for Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1026
Create Follow-Up Tasks from Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1027
Create a Sales Quote or Sales Order as A Follow-Up Item from a Survey. . . . . . . . . . . . . . . . . .1027
Add Products to Checklist Surveys During Runtime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028
Add Registered Products During Runtime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028
23.5 Survey Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1029
Survey Report Data Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1029
Export Survey Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1030
Create Target Groups from Survey Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1030

Solution Guide for SAP Service Cloud

14 PUBLIC Content
1 Solution Guide for SAP Service Cloud

This guide aims to provide you with sufficient knowledge of the capabilities we support in SAP Service Cloud
and help you accomplish your daily tasks.

With SAP Service Cloud, your service agents would have your customer information at their fingertips. Using
available collaboration tools and knowledge base you would know which service resources are available to
address a customer need immediately. Technicians can order spare parts, check inventory, manage tasks, and
complete service jobs on their mobile devices.

Create new Tickets [page 23] and update existing ones automatically. With native integration with SAP Jam™
Collaboration, you can search and share content from within agent workspaces and stay up-to-date on the
latest service requests, comments, discussions, and decisions online. SAP Service Cloud automatically assigns
tasks to a ticket based on relevant attributes to help guide agents through complex processes and create
workflow rules with ease that can generate notifications, update fields, and trigger requests for multilevel
approvals based on context and time.

Create serialized Registered Products [page 161] with customer, location, and warranty information and add to
a ticket, a maintenance plan, or replicate equipment from SAP ERP as registered products.

Use Resource Scheduler [page 227] to allocate technicians to tasks and enable real-time visibility of work
tickets in the technician calendar via desktop or mobile devices.

Use Skills Management [page 264] to schedule on-site visits efficiently by knowing which technicians are
available to meet service needs.

For more information about initial setup of your system, setting up the solution on mobile devices, integrating
analytics, and customizing the solution to your needs, see the appropriate guide on the SAP Cloud for
Customer page on the SAP Help Portal.

Solution Guide for SAP Service Cloud

Solution Guide for SAP Service Cloud PUBLIC 15
2 Scoping Customer Service

Customer service relies on certain core functions that must be enabled in other scoping areas, including under
Sales.

You can find more detailed information on the scoping process in the setup guide referenced in the Related
Links section at the end of this topic.

Go to Business Configuration Implementation Projects . Highlight the appropriate project and choose
Edit Project Scope.

You can find most of the features used in customer service under Service. However, some settings are located
under Sales and other elements. Scoping settings for specific service features are located with the feature
information throughout this guide.

Scoping

Many of the scoping elements are automatically selected and cannot be deselected.

This table lists the sales and marketing scoping elements and sub-elements that should be deselected in a
customer service only implementation.

Deselect for Service Only Systems

Scoping Elements Sub-Elements

Sales Campaign Market Development > Competitor Information

Campaign Management

Sales Lead Management

Product and Service Portfolio for Sales

Sell Standard Products

New Business

Sales Lead Generation

Opportunities

Sales Planning (SAP Cloud for Customer)

This table lists features you can use in customer service that must be enabled in other areas.

 Note

For additional information on each respective business topic, refer to the topic descriptions within the
system.

Solution Guide for SAP Service Cloud

16 PUBLIC Scoping Customer Service
Features to Enable outside of Service

If You Want to Use This Feature... Select this Scoping Element

Mass communication with customers using e-mail blast Sales Campaign Campaign Management Target

Groups

Customer surveys Sales Campaign Enhanced Sales Campaign

Functionalities Enhanced Campaign Execution

Ticket routing based on territory assignment Sales Account and Activity Management Territory

Management

Connection between your legacy system and SAP Cloud for Communication and Information Exchange Business
Customer
Process Management Application Programming

Interface

Integration with SAP Jam Communication and Information Exchange People

Collaboration, Intranet, and External Services

Communities, Document Management and External

Services

Integration with SAP ERP or SAP CRM Communication and Information Exchange Integration

with External Applications and Solutions:

● Integration with SAP ERP

● Integration with SAP CRM
● Integration of Master Data
● Integration into Sales, Service, and Marketing Processes
● 360 Overview — Account

Approvals by e-mail Built-In Services and Support System Management

E-Mail Security

Questions

Once you select the desired elements, you enable features at a more granular level in the Questions step.
Review the questions under each scoping element to further define the capabilities of your solution. Based on
best practices, the system has preselected features that you can accept or, where possible, adjust. Some
features are mandatory for your scope and cannot be changed. Enable specific features by marking them In
Scope.

Solution Guide for SAP Service Cloud

Scoping Customer Service PUBLIC 17
Questions to set as In Scope Outside of Service

If You Want to Enable This Feature... Mark This Question In Scope

Allow users to e-mail target groups directly for mass mes­ Sales Campaign Campaign Management Campaigns
saging
Campaign Execution Do you want to execute campaigns

by sending e-mails directly to target groups?

 Note

You must also enable e-mail blast in Questions

Sales Account and Activity Management Activity

Management .

And Sales Campaign: Target Groups work center must

be assigned to users.

Account Hierarchy Sales Account and Activity Management Account

(users can view accounts in a hierarchical structure) Management Account Hierarchy Do you want to use

You can also migrate account hierarchies. For more informa­ account hierarchies?
tion, see Migrating Account Hierarchies in the Related In­
formation section.

Record customer interactions while resolving tickets Sales Account and Activity Management Activity

Management Activity Types

● Record Phone Calls

Enables users to view incoming phone call information
displayed in Live Activity.
● Record Chat Activities
Enables users to view incoming chat information dis­
played in Live Activity.
● Record Messaging Activity
Enables users to record information in the system from
SMS messages.

You must enable computer telephony integration in

Service Customer Care Service Request

Management for Live Activity to record phone call and

chat information.

Create and use a template to send custom-formatted mass Sales Account and Activity Management Activity
e-mail messages to all members of a target group at the
Management E-Mail Blast Do you want to send
same time
personalized mass e-mails to many accounts at the same

time?

Solution Guide for SAP Service Cloud

18 PUBLIC Scoping Customer Service
 If You Want to Enable This Feature... Mark This Question In Scope

Schedule visits to a customer's physical location and record Sales Account and Activity Management Activity
information about the visit in the solution
Management Visits You go to your customers' physical
locations periodically. Do you want to record information from

these visits in your system?

Additional visit options available. See related links for where

to find more information.

Route tickets to service agents based on territory assign­ Sales Account and Activity Management Territory
ment
Management Do you want to use territory management?

If you enabled the Territory Management scoping element in

the previous step, then you must enable Territory Manage­
ment here as well.

Send sales quotes to customers as part of the ticket resolu­ Sales New Business Communications for New
tion process
Business Sales Quote Forms (multiple questions)

Integration with SAP Jam, including use as a knowledge base Communication and Information Exchange People

Collaboration, Intranet and External Services

Communities, Document Management and External Services

SAP Jam Integration (multiple questions)

Enabling SAP Jam integration is a multi-step process. See

the related links section for where to go for more informa­
tion.

Check for duplicate accounts, individual accounts, and con­ General Business Data Business Partners Handling
tacts
of Business Partners Duplicate Check for Business

Partners

Select the appropriate question to apply weak, strong, or

medium rules for the duplicate check.

Clean up your records by merging account and individual General Business Data Business Partners Handling
customer records
of Business Partners Business Partner Merge (multiple
questions)

Select up to three customers to define a customer merge in­

stance. Once you trigger the merge, the system runs a back­
ground job to merge the data according to your specifica-
tions to the designated master record. Any transactions as­
sociated with the duplicate records that can be manually
changed will be reassigned to the master record (for exam­
ple, tickets, appointments, visits, opportunities, etc.).

Solution Guide for SAP Service Cloud

Scoping Customer Service PUBLIC 19
If You Want to Enable This Feature... Mark This Question In Scope

Associate time entries with a ticket and submit time reports General Business Data Employees and Service Agents
for manager approval
Employees Enable Time Recording and Time
Recording - General (multiple questions)

Additional options are available for time recording.

Enter address information for accounts in multiple character Built-in Services and Support Business Environment
sets — for example, in the Greek or Roman alphabets, or in
Addresses and Languages International Address Versions
Cyrillic or Thai script, among others.
Do you want to specify textual master data using

international address versions?

Once you activate this feature, you can configure the fine-
tuning activity International Address Versions to specify the
alternative alphabets or scripts to be used in your solution.

Enable encryption and signature approval for e-mail Built-in Services and Support System Management

Security E-Mail Security Do you want to use encryption

and signatures for e-mails?

Related Information

Key not found: loio0c75c97a09694e5d976bb38b0b84b016 Set Up Guide

Solution Guide for Key not found: loio0c75c97a09694e5d976bb38b0b84b016
Prepackaged Integration with SAP CRM
Prepackaged Integration with SAP Jam
Scoping Employee Support [page 21]

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20 PUBLIC Scoping Customer Service
3 Scoping Employee Support

Administrators must enable core functions under Customer Care and other elements in order to set up
Employee Support.

Employee Support shares many core functions with customer service. If you are scoping a system for
employee support, you must first configure these core functions under Customer Care. You must also enable
certain functions under Sales and other element areas.

 Restriction

Scope core functions under Customer Care before you can enable an Employee Support system.

You can find more information on the core functions you need to scope under Customer Care and elsewhere in
the Scoping Customer Service topic referenced in the related links section.

The options you choose during the scoping phase of your implementation project are used by the system to
generate an activity list that you need to complete to go live.

To begin, go to Business Configuration Implementation Projects . Highlight the appropriate project and
choose Edit Project Scope.

Certain functions can be enabled in either customer care, or employee support. Please be aware that if you
activate an option in one area the same function is also deployed for the other area, because they share the
same settings.

Functions That You Can Enable Either Under Customer Care or Employee Support

Employee Support Customer Care

Employee Support Knowledge Base Knowledge Base Customer Care Service Request Management

Options Knowledge Base Integration Knowledge Base Integration

Employee Support Knowledge Base Knowledge Base Customer Care Service Request Management Enable

Options Enable SSO for Knowledge Base Integration SSO for Knowledge Base Integration

Employee Support Knowledge Base Knowledge Base Customer Care Service Request Management Open

Options Open KB Details in New Browser Window KB Details in New Browser Window

Employee Support Ticket Management Entitlement Customer Care Service Request Management Service

Usage for Tickets Service Level Agreement Level Agreement Determination

Determination

Employee Support Ticket Management Profanity Customer Care Service Request Management

Check Profanity Check

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Scoping Employee Support PUBLIC 21
Employee Support Customer Care

Employee Support Communication Channel - Email Customer Care Service Request Management

E-Mail Channel Options Maintain Service Requests Automatic Creation of Service Requests from E-Mails

Automatically from Incoming E-Mails

Employee Support Analysis for Employee Support Customer Care Service Request Management Service

Ticket History Request History

Related Information

Scoping Customer Service [page 16]

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22 PUBLIC Scoping Employee Support
4 Tickets

Learn how the system creates tickets, how to work with the ticket list, and how to respond to tickets to resolve
customer issues.

Tickets are a record in the system of a request for some type of service or support from an account, customer,
or employee. This record allows you to track interactions with the service requestor, as well as details like how
much time has passed since the ticket was created, what actions were taken to resolve the issue, priority,
associated products, or warranties, and much more. Tickets are also sometimes referred to as service
requests.

● The solution creates a ticket from an incoming support request. This request could arrive from any one of a
number of channels, such as social media, a phone call, or an e-mail. Tickets can also be created
automatically from service contracts, or by sensor data on connected products.
● The system may do some automatic processing of the request to classify and route the ticket.
● As an agent, you might add crucial information such as customer contact information from a phone call, or
specify how quickly the issue must be resolved.
● Use the knowledge base, collaborate with colleagues in real time, or work with other systems to access the
information required to resolve the problem.
● Some tickets may require a visit by a service technician. Schedule an appointment and arrange for repair
parts as needed.
● Respond to the requestor. Communicate the solution to the customer through the same channel used to
make the initial request, or any other preferred contact point.

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● Once the issue is resolved you can close the ticket.
● Use ticket analytics and reports to help you fine-tune your service strategy and make your organization
more efficient.

4.1 Scope and Configure Tickets

Administrators can configure tickets using scoping, scoping questions, and fine-tuning activities.

 Recommendation

We recommend that you review all the scoping questions in the areas that are relevant and that you have
included in your scope. When you select a question, more information appears on the tabs in the details
section of the screen.

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

4.1.1 Enable Tickets

To use tickets, administrators must add tickets to the scope of the project.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Customer Care Service Request Management .

Some ticket-related options do appear under other scoping elements. Scoping paths are provided for each
option.

4.1.2 Configure Ticket Creation

Administrators can configure ticket creation using the quick create form, or create tickets in detail sview.

Go to Administration Service and Social Tickets Ticket Configuration .

To create new tickets using ticket detail view, select the option labeled: Create tickets in detail view. If this
option left unselected, the default behavior is to create new tickets with the quick create form.

4.1.3 Configure Approval in Tickets

Administrators can explore how to incorporate conditions into the approval process for tickets, such as who
would be allowed to approve the ticket.

The administrator can set the work distribution for tickets. These can be: Approver of Ticket, Direct Approvers,
Manager of Agent Responsible for Ticket, Manager of Service Technician for Ticket, or Responsible for Account.

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24 PUBLIC Tickets
Activate the approval process for tickets by navigating to Business Configuration Implementation Projects
Edit Project Scope Service Customer Care Service Request Management Group: Approval for
Tickets . Go to Questions and check the boxes for the questions: Do you want to use a multi step approval
for tickets? and Do you want that the system submits automatically a ticket for approval?

You can edit the approval process by editing steps, adding additional steps, and by changing the order of the
steps. You must define who receives approval tasks. You can also define conditions by which an approver is to
receive an approval task.

Once you scope approval for tickets, then you detail the approval process. For this step, you define the approval
conditions and an approver before the approval process is ready to use. Navigate to Administrator
Approval Process . See Creating an Approval Process for details.

 Note

At least one approval process must be active. To define an approval process, copy the default approval
process and adapt the approval validity, ensuring one process has an unlimited validity.

4.1.4 Configure Number Range in a Ticket

The administrator can configure the number range for your tickets via fine tuning.

You can maintain Number Range in a ticket for Customer and Employee Support. Go to Business Configuration
and search for Ticket. Your search would display the Tickets for Customer Support and Tickets for Employee
Support activities.

1. Click Maintain Number Range.

2. Adapt the Begin Number and End Number.
3. Save your changes.

4.1.5 Configure Document Types in Tickets

Document types represent ticket types in your application. Your administrator can help you create custom
ticket types via fine tuning.

Create custom ticket types in your solution to:

● filter your tickets

● define reports
● assign service levels and define flexible notifications. For more information, see Configuring Service Level
Agreements and Configure Workflow Rules topics.

To configure Document Types in a ticket for Customer and Employee Support, go to Business Configuration
and search for Ticket. Your search would display the Tickets for Customer Support and Tickets for Employee
Support activities.

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Adding a Document Type

1. Click Maintain Document Types.

2. Click Add Row and enter the required document type code and a description.
3. Decide the process variant that you want to use the document type for. For Example: employee or
customer support. You can make the type visible by checking the Requires Work flag. You can also select a
different status schema.
The process variant controls the appearance of work centers, fields, and status suitable for the
corresponding processes.

 Note

The process variant is pre-set with the corresponding setting, based on whether you opened the
activity under Tickets for Customer Support or Tickets for Employee Support.

4. Save your changes.

5. To delete a document type, simply select the entry you want to delete and click Delete. Save your changes.

 Note

You can't delete document types that are used in your tickets.

4.1.6 Configure Status Schemas for a Ticket

In addition to the standard status and status schemas for tickets, you can specify custom ones as well by
mapping them to a valid combination of life cycle status and assignment status. The administrator can
configure this activity via fine tuning.

You can change visibility, and sequence of the standard statuses. With the status schemas, you can realize
different processes in your company. For Example: you can create a status schema for your internal employee
support, as well as a status schema that is valid for the interaction with your partners.

To maintain status schemas in a ticket for Customer and Employee Support, go to Business Configuration and
search for Ticket. Your search displays the Tickets for Customer Support and Tickets for Employee Support
activities.

● Adding a New Status Schema

1. Under Status Schemas click Add Row.
2. Enter an ID and a name for the schema.
3. Save your changes.
Now you can assign statuses to your schema.
● Assigning Status Codes to Schema
1. Click Add Row under Assign Status Codes to Status Schema.
2. Enter a number in the column Sort Sequence to specify the status sequence in the dropdown list in the
application.
3. Select a Status from the value help that comes from the Ticket Status Dictionary.
4. Decide whether this status should be the initial entry for all newly created tickets and whether it should
be visible in the dropdown list in ticket handling.

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26 PUBLIC Tickets
  Note

○ Only the Open Life Cycle Status can be selected as initial status.
○ You can select the Closed Life Cycle Status but you can't set it to visible.

5. Then save your changes.

● Maintaining a Status Schema
You can change the name of a schema and the sort sequence of the assigned statuses, statuses itself, and
checkboxes Initial Status and Status Visibility.
● Deleting
Select the line that you want to delete and click Delete.

 Note

Only statuses can be deleted that aren't used.

4.1.7 Configure Reporter at Ticket Creation

Use party determination to configure whether the reporter information is copied from the account data linked
to the ticket.

Context

Your administrator can choose whether the ticket reporter is copied from the account contact information,
entered as the currently logged in user, or entered manually.

Procedure

1. Go to Business Configuration and search for Ticket. Your search returns the Tickets for Customer Support
and Tickets for Employee Support activities.
2. Based on your scenario, click either of the links and navigate to Maintain Involved Parties.
3. Select the Reporter role, and then select Maintain Determinations.
4. Select the steps used to populate the ticket reporter field.

○ Copied from Partner Contact

○ Copied from Contact of Account
○ Copied from Individual Customer
○ Current User

 Tip

Each of these steps is evaluated in the order shown. The first value found is used to fill the reporter
field. For example, if you select all four steps, and there is no account associated with the ticket, then

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 the currently logged in user is used as the reporter. If no steps are selected, then the reporter must
always be entered manually.

If the ticket is created as a follow-up, or copied from an existing ticket, then the reporter and other
party information is copied from the source object.

4.1.8 Configure Ticket Status Dictionary

To use your own ticket statuses in your processes and schemas, the administrator would have to create the
statuses first in the Ticket Status Dictionary and assign them to life cycle and assignment status.

To maintain entries for ticket status schemas, you first create them in the Ticket Status Dictionary. Go to
Business Configuration Implementation Projects Open Activity Lists Fine Tune and search for Tickets
for Customer Support. Click Maintain Status Dictionary Entries, and using the Add Row button, maintain the
status and create additional status for tickets here.

Use the status values you create in ticket status dictionary and then go to Ticket Status Schemas to assign
them to a ticket.

The following table lists the pre delivered status values that you can select in the ticket and the possibilities to
change them in the ticket. When you create your statuses keep these possibilities in mind.

You can change the description of the pre delivered statuses, but you can't delete them.

Current Status Reachable Statuses Non-Reachable Statuses Description

Open ● In Process ● Copied to CRM This status is not reachable

● Customer Action ● Closed from any other value.

● Completed

In Process ● Copied to CRM ● Open If the status changes from

● Customer Action ● Closed In Process to Closed
● Completed the system completes and
closes the ticket.

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 Current Status Reachable Statuses Non-Reachable Statuses Description

Copied to CRM None ● Open This status is only reachable

● In Process after In Process. If this

● Customer Action status is set the ticket is re­

plicated to the SAP CRM On-
● Completed
Premise system. It is not
● Closed
reachable if the document is
inconsistent and it cannot be
changed in the SAP Cloud for
Customer system. But the
status is changeable for in­
bound actions because in
case a ticket is set to
Completed in the CRM On-
Premise system the status
Completed is written back
to the Cloud system.

Requires Work ● In Process ● Open when creating a ticket, if you

● Copied to CRM ● Closed select the ticket type as work

● Completed relevant, the Requires Work

status flag gets enabled.

Completed ● In Process ● Open A ticket, which is

● Customer Action ● Copied to CRM Completed cannot be set
● Closed to Copied to CRM. In
Process is not reachable if
the ticket was completed by
the On-Premise system. A
ticket can only be revoked if it
was not transferred to an On-
Premise system.

Closed None ● Open If a ticket is closed, it is not

● In Process possible to open it again any­

● Copied to CRM more. This status can only be

used for still in the system
● Customer Action
existing tickets. New tickets
● Completed are not allowed to use
Closed.

 Note
You, as a customer, can't
change this status.

Besides these, our solution also provides you with various statuses for tickets integrated with SAP ERP. The
SAP ERP ticket statuses are as follows:

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Tickets PUBLIC 29
● Release to SAP ERP: Once your work on the ticket is complete, you can set the action to Finish Work. The
ticket is now ready to be released to SAP ERP.
● Release Pending: When the ticket is in process the ticket has the Release Pending status.
● Release Discarded: If there are issues when data is sent to SAP ERP, errors display in the error log of the
ticket.
● Released: If there are no issues in the ticket data when released to SAP ERP, the status updates to
Released.

Add and Delete Ticket Status

To add a status click Add Row, enter a description, select the wanted life cycle and assignment status, and save
your changes.

To delete a status, select the corresponding status line, click Delete, and save your changes.

4.1.9 Configure Item Processing Codes for Tickets

To enable ticket item defaulting based on item processing codes, the administrator has to configure item
processing codes via business configuration.

When you create a ticket item and set a ticket type to it, the system assigns it a processing code based on the
code mapping maintained in the rules table. The administrator has the ability to edit these mappings in the
rules table.

Each of the processing codes in turn are associated with and mapped to certain values and flags, such as
Pricing Relevant, ERP Relevant, Scheduling Method. You have the ability to set these values and flags in the
system using the business configuration activity list.

So when you select a ticket type when creating a ticket item, then the system displays default values in the
fields based on the item processing code set in the system. However, at this point, the user has the ability to
edit these fields and change the default values.

Follow the steps below to set-up item processing codes for your business.

1. Go to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Codes .
2. Select Add Row.
3. To create item processing codes, populate the required fields. Enter a description.
4. Select the required System Processing Type and the Invoicing Method.
○ System Processing Type
With the System Processing Type you trigger the accounting records for costs and goods movement in
your company.
○ Billing Request creates a request for billing.
○ Complaint Request can be used to report complaints on external document items. This feature
requires SDK development in order to be exposed as a front-end capability.
○ External Procurement creates an SAP ERP sales order with procurement items (item category
TAS), based on actual quantity.

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30 PUBLIC Tickets
 ○ Item Planning and Item Confirmation allows custom integration scenarios based on planned
quantity or actual quantity.
○ Part Consumption from Technician Stock marks the item as taken out of the stock of the technician
and triggers the required billing and costing.
○ Part Advance Shipment to Customer Consignment Stock marks the item to be shipped to the
customer’s consignment stock before the technician plans to visit the customer.
○ Part Consumption from Customer Consignment Stock marks the item as consumed material from
the customer consignment stock. It triggers also the required billing and costing.
○ Part Return from Customer Consignment Stock marks the item as the to be returned material
(partly or completely) from the customer consignment stock.
○ Time creates a CATS time posting based on actual quantity. The line item in Billing Request is
based on Invoice Method.
If no integration with SAP ERP exists, the Type field is hidden and always defaulted to this value.
○ Invoicing Method
With the Invoicing Method you decide how the item shall be invoiced in SAP ERP:
○ Fixed Price takes the planned quantities for billing.

 Note

Please note that advance shipment doesn’t work with fixed price.

○ Time and Material is the default setting and takes the confirmed (actual) time and quantity for
billing.
○ Not Relevant
5. Save your entries.

 Note

Custom processing codes begin with Z. The rest of the codes are provided by the solution.

Example

If an item processing code is flagged as Pricing Relevant, then a ticket item will be set by default as relevant for
pricing. However, this only applies if the ticket type is also set as Pricing Relevant. The default pricing flag at
ticket item level can be changed by the user. In this case, the pricing flag is re-determined.

4.1.10 Configure Sales Order Processing Code for Tickets

The administrator can select the Sales Order processing type code available for Ticket items under Item
Processing Codes activity in fine tuning. Customers can use this processing code while creating Sales Orders in
SAP ERP.

Navigate to Business Configuration Implementation Projects Open Activity List , and search and select
Tickets for Customer Support or Tickets for Employee Support.

Click Maintain Item Processing Codes and select Sales Order to set the processing code.

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Tickets PUBLIC 31
4.1.11 Configure Involved Parties in a Ticket (Customer and
Employee Support)

Your administrator would have to maintain Involved Parties in a ticket for Customer and Employee Support via
fine tuning.

Context

You can automatically determine all involved parties for business transactions and their related documents
using party roles and determination rules. This allows you to streamline account team assignments, and
ensure that business partners are correctly assigned to business objects in a way that matches your company
processes.

Procedure

1. Go to Business Configuration and search for Ticket. Your search would display the Tickets for Customer
Support and Tickets for Employee Support activities.
2. Based on your scenario, click either of the links and navigate to Maintain Involved Parties. You can decide
which party roles you want to use in your application. However some party roles are set as mandatory by
default and you cannot deactivate these.
3. Add or edit party roles and under Party Role Assignments click Add Row.
4. Select a Party Role from the dropdown list.
5. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for
manual changes.

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32 PUBLIC Tickets
 6. Save your changes.
7. Then click Maintain Determinations where you can edit the determination for the newly added party role.
8. For Delete Role Assignments, select the line you want to delete and click Delete.

4.1.12 Configure Item Processing Determination for Tickets

For item processing determination, you can configure which processing codes can be determined based on the
product, product category, or ticket type

When creating an item in a ticket, after you enter the product, the determination of the ItemProcessingCode is
triggered based on the settings you've maintained in the Item Processing Determination fine tuning table.

Follow the steps below to set-up and assign item processing codes with the item processing determination for
your business.

1. Go to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Determination .
2. Select Add Row.
3. To create item processing determination, populate the required fields, such as Usage Type and Item
Processing Codes.
4. Save your entries and activate the rule.

4.1.13 Configure Custom Involved Parties for Tickets

The administrator can configure custom involved parties for a ticket. You can then determine custom involved
parties from Installed Base or Registered Product, using the party determination framework.

Use the determination option for Installed Base and Registered Product for custom parties to provide flexibility
to customers where they can add custom involved parties to a ticket and also take advantage of the party
determination framework for custom involved parties.

To add a custom involved party, navigate to Business Configuration Activity List Tickets for Customer
Support Involved Parties .

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4.1.14 Enable Party Determination Rules for Creating Tickets
from Registered Products, Installed Base, and
Installation Points

You can choose to determine the Service Technician and Service Technician Team using party determination
rules instead of copying this information from the associated registered product, installed base, and installation
point, when creating ticket from them. Your administrator can enable this option by selecting the related
question in business configuration.

Navigate to Business Configuration Edit Project Scope Questions Service Customer Care Service
Request Management , and under the Business Option section, enable the question: Use rules to determine
technician and team when creating new ticket from registered product, installed base, or installation
point?

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34 PUBLIC Tickets
4.1.15 Configure Ticket Routing Rules
Administrators can create routing rules for automated ticket assignment.

Context

 Restriction

Your organization can choose to route tickets either with routing rules, or by organizational structure, but
not both.

Procedure

1. Go to Administrator Service and Social Work Distribution , then select one of these options:

○ Ticket Routing Rules by Organization or Territory

○ Ticket Routing Rules by Employee
2. Set up the rules table with Adapt Columns.

The first time you set up business rules you must configure the rules table. By default, the first 20 fields on
the screen appear as columns in the table. Use the left and right arrow buttons to remove any unwanted
default columns and add only the fields you wish to use. You can have up to 15 columns in the table,
including the results column.

 Tip

Use only the columns required for assigning objects. Extra columns can impact performance. You can
add additional columns and rules at any time.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field of the row is added to the
table.

You can add values to more than one field in a row. The fields in one row evaluate with a logical AND
relationship. The field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol (*) in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better
performance.

For example, if your rules determine assignments based on zip codes, use the Between operator to set
up a range of zip codes in sequence. Use the Include operator to group zip codes that have the same
prefix.

The Comparison Operations document in the Related Links section provides detailed information on
operators in your solution.

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Tickets PUBLIC 35
5. Continue to add rows for each desired result.

The system compares rows using the logical OR operator. The system compares each rule, top to bottom,
until ONE evaluates to true.

Rearrange rows by selecting the row and clicking Swap.

 Tip

Among other properties, you can specify customer language as a ticket routing rule criteria, to assign
tickets to a team or a territory.

6. Choose Save when finished.

7. Click Activate Rules.

To enable your changes, you must activate the new rules. Otherwise, the system uses the previous rule set.

Related Information

http://help.sap.com/saphelp_nw73/helpdata/en/50/9eecf3152c4fb08d50e94faaf4a277/content.htm

4.1.16 Configure Ticket Routing Rule Restrictions for Local

Administrators

Assign local administrators to geographical areas for which they can create rules.

Context

Only administrators with global access rights can create and edit restrictions for local administrators.

Procedure

1. Go to Administrator Service and Social Work Distribution Ticket Routing Rules to open the rules
table.
2. Choose Add Row above the Local Administrators Restrictions table.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.

The local administrator can create rules that apply only to the specified country and region.
5. Continue to add rows for each local administrator you wish to assign.
6. Choose Save when finished.

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36 PUBLIC Tickets
4.1.17 Configure Ticket Routing by Organization or Employee

Administrators can define work distribution rules to enable routing of tickets to particular team or agent
queues.

Prerequisites

 Restriction

Your organization can choose to route tickets either with routing rules, or by organizational structure, but
not both.

● You have created or uploaded employee and product data.

● You have created and activated your organizational structure, and set up your teams for ticket handling.
● If your system is configured to support social media channels and you want to use social media channels
as routing criteria, you have configured those channels.
● If your system is configured to support e-mail as a channel and you want to use e-mail as routing criteria,
you have configured e-mail and added the corresponding inbound e-mail addresses.

Context

Work items are tickets in the system created from customer messages. You can also create organizational work
distribution rules to manage escalation routing and routing based on social media channels.

By default, all incoming customer service tickets are visible to all employees with the corresponding access
rights. The Organizational Work Distribution and Employee Work Distribution views enable you to manage the
distribution of customer tickets within your service organization. You create rules that allow the system to
evaluate the tickets and distribute them to the responsible team or the responsible processing agent.

Procedure

1. Go to Administrator Service and Social Settings Organizational Work Distribution , OR Employee

Work Distribution.
2. Select the work category: Service and Support Team for Service Requests - Social Media and choose Edit.
3. Choose Add Rule or Copy Rule.

The system processes work distribution rules according to their priorities. If you have maintained multiple
rules for a work category, the system only uses the first rule that applies. By default, new rules are added to
the bottom of the list, and so have the lowest priority. To change the priority, move a rule up or down in the
table.

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  Note

To ensure that all tickets are routed properly, we recommend that you create a default rule at the
bottom of the rule list. The default rule should be applicable to the properties of any incoming
customer message. If no other routing rules apply, the default rule routes tickets.

4. Enter the name, choose, or enter the ID of the responsible customer service org. unit, or service agent and
enter the validity period for the rule.
5. Go to the Rule Details section and specify the parameters for the rule.

Each of the following parameters appears as a tab. Using the parameters, you can specify which parameter
is to be included in the rule or excluded from the rule.
○ ABC Classification
○ Country
○ Product Category
○ Service Category
○ Account (Includes all individual customers and customer accounts)
○ Service Priority Code
○ Escalation Status
○ Channel Type

 Note

The social media channel type is only supported by SAP Cloud for Social Engagement.

○ Channel
6. Choose Check to verify that your rule is consistent and then save your entries.
7. Move the rule up or down in the list to set priority in the processing sequence.

4.1.18 Configure Service Level for Tickets

The administrator would create a new service level in the system.

Context

Follow these steps to create a new service level in the solution.

Procedure

1. Go to Administrator Service and Social Settings SLA Setup

Configure the settings for the new service level in the four tabs: General, Reaction Times, and Operating
Hours. The Changes tab is for change history and is blank for new entries.

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38 PUBLIC Tickets
 2. Enter a name, ID, and description for the new service level on the General tab.
3. Add milestones on the Reaction Times tab.
4. Select a milestone type.

○ Due Date for Completion

○ Due Date for Initial Review
○ Due Date for On-site Arrival
○ Due Date for Resolution
○ Due Date for Response
You can set the Recurring flag for the Due Date for Response option. Each time a customer responds to
a ticket, Due Date for Response is recalculated according to the time you define for this milestone (in
the Operating Hours tab under Time Ranges).

 Restriction

Automatic alerts for overdue milestones are not currently supported in SAP Cloud for Customer.

5. Add details for a milestone. Select an entry in the Milestones table and then add rows to the Details of
Milestone table as needed. Select Type of Service, Priority, and Net Labor Time for each row.

You can maintain multiple service types and priorities for a milestone. Add a new row for each priority.

 Tip

For Net Labor Time if you enter the duration in hours, the system only considers operating hours. If you
enter the duration in days, the system uses the Weekly Configuration, but not the time ranges. You
enter this information on the Operating Hours tab in the next step.

 Example

Your working days are from Monday to Friday, from 8:00 to 18:00 and the reporting date is
Wednesday 1.1.2014, 15:00
○ If you enter a duration of 2 days the system calculates a due date on Friday, 3.1.2014,15:00.
○ If you enter a duration of 48 hours the system calculates a due date on Wednesday,8.1.14,
13:00.

6. Set the Working Day Calendar, Time Zone, Weekly Configuration, and Time Ranges on the Operating Hours
tab.

Time Ranges allows you to set the hours when your service staff is available. Operating Hours may not be
available, depending on your configuration. If you do not enter operating hours, the system assumes that
service is available 24/7.
7. Select Save to save the new service level. The service level is saved in the system and added to the Service
Levels tab.
8. Activate the new service level. Select the row for the newly created service level and select Change Status,
then choose Active. Status options include: Active, Blocked, and Obsolete.

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4.1.19 Configure Service Level Determination Rules for
Tickets

Administrators can set up rules that automatically assign service levels to tickets.

Context

When you create or edit a service request or ticket, the system uses rules to evaluate which service level to
apply. When a rule is found that matches the ticket, the system applies the appropriate service level. The
service level pushes details about reaction times and due date calculations to the ticket.

Procedure

1. Go to Administrator Service and Social SLA Setup Determine Service Level to open the rules
table.
2. Set up the rules table with Adapt Columns.

The first time you set up business rules you must configure the rules table. By default, the first 15 fields on
the screen appear as columns in the table. Use the left and right arrow buttons to remove any unwanted
default columns and add only the fields you wish to use. You can have up to 15 columns in the table,
including the results column.

 Tip

Use only the columns required for assigning objects. Extra columns can impact performance. You can
add additional columns and rules at any time.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field of the row is added to the
table.

You can add values to more than one field in a row. The fields in one row evaluate with a logical AND
relationship. The field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol (*) in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better
performance.

For example, if your rules determine assignments based on zip codes, use the Between operator to set
up a range of zip codes in sequence. Use the Include operator to group zip codes that have the same
prefix.

The Comparison Operations document in the Related Links section provides detailed information on
operators in your solution.

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 5. Continue to add rows for each desired result.

The system compares rows using the logical OR operator. The system compares each rule, top to bottom,
until ONE evaluates to true.

Rearrange rows by selecting the row and clicking Swap.

6. Choose Save when finished.
7. Click Activate Rules.

Enable your changes by activating the new rules. Otherwise, the system uses the previous rule set.

Related Information

http://help.sap.com/saphelp_nw73/helpdata/en/50/9eecf3152c4fb08d50e94faaf4a277/content.htm

4.1.20 Configure External Pricing Call in Tickets

Administrators can learn about external pricing call configuration to retrieve the complete pricing result from
SAP on premise systems to your cloud solution.

If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous pricing
update once the sales document is updated during save.

If the document was previously replicate, with this configuration, you can disable the synchronous pricing call
to the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes
created in your cloud solution. For both configuration options, the pricing status is calculated successfully
through the asynchronous call from the external system. The user can still trigger pricing synchronously by
clicking the asynchronous call action.

To configure external pricing call, go to fine-tuning activity Ticket Tickets for Customer Support
Document Types :

● Enable External Pricing for ticket type.

● Enable ticket item processing code for pricing.

Next, go to Ticket Tickets for Customer Support Item Processing Codes :

● If an item processing code is flagged as Pricing Relevant, then the ticket item would be set as relevant for
pricing, by default.
● The default pricing flag on ticket item level can be changed by the user.
● The pricing flag is re-determined if the item processing code is changed by the user.

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4.1.21 Configure Main Ticket Closure

Administrators can configure the solution to prevent closing main tickets with open sub-tickets.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Customer Care Service Request Management Questions Ticket Completion

To prevent closing main tickets with open sub-tickets, choose In Scope for the question: Do you want to prevent
users from completing main tickets when sub-tickets remain open?

4.1.22 Configure Skills in Ticket

The administrator must enable Skills via business configuration to use the feature in ticket.

Go to Service Customer Care Service Request Management Questions and select the question: Do
you want to enable Skills Functionality in Ticket?

4.1.23 Configure Tickets Summary and Signature

Administrators can configure the template for a ticket summary.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Questions Service Customer Care Service Request Management Ticket Summary Templates and
check the box next to the question: Do you want to use locally-stored templates for ticket summary
reports?

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4.1.24 Configure Employee Work Distribution Rules

As an administrator, you can create employee work distribution rules to enable the system to evaluate work
items and to determine the responsible service agent.

Context

In this case the work items are tickets in the system created from customer messages. You can also create
organizational work distribution rules to manage escalation routing and routing based on social media
channels.

Procedure

1. Go to Administrator Service and Social Settings Employee Work Distribution .

2. Select the work category: Service and Support Team for Service Requests - Social Media and choose Edit.
3. Choose Add Rule or Copy Rule.

The system processes work distribution rules according to their priorities. If you have maintained multiple
rules for a work category, the system only uses the first rule that applies. By default, new rules are added to
the bottom of the list, and so have the lowest priority. To change the priority, move a rule up or down in the
table.
4. Enter the name, choose or enter the ID of the responsible customer service agent, and enter the validity
period for the rule.
5. Go to the Rule Details section and specify the parameters for the rule.

Each of the following parameters appears as a tab. Using the parameters, you can specify which parameter
is to be included in the rule or excluded from the rule.
○ ABC Classification
○ Country
○ Product Category
○ Service Category
○ Account (Includes all individual customers and customer accounts)
○ Service Priority Code
○ Escalation Status
○ Channel Type

 Note

The social media channel type is only supported by SAP Cloud for Social Engagement.

○ Channel
6. Choose Check to verify that your rule is consistent and then save your entries.
7. Move the rule up or down in the list to set priority in the processing sequence.

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4.1.25 Configure Ticket Response Templates

Administrators and users can create templates for standard ticket response text.

Context

Follow the steps to create and set up a template for ticket response.

Procedure

1. Go to Service Templates .
2. Add a new template and enter the required information: Name, Subject, Channel Type, and Template Text.
For response templates, select Text-Based for Template Type.

You can edit the template text as needed when you add placeholders.

 Note

Use document-based templates to create branding that surrounds the reply text. Branding templates
can be linked to specific communications channels.

3. Select Save and Open to view template details for further editing.
4. Add placeholders (optional). Add a row to the placeholder table. Define a placeholder tag in the first
column and select a field in the second column to populate the placeholder.

Placeholders names are surrounded by the pound sign (#). For example, define a placeholder name
#CustID# and select the field Customer ID to insert the customer ID number into the template text. Once
you define your desired placeholders, you can insert them into the template text. When the user selects the
template, the solution fills in the placeholders with ticket data.
5. Set template as Corporate to make it available to all users (optional).

4.1.26 Configure Microsoft Outlook for Ticket Responses

The administrator would set up your system to use Microsoft Outlook to respond to service tickets.

Context

You must scope Microsoft Outlook in your solution to use the tool for responding to your customers.

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Procedure

1. Go to Business Configuration Edit Project Scope Questions Service Customer Care Service
Request Management Group: E-mail replies via Microsoft Outlook (1) .
2. Set the question to In Scope.
3. Instruct all agents to download and install the SAP Cloud for Customer Add-In for Microsoft Outlook from
the Download page.

Results

Service agents can now use Microsoft Outlook to respond to tickets. Agents can also respond with the built-in
response editor by deselecting the Use Microsoft Outlook checkbox in Interactions.

4.1.27 Configure ATP Check for Tickets

Administrators can set up document types and item processing codes for available-to-promise (ATP) check.

Context

ATP check is only available for tickets with specific criteria.

● The document type is relevant for ATP

● The item processing code is relevant for ATP check
● The status for ticket item work progress is:
○ Open
○ Ready
○ Not Relevant

Procedure

1. Configure document types. Go to Business Configuration Implementation Projects and select Open
Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support, then select
Maintain Document Types. Select the ATP Relevant checkbox for each document type you wish to enable

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 for ATP check.

2. Configure item processing codes. Go toGo to Business Configuration Implementation Projects and
select Open Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support,
then select Maintain Item Processing Codes. Select the ATP Check Relevant checkbox for each processing
code you wish to enable for ATP check.

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4.1.28 Configure Access Restriction for Tickets Via Business
Role

The administrator can restrict some business roles from creating new tickets, by configuring authorization via
Access Restriction. This feature restricts ticket creation to selected employees, based on their role.

Navigate to Administrator General Settings Users Business Roles and select the necessary business
role to set up access restrictions for ticket creation.

 Note

This feature is available online only.

4.1.29 Configure Contract Restrictions Based on Ticket Type

The administrator would configure contract types and usage restrictions based on additional criteria such as
ticket type.

You can create different contract document types with restricted coverage based on the context they are used
in. You can associate specific contract types with specific ticket types to auto assign the appropriate contract
for a ticket type.

Set up ticket document types to support contract restrictions as follows:

1. Go to Business Configuration Implementation Projects .

2. Select your implementation project and choose Open Activity List.
3. Go to Fine Tune Activity List Tickets for Customer Support Tickets for Customer Support
Maintain Document Types .
4. Add document types and descriptions. A new document type should start with the letter Z.
5. Select a Contract Usage Restriction for each document type as required.

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6. Choose Save and Closewhen finished.

Users can specify usage restrictions for each contract item. When a user creates a work ticket, the system
automatically applies the specified usage restrictions based on the ticket type.

4.1.30 Configure Stock for Tickets

Scoping the Stock allows you to view all stock-related information for service technicians, service team, or
service organizations. To use the stock option in a ticket, the administrator would have to assign the Stock work
center to the field service technician business role.

To scope stock for your solution, go to Scoping Business Configuration Implementation Projects Edit
Project Scope Service Entitlement Management Stock Location and select the checkbox. Next, go to
the Questions tab to select the option for using the Stock work center to enable you to view the stock location
data.

To assign the Stock work center to the field service technician business role, go to Administration Work
Center and View Assignments tab. Assign the Stock work center to the field service technician business role
with COD_STOCKLOCATION_WCF ID code.

4.1.31 Configure Knowledge Base Integration for Tickets

The administrator has to scope and enable Knowledge Base Integration in SAP Cloud for Customer solution.

Context

Enabling this feature turns on the solution finder feature of the workspace where your external knowledge base
is integrated.

Procedure

1. Go to Business Configuration Implementation Projects and select the relevant implementation

project.
2. Click Edit Project Scope.
3. Click Next > until you reach Questions.

4. In the Scoping Elements list, select Service Customer Care Service Request Management .
5. Enable Knowledge Base Integration by selecting In Scope for that question.
6. Click Next .
7. Click Next .

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4.1.32 Configure Web Service

Administrators can create a knowledge base web service.

Context

Create a web service to access knowledge base content.

Procedure

1. Go to Administrator Business Flexibility Mashup Web Services .

2. Click New, then RSS/Atom Service.

Single sign-on (SSO) is not supported for knowledge base integration.

3. Enter the URL of the RSS or Atom feed and click Extract Parameters.
4. The system extracts any parameters and displays them under Input Parameters.
5. If you already have the input parameters, you can also enter them manually.
6. Adjust the input parameter values as required, ensuring that the search term parameter is blank.
7. Save your entries.

Example

For example, if the URL for the RSS or Atom feed for your knowledge base vendor is https://
KBvendor.com/search?q=test, then the system would extract the parameter, q, with the constant, test.
You would need to delete the constant value so it remains blank.

4.1.33 Configure Data Mashup

As the administrator, once you've created the web service for your knowledge base, create a data mashup to
specify the mapping between the search parameters used by the system and the web service input
parameters.

1. Go to Administrator Business Flexibility Mashup Authoring .

2. Click New, then Data Mashup.
The guided activity for creating a new data mashup opens.

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Defining the General Information

1. For Mashup Name, enter KNOWLEDGE_BASE.

 Caution

The name must be KNOWLEDGE_BASE.

2. For Mashup Category, choose News & Reference.

3. For Port Binding, choose Knowledge Base Search.
4. Click Finish & Activate.

Defining the Mashup Details

1. Add the knowledge base web service you created, as a source for the data mashup.
Click the Sources tab.

 Tip

Depending on the size of your screen, you may have to scroll within the left pane to see the Sources tab.
By default, the Parameters tab is active.

2. Drag and drop the RSS/Atom Services building block onto the central authoring canvas.
3. In the dialog box, select the web service you created for your knowledge base.
4. Using the cursor, draw a connection between the bottom of Mashup In-Port and the top of Fetch Feed boxes
of the new service.
5. With Fetch Feed selected, in the properties pane on the right, select SearchExpression for the search term
parameter.
6. Now with Mashup In-Port selected, in the properties pane on the right, enter a search expression that
you're sure would return results.
7. Click Preview Result.
The results of your search expression are displayed in the result pane.
8. If the results are what you expected, click Next .

Reviewing the Mashup

If all the information for the mashup is correct and OK, save it by clicking Finish.

 Caution

Make sure the status is active.

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4.1.34 Configure SAP JAM as Knowledge Base for Tickets

The administrator would scope and configure SAP Jam as a knowledge base for ticket responses.

 Note

Your system must be integrated with SAP Jam for Feed content before you can use SAP Jam as a
knowledge base.

To scope, go to Service Customer Care Service Request Management Questions . In the scoping
questions for the Knowledge Base Group, select and scope the question Do you want to use SAP Jam as a
knowledge base provider?

4.1.35 Set Up SAP JAM for Collaboration

As the administrator, once you've enabled SAP JAM for collaborating in a ticket, set up SAP JAM in your
system.

Follow these steps for setting up your system:

1. In SAP JAM, register your solution as an OAuth Client.

2. In your solution, register the SAP JAM system.
3. In SAP JAM, register your solution as a SAML Identity provider.
4. Confirm successful integration within your solution.

 Tip

We recommend using dynamic on-boarding, without explicit user mapping. There are several ways to
achieve this. Refer to the screenshot and find the appropriate option that addresses your user provisioning:

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4.1.36 Configure SAP JAM Integration in Ticket

To use SAP JAM to collaborate and resolve a ticket, the administrator must first enable the feature, and
integrate it with our solution.

Go to Scoping Business Configuration Implement Project Edit Project Scope Communication and
Information Exchange People Collaboration, Intranet and External Services Communities and Document
Management Questions . Under SAP JAM Integration, select the question: Do you want to integrate SAP
JAM with your cloud solution?

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4.1.37 Configure System Processing Type for External
Procurement

Each of the item processing codes maintained in fine tuning for Tickets is associated with and mapped to
certain values and flags. These can be Pricing Relevant, SAP ERP Relevant, or Scheduling Method. The
administrator can set these values and flags in the system using the business configuration activity list.

Maintain system processing type code for External Procurement, which would in turn create a SAP ERP sales
order with procurement items (item category TAS). This can also be used for SAP ERP sales order with regular
items (TAN).

4.1.38 Enable Processor and Team Consistency Check

The administrator would have to scope this feature via business configuration. Using this feature, you are able
to select a ticket processor across all teams.

Enabling the feature lets you override any consistency check that is otherwise required for a ticket processor
and the respective service team. When this option is selected, the system would not delete the ticket
processor, even if the processor does not belong to the respective team.

Navigate to Business Configuration Implementation Projects Questions Service Customer Care

Service Request Management , and under the Processor and Team Consistency Check section, select, and
enable the question: Disable consistency check between processor and service support team when re-
assigning a ticket?

4.1.39 Configure Workflow Rule Triggers

Administrators can trigger workflow rules based on the value of the Pricing Status and ERP Release Status
fields, or on keywords contained in ticket subject and body.

● Create workflow rules based on the values in the Pricing Status and ERP Release Status fields. These
triggers allow you to set up rules that automatically release a ticket to an SAP ERP system, or request
pricing information.
● Keywords contained in the subject or body text of a ticket can also trigger workflow actions. For example,
route tickets based on whether certain text appears in the ticket. The text or keywords can be entered by
the customer or the agent. For tickets generated from e-mail channels, the body text of the e-mail message
is copied into the ticket description. Therefore, defining rules based on the ticket description is equivalent
to monitoring for keywords in the body of incoming messages.

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4.2 Create Tickets

You can create a ticket manually from the Tickets or Work Ticket work centers, and employee support (within
our solution) based on incoming communication from various available channels.

Click the Create icon (at the bottom of the screen) to create a new ticket. We recommend data input in the
Type, Source, and Subject fields. Of course, the Subject field is mandatory. The Source field dropdown let's you
select the source of the incoming communication that led to the ticket creation. The dropdown list displays
communication channels based on what is configured and integrated in your system.

 Note

When you create a ticket manually, you are able to use certain source types. The remaining source types
are assigned to a ticket when the tickets are created via available channels.

You can create a ticket from the following screens:

● Ticket
● Copy e-mail to multiple Tickets
● Create from un-associated e-mails
● Sub Tickets (from Related Items tab)

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 ● Account
● Contact
● Contract
● Opportunity
● Sales Order
○ Task
○ Items
○ Involved parties
● Individual Customer
● Registered Products
● Employee
● Installed Base
● Installation Point
● Maintenance Plans

The ticket gets automatically associated to the object from where you created.

4.2.1 Configure Ticket Creation

Administrators can configure ticket creation using the quick create form, or create tickets in detail sview.

Go to Administration Service and Social Tickets Ticket Configuration .

To create new tickets using ticket detail view, select the option labeled: Create tickets in detail view. If this
option left unselected, the default behavior is to create new tickets with the quick create form.

4.2.2 Configure Reporter at Ticket Creation

Use party determination to configure whether the reporter information is copied from the account data linked
to the ticket.

Context

Your administrator can choose whether the ticket reporter is copied from the account contact information,
entered as the currently logged in user, or entered manually.

Procedure

1. Go to Business Configuration and search for Ticket. Your search returns the Tickets for Customer Support
and Tickets for Employee Support activities.

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2. Based on your scenario, click either of the links and navigate to Maintain Involved Parties.
3. Select the Reporter role, and then select Maintain Determinations.
4. Select the steps used to populate the ticket reporter field.

○ Copied from Partner Contact

○ Copied from Contact of Account
○ Copied from Individual Customer
○ Current User

 Tip

Each of these steps is evaluated in the order shown. The first value found is used to fill the reporter
field. For example, if you select all four steps, and there is no account associated with the ticket, then
the currently logged in user is used as the reporter. If no steps are selected, then the reporter must
always be entered manually.

If the ticket is created as a follow-up, or copied from an existing ticket, then the reporter and other
party information is copied from the source object.

4.3 Manage Tickets

Learn about the options and parameters you have for handling ticket setup and management in the solution.

You have a wide variety of options for classifying, organizing, linking, and routing tickets in the solution. Your
administrator or service manager sets many of these options based on how your organization uses tickets.

Managing the Ticket List or Queue [page 57]

The Tickets tab displays all tickets in the solution. The Queue is a subset of the ticket list containing
open and in process tickets assigned to you.

Use Ticket Types [page 60]

Select a ticket Type to define the kind of ticket you are creating in the system.

Status Handling in Tickets [page 61]

You can maintain dictionary entries for the user status, combine the dictionary entries, assign them to
status schemas, and finally assign the status schemas to ticket types.

Assign Involved Parties to Tickets [page 66]

You can assign involved party to a ticket at creation or after creating the ticket.

Number Range in Tickets [page 69]

Ticket Number is created and assigned at the creation of the ticket. Administrators can define number
ranges for tickets. When you create a ticket the system automatically determines the next free number
of the defined number range.

Apply Access Restrictions to Tickets [page 70]

Apply consistent access restrictions to the various ticket work centers. The administrator sets this up
in the system.

Time Points [page 71]

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 Time Points comprise of various time lines in a ticket providing you with information about when
certain ticket tasks were created, highlighting deadlines, and the time range when a ticket for a
particular stage of processing needs to be completed.

Credit Check in Tickets [page 73]

You can check the credit status, credit limit, and credit exposure for your customers before providing
them any service.

Organize Tickets with a Ticket Hierarchy [page 74]

Organize tickets by adding sub-tickets to a main ticket.

Determine Skills in Tickets [page 74]

In tickets, skills are determined from customers, registered products, products, and installed base.
Skills can be determined in tickets only in the online mode.

Define Service Location in Tickets [page 76]

The Service Location in a ticket refers to the location or address where the service would be performed.
The address can be defined as: Address of a Business Partner (Ship-To-Party), Address of an
Installation Point or Installed Base or Registered Product, Document-specific address in the ticket.

Route Tickets [page 77]

Set up ticket routing based either on organizational structure or team and territory.

Set Up Service Level Agreements for Tickets [page 81]

Service levels determine the initial response and completion due time for processing customer support
tickets.

Create Service Categories for Tickets [page 84]

Service categories are used to capture consistent information, to allow for reporting and
benchmarking, and for determining service level assignments.

4.3.1 Managing the Ticket List or Queue

The Tickets tab displays all tickets in the solution. The Queue is a subset of the ticket list containing open and in
process tickets assigned to you.

Depending on the type of user interface client you use, and your company's needs, your system may be set up
with Tickets, the Queue, or both work centers. Once you log on to the system, navigate to Service Tickets
to view tickets in the system. If you have the Queue work center available, the work center displays tickets
assigned to you for processing. The My Queue list displays by default. You have further options to see a list of
open and in-process tickets from this tab by choosing a different search filter. If you only see Tickets, you can
use search filters to duplicate the Queue to list open and in process tickets assigned to you.

 Note

You cannot delete tickets from the system, but tickets with status set to Irrelevant are removed from all
queues.

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The following graphic shows the tasks you can perform with the tickets in your ticket list or queue:

 Tip

You can find all ticket processing options in the Actions menu.

Here's a short video to get you started working with tickets:

4.3.1.1 Edit Ticket Subject and Priority in Work List

Update ticket subject and priority in the work list without having to open the ticket detail view.

Context

You, as an administrator can enable editing in the work list by logging into the fiori client, navigating to your
user profile menu and selecting Settings Company Settings Enable Editing in Dataset in Fiori Client .

Procedure

1. Find the ticket you wish to edit in the ticket list.

2. Select the ticket, then select the Edit icon at the top right of the list.

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 3. Select the ticket subject or priority and edit as required.

Select a new priority from the menu. Subject is a text field you can edit as usual.
4. Select Save to save your changes and exit edit mode.

4.3.1.2 Tickets Tab in Detail View

You can link tickets to related objects such as accounts, customers, contacts, and opportunities. Related
tickets appear in the Tickets tab in the object detail view.

You can search, sort, and filter the related tickets list. Choose default views to see:

● All Tickets
● Tickets I Created
● Tickets Involving This (Object) in Any Role

4.3.1.3 Show Tickets with Account in Secondary Role

View tickets where the current account, contact, or individual customer is involved in a secondary role.

Context

When you open the tickets tab for an account, contact or individual customer, the default view for the list
shows you tickets where the account, contact, or individual customer has the primary role. You can select a
view with broader parameters to see tickets that include the current account, contact, or individual customer in
a secondary role, such as the bill-to or ship-to party.

Procedure

1. Open the Tickets tab for an account, contact, or individual customer.

2. Select the view labeled: Tickets involving Account in Any Role.

The filter label reflects the type of object you’re viewing - Account, Contact, or Individual Customer.

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4.3.2 Use Ticket Types

Select a ticket Type to define the kind of ticket you are creating in the system.

SAP provides one standard ticket type each for Employee Support and Service Request. You can define your
own ticket types and associated processes. Administrators can define new ticket types in business
configuration, where this is referred to as document types.

 Note

You can only configure settings for the document or ticket type that you create.

Based on the ticket type, you can define the status schema; whether it is relevant for external pricing, contract
use, work tickets, or ATP (available to promise).

Example

If you'd like to handle inquiries, feedback, or complaint processes differently in your organization, you would
create three different ticket types.

4.3.2.1 Configure Document Types in Tickets

Document types represent ticket types in your application. Your administrator can help you create custom
ticket types via fine tuning.

Create custom ticket types in your solution to:

● filter your tickets

● define reports
● assign service levels and define flexible notifications. For more information, see Configuring Service Level
Agreements and Configure Workflow Rules topics.

To configure Document Types in a ticket for Customer and Employee Support, go to Business Configuration
and search for Ticket. Your search would display the Tickets for Customer Support and Tickets for Employee
Support activities.

Adding a Document Type

1. Click Maintain Document Types.

2. Click Add Row and enter the required document type code and a description.
3. Decide the process variant that you want to use the document type for. For Example: employee or
customer support. You can make the type visible by checking the Requires Work flag. You can also select a
different status schema.
The process variant controls the appearance of work centers, fields, and status suitable for the
corresponding processes.

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  Note

The process variant is pre-set with the corresponding setting, based on whether you opened the
activity under Tickets for Customer Support or Tickets for Employee Support.

4. Save your changes.

5. To delete a document type, simply select the entry you want to delete and click Delete. Save your changes.

 Note

You can't delete document types that are used in your tickets.

4.3.3 Status Handling in Tickets

You can maintain dictionary entries for the user status, combine the dictionary entries, assign them to status
schemas, and finally assign the status schemas to ticket types.

In a Ticket, for the user status dropdown list, only those entries that you've maintained via configuration
display.

 Note

You can set the status for multiple tickets in the Tickets tab.

Example

Example

The following are few commonly used statutes:

Work Progress Status

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● Open
● Partially Ready:
○ At least one item is in status Ready, and at least one item is in status Open or In Scheduling.
● In scheduling
● Ready:
○ When Requires Work flag is set (via Ticket Type or Status), item work progress status is automatically
set to Ready.
○ If Resource Scheduling is scoped, then for items with service requirement, scheduling flag is set. Those
items aren’t directly set to status ready. Status is set to Ready when an assignment is created.
● Started:
○ Status Started is set when actual quantity of one item is changed, or when item action Start Work is
triggered.
● Finished:
○ Use the Finish Work item action to set the ticket status to Finished. Finish Work also copies the planned
quantity to actual quantity for an item, and marks the item as Read Only, preparing the item for
release to ERP.

Release to ERP Status

● Not Relevant
● Not Released to ERP
● Released to ERP

4.3.3.1 Configure Ticket Status Dictionary

To use your own ticket statuses in your processes and schemas, the administrator would have to create the
statuses first in the Ticket Status Dictionary and assign them to life cycle and assignment status.

To maintain entries for ticket status schemas, you first create them in the Ticket Status Dictionary. Go to
Business Configuration Implementation Projects Open Activity Lists Fine Tune and search for Tickets
for Customer Support. Click Maintain Status Dictionary Entries, and using the Add Row button, maintain the
status and create additional status for tickets here.

Use the status values you create in ticket status dictionary and then go to Ticket Status Schemas to assign
them to a ticket.

The following table lists the pre delivered status values that you can select in the ticket and the possibilities to
change them in the ticket. When you create your statuses keep these possibilities in mind.

You can change the description of the pre delivered statuses, but you can't delete them.

Current Status Reachable Statuses Non-Reachable Statuses Description

Open ● In Process ● Copied to CRM This status is not reachable

● Customer Action ● Closed from any other value.

● Completed

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 Current Status Reachable Statuses Non-Reachable Statuses Description

In Process ● Copied to CRM ● Open If the status changes from

● Customer Action ● Closed In Process to Closed
● Completed the system completes and
closes the ticket.

Copied to CRM None ● Open This status is only reachable

● In Process after In Process. If this

● Customer Action status is set the ticket is re­

plicated to the SAP CRM On-
● Completed
Premise system. It is not
● Closed
reachable if the document is
inconsistent and it cannot be
changed in the SAP Cloud for
Customer system. But the
status is changeable for in­
bound actions because in
case a ticket is set to
Completed in the CRM On-
Premise system the status
Completed is written back
to the Cloud system.

Requires Work ● In Process ● Open when creating a ticket, if you

● Copied to CRM ● Closed select the ticket type as work

● Completed relevant, the Requires Work

status flag gets enabled.

Completed ● In Process ● Open A ticket, which is

● Customer Action ● Copied to CRM Completed cannot be set
● Closed to Copied to CRM. In
Process is not reachable if
the ticket was completed by
the On-Premise system. A
ticket can only be revoked if it
was not transferred to an On-
Premise system.

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Current Status Reachable Statuses Non-Reachable Statuses Description

Closed None ● Open If a ticket is closed, it is not

● In Process possible to open it again any­

● Copied to CRM more. This status can only be

used for still in the system
● Customer Action
existing tickets. New tickets
● Completed are not allowed to use
Closed.

 Note
You, as a customer, can't
change this status.

Besides these, our solution also provides you with various statuses for tickets integrated with SAP ERP. The
SAP ERP ticket statuses are as follows:

● Release to SAP ERP: Once your work on the ticket is complete, you can set the action to Finish Work. The
ticket is now ready to be released to SAP ERP.
● Release Pending: When the ticket is in process the ticket has the Release Pending status.
● Release Discarded: If there are issues when data is sent to SAP ERP, errors display in the error log of the
ticket.
● Released: If there are no issues in the ticket data when released to SAP ERP, the status updates to
Released.

Add and Delete Ticket Status

To add a status click Add Row, enter a description, select the wanted life cycle and assignment status, and save
your changes.

To delete a status, select the corresponding status line, click Delete, and save your changes.

4.3.3.2 Configure Status Schemas for a Ticket

In addition to the standard status and status schemas for tickets, you can specify custom ones as well by
mapping them to a valid combination of life cycle status and assignment status. The administrator can
configure this activity via fine tuning.

You can change visibility, and sequence of the standard statuses. With the status schemas, you can realize
different processes in your company. For Example: you can create a status schema for your internal employee
support, as well as a status schema that is valid for the interaction with your partners.

To maintain status schemas in a ticket for Customer and Employee Support, go to Business Configuration and
search for Ticket. Your search displays the Tickets for Customer Support and Tickets for Employee Support
activities.

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 ● Adding a New Status Schema
1. Under Status Schemas click Add Row.
2. Enter an ID and a name for the schema.
3. Save your changes.
Now you can assign statuses to your schema.
● Assigning Status Codes to Schema
1. Click Add Row under Assign Status Codes to Status Schema.
2. Enter a number in the column Sort Sequence to specify the status sequence in the dropdown list in the
application.
3. Select a Status from the value help that comes from the Ticket Status Dictionary.
4. Decide whether this status should be the initial entry for all newly created tickets and whether it should
be visible in the dropdown list in ticket handling.

 Note

○ Only the Open Life Cycle Status can be selected as initial status.
○ You can select the Closed Life Cycle Status but you can't set it to visible.

5. Then save your changes.

● Maintaining a Status Schema
You can change the name of a schema and the sort sequence of the assigned statuses, statuses itself, and
checkboxes Initial Status and Status Visibility.
● Deleting
Select the line that you want to delete and click Delete.

 Note

Only statuses can be deleted that aren't used.

4.3.3.3 Assignment Status of a Ticket

The Assignment Status of a ticket tells you who the ticket is assigned to and has several options.

● Processor Action: The ticket is created by the requestor and the processor has to react to the ticket, for
example, the customer creates a ticket and the first level support reacts to the ticket.
● Planner Action: The ticket is forwarded to a planner or technician who has to do the work, such as
repairing a technical issue, or delivering services. This assignment status sets also the Requires Work flag
in the ticket.
● Requestor Action: The ticket is in process and the support colleague asks the customer to do
something on his or her side to solve the issue.
● Provider Action: The first level support cannot solve the ticket alone and needs help from the second
level support or a third party provider. He or she can use this status and the ticket is forwarded
automatically to the corresponding destination, for example, an external system.
● Not Assigned: Can only be used with Life Cycle Status Closed.

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4.3.4 Assign Involved Parties to Tickets

You can assign involved party to a ticket at creation or after creating the ticket.

You can automatically determine involved parties for a ticket using determination rules and master data. Add a
role and party based on maintained configuration. You can activate or deactivate these roles in configuration.
However some party roles are set as mandatory by default and you cannot deactivate them.

While creating a ticket for a registered product, party information such as Customer and Service Technician, is
copied to the ticket from the registered product. For some parties the information is based on involved party
determination rules defined for the ticket.

4.3.4.1 Configure Involved Parties in a Ticket (Customer

and Employee Support)

Your administrator would have to maintain Involved Parties in a ticket for Customer and Employee Support via
fine tuning.

Context

You can automatically determine all involved parties for business transactions and their related documents
using party roles and determination rules. This allows you to streamline account team assignments, and
ensure that business partners are correctly assigned to business objects in a way that matches your company
processes.

Procedure

1. Go to Business Configuration and search for Ticket. Your search would display the Tickets for Customer
Support and Tickets for Employee Support activities.
2. Based on your scenario, click either of the links and navigate to Maintain Involved Parties. You can decide
which party roles you want to use in your application. However some party roles are set as mandatory by
default and you cannot deactivate these.
3. Add or edit party roles and under Party Role Assignments click Add Row.
4. Select a Party Role from the dropdown list.
5. Decide whether the role should be, for example, active, mandatory, unique, or should be forbidden for
manual changes.
6. Save your changes.
7. Then click Maintain Determinations where you can edit the determination for the newly added party role.
8. For Delete Role Assignments, select the line you want to delete and click Delete.

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4.3.4.2 Configure Reporter at Ticket Creation

Use party determination to configure whether the reporter information is copied from the account data linked
to the ticket.

Context

Your administrator can choose whether the ticket reporter is copied from the account contact information,
entered as the currently logged in user, or entered manually.

Procedure

1. Go to Business Configuration and search for Ticket. Your search returns the Tickets for Customer Support
and Tickets for Employee Support activities.
2. Based on your scenario, click either of the links and navigate to Maintain Involved Parties.
3. Select the Reporter role, and then select Maintain Determinations.
4. Select the steps used to populate the ticket reporter field.

○ Copied from Partner Contact

○ Copied from Contact of Account
○ Copied from Individual Customer
○ Current User

 Tip

Each of these steps is evaluated in the order shown. The first value found is used to fill the reporter
field. For example, if you select all four steps, and there is no account associated with the ticket, then
the currently logged in user is used as the reporter. If no steps are selected, then the reporter must
always be entered manually.

If the ticket is created as a follow-up, or copied from an existing ticket, then the reporter and other
party information is copied from the source object.

4.3.4.3 Add Contact for Custom Involved Party in a Ticket

Add a contact for custom involved party of category Other Party directly in a ticket.

Go to Tickets Involved Parties and set contact field for custom parties.

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4.3.4.4 Configure Custom Involved Parties for Tickets

The administrator can configure custom involved parties for a ticket. You can then determine custom involved
parties from Installed Base or Registered Product, using the party determination framework.

Use the determination option for Installed Base and Registered Product for custom parties to provide flexibility
to customers where they can add custom involved parties to a ticket and also take advantage of the party
determination framework for custom involved parties.

To add a custom involved party, navigate to Business Configuration Activity List Tickets for Customer
Support Involved Parties .

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4.3.4.5 Enable Party Determination Rules for Creating
Tickets from Registered Products, Installed Base,
and Installation Points

You can choose to determine the Service Technician and Service Technician Team using party determination
rules instead of copying this information from the associated registered product, installed base, and installation
point, when creating ticket from them. Your administrator can enable this option by selecting the related
question in business configuration.

Navigate to Business Configuration Edit Project Scope Questions Service Customer Care Service
Request Management , and under the Business Option section, enable the question: Use rules to determine
technician and team when creating new ticket from registered product, installed base, or installation
point?

4.3.5 Number Range in Tickets

Ticket Number is created and assigned at the creation of the ticket. Administrators can define number ranges
for tickets. When you create a ticket the system automatically determines the next free number of the defined
number range.

Number range for tickets may not always be in sequence. Depending on where the ticket is created the
corresponding number ranges is picked up and assigned. Hence they may not be in the sequence.

Sometimes there maybe missing ticket numbers. Ticket number is created and assigned at the creation of the
ticket. If the Ticket fails to save due to user cancellation or any other process this number would be lost
explaining the missing ticket numbers.

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4.3.5.1 Configure Number Range in a Ticket

The administrator can configure the number range for your tickets via fine tuning.

You can maintain Number Range in a ticket for Customer and Employee Support. Go to Business Configuration
and search for Ticket. Your search would display the Tickets for Customer Support and Tickets for Employee
Support activities.

1. Click Maintain Number Range.

2. Adapt the Begin Number and End Number.
3. Save your changes.

4.3.6 Apply Access Restrictions to Tickets

Apply consistent access restrictions to the various ticket work centers. The administrator sets this up in the
system.

When access restrictions are applied to any ticket work center, they apply to context access. This results in the
most lenient access all tickets-related work centers that share the access context.

Ticket work centers in same access context

Work Center Technical Name

Tickets SEOD_TICKETMD_SADL_WCVIEW

Queue SEOD_QUEUE_SADL_OWL

(Not visible to end user) TICKET_DESKTOP_NAVIGATION

(Not visible to end user) TICKET_TABLET_NAVIGATION

 Remember

All work centers assigned to a business user or business role that share the same access context should
have the same level of access restriction.

4.3.6.1 Configure Access Restriction for Tickets Via

Business Role

The administrator can restrict some business roles from creating new tickets, by configuring authorization via
Access Restriction. This feature restricts ticket creation to selected employees, based on their role.

Navigate to Administrator General Settings Users Business Roles and select the necessary business
role to set up access restrictions for ticket creation.

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  Note

This feature is available online only.

4.3.7 Time Points

Time Points comprise of various time lines in a ticket providing you with information about when certain ticket
tasks were created, highlighting deadlines, and the time range when a ticket for a particular stage of processing
needs to be completed.

The following list provides you with options of ticket tasks that you might want to capture in your ticket:

Time Point Explanation

Request Receipt Time Point Time point at which a request is received, and when Ticket is
reopened.

Warranty start reference time point Together with a duration from the date profile, the warranty
start reference time point determines the start date of a war­
ranty, which is assigned to a ticket.

Escalation Time Point Time point when the ticket was escalated. Deescalation initi­
alizes the time point.

Posting Time Point Time point at which an accounting document in Financial

Accounting becomes effective and the period balances of
the concerned accounts change.

Due Date for Completion Time point at which something shall be completed.

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Time Point Explanation

Due Date for On-site Arrival Time point at which the technician shall be at the customers
site.

On-site Arrival Date Time point at which the technician arrived at the customers
site.

Due Date for Resolution Time point at which the issue shall be fixed for the customer.

Resolved On Date Time point at which the issue was fixed for the customer.

Due Date for Initial Review Time point at which an initial reaction should take place (Set
to In Process)

Due Date for Response Ticket creator(such as: Customer) will be continuously in­
formed about the Ticket status and progress. As long as the
ticket is in “Processor Action”, the processor needs to send
an update, such as:. every 2 hours.

Response by Processor Reference Time Point Reference Time point for calculation of Due Date for Re­
sponse

Response by Processor Time Point Time point at which the processor sends an update to the re­
quester (such as: Customer). Sets also the reference time
point.

Response by Requester Time Point Time point at which the requester (such as: Customer)
sends an update onto the Ticket. Sets also the reference
time point.

Request Closed at Time Point Time point at which a request is considered as finally closed.

Request Finished at Time Point Time point at which the processing of a request is com­
pleted.

Request Initial Receipt Time Point Time point at which a request is received for the first time
(customer reports incident)

Request in Process at Tme Point Time point at which an order is taken up for processing.

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You would be able to see the maintained Time Points in a ticket as displayed in the following screenshot:

4.3.8 Credit Check in Tickets

You can check the credit status, credit limit, and credit exposure for your customers before providing them any
service.

In a ticket, selecting Actions Request External Pricing would provide you information for Credit Status,
Credit Limit, and Credit Exposure from the SAP ERP system.

 Note

Credit Status is added in Ticket Approval workflow as a condition.

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4.3.9 Organize Tickets with a Ticket Hierarchy

Organize tickets by adding sub-tickets to a main ticket.

View ticket hierarchy under Service Ticket Hierarchy .

4.3.9.1 Sub-Tickets

Sub-tickets enable you to group multiple tickets under one main ticket. For example, several tickets created
due to the same root cause can be grouped under one main ticket and closed once the underlying issue is
resolved.

From the ticket detail view, Sub-Tickets tab you can perform the following actions with sub-tickets, both online
and while working in offline mode:

● Add an existing ticket as a sub-ticket

● Create a new ticket as a sub-ticket to this main ticket
● Set status for one or more sub-tickets
● Add items to sub-tickets

You can quickly add the current ticket as a sub-ticket by entering a ticket ID in the Main Ticket field in the
header area on the Overview tab.

4.3.9.2 Configure Main Ticket Closure

Administrators can configure the solution to prevent closing main tickets with open sub-tickets.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Customer Care Service Request Management Questions Ticket Completion

To prevent closing main tickets with open sub-tickets, choose In Scope for the question: Do you want to prevent
users from completing main tickets when sub-tickets remain open?

4.3.10 Determine Skills in Tickets

In tickets, skills are determined from customers, registered products, products, and installed base. Skills can
be determined in tickets only in the online mode.

The Skills tab of Tickets displays the list of all skills that are determined or added at the tickets header level. If
any of the entities ( customers, registered products, products, or installed base) is updated in a ticket, skills are
redetermined. You can modify a skill by selecting or deselecting the Mandatory checkbox. You can also delete a
skill. If a skill is updated manually, it is not updated during redetermination.

If you want to add additional skills, you have to add them manually. To add skills manually to tickets, on the
Skills tab, click Add and in the Add Skills window, enter the required details.

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  Note

If you want to make the skill mandatory, select the Mandatory checkbox.

When you add a new skill, skills are redetermined in the ticket.

 Example

There is a ticket for a customer named BlueDrive, and French is maintained as a language skill for this
customer. The ticket also has a registered product associated to it. The Serial ID is SOLGRD 98907870. For
this registered product, the Processing Unit Repair skill is maintained. Therefore, based on the customer
and the registered product, these two skills (French and Processing Unit Repair) are determined for the
ticket.

Determine Skills in Ticket Items

When an item is added in a ticket, skills from the ticket header are determined for the item as well. Skills
maintained for a product are also determined at the ticket item level.

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The Skills tab at the ticket item level displays the list of skills for that item. You can modify a skill by selecting or
deselecting the Mandatory checkbox. You can also delete a skill.

If you want to add additional skills, you have to add them manually. To add skills manually to a ticket item, on
the Skills tab, click Add and in the Add Skills window, enter the required details.

 Note

If you want to make the skill mandatory, select the Mandatory checkbox.

If an item is in Ready or equivalent status, you cannot update or determine the skill.

4.3.10.1 Configure Skills in Ticket

The administrator must enable Skills via business configuration to use the feature in ticket.

Go to Service Customer Care Service Request Management Questions and select the question: Do
you want to enable Skills Functionality in Ticket?

4.3.11 Define Service Location in Tickets

The Service Location in a ticket refers to the location or address where the service would be performed. The
address can be defined as: Address of a Business Partner (Ship-To-Party), Address of an Installation Point or
Installed Base or Registered Product, Document-specific address in the ticket.

● Address of a Business Partner (ship-to-party):

Create a new ticket and enter a customer. The service location information is automatically referenced
from the customer information.
● Address of an Installation Point, Installed Base, or Registered Product:
Create a new ticket and enter a customer, and serial ID of the product. The service location information is
automatically referenced from the information maintained in the product via serial ID.
● Document-specific Address in Ticket:
Create a new ticket and enter service location information directly in the ticket.

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4.3.12 Route Tickets

Set up ticket routing based either on organizational structure or team and territory.

4.3.12.1 Route Tickets by Team or Territory

Set up ticket routing based on service teams or territories.

 Note

Among other properties, you can specify customer language as a ticket routing rule criteria to assign
tickets to a team or a territory.

4.3.12.2 Configure Ticket Routing Rules

Administrators can create routing rules for automated ticket assignment.

Context

 Restriction

Your organization can choose to route tickets either with routing rules, or by organizational structure, but
not both.

Procedure

1. Go to Administrator Service and Social Work Distribution , then select one of these options:

○ Ticket Routing Rules by Organization or Territory

○ Ticket Routing Rules by Employee
2. Set up the rules table with Adapt Columns.

The first time you set up business rules you must configure the rules table. By default, the first 20 fields on
the screen appear as columns in the table. Use the left and right arrow buttons to remove any unwanted
default columns and add only the fields you wish to use. You can have up to 15 columns in the table,
including the results column.

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  Tip

Use only the columns required for assigning objects. Extra columns can impact performance. You can
add additional columns and rules at any time.

3. Choose Insert Row above the rules table. A new row with an asterisk in each field of the row is added to the
table.

You can add values to more than one field in a row. The fields in one row evaluate with a logical AND
relationship. The field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol (*) in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better
performance.

For example, if your rules determine assignments based on zip codes, use the Between operator to set
up a range of zip codes in sequence. Use the Include operator to group zip codes that have the same
prefix.

The Comparison Operations document in the Related Links section provides detailed information on
operators in your solution.

5. Continue to add rows for each desired result.

The system compares rows using the logical OR operator. The system compares each rule, top to bottom,
until ONE evaluates to true.

Rearrange rows by selecting the row and clicking Swap.

 Tip

Among other properties, you can specify customer language as a ticket routing rule criteria, to assign
tickets to a team or a territory.

6. Choose Save when finished.

7. Click Activate Rules.

To enable your changes, you must activate the new rules. Otherwise, the system uses the previous rule set.

Related Information

http://help.sap.com/saphelp_nw73/helpdata/en/50/9eecf3152c4fb08d50e94faaf4a277/content.htm

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4.3.12.3 Configure Ticket Routing Rule Restrictions for Local
Administrators

Assign local administrators to geographical areas for which they can create rules.

Context

Only administrators with global access rights can create and edit restrictions for local administrators.

Procedure

1. Go to Administrator Service and Social Work Distribution Ticket Routing Rules to open the rules
table.
2. Choose Add Row above the Local Administrators Restrictions table.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.

The local administrator can create rules that apply only to the specified country and region.
5. Continue to add rows for each local administrator you wish to assign.
6. Choose Save when finished.

4.3.12.4 Configure Ticket Routing by Organization or

Employee

Administrators can define work distribution rules to enable routing of tickets to particular team or agent
queues.

Prerequisites

 Restriction

Your organization can choose to route tickets either with routing rules, or by organizational structure, but
not both.

● You have created or uploaded employee and product data.

● You have created and activated your organizational structure, and set up your teams for ticket handling.
● If your system is configured to support social media channels and you want to use social media channels
as routing criteria, you have configured those channels.

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● If your system is configured to support e-mail as a channel and you want to use e-mail as routing criteria,
you have configured e-mail and added the corresponding inbound e-mail addresses.

Context

Work items are tickets in the system created from customer messages. You can also create organizational work
distribution rules to manage escalation routing and routing based on social media channels.

By default, all incoming customer service tickets are visible to all employees with the corresponding access
rights. The Organizational Work Distribution and Employee Work Distribution views enable you to manage the
distribution of customer tickets within your service organization. You create rules that allow the system to
evaluate the tickets and distribute them to the responsible team or the responsible processing agent.

Procedure

1. Go to Administrator Service and Social Settings Organizational Work Distribution , OR Employee

Work Distribution.
2. Select the work category: Service and Support Team for Service Requests - Social Media and choose Edit.
3. Choose Add Rule or Copy Rule.

The system processes work distribution rules according to their priorities. If you have maintained multiple
rules for a work category, the system only uses the first rule that applies. By default, new rules are added to
the bottom of the list, and so have the lowest priority. To change the priority, move a rule up or down in the
table.

 Note

To ensure that all tickets are routed properly, we recommend that you create a default rule at the
bottom of the rule list. The default rule should be applicable to the properties of any incoming
customer message. If no other routing rules apply, the default rule routes tickets.

4. Enter the name, choose, or enter the ID of the responsible customer service org. unit, or service agent and
enter the validity period for the rule.
5. Go to the Rule Details section and specify the parameters for the rule.

Each of the following parameters appears as a tab. Using the parameters, you can specify which parameter
is to be included in the rule or excluded from the rule.
○ ABC Classification
○ Country
○ Product Category
○ Service Category
○ Account (Includes all individual customers and customer accounts)
○ Service Priority Code
○ Escalation Status
○ Channel Type

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  Note

The social media channel type is only supported by SAP Cloud for Social Engagement.

○ Channel
6. Choose Check to verify that your rule is consistent and then save your entries.
7. Move the rule up or down in the list to set priority in the processing sequence.

4.3.13 Set Up Service Level Agreements for Tickets

Service levels determine the initial response and completion due time for processing customer support tickets.

Service Levels

Use service levels to ensure that your organization delivers adequate service, on time, to all your customers.
Define service levels for your organization in accordance with business priorities, to deliver a competitive cost
model, and to measure performance and quality of customer service. Service levels include rules that impact
tickets, which end up in your Queue.

Service Level Determination Rules

Determination rules are the conditions that determine how a service level is applied. The values and sequence
(top to bottom) set out in the determination rules table is used for selecting and applying a service level for
customer tickets.

 Restriction

To implement service level agreements, configure both service levels and determination rules. You can
restrict service levels to:

● A specific service type or priority maintained at the service level.

● A particular product category, service category, or incident category, or particular country or customer
group that you can maintain in the determination rules.

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4.3.13.1 Configure Service Level for Tickets

The administrator would create a new service level in the system.

Context

Follow these steps to create a new service level in the solution.

Procedure

1. Go to Administrator Service and Social Settings SLA Setup

Configure the settings for the new service level in the four tabs: General, Reaction Times, and Operating
Hours. The Changes tab is for change history and is blank for new entries.
2. Enter a name, ID, and description for the new service level on the General tab.
3. Add milestones on the Reaction Times tab.
4. Select a milestone type.

○ Due Date for Completion

○ Due Date for Initial Review
○ Due Date for On-site Arrival
○ Due Date for Resolution
○ Due Date for Response
You can set the Recurring flag for the Due Date for Response option. Each time a customer responds to
a ticket, Due Date for Response is recalculated according to the time you define for this milestone (in
the Operating Hours tab under Time Ranges).

 Restriction

Automatic alerts for overdue milestones are not currently supported in SAP Cloud for Customer.

5. Add details for a milestone. Select an entry in the Milestones table and then add rows to the Details of
Milestone table as needed. Select Type of Service, Priority, and Net Labor Time for each row.

You can maintain multiple service types and priorities for a milestone. Add a new row for each priority.

 Tip

For Net Labor Time if you enter the duration in hours, the system only considers operating hours. If you
enter the duration in days, the system uses the Weekly Configuration, but not the time ranges. You
enter this information on the Operating Hours tab in the next step.

 Example

Your working days are from Monday to Friday, from 8:00 to 18:00 and the reporting date is
Wednesday 1.1.2014, 15:00

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 ○ If you enter a duration of 2 days the system calculates a due date on Friday, 3.1.2014,15:00.
○ If you enter a duration of 48 hours the system calculates a due date on Wednesday,8.1.14,
13:00.

6. Set the Working Day Calendar, Time Zone, Weekly Configuration, and Time Ranges on the Operating Hours
tab.

Time Ranges allows you to set the hours when your service staff is available. Operating Hours may not be
available, depending on your configuration. If you do not enter operating hours, the system assumes that
service is available 24/7.
7. Select Save to save the new service level. The service level is saved in the system and added to the Service
Levels tab.
8. Activate the new service level. Select the row for the newly created service level and select Change Status,
then choose Active. Status options include: Active, Blocked, and Obsolete.

4.3.13.2 Configure Service Level Determination Rules for

Tickets

Administrators can set up rules that automatically assign service levels to tickets.

Context

When you create or edit a service request or ticket, the system uses rules to evaluate which service level to
apply. When a rule is found that matches the ticket, the system applies the appropriate service level. The
service level pushes details about reaction times and due date calculations to the ticket.

Procedure

1. Go to Administrator Service and Social SLA Setup Determine Service Level to open the rules
table.
2. Set up the rules table with Adapt Columns.

The first time you set up business rules you must configure the rules table. By default, the first 15 fields on
the screen appear as columns in the table. Use the left and right arrow buttons to remove any unwanted
default columns and add only the fields you wish to use. You can have up to 15 columns in the table,
including the results column.

 Tip

Use only the columns required for assigning objects. Extra columns can impact performance. You can
add additional columns and rules at any time.

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3. Choose Insert Row above the rules table. A new row with an asterisk in each field of the row is added to the
table.

You can add values to more than one field in a row. The fields in one row evaluate with a logical AND
relationship. The field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol (*) in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.

 Tip

We recommend that you take full advantage of operators to consolidate your rules for better
performance.

For example, if your rules determine assignments based on zip codes, use the Between operator to set
up a range of zip codes in sequence. Use the Include operator to group zip codes that have the same
prefix.

The Comparison Operations document in the Related Links section provides detailed information on
operators in your solution.

5. Continue to add rows for each desired result.

The system compares rows using the logical OR operator. The system compares each rule, top to bottom,
until ONE evaluates to true.

Rearrange rows by selecting the row and clicking Swap.

6. Choose Save when finished.
7. Click Activate Rules.

Enable your changes by activating the new rules. Otherwise, the system uses the previous rule set.

Related Information

http://help.sap.com/saphelp_nw73/helpdata/en/50/9eecf3152c4fb08d50e94faaf4a277/content.htm

4.3.14 Create Service Categories for Tickets

Service categories are used to capture consistent information, to allow for reporting and benchmarking, and
for determining service level assignments.

A second reason why categorization plays a central role is that it gradually builds up valuable knowledge on the
individual customer service business: Frequencies of categorizations among the respective business
transaction documents can be analyzed and interpreted in terms of business requirements and market
demands.

Creating and defining categories helps build valuable knowledge about the customer and also collects data
that can be analyzed to understand business requirements and market demands.

The following are some service category functionality:

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 ● Define Multi-Level Categories.
● Support categories in different languages.
● Create a version of the existing Catalog.
● Manage the status of a Catalog.

4.3.14.1 Create Service Category Catalog

The administrator can create and maintain service category catalog.

Context

The administrator can create Service Categories to channel incoming service incidents to different service
catalogs, as defined in the system.

Procedure

1. To create and organize service categories and incident categories (subcategories) within service category
catalogs, go to Administrator Service and Social Settings and choose Service Categories.
2. Click New, then choose Service Category Catalog to open the New Service Category Catalog editor.
3. On the General tab, enter the following data:
a. In the General section, enter the catalog name, valid from/to date, and description.
b. In the Usage section, select the business documents that use the catalog.

For SAP Service Cloud, select Ticket.

4. On the Catalog Structure tab, add your service categories to the catalog. The catalog consists of one top-
level category by default.
a. To add additional categories, click Create and select either At Same Level or At Lower Level.
b. Enter a name and ID for your categories and select the Category Type for each category. Each category
type is associated with a selection field, allowing agents to assign one or more categories to a ticket.
The system checks your catalog structure and will not allow agents to select conflicting categories. You
can choose from the following types:

Category Type Workspace Selection Field Category Type Code

Process Service Category 1

Incident Incident Category 2

Object Part Object Category 4

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 Category Type Workspace Selection Field Category Type Code

Cause Cause Category 5

Activity Resolution Category 6

 Tip

We recommend starting with a Process category type at the top level of your catalog structure,
followed by the other category types as sub level categories.

There is no limit to the number of service-category levels you can create in a service catalog. However,
we recommend that you do not create more than four sublevels as an increased number of levels may
make it more difficult to navigate.

5. To edit a category, select the category from the Categories table and edit the details, such as category
name, type or ID.

 Tip

A service category catalog can no longer be edited after the valid-from date is reached. In this case,
simply create a new catalog version.

6. Click Change Status, then Release to release the new service category catalog.
7. Click Save.
8. Click Close to return to the Service Categories view.
9. The new service category catalog is added to the list in the Service Categories view. To open the service
category catalog from this list, click the appropriate catalog ID link.

Results

Service and incident categories can be used as follows:

● To determine service level assignments

● Assigned to tickets
● Excluded from warranties

4.3.14.2 Upload Service Category Catalog

You can create a comma separated value (CSV) file to upload your entire service category catalog, rather than
creating each entry manually in the system. This method also supports uploading multiple languages in the
same file.

Create a spreadsheet with the following data pattern and save in CSV format.

<CategoryID>;<CategoryType>;<ParentCategoryID>;<Language1>;<Name1>;<Description1>
;<Language2>;<Name2>;<Description2>...

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  Note

Service category catalog files are Microsoft Excel files in comma separated value (CSV) format. Enter
values as shown in the table.

CategoryID Category­ ParentCa­ Language1 Name1 Descrip­ Language2 Name2 Descrip­

Type tegoryID tion1 tion2

TT-CO 1 EN Complaint Complaint DE Reklama­ Reklama­

tion tion

CO-ACC 2 TT-CO EN Accommo­ Accommo­ DE Unterkunft Unterkunft

dation dation

CO-TR 2 TT-CO EN Transfer Transfer DE Transfer Transfer

CO-AIR 2 TT-CO EN Airport Airport DE Flughafen Flughafen

CO-FL 2 TT-CO EN Flight Flight DE Flug Flug

For a complete list of supported language codes, refer to SAP Cloud for Customer System and Software
Requirements .

Points to remember:

● The category ID and Parent Category ID must be different, or else the upload stops with an error.
● For category IDs, the prefix CA_ is reserved for categories created manually in the system, and is never
used for category IDs in upload files.
● Use a semicolon as a separator in the CVS file. The semicolon as a value separator allows you to use
commas in entry text.
● The same restrictions on ID apply to uploaded records as to manually created categories.
● Use additional columns to add multiple languages. Repeat the same data pattern for each additional
language.
● Uploading a catalog replaces the current catalog, if any. The system can have only one service category
catalog.

 Note

Points to remember:

● category ID: no more than 25 characters

● category name: no more than 40 characters
● category description: no more than 80 characters
● Define a ParentCategoryID as a CategoryID before referencing as a parent category, for example, TT-
CO in the example table

 Caution

The upload file is limited to a combined total of 25,000 category entries in all languages. If you require a
larger service category catalog, please contact SAP support.

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1. Navigate to Administrator Service and Social Settings
2. Select New Catalog from file .
3. Select the file to upload.
If you have included a header row in the file, select Exclude Column Headers. The system discards any
entries in the first row.
4. Select Upload.
Uploading the file creates a service category catalog with the status of In Preparation. Open the new
catalog and verify that the contents have imported correctly.
5. Click Change Status, then Release to release the new service category catalog.
6. Click Save.
7. Click Close to return to the Service Categories tab.

Related Information

SAP Cloud for Customer System and Software Requirements

4.3.14.3 Create Catalog Version

To create a new version of a catalog, click on the catalog and select New then Version.

Consider the following when managing catalog versions:

● You can have only one active catalog per usage, for example for service requests, at any one time.

● Catalogs with overlapping periods and overlapping usages aren’t allowed.

The following example shows the correct way to use catalog versions.

 Example

Catalog 1 V1 from 1 January 2010 to 31 December 2010 for service requests

Catalog 1 V2 from 1 January 2011 to 31 December 9999 also for service requests

The following example shows the wrong way to use catalog versions. In this case, there are overlapping periods
for the same usage, service requests.

 Example

Catalog 1 V1 from 1 January 2010 to 31 December 2010 for service requests

Catalog 1 V2 from 1 August 2010 to 31 December 2010 also for service requests

 Remember

● Before deleting or changing categories in your catalog, consider where those ticket categories are
used. Be sure to update your workflow rules, self-service portal, custom solutions, APIs, or any other
instance that includes a list of categories.

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 ● When you create or update a ticket from APIs or custom solutions, the solution is lenient and saves the
ticket with invalid categories. You’ll see a warning message requesting a correction the next time you
open that ticket in the system.

4.3.14.4 Change Status and Delete a Catalog

Consider the following when deleting a catalog or changing the status of a catalog:

● You can delete only catalogs that are In Preparation.

● You can set a released catalog back to In Preparation if the valid-from date has not yet been reached.

● Catalogs that have already been released and are in use cannot be deleted or modified. To remove the
catalog from use, create a new version of the catalog, limit the valid-to date to today’s date, and release it.

4.4 Process Tickets

Explore your options and tools that help you work with tickets in the solution.

The solution provides many tools and options that help you deliver excellent customer service. Respond to
tickets, set up an on-site appointment for a work ticket, or check warranty or contract terms. The information
in this section helps you with your daily ticket processing tasks.

Respond to Tickets [page 90]

Learn about your various options for responding to tickets.

Use Items in Tickets in Field Service [page 95]

Ticket Items can be used in multiple scenarios such as work tickets, complaint tickets, or simple billing
requests. If you have enabled SAP ERP integration (required for Field Service scenarios), you are able
to create items for Services, Expenses, Pricing, Shipping, Parts, and Time. Alternatively, only complaint
and billing request items are available to you.

Use Activities in Tickets [page 98]

Tickets use two types of activities: phone calls and tasks.

Ticket Summary Reports [page 99]

Provide customers with ticket summary reports showing actions and resolution and any parts or
services required.

Ticket Summary and Signature [page 101]

You can generate a ticket summary and capture a signature for it. This feature is also available in the
offline mode.

Check Item Availability from Tickets [page 102]

Check in SAP ERP system if ticket items are available to promise (ATP).

Flexible Offline Pricing for Tickets [page 104]

Flexible offline pricing is available for tickets.

Use Surveys in Tickets [page 109]

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 Use surveys with tickets for checklists and satisfaction surveys.

Warranty in Tickets [page 109]

You can assign a warranty to a registered product or installation point, and determine its coverage in a
ticket.

Contract Determination in Tickets [page 110]

A contract is determined and automatically added to a work ticket during ticket creation. This also
applies to a SLA (service level agreement), which might form as part of a contract that you would be
able to view after ticket determination in the ticket header.

Ticket Scheduling in Field Service [page 112]

Once you've determined that a ticket needs service, add service items in the Items tab based on service
requirement.

Van Stock in Tickets for Field Service [page 114]

You have the option of consuming stock from the Work Tickets tab.

Approve Tickets [page 115]

Learn about the tickets approval process and how to define work distribution and edit conditions.

Assign Product Lists in Tickets [page 117]

Product List is a list of products or product categories that can be assigned to a customer, sales area,
sales territory, product (required products), or product category. The Service Item category type of
product list is used in a ticket.

Unlock a Ticket [page 119]

Unlock tickets opened for editing with unsaved changes.

4.4.1 Respond to Tickets

Learn about your various options for responding to tickets.

Once you start work on a ticket you can communicate back or respond to the customer to let them know:

● The ticket status

● That you require further information or follow-up steps
● You have a solution to the issue

Respond either on the original communication channel or switch to a new, more appropriate communication
channel, depending on the customer preference.

Compose your reply with the built-in response editor, or use an external e-mail application, depending on your
company preference.

4.4.1.1 Ticket Response Editor

Use the built-in editor to compose and send ticket responses.

The response editor includes basic text formatting options. You can apply templates and add images to your
response.

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Basic text formatting tools are always visible above the text entry area. The More tools menu includes buttons
to set alignment, insert tables, print the reply, and more.

 Tip

Drag and drop images into your response, or browse for an image, or enter a URL for an on-line image.

To keep reply file size down, the current reply does not include images from previous messages in the thread.
You can view all images in the thread in the interactions list.

4.4.1.2 Ticket Response Templates

Use response templates to save time when replying to tickets.

Response templates are text-only snippets containing frequently used content. These templates increase your
efficiency by speeding up text entry for ticket responses.

Your organization can create corporate response templates visible to all agents. Each user can also create
personal templates based on their own habits and preferences. Response templates can include placeholders
that are automatically resolved by the system when adding them to a response. When you select a template,
the system displays templates that match the current communication channel. For example, when composing
an e-mail the system shows e-mail templates and not messaging or social media templates. Users and
Administrators can define queries to show only specific templates. For example, show only response templates
matching the ticket language.

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4.4.1.3 Configure Ticket Response Templates

Administrators and users can create templates for standard ticket response text.

Context

Follow the steps to create and set up a template for ticket response.

Procedure

1. Go to Service Templates .
2. Add a new template and enter the required information: Name, Subject, Channel Type, and Template Text.
For response templates, select Text-Based for Template Type.

You can edit the template text as needed when you add placeholders.

 Note

Use document-based templates to create branding that surrounds the reply text. Branding templates
can be linked to specific communications channels.

3. Select Save and Open to view template details for further editing.
4. Add placeholders (optional). Add a row to the placeholder table. Define a placeholder tag in the first
column and select a field in the second column to populate the placeholder.

Placeholders names are surrounded by the pound sign (#). For example, define a placeholder name
#CustID# and select the field Customer ID to insert the customer ID number into the template text. Once
you define your desired placeholders, you can insert them into the template text. When the user selects the
template, the solution fills in the placeholders with ticket data.
5. Set template as Corporate to make it available to all users (optional).

4.4.1.4 Ticket Response with Microsoft Outlook

Reply to tickets using Microsoft Outlook as your external e-mail editor.

Service agents can use Microsoft Outlook and the SAP Cloud for Customer add-in for Microsoft Outlook to
compose and send replies to tickets.

Your Administrator can configure your system to use an external e-mail editor for ticket replies, in this case,
Microsoft Outlook. Replies sent via an external e-mail editor appear as replies on the Interactions tab, rather
than as ticket activities. Once Outlook integration is enabled you can choose to reply from Outlook, or using the
built-in response editor. When you reply with Outlook, you compose and send in a new Outlook window. To
associate the reply with the ticket, include the ticket number in the subject line.

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Each agent must download the SAP Cloud for Customer add-in for Microsoft Outlook and add any shared e-
mail accounts your organization uses to respond to tickets to Microsoft Outlook.

4.4.1.5 Configure Microsoft Outlook for Ticket Responses

The administrator would set up your system to use Microsoft Outlook to respond to service tickets.

Context

You must scope Microsoft Outlook in your solution to use the tool for responding to your customers.

Procedure

1. Go to Business Configuration Edit Project Scope Questions Service Customer Care Service
Request Management Group: E-mail replies via Microsoft Outlook (1) .
2. Set the question to In Scope.
3. Instruct all agents to download and install the SAP Cloud for Customer Add-In for Microsoft Outlook from
the Download page.

Results

Service agents can now use Microsoft Outlook to respond to tickets. Agents can also respond with the built-in
response editor by deselecting the Use Microsoft Outlook checkbox in Interactions.

4.4.1.6 Set Ticket Status

Ticket status reflects the progress of tickets in the system. Status can be linked to approval process and
assignment status.

Select a ticket status from the list in ticket details.

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  Tip

You can set the status for multiple tickets in the Tickets list.

Your administrator defines the statuses available in the list.

Related Information

Status Handling in Tickets [page 61]

4.4.1.7 Pause Ticket SLA Clock

Track the total time a ticket spends with an agent and the total time with the customer.

You can track the total elapsed time a ticket has spent in any status mapped to processor action. Use this
information to track service level agreement (SLA) and milestone compliance.

● Pause the SLA clock while ticket is in customer action status. Resume when ticket returns to agent. This
feature allows you to track the total time with the agent against the SLA terms. Applies to Completion Due,
Resolution Due, and On-Site Arrival milestones.
● Time with agent and with customer appears in ticket details. Processor and requester durations are
adjusted on status change. Use reports to check for SLA and milestone compliance.

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4.4.2 Use Items in Tickets in Field Service

Ticket Items can be used in multiple scenarios such as work tickets, complaint tickets, or simple billing
requests. If you have enabled SAP ERP integration (required for Field Service scenarios), you are able to create
items for Services, Expenses, Pricing, Shipping, Parts, and Time. Alternatively, only complaint and billing
request items are available to you.

 Note

You must maintain configuration for Item Processing Codes and Item Processing Determination to use this
feature.

Field Technicians can create items in the Items tab, and based on assignments maintained via business
configuration, the product would get assigned to the related tabs such as Service, Parts, Time, Expenses.

Administrators can assign Products to Usage in master data to filter product search by Service, Time, Part, and
Expenses in the corresponding Work Tickets tab. Administrators can also assign Products to display in the
related tabs such as: Service, Time, Parts, and Expenses based on the associated Processing Codes.

You can create Ticket Items for the following scenarios:

● Field Service or Work Tickets: items can be created for billing requests, services, parts, expenses.
● Complaint Tickets: items can be created for complaint requests, complaint follow-up documents.
● Normal Tickets: items can be created for billing requests.

Fixed Price Service

Services and Parts are invoiced based on the planned quantity and agreed pricing conditions. Time items are
used for pricing only (Timesheet).

Time and Material Service (based on actual costs of parts and time)

Services are used for resource planning only. Time and Parts are invoiced based on the actual quantity. Time
and Parts are also used as cost.

Time & Material Service (based on actual service and parts)

Planned Services is used for resource planning, and actual service and parts is used for billing. Parts are
invoiced based on the actual quantity. Time items are only used for costing. This scenario lets you differentiate
between the actual services that are invoiced to the customer, and the actual time (labor and travel) spend on a
service assignment.

4.4.2.1 Configure Item Processing Codes for Tickets

To enable ticket item defaulting based on item processing codes, the administrator has to configure item
processing codes via business configuration.

When you create a ticket item and set a ticket type to it, the system assigns it a processing code based on the
code mapping maintained in the rules table. The administrator has the ability to edit these mappings in the
rules table.

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Each of the processing codes in turn are associated with and mapped to certain values and flags, such as
Pricing Relevant, ERP Relevant, Scheduling Method. You have the ability to set these values and flags in the
system using the business configuration activity list.

So when you select a ticket type when creating a ticket item, then the system displays default values in the
fields based on the item processing code set in the system. However, at this point, the user has the ability to
edit these fields and change the default values.

Follow the steps below to set-up item processing codes for your business.

1. Go to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Codes .
2. Select Add Row.
3. To create item processing codes, populate the required fields. Enter a description.
4. Select the required System Processing Type and the Invoicing Method.
○ System Processing Type
With the System Processing Type you trigger the accounting records for costs and goods movement in
your company.
○ Billing Request creates a request for billing.
○ Complaint Request can be used to report complaints on external document items. This feature
requires SDK development in order to be exposed as a front-end capability.
○ External Procurement creates an SAP ERP sales order with procurement items (item category
TAS), based on actual quantity.
○ Item Planning and Item Confirmation allows custom integration scenarios based on planned
quantity or actual quantity.
○ Part Consumption from Technician Stock marks the item as taken out of the stock of the technician
and triggers the required billing and costing.
○ Part Advance Shipment to Customer Consignment Stock marks the item to be shipped to the
customer’s consignment stock before the technician plans to visit the customer.
○ Part Consumption from Customer Consignment Stock marks the item as consumed material from
the customer consignment stock. It triggers also the required billing and costing.
○ Part Return from Customer Consignment Stock marks the item as the to be returned material
(partly or completely) from the customer consignment stock.
○ Time creates a CATS time posting based on actual quantity. The line item in Billing Request is
based on Invoice Method.
If no integration with SAP ERP exists, the Type field is hidden and always defaulted to this value.
○ Invoicing Method
With the Invoicing Method you decide how the item shall be invoiced in SAP ERP:
○ Fixed Price takes the planned quantities for billing.

 Note

Please note that advance shipment doesn’t work with fixed price.

○ Time and Material is the default setting and takes the confirmed (actual) time and quantity for
billing.
○ Not Relevant
5. Save your entries.

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  Note

Custom processing codes begin with Z. The rest of the codes are provided by the solution.

Example

If an item processing code is flagged as Pricing Relevant, then a ticket item will be set by default as relevant for
pricing. However, this only applies if the ticket type is also set as Pricing Relevant. The default pricing flag at
ticket item level can be changed by the user. In this case, the pricing flag is re-determined.

4.4.2.2 System Processing Code Types

These are some system processing code types maintained by SAP in the back-end system, but not visible on
the UI.

System Processing Type Processing

TIME (0001) ● Creates a CATS time posting based on actual quantity

● Line item in Billing Request, based on Invoice Method

PART CONSUMPTION FROM TECHNICIAN STOCK (0002) ● Creates a MM goods movement:

○ Supports technician stock based on Plant & Stor­
age Location combination
○ Supports technician stock based on Consignment
Stock
● Line item in Billing Request, based on Invoice Method

PART ADVANCE SHIPMENT TO CUSTOMER CONSIGN­ Creates a sales order of type Consignment Fill-up
MENT STOCK (0004)

PART CONSUMPTION FROM CUSTOMER CONSIGNMENT ● Creates a MM goods movement from customer con­
STOCK (0003) signment stock
● Line item in Billing Request, based on Invoice Method

PART RETURN FROM CUSTOMER CONSIGNMENT STOCK Creates a sales order of type Consignment Pick-up
(0005)

BILLING REQUEST (0007) Creates a billing request

COMPLAINT REQUEST (0006) No processing in ECC

ITEM PLANNING (0008) & ITEM CONFIRMATION (0009) Allows custom integration scenarios based on planned
quantity or actual quantity

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System Processing Type Processing

EXTERNAL PROCUREMENT (0010) Creates an ECC sales order with procurement items (item
category TAS), based on actual qty

4.4.2.3 Configure Item Processing Determination for

Tickets

For item processing determination, you can configure which processing codes can be determined based on the
product, product category, or ticket type

When creating an item in a ticket, after you enter the product, the determination of the ItemProcessingCode is
triggered based on the settings you've maintained in the Item Processing Determination fine tuning table.

Follow the steps below to set-up and assign item processing codes with the item processing determination for
your business.

1. Go to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Determination .
2. Select Add Row.
3. To create item processing determination, populate the required fields, such as Usage Type and Item
Processing Codes.
4. Save your entries and activate the rule.

4.4.2.4 Items in Tickets Relevant for SAP ERP

All Work Tickets relevant for Field Service must have SAP ERP integration enabled.

● If an item processing code is flagged as ERP Relevant, the ERP Release status of a ticket item is set to Not
Released.
● If an item processing code is not flagged as ERP Relevant, the ERP Release status of a ticket item is set to
Not Relevant.
● The ERP Release status can be changed either way from Not Relevant to Not Released by using the item
actions.

4.4.3 Use Activities in Tickets

Tickets use two types of activities: phone calls and tasks.

● Phone call activities are generated automatically from calls in the live activity center. The system
associates call activities with tickets based on incoming call information. You can also add phone calls to a
ticket manually.

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 ● Task activities are typically added from activity plans associated with surveys.

Related Information

Activity Planning and Routing [page 935]

Surveys [page 976]

4.4.4 Ticket Summary Reports

Provide customers with ticket summary reports showing actions and resolution and any parts or services
required.

Preview or attach the Adobe Acrobat (PDF) format summary report file to the ticket and send it to the
customer. Include an optional customer signature as an acknowledgment or approval of work done.

Your administrator can customize the output by modifying the form templates with your company branding.
You can create multiple output templates for different uses that include specific ticket information for each
scenario.

4.4.4.1 Configure Ticket Summary Templates

Administrators can create and edit templates for ticket summary reports.

Prerequisites

Under Downloads, you have installed Adobe LiveCycle Designer and the Add-In for Adobe LiveCycle Designer.

Context

Use form templates to define the content and layout of ticket summary report documents. Summary reports
are generated in portable document format (PDF) documents that can be printed, or sent as e-mail
attachments.

You can create country-specific form template variants. Language variants are determined by the user logon
language, or in certain cases, by the preferred language of the receiving business partner. For example, an
employee in a German company sends a summary report to a business partner in France. The solution
searches for a French language variant of the form template and uses this template to generate the document.
If a language variant is not available in the recipient language, then the form template in the fallback language
English is used.

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  Note

Customers and partners can use the SAP Cloud Application Studio development tool to implement custom
logic for selecting a template variant.

 Restriction

You cannot delete a form template once it is used to output a report because the template is referenced in
the document output history.

 Recommendation

We recommend that you edit form templates provided by SAP or partners instead of creating new form
templates. Editing provided templates means that you do not have to adapt any output settings and you
can also manage all versions of the template. Form template versions that you customize are not
overwritten by SAP or partner upgrades.

Procedure

1. Go to Administrator Business Flexibility Form Template Maintenance .

2. Select a template and choose Copy As New Template .

As a starting point, select a template with characteristics similar to the form you want to create.
3. Enter a name and description, and select a language.

If you are creating a country-specific form template, select the country. If the template is not country-
specific, leave this field blank.
4. If you want to use master templates to determine the layout of the template, select the Form Master
Template checkbox. If you use a company-specific form master template, the header, footer, and sender
address used in the form are defined and consistent. If a company-specific master template in not
available in the solution, the system uses a default master template.

5. Select the form template variant you want to edit and choose Open Adobe LiveCycle Designer .

For more information about using Adobe LiveCycle Designer, see the Adobe product documentation.
6. Save your changes.
7. Click Publish.

Publishing makes your new template version available for all users.

Next Steps

You can find more information on form templates in the guide entitled Setting-Up SAP Cloud for Customer
System on the SAP help portal at https://help.sap.com/cloud4customer.

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4.4.5 Ticket Summary and Signature

You can generate a ticket summary and capture a signature for it. This feature is also available in the offline
mode.

Go to Tickets tab and select a ticket:

1. Select Action Generate Local Summary .

2. Select a template whose summary is to be generated.
3. Select sign to capture signatures such as: Customer, Agent, or Technician signature on the PDF summary.
4. Select Generate after adding the signature. A summary is generated under Attachments tab with the added
signatures.

 Note

Currently all published templates (irrespective of the country) are listed in the list of available templates.
This feature is available in English only.

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4.4.5.1 Configure Tickets Summary and Signature

Administrators can configure the template for a ticket summary.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Questions Service Customer Care Service Request Management Ticket Summary Templates and
check the box next to the question: Do you want to use locally-stored templates for ticket summary
reports?

4.4.6 Check Item Availability from Tickets

Check in SAP ERP system if ticket items are available to promise (ATP).

If you are using the Fiori client, you can check if ticket items are available to promise in your SAP EPR system.
Trigger ATP Check in the Actions menu in ticket detail view. Availability date and quantity information appears
on the Items tab under ATP.

4.4.6.1 Configure ATP Check for Tickets

Administrators can set up document types and item processing codes for available-to-promise (ATP) check.

Context

ATP check is only available for tickets with specific criteria.

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 ● The document type is relevant for ATP
● The item processing code is relevant for ATP check
● The status for ticket item work progress is:
○ Open
○ Ready
○ Not Relevant

Procedure

1. Configure document types. Go to Business Configuration Implementation Projects and select Open
Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support, then select
Maintain Document Types. Select the ATP Relevant checkbox for each document type you wish to enable
for ATP check.

2. Configure item processing codes. Go toGo to Business Configuration Implementation Projects and
select Open Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support,
then select Maintain Item Processing Codes. Select the ATP Check Relevant checkbox for each processing

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 code you wish to enable for ATP check.

4.4.7 Flexible Offline Pricing for Tickets

Flexible offline pricing is available for tickets.

Service technicians can request estimated pricing information for ticket service parts or products while
working in offline mode. Service uses a subset of the offline pricing fields and functionality. The enablement
steps are the same whether using offline pricing for Sales or Service.

The following four fields are used for offline pricing in service tickets:

● Sales Organization
● Distribution Channel
● Product
● Country

 Restriction

Component-level breakdown for pricing is not available for service tickets.

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4.4.7.1 Flexible Offline Pricing

Flexible offline pricing supports multiple fields, price, discount, and surcharge determination.

Reuse existing pricing procedures for supported fields from ERP by simply exporting them from SAP ERP and
uploading them in SAP Cloud for Customer.

 Caution

Lean offline pricing that you may have implemented is deprecated and is supported only until 1805. Once
you have enabled the new flexible offline pricing, the previous lean offline pricing will no longer work.

 Note

You need to make sure that your SAP Cloud for Customer ERP add-on (CODERINT) should be in
CODERINT 6.0 SP26 level or above.

Related Information

SAP Cloud for Customer Administrator Guide

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4.4.7.2 Use External Pricing in Tickets

You can Request External Pricing in Ticket, External Pricing Conditions in Ticket, Re-Pricing Based on Actual
Quantities in Ticket, Manual Pricing Changes in Ticket, Header Pricing Information in Ticket, or Release to SAP
ERP with Pricing Conditions.

When you create a new ticket, based on the selected ticket type, you can request for pricing in the Items tab. In
the Items tab, fill in data for Planned Total and Actual Total and select Actions Request External Pricing .
The Net Price field gets populated.

Based on the data entered in the Planned Quantity and Actual Quantity fields, the system can calculate the
Actual Total, Planned Total, and Net Price of the ticket item.

You can change the actual quantity and request for pricing again. You can also manually change the price of the
item in the Items tab.

You can maintain pricing data in the Tickets Pricing tab.

4.4.7.3 Configure External Pricing Call in Tickets

Administrators can learn about external pricing call configuration to retrieve the complete pricing result from
SAP on premise systems to your cloud solution.

If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous pricing
update once the sales document is updated during save.

If the document was previously replicate, with this configuration, you can disable the synchronous pricing call
to the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes
created in your cloud solution. For both configuration options, the pricing status is calculated successfully
through the asynchronous call from the external system. The user can still trigger pricing synchronously by
clicking the asynchronous call action.

To configure external pricing call, go to fine-tuning activity Ticket Tickets for Customer Support
Document Types :

● Enable External Pricing for ticket type.

● Enable ticket item processing code for pricing.

Next, go to Ticket Tickets for Customer Support Item Processing Codes :

● If an item processing code is flagged as Pricing Relevant, then the ticket item would be set as relevant for
pricing, by default.
● The default pricing flag on ticket item level can be changed by the user.
● The pricing flag is re-determined if the item processing code is changed by the user.

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4.4.7.4 Item Coverage in Pricing Request for Tickets

You can set item coverage in the Items tab and request for pricing estimate in the offline mode.

This would help you provide price estimates to your customers on the spot in the offline mode, based on the
ticket item coverage.

4.4.7.5 Cloud for Service Scenario

Offline pricing usage in SAP Service Cloud.

Service technicians can request estimated pricing information for ticket service parts or products while
working in offline mode. Service uses a subset of the offline pricing fields and functionality. The enablement
steps are the same whether using offline pricing for Sales or Service.

The following four fields are used for offline pricing in service tickets:

● Sales Organization
● Distribution Channel
● Product
● Country

 Restriction

In addition to the limitations listed in the Solution Scope section, component-level breakdown for pricing is
not available for service tickets.

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4.4.7.6 Request External Pricing with SAP ERP, SAP CRM,
SAP S/4HANA

Learn more about how to request external pricing for sales quotes with SAP ERP, SAP CRM or SAP S/4HANA
on premise solution.

Your administrator has correctly set-up external pricing. You create a quote, request the pricing from the
external system by clicking Actions Request Pricing . Similarly, you can use the action Simulate to
retrieve external pricing for a sales order.

The external system then simulates a complete document, and you receive the results in your quote or order.

In the solution, you can adapt the following header hidden fields and make them visible for external pricing:

● Pricing Status – Only a successfully calculated quote can be submitted.

● Pricing Date – A hidden field, also available in internal pricing.
● Pricing Procedure
● Total (Gross)

On the detailed tab of the sales quote Products tab, the following fields are displayed:

● Product Pricing – Displays the pricing overview for the selected Product.
● Total Pricing – Displays the pricing overview for the complete sales quote.
● Adjusted Item Price – Considers item and header price elements
● Adjusted Item Value – Considers item and header price element times requested quantity.

 Note

Fields List Price and Product Discount (%) are not available in the product table for external pricing.

Follow-up Documents

You have an integration with an external system, process your sales orders, and can capture the references to
the follow-up documents in the quote. Navigate to Sales Documents External Follow-Up Documents .

If you have scoped external pricing, adapt and translate the condition types and pricing procedures from the
external system to your own needs in the External Pricing fine-tune activity.

Also, set the External Pricing checkbox for the corresponding sales quote document types.

Assignment to External Pricing

If your solution includes integration to an external system and you've chosen to enable external pricing, you can
configure the external price elements at the item and header levels for sales quotes to provide quick access to
view and edit the pricing data. By configuring these elements, you can also remove the Product Pricing and
Total Pricing tabs from the Products tab of the sales quote. Execute these steps to define the configuration:

1. In the fine tuning, go to External Pricing Labeling External Pricing Elements .

2. Enter the Description for the price elements you plan to use and save your entries.
3. Go to the fine-tuning activity External Pricing Assignments of External Pricing Elements

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 4. Add a row for each element you want to assign and select the relevant parameters for each.
You can either choose or leave blank the Pricing Procedure for a particular element. If you leave it blank,
users can edit that price element directly in the sales document without first having to trigger the action to
Request Pricing from the external system.
5. Save your entries.

4.4.8 Use Surveys in Tickets

Use surveys with tickets for checklists and satisfaction surveys.

● Checklists for work tickets – This type of survey can be site safety checklists, equipment checklists, and
other instances requiring a procedural aid, or guidelines. You can generate a summary of a survey and
attach it to the ticket to provide a record of the responses. Summaries enable tracking of service policies
and regulations.
● Customer satisfaction surveys – Once you complete a ticket you can send a link to a satisfaction survey
requesting customer feedback.

Related Information

Surveys [page 976]

4.4.8.1 Registered Products in Tickets Survey

You can define registered product surveys for specific products or product categories. Registered Product is
determined in a survey based on the ticket context and product category.

4.4.9 Warranty in Tickets

You can assign a warranty to a registered product or installation point, and determine its coverage in a ticket.

A warranty gets determined in the ticket header. Warranty determination is based on installation point,
registered product, service date, and ticket incident category. You can assign warranty coverage in a ticket,
which is determined on the ticket header, with inheritance to items. It influences external pricing (item) based
on the accounting indicator in SAP ERP.

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4.4.10 Contract Determination in Tickets

A contract is determined and automatically added to a work ticket during ticket creation. This also applies to a
SLA (service level agreement), which might form as part of a contract that you would be able to view after
ticket determination in the ticket header.

The following are some features of contract determination ina ticket:

● Contract determination in a ticket occurs based on ticket header information and item data.
● There is no direst dependency between the contract determination given by ticket header and the
contracts determined by the ticket items.
● It is possible to maintain multiple contracts in item level.
● Contract hierarchy is supported.
● Setting different contract determination logic and parameters is possible via BaDI implementation.

4.4.10.1 Configure Contract Restrictions Based on Ticket

Type

The administrator would configure contract types and usage restrictions based on additional criteria such as
ticket type.

You can create different contract document types with restricted coverage based on the context they are used
in. You can associate specific contract types with specific ticket types to auto assign the appropriate contract
for a ticket type.

Set up ticket document types to support contract restrictions as follows:

1. Go to Business Configuration Implementation Projects .

2. Select your implementation project and choose Open Activity List.
3. Go to Fine Tune Activity List Tickets for Customer Support Tickets for Customer Support
Maintain Document Types .
4. Add document types and descriptions. A new document type should start with the letter Z.
5. Select a Contract Usage Restriction for each document type as required.
6. Choose Save and Closewhen finished.

Users can specify usage restrictions for each contract item. When a user creates a work ticket, the system
automatically applies the specified usage restrictions based on the ticket type.

4.4.10.2 Search for Tickets Related to Contracts

You can search for tickets associated with contract (on header and item level).

User can create or select queries for:

● Header - Contract was assigned on ticket header level.

● All - Contract was assigned on ticket header and or ticket item level (all tickets, to which this contract has
been determined).

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 ● Items - Only ticket item to contract item assignments.

 Note

Based on the selected query, there are different field compositions for advanced search and result
columns.

4.4.10.3 Checking Tickets Related to a Contract

The covered object is equal to the reference object in the ticket – for that reason the agent can easily navigate
from the ticket contract hyperlink directly to the contract to inform customers about their entitlements.

Context

A customer has an issue with a product and contacts the service representative providing them their contract
id or contract name. To react quickly to the customer’s request, the representative wants to view only the
tickets only for a particular customer contract.

Procedure

1. Search for the contract and open it.

2. Navigate to Tickets.
3. Select the correct Ticket ID.

4. From the ticket overview, select Summary Preview to review billing details.
5. If desired, add notes to the ticket.
6. Save your entries.

For quantity contracts, you can select the quantity contract item and search in its Release History for
related tickets to see remaining quantity.

You can also navigate to the Ticket tab of the contract to see all tickets related to the contract.

Related Information

Tickets [page 23]

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4.4.10.4 Embed Tickets Table in Contracts

Learn how administrators can embed the tickets table tab in a contract overview section.

To have a highly flexible query for contract related tickets, we recommend embedding tickets section in
contracts.

1. As an administrator, navigate to Tickets tab of a contract.

2. Go to Adapt Edit Master Layout .
3. Click Copy.
4. Go to the contract Overview section.
5. Select a section in the Overview section to embed the Tickets table.
6. Click Paste.
7. Click Apply.
8. Click Adapt End Layout .

You can now view the embedded Tickets table including all of its queries.

4.4.11 Ticket Scheduling in Field Service

Once you've determined that a ticket needs service, add service items in the Items tab based on service
requirement.

The following are our supported scheduling methods:

● Manual scheduling requires a resource planner to assign a service technician for the requested service.
Start and end times define time constraints for the planning phase and this data is inherited from the
header. The expected duration for any service is calculated from the planned quantity of the item. Define a
service team that would perform this service.
● Auto Dispatch scheduling automatically searches for an available service technician.
● Appointment Offering scheduling allows the service agent/technician to select appointment slots for their
customer, when creating a service appointment. You have to first enable this option via fine tuning.

Once you maintain the ticket details, you can trigger the demand creation by setting the work progress of the
ticket item to Release for Scheduling. This creates a demand and sends it to resource planning.

 Note

In the ticket, maintain the service team and requested time range.

This action sends the demand to the resource scheduler tab and sets the item to In Scheduling. Once the
demand gets scheduled, the status changes to Ready and gets linked to the assignment.

The planned duration for this demand is calculated based on planned quantity. If this UoM is not a time based
unit, then use the conversion rules for the product.

In the ticket, maintain the service technician team and requested time range.

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4.4.11.1 Scheduling Workflow in Tickets

The scheduling method can be configured for the item processing codes for service items relevant for
scheduling.

Context

This is the general flow of tasks and activities for scheduling in Tickets.

Procedure

1. Determine service technician team and technician in a ticket.

2. Enter service item with processing code relevant for scheduling.
3. Release ticket for scheduling and save ticket.
4. Work progress status of service item is set to In Scheduling.
5. Demand gets created and linked to the appropriate service item.
6. Assign demand to technician using Resource Scheduler or external scheduling tool (Multiresource
Scheduling).
7. Assignment is created and linked to the service item.
8. Work progress of service item is set to Ready.
9. Service technician information gets updated in the ticket header and ticket service item.

4.4.11.2 Appointment Offering in Resource Scheduler

This feature offers your customers the ability to preselect time slots for a service appointment.

The service agent can offer the customer the ability to choose their appointment time slot and date range.
However, you would need to enable this option first.

When you select the scheduling method for a repair item as Appointment, and choose Release for Scheduling,
the Appointment button gets enabled.

 Note

Only items with In Scheduling work progress status are relevant for appointment booking. The Appointment
button, is otherwise disabled. So to change the status of a ticket item to In Scheduling, you would have to
execute an item based action.

On the Appointment Offering screen, you can select a date range and a time slot. Click the Get Appointment
button to get a list of available appointment offerings within your selected date range and time.

Next, select the time your customer requests and save the appointment time to ensure that the time slot is
booked.

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Once you save, the item status displays as Ready, which means that the assignment for that item has been
created. You can view details of this item in the General Data tab, at the bottom of the screen. You would also
see that the system has assigned a technician for the appointment based on the requested time slot and date.

In the Assignments tab, you can view the appointment you scheduled. Here's a short video with more
information on the Appointment Offering feature.

Fixed Flag

As the name suggests, this feature restricts editing the time slot or technician based on the type of fixed flag
selection. You can choose this option when choosing an appointment.

The Fixed flag helps avoid any unintended changes to a set time slot. You can choose from these options:

● Fixed Time
Selecting this option would restrict the appointment time. So if the time slot is fixed to morning, then you
can move the appointment to a different hour within the morning time slot of the same day. However, you
cannot move the appointment to the evening or another day. In this case, you would still have the option of
changing the technician.
● Fixed Time and Technician
Selecting this option would restrict the appointment time and the technician. Hence in addition to the time
slot, you cannot change the technician.

4.4.12 Van Stock in Tickets for Field Service

You have the option of consuming stock from the Work Tickets tab.

The stock feature provides information on available parts in stock for servicing and repair. The stock data is
replicated from SAP ERP to SAP Cloud for Customer based on the mapping of service technician, service team,
and service organization with the plant and storage location.

● You have an option of adding stock from the Work Tickets work center.
● You also have the option of adding Van Stock Products as Ticket items.
● In the Item Processing Determination fine-tuning activity for tickets, you can maintain the item processing
type depending on Stock type.

Follow these steps to use stock in a work ticket:

1. Go to Work Tickets Parts Add from Stock Location .

2. The dialog box displays a list of stock locations assigned to the user.
3. Select a location to display available products in that location.
4. In the section Products add the actual quantity of products you want to add.
5. Next, click Add Products to add it to the parts list.

 Note

If you change the stock location, then selected products get cleared.

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 6. The added item gets the item processing type as defined via fine-tuning.
7. For the added stock item, select Finish Work.
Finish Work copies the planned quantity to actual quantity for an item, marks the item as Read Only, and
enables the Release to ERP action.
8. Now you can release the item to SAP ERP.
9. After a successful release, you would see the status of the item as Released.

4.4.12.1 Configure Stock for Tickets

Scoping the Stock allows you to view all stock-related information for service technicians, service team, or
service organizations. To use the stock option in a ticket, the administrator would have to assign the Stock work
center to the field service technician business role.

To scope stock for your solution, go to Scoping Business Configuration Implementation Projects Edit
Project Scope Service Entitlement Management Stock Location and select the checkbox. Next, go to
the Questions tab to select the option for using the Stock work center to enable you to view the stock location
data.

To assign the Stock work center to the field service technician business role, go to Administration Work
Center and View Assignments tab. Assign the Stock work center to the field service technician business role
with COD_STOCKLOCATION_WCF ID code.

4.4.12.2 Part Consumption from Technician Stock

You can add stock from the Work Tickets tab.

In the Parts tab, choose the Add from Stock Location action. This displays the My Stock Locations screen, so
you can choose the quantity from your available stock list. A technician can only consume parts from their own
stock.

Next, you can set the work progress status to Finished, then Release to ERP and save your updates.

4.4.13 Approve Tickets

Learn about the tickets approval process and how to define work distribution and edit conditions.

If your administrator has configured approvals, a task is triggered to forward the ticket or hinder it from moving
to the next stage.

Administrators can set up multilevel approval processes. Based on the configuration settings, user can:

● Edit and view approval notes in the Approval tab.

● Withdraw from approval under Actions, using the Withdraw from Approval field.
● Manager can submit for approval directly in the Approval tab.

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● Approvals are submitted automatically based on the tickets output settings.

4.4.13.1 Configure Approval in Tickets

Administrators can explore how to incorporate conditions into the approval process for tickets, such as who
would be allowed to approve the ticket.

The administrator can set the work distribution for tickets. These can be: Approver of Ticket, Direct Approvers,
Manager of Agent Responsible for Ticket, Manager of Service Technician for Ticket, or Responsible for Account.

Activate the approval process for tickets by navigating to Business Configuration Implementation Projects
Edit Project Scope Service Customer Care Service Request Management Group: Approval for
Tickets . Go to Questions and check the boxes for the questions: Do you want to use a multi step approval
for tickets? and Do you want that the system submits automatically a ticket for approval?

You can edit the approval process by editing steps, adding additional steps, and by changing the order of the
steps. You must define who receives approval tasks. You can also define conditions by which an approver is to
receive an approval task.

Once you scope approval for tickets, then you detail the approval process. For this step, you define the approval
conditions and an approver before the approval process is ready to use. Navigate to Administrator
Approval Process . See Creating an Approval Process for details.

 Note

At least one approval process must be active. To define an approval process, copy the default approval
process and adapt the approval validity, ensuring one process has an unlimited validity.

4.4.13.2 Additional Ticket Approval Conditions

You have the option to set approval conditions for a ticket based on additional fields.

The following fields have been added to the ticket approval condition fields:

● Payment Terms
● Incoterms
● Delivery Priority Code
● Incoterms Location
● Billing Block
● Delivery Block
● Order Block
● Credit Status
● Agent ID
● Service Technician ID
● Created On
● Created By

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 ● Changed On
● Reported On
● Changed By
● Completion Due
● Initial Review Due
● Due On-Site
● Arrived On-Site
● Resolved On
● Sales Organization ID
● Sales Territory ID
● Service Organization ID
● Country

4.4.14 Assign Product Lists in Tickets

Product List is a list of products or product categories that can be assigned to a customer, sales area, sales
territory, product (required products), or product category. The Service Item category type of product list is
used in a ticket.

Product list in a ticket can be determined from: Maintenance Plans, Reference Product, or Generic Product List.

Related Information

Product Lists [page 919]

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4.4.14.1 Create Ticket Item From Product List

Create item from product list in the Tickets work center.

Context

A planner or service technician would be able to plan or confirm items in a ticket based on a predefined list of
parts, service, or expenses.

Procedure

1. Create a new ticket with Service Items type product list. Add a customer and reference product.

2. Go to Items tab and click Action Add From List .

3. Select the product from list and click OK.
4. For the selected product, items are created in the ticket.

Results

The referenced Product and Customer from the ticket header is used for product list determination, and those
products are displayed. Product Categories from Product List are resolved.

4.4.14.2 Generate Items Based on Maintenance Plan

You can add products to a ticket from a product list, or if a ticket is created from a maintenance plan, then
items are added to the ticket from the product list assigned to that maintenance plan.

Context

When a ticket is created from a maintenance plan, the product list maintained in the maintenance plan can be
used to assign products.

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Procedure

1. Go to Registered Products Maintenance Plans .

2. Create a new maintenance plan.
3. Maintain Ticket information and go to Set Product List.
4. Enter a maintenance item.

4.4.15 Unlock a Ticket

Unlock tickets opened for editing with unsaved changes.

Context

When you edit a ticket, the solution locks that ticket until you save your changes. The lock prevents others from
making conflicting changes at the same time. Normally, the solution unlocks the ticket when you save your
changes. If you make changes, but don’t save, the ticket remains locked. For example, you could be called away
before saving, or become disconnected from the network. You, as an administrator, can unlock the ticket to
allow editing and changes in case the person that last worked on the ticket is unavailable.

 Caution

Unlocking a ticket deletes any unsaved changes made by the person that opened the ticket for editing.

Procedure

1. Navigate to: Administrator Service and Social Ticket Configuration.

2. Enter the ticket ID in the Unlock Ticket section.
3. Select Unlock.

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4.5 Resolve Tickets
Discover how to find answers and resolve customer issues.

The heart of customer service is resolving issues quickly and accurately. Use a knowledge base and collaborate
with colleagues to find the answers to your customer issues. If a customer requires new equipment to resolve
an issue, you can create sales quotes, opportunities, and other follow-up items from a ticket. Managers can
review aggregated ticket data to improve organizational efficiency.

Use Knowledge Base to Resolve Tickets [page 121]

The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If
browsing in your knowledge base is enabled, you can search the knowledge base for relevant articles.

Use Collaboration to Resolve Tickets [page 125]

Collaborate with your colleagues to find solutions to customer issues.

Analytics in Tickets [page 128]

View ticket data in various ways.

Solution Tracking for Tickets [page 128]

Quickly identify the solution that solved the issue and closed the ticket.

Change History for Tickets [page 129]

Any changes you make to a ticket after it has been created can be viewed in the Changes tab of the
Ticket work center. This tab helps you track attribute updates made in a ticket.

Create Follow-Up Items for Tickets [page 129]

While working on a ticket, you may discover the customer requires additional products, an upgrade, or
other services. Create a follow-up item to associate the new request with the existing ticket.

Remove Personal Data in Tickets [page 130]

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 The depersonalization function allows you to remove personal data from a business object to ensure
compliance with the applicable data protection requirements. Depersonalization is only available for
users with access to the Data Protection and Privacy work center.

4.5.1 Use Knowledge Base to Resolve Tickets

The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If
browsing in your knowledge base is enabled, you can search the knowledge base for relevant articles.

● Choose an article to preview it. Then attach it to the ticket by hovering over the article and choosing Attach,
and send the response back to your customer.
● When you attach an article from the knowledge base, a URL will be entered into the reply box. Choose
Reset to clear your search terms and return to the original list of recommended solutions.

4.5.1.1 Prerequisites for Knowledge Base Integration for

Tickets

Enable agents to search for solutions and attach articles to responses without having to leave the workspace by
integrating an external knowledge base.

By integrating an external knowledge base, you enable agents to search for solutions and attach articles to
responses without having to leave the workspace. The workspace will also include a list of recommended
articles based on an automatic search of the knowledge base using the product and other keywords identified
via text analysis as the search parameters.

Prerequisites

● You have an external knowledge base that supports the OpenSearch standard with an RSS or Atom based
search API.
● You know the URL for the API (from your knowledge base vendor).
● You know the search term input parameter for the API (from your knowledge base vendor).

 Note

Single sign on (SSO) is not supported for knowledge base integration.

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4.5.1.2 Configure Knowledge Base Integration for Tickets

The administrator has to scope and enable Knowledge Base Integration in SAP Cloud for Customer solution.

Context

Enabling this feature turns on the solution finder feature of the workspace where your external knowledge base
is integrated.

Procedure

1. Go to Business Configuration Implementation Projects and select the relevant implementation

project.
2. Click Edit Project Scope.
3. Click Next > until you reach Questions.

4. In the Scoping Elements list, select Service Customer Care Service Request Management .
5. Enable Knowledge Base Integration by selecting In Scope for that question.
6. Click Next .
7. Click Next .

4.5.1.3 Configure Web Service

Administrators can create a knowledge base web service.

Context

Create a web service to access knowledge base content.

Procedure

1. Go to Administrator Business Flexibility Mashup Web Services .

2. Click New, then RSS/Atom Service.

Single sign-on (SSO) is not supported for knowledge base integration.

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 3. Enter the URL of the RSS or Atom feed and click Extract Parameters.
4. The system extracts any parameters and displays them under Input Parameters.
5. If you already have the input parameters, you can also enter them manually.
6. Adjust the input parameter values as required, ensuring that the search term parameter is blank.
7. Save your entries.

Example

For example, if the URL for the RSS or Atom feed for your knowledge base vendor is https://
KBvendor.com/search?q=test, then the system would extract the parameter, q, with the constant, test.
You would need to delete the constant value so it remains blank.

4.5.1.4 Configure Data Mashup

As the administrator, once you've created the web service for your knowledge base, create a data mashup to
specify the mapping between the search parameters used by the system and the web service input
parameters.

1. Go to Administrator Business Flexibility Mashup Authoring .

2. Click New, then Data Mashup.
The guided activity for creating a new data mashup opens.

Defining the General Information

1. For Mashup Name, enter KNOWLEDGE_BASE.

 Caution

The name must be KNOWLEDGE_BASE.

2. For Mashup Category, choose News & Reference.

3. For Port Binding, choose Knowledge Base Search.
4. Click Finish & Activate.

Defining the Mashup Details

1. Add the knowledge base web service you created, as a source for the data mashup.
Click the Sources tab.

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  Tip

Depending on the size of your screen, you may have to scroll within the left pane to see the Sources tab.
By default, the Parameters tab is active.

2. Drag and drop the RSS/Atom Services building block onto the central authoring canvas.
3. In the dialog box, select the web service you created for your knowledge base.
4. Using the cursor, draw a connection between the bottom of Mashup In-Port and the top of Fetch Feed boxes
of the new service.
5. With Fetch Feed selected, in the properties pane on the right, select SearchExpression for the search term
parameter.
6. Now with Mashup In-Port selected, in the properties pane on the right, enter a search expression that
you're sure would return results.
7. Click Preview Result.
The results of your search expression are displayed in the result pane.
8. If the results are what you expected, click Next .

Reviewing the Mashup

If all the information for the mashup is correct and OK, save it by clicking Finish.

 Caution

Make sure the status is active.

4.5.1.5 VIDEO: Creating a Knowledge Base Mashup

For Administrators: Find out how to create a data mashup to connect the articles in your external knowledge
base to your solution.

4.5.1.6 Configure SAP JAM as Knowledge Base for Tickets

The administrator would scope and configure SAP Jam as a knowledge base for ticket responses.

 Note

Your system must be integrated with SAP Jam for Feed content before you can use SAP Jam as a
knowledge base.

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To scope, go to Service Customer Care Service Request Management Questions . In the scoping
questions for the Knowledge Base Group, select and scope the question Do you want to use SAP Jam as a
knowledge base provider?

4.5.1.7 Select a JAM Group for Knowledge Base

As an administrator, after you've enabled SAP Jam as a knowledge base, choose a Jam group to use as your
knowledge base.

Go to Administrator Service and Social Knowledge Base SAP Jam Settings , enter the SAP Jam group
that you want to use as knowledge base.

 Note

If the knowledge base name is left blank, the solution finder queries all groups to which the user has access.

4.5.2 Use Collaboration to Resolve Tickets

Collaborate with your colleagues to find solutions to customer issues.

The solution provides several ways to collaborate with your colleagues. How you collaborate depends on which
optional features your organization has purchased and configured.

Collaboration Option Description

Feed Native collaboration option for the solution. You can post up­
dates, follow other users and items, and view feed updates
sent by other users.

SAP Jam Feed SAP Jam replaces and enhances the native feed function.
You can post in forums, upload content, create polls and sur­
veys and much more.

4.5.2.1 Collaborate Using SAP JAM

You can collaborate using SAP JAM groups with some ticket capabilities.

You can:

● Create new SAP JAM group within the context of a ticket.

● View all JAM group updates for that ticket.

Bring your partners on a single collaboration platform to increase partner engagement and loyalty. Use
dedicated communities to connect with your partner contacts to exchange ideas, collaborate and deliver
superior content.

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For details on JAM Groups and how you can use SAP JAM see topic Partner Channel Management.

4.5.2.2 Set Up SAP JAM for Collaboration

As the administrator, once you've enabled SAP JAM for collaborating in a ticket, set up SAP JAM in your
system.

Follow these steps for setting up your system:

1. In SAP JAM, register your solution as an OAuth Client.

2. In your solution, register the SAP JAM system.
3. In SAP JAM, register your solution as a SAML Identity provider.
4. Confirm successful integration within your solution.

 Tip

We recommend using dynamic on-boarding, without explicit user mapping. There are several ways to
achieve this. Refer to the screenshot and find the appropriate option that addresses your user provisioning:

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4.5.2.3 Configure SAP JAM Integration in Ticket

To use SAP JAM to collaborate and resolve a ticket, the administrator must first enable the feature, and
integrate it with our solution.

Go to Scoping Business Configuration Implement Project Edit Project Scope Communication and
Information Exchange People Collaboration, Intranet and External Services Communities and Document
Management Questions . Under SAP JAM Integration, select the question: Do you want to integrate SAP
JAM with your cloud solution?

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4.5.2.4 Use Product Lists Feed

Learn about the product list feed, which allows you to follow product lists that are relevant to you.

When an administrator creates product lists, an action appears in the product list feed displayed in Feed or
within the product list on the Feed tab.

Users can view feed product list changes by using the follow action.

4.5.3 Analytics in Tickets

View ticket data in various ways.

Your Administrator can configure various reports that allow you to view ticket data on your home page, in
dashboards, and as reports. You can also download report data and work with the numbers in Microsoft Excel.

You can find more information on working with analytics in the SAP Cloud for Customer Business Analytics
Guide, available at https://help.sap.com/cloud4customer.

4.5.4 Solution Tracking for Tickets

Quickly identify the solution that solved the issue and closed the ticket.

Use the Solution Center tab to track the solutions used in ticket resolution. Identify the link, note, or
attachment that solved the issue associated with a ticket. This streamlined information access can help find
the solution to similar issues. Future releases may use this data to train machine learning algorithms to
enhance the accuracy of recommended solutions.

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4.5.5 Change History for Tickets

Any changes you make to a ticket after it has been created can be viewed in the Changes tab of the Ticket work
center. This tab helps you track attribute updates made in a ticket.

When you want to see the changes made within a certain time frame, fill in the appropriate date range and
select the attribute for which you want to see the changes, and click Go. The system brings up the changes and
selecting each change will display its details.

For the ticket change history, we maintain a white list to indicate which fields will be displayed.

4.5.6 Create Follow-Up Items for Tickets

While working on a ticket, you may discover the customer requires additional products, an upgrade, or other
services. Create a follow-up item to associate the new request with the existing ticket.

Find follow-up items created from and associated with this ticket in the Related Items tab. You may need to
adapt or personalize the ticket detail layout to make the Related Items tab visible in your solution.

The following table outlines the types of requests, lists examples, and indicates how to create them in the
different client interfaces.

Sample Follow-Up Items

Example Request Type Choose

Product not working Spare parts or repair (ticket)

Fiori Client: + Ticket

HTML Client: Follow-Up Items

Create Ticket

Customer wants pricing for product ac­ Price quote (sales quote)
Fiori Client: + Sales Quote
cessories

HTML Client: Follow-Up Items

Create Sales Quote

Machine requires upgrade to the latest Opportunities

Fiori Client: + Opportunity
model

HTML Client: Follow-Up Items

Create Opportunity

Customer interested in additional prod­ Product information (lead) Fiori Client: + Lead
ucts
HTML Client: Follow-Up Items

Create Lead

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4.5.7 Remove Personal Data in Tickets

The depersonalization function allows you to remove personal data from a business object to ensure
compliance with the applicable data protection requirements. Depersonalization is only available for users with
access to the Data Protection and Privacy work center.

When you depersonalize a ticket, the system makes the personal information associated with that ticket
anonymous. All references within the ticket are removed. Hence, when you open a ticket after
depersonalization, you will not see any information related to the contact, customer, or employee associated
with the ticket. This depends on the Read-Access-Login information.

 Example

When you search for a ticket and view it's related information, your name or ID is captured by the system
and displays in the Change History or Notes tab.

This information will also become anonymous when you depersonalize a ticket.

All associated information from a ticket is removed from:

● Documents
● Notes
● Attachments
● Change History
● Involved Parties

 Note

Ticket must be in status Closed to depersonalize it.

Once a ticket is depersonalized, you cannot edit or delete it. However, you can search for tickets in the
Depersonalized status. If the Data Privacy Status search parameter is not visible, you can add it through
Personalization or ask your administrators to Adapt the layout.

4.6 Integrate with SAP ERP for Tickets

This topic displays the scope of integration between SAP Cloud for Customer and SAP ERP via high level
integrated functional scenarios.

When a Field Service technician adds the required services and parts, the type impacts how the integration
works with SAP ERP. If the type is Part then a goods movement is issued to SAP ERP for the use of the part. If
the type Service is used, then automatic time recording is integrated with SAP ERP. A billing request for the
parts and services gets created in SAP ERP.

These process flow diagrams display areas where you would integrate our solution with SAP ERP. Service areas
with focus on Tickets pertains to our solution Guide.

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See Prepackaged Integration with SAP ERP Guide for details on how to integrate the pertinent business
objects in SAP ERP.

Integrate Work Tickets with SAP ERP [page 132]

Learn how to integrate work ticket created in SAP Cloud for Customer with SAP ERP.

Integrate Stock with SAP ERP [page 135]

After choosing parts required to complete the service for a ticket, you have the option to Release to
ERP. This action triggers the stock update process in SAP ERP.

Integrate Advance Shipment with SAP ERP [page 136]

Advance Shipment order is created in our solution, but processed in SAP ERP.

Integrate Finance and Costing with SAP ERP [page 137]

Request for Finance and Costing is made in SAP Cloud for Customer, but processed in SAP Cloud for
Customer.

Use External Pricing in Tickets [page 106]

You can Request External Pricing in Ticket, External Pricing Conditions in Ticket, Re-Pricing Based on
Actual Quantities in Ticket, Manual Pricing Changes in Ticket, Header Pricing Information in Ticket, or
Release to SAP ERP with Pricing Conditions.

Integrate with Multiple Registered Products in Ticket [page 140]

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 You can add multiple registered products in the ticket header, link a single registered product or
installation point to a ticket item, and integrate with SAP ERP.

Integrate Item Processing Code with SAP ERP [page 140]

This topic describes scenarios where integration occurs between Item Processing Codes and SAP ERP.

Integrate ATP Check with SAP ERP [page 141]

The available to promise (ATP) feature in a ticket, for our solution requires integration with the SAP ERP
system. The request for ATP is made in the Items tab of our solution, but the request or check is
processed in SAP ERP.

Integrate with External Procurement [page 144]

External Procurement integrates with SAP ERP.

4.6.1 Integrate Work Tickets with SAP ERP

Learn how to integrate work ticket created in SAP Cloud for Customer with SAP ERP.

Prerequisites

● Scope the option in Cloud: Integration with External Applications and Solutions Integration into Sales,
Service, and Marketing Processing Do you want to create follow-up documents for service requests from
your cloud solution to an external application?
● Create a controlling scenario in IAOM1, and set the controlling type as Single-Object Controlling in IAOM2
transaction in SAP ERP.
● Create each service technician or employee working on service tickets as a customer inSAP ERP.
● To identify the right consignment stock to be used by the technician, maintain the derivation log-in in
SM30 in COD_V_PLANT_SRV.
● To identify the right activity type for CATS confirmation, maintain the material used on item level in SM30
in COD_V_MAT_ACTTY.
● Schedule jobs to ensure that booking from CATS are accounted to an internal order.

Context

Work tickets created in SAP Cloud for Customer lets you do the following:

● Integrate into controlling in SAP ERP.

● Automatic time confirmation for the time spent on the services. Once the time spent by a service
technician is maintained in a work ticket, the corresponding time is automatically booked in the SAP ERP
system.
● Automatic deduction of the material or spare parts used for a ticket, based on the actual quantity. Once
the quantity used by a service technician is maintained in a work ticket, the corresponding material is
automatically deducted in the consignment stock in the SAP ERP system.

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 ● Advance shipments and returns. A technician might need a few goods shipped in advance to carry out a
repair. Not all the quantity may be consumed, so the rest can also be returned.

Although, there are multiple activities performed for a single ticket, all the confirmations in ERP are created
with reference to a single internal order.

Following is true for every work ticket item.

Procedure

1. An internal order is created or determined in SAP ERP.

2. A follow-on billing request for the work ticket is created based on the target quantity.
3. For a Service Item, an automatic time booking for the technician is made based on the actual quantity.
4. For a Part from the Technician Stock, the quantity of spare parts used is automatically reduced from the
consignment stock based on the actual quantity.
5. For a Part from Advance Shipment, you can release the item to SAP ERP. Later, once the required quantity
is consumed, you can maintain the consumed quantity and the quantity to return. Separate items are
created for each of the two quantities, and you can release these items to SAP ERP. The last confirmed
delivery date and the total of all the confirmed quantities of advance shipment items are replicated from
SAP ERP.
For a service item, both invoicing methods, Fixed Price and Time and Material Billing are supported.

4.6.1.1 Configure Ticket Status Dictionary

To use your own ticket statuses in your processes and schemas, the administrator would have to create the
statuses first in the Ticket Status Dictionary and assign them to life cycle and assignment status.

To maintain entries for ticket status schemas, you first create them in the Ticket Status Dictionary. Go to
Business Configuration Implementation Projects Open Activity Lists Fine Tune and search for Tickets
for Customer Support. Click Maintain Status Dictionary Entries, and using the Add Row button, maintain the
status and create additional status for tickets here.

Use the status values you create in ticket status dictionary and then go to Ticket Status Schemas to assign
them to a ticket.

The following table lists the pre delivered status values that you can select in the ticket and the possibilities to
change them in the ticket. When you create your statuses keep these possibilities in mind.

You can change the description of the pre delivered statuses, but you can't delete them.

Current Status Reachable Statuses Non-Reachable Statuses Description

Open ● In Process ● Copied to CRM This status is not reachable

● Customer Action ● Closed from any other value.

● Completed

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Current Status Reachable Statuses Non-Reachable Statuses Description

In Process ● Copied to CRM ● Open If the status changes from

● Customer Action ● Closed In Process to Closed
● Completed the system completes and
closes the ticket.

Copied to CRM None ● Open This status is only reachable

● In Process after In Process. If this

● Customer Action status is set the ticket is re­

plicated to the SAP CRM On-
● Completed
Premise system. It is not
● Closed
reachable if the document is
inconsistent and it cannot be
changed in the SAP Cloud for
Customer system. But the
status is changeable for in­
bound actions because in
case a ticket is set to
Completed in the CRM On-
Premise system the status
Completed is written back
to the Cloud system.

Requires Work ● In Process ● Open when creating a ticket, if you

● Copied to CRM ● Closed select the ticket type as work

● Completed relevant, the Requires Work

status flag gets enabled.

Completed ● In Process ● Open A ticket, which is

● Customer Action ● Copied to CRM Completed cannot be set
● Closed to Copied to CRM. In
Process is not reachable if
the ticket was completed by
the On-Premise system. A
ticket can only be revoked if it
was not transferred to an On-
Premise system.

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 Current Status Reachable Statuses Non-Reachable Statuses Description

Closed None ● Open If a ticket is closed, it is not

● In Process possible to open it again any­

● Copied to CRM more. This status can only be

used for still in the system
● Customer Action
existing tickets. New tickets
● Completed are not allowed to use
Closed.

 Note
You, as a customer, can't
change this status.

Besides these, our solution also provides you with various statuses for tickets integrated with SAP ERP. The
SAP ERP ticket statuses are as follows:

● Release to SAP ERP: Once your work on the ticket is complete, you can set the action to Finish Work. The
ticket is now ready to be released to SAP ERP.
● Release Pending: When the ticket is in process the ticket has the Release Pending status.
● Release Discarded: If there are issues when data is sent to SAP ERP, errors display in the error log of the
ticket.
● Released: If there are no issues in the ticket data when released to SAP ERP, the status updates to
Released.

Add and Delete Ticket Status

To add a status click Add Row, enter a description, select the wanted life cycle and assignment status, and save
your changes.

To delete a status, select the corresponding status line, click Delete, and save your changes.

4.6.2 Integrate Stock with SAP ERP

After choosing parts required to complete the service for a ticket, you have the option to Release to ERP. This
action triggers the stock update process in SAP ERP.

You have to replicate stock data from SAP ERP to SAP Cloud for Customer to be able to use the stock feature in
our solution.

There are prerequisites for SAP ERP integration:

● Maintain table COD_PLANT_SRV

● Map Service Organization / Service Technician Team / Service Employee with plant and storage location
● Maintain mapping table between SAP Cloud for Customer employee and SAP ERP employee ID

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● Replicate stock data using SAP ERP report RCOD_STOCK_EXTRACT

4.6.2.1 Integrate Parts Consumption from Technician

Stock

In the Parts tab, you can add parts with the actual quantity. Next, set the work progress status to Finished and
release to SAP ERP and save.

 Note

After you Release to ERP, Material Management (MM) movement occurs in SAP ERP.

4.6.2.2 Configure Stock for Tickets

Scoping the Stock allows you to view all stock-related information for service technicians, service team, or
service organizations. To use the stock option in a ticket, the administrator would have to assign the Stock work
center to the field service technician business role.

To scope stock for your solution, go to Scoping Business Configuration Implementation Projects Edit
Project Scope Service Entitlement Management Stock Location and select the checkbox. Next, go to
the Questions tab to select the option for using the Stock work center to enable you to view the stock location
data.

To assign the Stock work center to the field service technician business role, go to Administration Work
Center and View Assignments tab. Assign the Stock work center to the field service technician business role
with COD_STOCKLOCATION_WCF ID code.

4.6.3 Integrate Advance Shipment with SAP ERP

Advance Shipment order is created in our solution, but processed in SAP ERP.

Context

The process flow diagram displays the advance shipment flow in a Ticket.

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Procedure

1. The service agent creates a ticket and plans an advance shipment item. Go to Service and Repair tab
Release to ERP to release the item for processing to SAP ERP.
2. The document flow gets updated with the SAP ERP consignment fill-up order and can be viewed in the
Document Flow tab.
3. The consignment order is processed in SAP ERP.

4. Next, the field technician confirms the advance shipment item. Go to Parts tab Confirm Part .
5. The part consumption and part return item gets created. You can view this in the Parts tab.
6. Release to SAP ERP and save. Follow-up processes occur in SAP ERP.
We do not have the option to notify the technician about the delivery via workflow.

4.6.4 Integrate Finance and Costing with SAP ERP

Request for Finance and Costing is made in SAP Cloud for Customer, but processed in SAP Cloud for
Customer.

In our solution, you have to select the Invoicing Method to implement the Finance and Costing process in SAP
ERP. Go to Tickets Service and Repair General Data Invoicing Method field.

You can select the Invoicing Method based on:

● Time and Material: billing based on actual quantity.

● Fixed Price: billing based on planned quantity.
● Not Relevant: item not relevant for billing.

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Finance and Costing integration is influenced by the following factors:

● System Processing Type:

○ Time = billing and time posting
○ Billing Request = billing
● Invoicing Method:
○ Fixed Price
○ Time and Material
○ Not Relevant
● Coverage and Pricing:
○ External Pricing with manual condition changes
○ Coverage indicator from warranty or contract

4.6.5 Use External Pricing in Tickets

You can Request External Pricing in Ticket, External Pricing Conditions in Ticket, Re-Pricing Based on Actual
Quantities in Ticket, Manual Pricing Changes in Ticket, Header Pricing Information in Ticket, or Release to SAP
ERP with Pricing Conditions.

When you create a new ticket, based on the selected ticket type, you can request for pricing in the Items tab. In
the Items tab, fill in data for Planned Total and Actual Total and select Actions Request External Pricing .
The Net Price field gets populated.

Based on the data entered in the Planned Quantity and Actual Quantity fields, the system can calculate the
Actual Total, Planned Total, and Net Price of the ticket item.

You can change the actual quantity and request for pricing again. You can also manually change the price of the
item in the Items tab.

You can maintain pricing data in the Tickets Pricing tab.

4.6.5.1 Configure External Pricing Call in Tickets

Administrators can learn about external pricing call configuration to retrieve the complete pricing result from
SAP on premise systems to your cloud solution.

If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the
SAP on premise system to your cloud solution. Replicated sales documents also require a synchronous pricing
update once the sales document is updated during save.

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If the document was previously replicate, with this configuration, you can disable the synchronous pricing call
to the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes
created in your cloud solution. For both configuration options, the pricing status is calculated successfully
through the asynchronous call from the external system. The user can still trigger pricing synchronously by
clicking the asynchronous call action.

To configure external pricing call, go to fine-tuning activity Ticket Tickets for Customer Support
Document Types :

● Enable External Pricing for ticket type.

● Enable ticket item processing code for pricing.

Next, go to Ticket Tickets for Customer Support Item Processing Codes :

● If an item processing code is flagged as Pricing Relevant, then the ticket item would be set as relevant for
pricing, by default.
● The default pricing flag on ticket item level can be changed by the user.
● The pricing flag is re-determined if the item processing code is changed by the user.

4.6.5.2 Release to SAP ERP with Pricing Conditions

You can Request External Pricing only if pricing relevant parameters are set.

Once you've set the necessary parameters, you can Releases to ERP to trigger a billing request. Request
External Pricing is enabled as a workflow action.

 Note

Release to ERP is possible even if all ticket items are not relevant for pricing.

Related Information

Use External Pricing in Tickets [page 106]

4.6.5.3 Configure Workflow Rule Triggers

Administrators can trigger workflow rules based on the value of the Pricing Status and ERP Release Status
fields, or on keywords contained in ticket subject and body.

● Create workflow rules based on the values in the Pricing Status and ERP Release Status fields. These
triggers allow you to set up rules that automatically release a ticket to an SAP ERP system, or request
pricing information.
● Keywords contained in the subject or body text of a ticket can also trigger workflow actions. For example,
route tickets based on whether certain text appears in the ticket. The text or keywords can be entered by
the customer or the agent. For tickets generated from e-mail channels, the body text of the e-mail message

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 is copied into the ticket description. Therefore, defining rules based on the ticket description is equivalent
to monitoring for keywords in the body of incoming messages.

4.6.6 Integrate with Multiple Registered Products in Ticket

You can add multiple registered products in the ticket header, link a single registered product or installation
point to a ticket item, and integrate with SAP ERP.

When you add a Registered Product in a ticket that integrates with SAP ERP:

● You can add a Registered Product in the Ticket header, which is included in the Internal Order. The
equipment number in the ticket header is also included in Internal Order.
● You can add a Registered Product in the Ticket item, which is included in the Billing Request item. The
equipment number in the ticket item is also included in Billing Request.

4.6.7 Integrate Item Processing Code with SAP ERP

This topic describes scenarios where integration occurs between Item Processing Codes and SAP ERP.

● If an item processing code is flagged as ERP Relevant, the ERP Release status of a ticket item is set to Not
Released.
● If an item processing code is not flagged as ERP Relevant, the ERP Release status of a ticket item is set to
Not Released.
● The ERP Release status can be changed between Not Relevant and Not Released using item actions.

4.6.7.1 Configure Sales Order Processing Code for Tickets

The administrator can select the Sales Order processing type code available for Ticket items under Item
Processing Codes activity in fine tuning. Customers can use this processing code while creating Sales Orders in
SAP ERP.

Navigate to Business Configuration Implementation Projects Open Activity List , and search and select
Tickets for Customer Support or Tickets for Employee Support.

Click Maintain Item Processing Codes and select Sales Order to set the processing code.

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4.6.7.2 Custom Processing Types

Use available BaDI in SAP ERP to create custom processing types or ticket items.

● Custom processing type for Item Planning: item can be released to SAP ERP based on a planned quantity.
Work progress status isNot Relevant.
● Custom processing type for Item Confirmation: item can only be released to SAP ERP when work progress
status is Finished.
● Use BaDI in SAP ERP interface to implement project specific integration flows.

4.6.8 Integrate ATP Check with SAP ERP

The available to promise (ATP) feature in a ticket, for our solution requires integration with the SAP ERP
system. The request for ATP is made in the Items tab of our solution, but the request or check is processed in
SAP ERP.

● ATP Check action occurs at the Ticket Header level.

● ATP tab in Ticket Item , shows the data availability and quantity.
● ATP check executes a SD (Sales and Distribution module in SAP ERP) Sales Order simulation in SAP ERP.

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4.6.8.1 Configure ATP Check for Tickets

Administrators can set up document types and item processing codes for available-to-promise (ATP) check.

Context

ATP check is only available for tickets with specific criteria.

● The document type is relevant for ATP

● The item processing code is relevant for ATP check
● The status for ticket item work progress is:
○ Open
○ Ready
○ Not Relevant

Procedure

1. Configure document types. Go to Business Configuration Implementation Projects and select Open
Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support, then select
Maintain Document Types. Select the ATP Relevant checkbox for each document type you wish to enable

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 for ATP check.

2. Configure item processing codes. Go toGo to Business Configuration Implementation Projects and
select Open Activity List. Select All Activities, then search for ticket. Select Tickets for Customer Support,
then select Maintain Item Processing Codes. Select the ATP Check Relevant checkbox for each processing
code you wish to enable for ATP check.

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4.6.9 Integrate with External Procurement

External Procurement integrates with SAP ERP.

The following diagram helps explain External Procurement process flow:

4.6.9.1 Configure System Processing Type for External

Procurement

Each of the item processing codes maintained in fine tuning for Tickets is associated with and mapped to
certain values and flags. These can be Pricing Relevant, SAP ERP Relevant, or Scheduling Method. The
administrator can set these values and flags in the system using the business configuration activity list.

Maintain system processing type code for External Procurement, which would in turn create a SAP ERP sales
order with procurement items (item category TAS). This can also be used for SAP ERP sales order with regular
items (TAN).

4.6.9.2 Configure Item Processing Codes for Tickets

To enable ticket item defaulting based on item processing codes, the administrator has to configure item
processing codes via business configuration.

When you create a ticket item and set a ticket type to it, the system assigns it a processing code based on the
code mapping maintained in the rules table. The administrator has the ability to edit these mappings in the
rules table.

Each of the processing codes in turn are associated with and mapped to certain values and flags, such as
Pricing Relevant, ERP Relevant, Scheduling Method. You have the ability to set these values and flags in the
system using the business configuration activity list.

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So when you select a ticket type when creating a ticket item, then the system displays default values in the
fields based on the item processing code set in the system. However, at this point, the user has the ability to
edit these fields and change the default values.

Follow the steps below to set-up item processing codes for your business.

1. Go to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Codes .
2. Select Add Row.
3. To create item processing codes, populate the required fields. Enter a description.
4. Select the required System Processing Type and the Invoicing Method.
○ System Processing Type
With the System Processing Type you trigger the accounting records for costs and goods movement in
your company.
○ Billing Request creates a request for billing.
○ Complaint Request can be used to report complaints on external document items. This feature
requires SDK development in order to be exposed as a front-end capability.
○ External Procurement creates an SAP ERP sales order with procurement items (item category
TAS), based on actual quantity.
○ Item Planning and Item Confirmation allows custom integration scenarios based on planned
quantity or actual quantity.
○ Part Consumption from Technician Stock marks the item as taken out of the stock of the technician
and triggers the required billing and costing.
○ Part Advance Shipment to Customer Consignment Stock marks the item to be shipped to the
customer’s consignment stock before the technician plans to visit the customer.
○ Part Consumption from Customer Consignment Stock marks the item as consumed material from
the customer consignment stock. It triggers also the required billing and costing.
○ Part Return from Customer Consignment Stock marks the item as the to be returned material
(partly or completely) from the customer consignment stock.
○ Time creates a CATS time posting based on actual quantity. The line item in Billing Request is
based on Invoice Method.
If no integration with SAP ERP exists, the Type field is hidden and always defaulted to this value.
○ Invoicing Method
With the Invoicing Method you decide how the item shall be invoiced in SAP ERP:
○ Fixed Price takes the planned quantities for billing.

 Note

Please note that advance shipment doesn’t work with fixed price.

○ Time and Material is the default setting and takes the confirmed (actual) time and quantity for
billing.
○ Not Relevant
5. Save your entries.

 Note

Custom processing codes begin with Z. The rest of the codes are provided by the solution.

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Example

If an item processing code is flagged as Pricing Relevant, then a ticket item will be set by default as relevant for
pricing. However, this only applies if the ticket type is also set as Pricing Relevant. The default pricing flag at
ticket item level can be changed by the user. In this case, the pricing flag is re-determined.

4.7 Offline Features for Tickets

This topic presents an overview of supported features and limitations for service in offline mode.

Here is the list of objects supported in offline mode.

 Note

Not all the validations/determinations available online are available offline.

Edit (can edit di­

rectly via actions/
Tab Section Field Create Display navigation)

Work Tickets*/ Overview Y Y Y*

Tickets*

*Objects have re­

strictions or some
tabs missing

Involved Parties Y

Tasks Y Y Y

Follow-up Docu­ Y* Y
ments*

Visits Y

Items Y Y Y

Services Y Y Y

Parts Y Y Y

Time Y Y Y

Expenses Y Y Y

Work Description Y Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Sub-Tickets Y Y Y

Time Entries Y Y Y

Notes Y Y Y

Attachments Y Y

Assignments Y

Edit (can edit di­

rectly via actions/
Tab Section Field Create Display navigation)

Tickets Header Main Ticket Y Y

Ticket ID Y

Subject Y Y

Description Y Y

Overview Priority Y Y Y

Escalation Status Y

Status Y Y

Work Progress Y

Contract Y

Ticket Type Y Y

Territory Y

Assigned To Y Y

Service Technician Y Y Y

Approval Status

Service and Sup­ Y

port Team

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Service Technician Y Y
Team

Channel

Channel Type

Channel ID

Source Y

Customer Customer Y Y Y

Contact Y Y Y

E-Mail Y

Phone Y

Mobile Y

Fax Y

Gender Y

Job Title

Department

Language

Category Y

Address Y

Individual Cus­ Y
tomer

Account Y

Service Location Country Y Y Y

Building/Floor/ Y Y Y
Room

Street Y Y Y

House Number Y Y Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

City Y Y Y

State Y Y Y

Postal Code Y Y Y

Involved Parties Name Y Y Y

Role Y Y Y

Address Y

Email Y

Phone Y

Mobile Y

Main Contact Y Y Y

Product Product Y Y Y

Installed Base ID Y Y Y

Installation Point Y Y Y

Serial ID Y Y

Warranty Y

Coverage Y

Reference Date

Warranty To Y

Warranty From Y

Product Category Y

Survey Y Y

Description Y Y

Work Description Y Y

Category Service Category Y Y

Incident Category Y Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Resolution Cate­ Y Y
gory

Cause Category Y Y

Object Category Y Y

Timeline Created On Y

Created By Y

Changed On Y

Changed By Y

Requested Start Y Y Y
Date

Requested End Y Y Y
Date

Completion Due Y

Completion Date Y

Reported On Y Y

Reported By

Initial Review Due Y

Initial Review Com­ Y

pleted

Next Response Y
Due

Reported On Y

Due On-site Y

Arrived On-site Y Y

Resolution Due Y

Resolved On Y Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Last Customer In­

teraction

Last Agent Inter­

action

Customer Up­
dated

Escalated On Y

Integration (Or­ External Sales Or­

ganizational Data) der ID

Sales Organization Y

Sales Unit

Division Y

Distribution Chan­ Y
nel

External Ticket ID Y

External Sales Or­

der ID

External Sales Sys­

tem ID

Additional Infor­ Service Level ID

mation

Service Level

Requires Work

Sales Order Y Y Y

Sales Order Item Y Y Y

Interaction Notes Y

Ticket Item External Product Y

ID

Line Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Parent Line Y

Product Y Y

Description Y

Work Progress Y

Processing Y Y

Invoicing Method Y Y

Serial ID Y Y

ERP Release Sta­

tus

Planned Quantity Y Y

Actual Quantity Y Y

Planned Total

Actual Total

Product Category Y

Requested Start Y Y Y

Actual Start Y Y Y

Actual End Y Y Y

Confirmed Deliv­
ery Date

Total Delivery
Quantity

Service Technician Y Y

Installation Point Y Y

Net Price

Changed On

Pricing Relevant

Coverage Y Y

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 Edit (can edit di­
rectly via actions/
Tab Section Field Create Display navigation)

Customer Infor­ Y Y
mation

Succeeding Sales Internal Note Y Y

Order

Overview / Header Address Y

Start Date Time Y

End Date Time Y

Status Y Y

Ticket Y

Service Technician Y

Notes Y

Available Offline Actions

Tab/Global Section Action Offline Availability

Tickets / Work Tickets Add attachments to tickets Y

Display notes on a new tab Y

Create Follow-Up Ticket Y

Prepopulate fields in follow- Y

up tickets

Signature capture for a ticket Y

View ticket tab from the Y

Sales Order tab

Employee, Sales Order and Y

Sales Order Items are edita­
ble

Multiple signature captures Y

(up to three signatures on a
ticket)

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Tab/Global Section Action Offline Availability

Ticket tab available for more Y

objects. The ticket tab now
appears in:

● Accounts
● Contacts
● Individual Customers

You can create a new ticket

from these objects.

Ticket List Level Users can scan barcode of a

registered product when off-
line, to fill in data when creat­
ing a ticket

Items Tab Confirm Parts for ticket items Y

Involved Party: Y

● Add
● Delete
● Refresh

Queries for My Work Tickets Y

and Work Tickets with my In­
volvement

Add Involved Party details in Y

quick create for ticket

In quick create for ticket, you Y

can add Installed Base and
Installation Point.

Time Entries New time entry enabled Y

Users can start and stop

Time recording in offline
mode

Work Ticket Items Start Work, Y

Undo Work Progress Y

Additional read-only ticket Y

fields are available

Items List Level Finish Work Y

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 Tab/Global Section Action Offline Availability

Offline external Product ID is

enabled for Ticket Items

Time Recording Time Entries Advanced Search enabled Y

New time entries are enabled Y

Work Tickets Time Entries Time entry enabled Y

Sub-Tickets
Setting status enabled Y

Add sub-tickets to an existing Y

ticket

Add items to sub-tickets Y

Migrate sub-tickets with Y

main ticket reference

Notes Add internal notes in Notes Y

tab in offline mode

Installed Base Activate Y

Block Y

Obsolete Y

Items Activate Y

Block Y

Obsolete Y

Delete Y

Add Items (at the same level) Y

Registered Product Activate Y

Block Y

Obsolete Y

Items Activate Y

Block Y

Obsolete Y

Delete Y

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Tab/Global Section Action Offline Availability

Add New Registered Product Y

List Create New Ticket Y

Measurement Logs and New measurement logs and Y

Readings readings can be created

Stock Add products from van stock Y

as ticket item

Add from Stock Location Search by Product ID or De­ Y

scription

Installation Point Create a new functional loca­ Y

tion

 Note

Capture Signature is replaced with Generate Summary. Users can capture signature when generating a
ticket summary.

Offline Limitations for Tickets

● No workflow rules support offline.

● Limited availability of object actions offline.
● Limited Work Ticket/Ticket fields are editable offline.
● Available support for tickets follow-up for Work Tickets only.
● Limited data is copied for follow-up tickets only .
● Solution Finder tab is unavailable offline.
● Changes tab is unavailable offline.
● Document Flow tab is unavailable offline.
● Groups tab for tickets is unavailable offline.
● Approval tab for tickets is unavailable offline.
● Automatic Attachment Download for tickets is unavailable offline.
● Limited availability of read-only fields for tickets offline.
● Navigation link for follow-up items does not work.
● In the Work Ticket/Ticket list view, not all fields are available for Advanced Filter.
● Default/Determination for ticket items is not available offline.
● Service Category, as flat lists, is editable offline. Value help shows data correctly if user selects the
categories in sequence as follows: Parent Category Child Category .
● Involved Party for Ticket: Main indicator is not editable offline.
● Involved Party for Ticket: Determinations for main indicator is not available offline.
● Involved Party for Ticket: Only validation for unique is available offline.

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 ● Involved Party for Ticket: No mandatory checks are performed offline.
● Involved Party for Ticket: Party determination does not take place for Ticket quick create in offline mode.
● Involved Party for Ticket: Partner, Partner Contact, and Company for involved parties for ticket is not
enabled offline.
● Currently there is no offline validation for any ticket items.
● When creating a ticket, determination of installed base, serial ID, product and customer occurs only the
first time you select an installation point. To redetermine, relaunch the QC for the Ticket . This applies to
the ticket detail screen as well, close and reopen the ticket and select a new installation point to have the
fields repopulate automatically.
● Entering Ship-To account when creating a ticket populates neither Service Location nor Ship-To Contact
automatically.
● Contract determination is not available offline.
● Item contract determination is not available offline.

4.8 Tickets FAQ

4.8.1 Why can't I delete a ticket?

Learn why old tickets never die.

Once you resolve a customer support issue, you close the ticket. Closed tickets are referenced by numerous
other objects in the solution and contain valuable information that can be used to resolve new issues and for
analytics. Closed tickets provide a record of customer interactions, warranty usage information, response
performance information and much more.

Tickets that are created accidentally, or generated by the system, but contain no real support issue can be set
to the status of Irrelevant, which removes the ticket from all queues.

4.8.2 What are all these unassociated e-mails?

Where unassociated e-mail messages come from and how to deal with them.

If your system is configured to support e-mail as a channel for creating customer service tickets, then any
incoming e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket
get added to the list of unassociated e-mails. These e-mails must be manually processed by agents.

There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your
system may be configured to require manual processing or there may be more than one contact with the same
sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether
the e-mail should be converted to a new ticket or assigned to an existing ticket.

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  Tip

You'll find the list of unassociated e-mail messages under: Service Unassociated E-Mails .

4.8.3 Why do I see gibberish in tickets created from e-mail

messages?

E-mail messages containing unsupported formatting codes may cause escape codes to appear in the message
content.

Unsupported formatting codes can appear as gibberish or nonsense when you are reviewing the incoming
message.

4.8.4 How to Create Scheduled Tasks/Jobs & How to

Implement Custom Business Logic?

Custom logic to create scheduled tasks.

You can use the time-based workflow and email/notification workflow to create scheduled tasks.

Example

Select the business object - Ticket (you can select any other business object such as, opportunity, lead,
activity, quote, order and so on) and perform the following steps:.

1. Configure workflow trigger to a time based event (24 hours after the Ticket "Changed On" date
2. Configure workflow condition where if the Ticket Processor is "blank".
3. Configure workflow action to send email, create BTM notification, and/or field update of a header field of
the Ticket

If the workflow action is more complex such as updating a node field, creating node entries, creating follow-
ups, or the if the workflow condition needs to evaluate a BO (business object) node field (BO node event like
when a record is saved), then you will need to combine the workflow engine with some SDK ABSL/reuse
functions to achieve the advanced logic you want to evaluate.

Use Case - You want the workflow engine to trigger an email notification
when a particular Involved Party member, Ticket line item, and/or
attachment is added/removed/edited from the Ticket.

To do this, you need to:

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 1. Create a before save node exit, where it would evaluate a condition true or false. If it is true, then update a
Ticket header indicator extension field.
2. Next, create a workflow rule condition to evaluate if the Ticket header indicator field is true or false. Based
on this, the workflow engine will execute the workflow action with one extra step to do a field update action
to clear out the Ticket header indicator so that if another change is on the node, then workflow engine can
be triggered again.

Use Case - You want the workflow engine to trigger business logic such as
creating a note entry in the Ticket

For the workflow engine to trigger business logic such as creating a note entry in the Ticket, insert a default
product in Ticket line item, and/or create a follow-up Opportunity, then do the following:

1. Create a custom header action on the Ticket. In the custom header action add the logic you want to
create/edit in the Ticket node. You may even want to create a Reuse function to make the logic more
generic and accept parameters and be consumed in other places besides this custom action
2. Create a custom indicator on the Ticket header.
3. Create a beforesave exit on the Ticket header where if the indicator is set true call the custom action. Once
the custom action is executed, then set the indicator back to false d. Set-up a workflow condition where it
would evaluate if the Ticket header indicator is true or false, if it is true, then call the workflow action which
could be a simple email/notification/field update or again combine it with example #1 to call a custom
follow-up action.

Using the above two examoles, you can cover just about any business logic automation scenario with a few
lines of code and point and click configuration with the workflow engine.

4.8.5 How to Configure Workflow to Send E-mail

Notifications and Tasks?

Steps to configure workflow to send e-mail notifications and tasks.

Prerequisites

1. Draft the content of the eßmail notification. This content can be simple text or branded HTML e-mail.
There are also macros/placeholders that can mail merge the business object data into the email or task.
For example, you can create a generic template e-mail with HTML content and placeholders. When the
email notification is triggered, it can replace the #CUSTOMERNAME# placeholder in the template with the
business object data.
2. Define the conditions or rules that define when an e-mail notification is sent. This rules engine is very
flexible so it can evaluate any of the business object fields and create simple to complex multi-condition
statements. For example, you can create a rule that when the service request status changes from Open to
In Progress OR processor = Default Team, then send the e-mail notification

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3. Define the recipients of the e-mail notification. You can define specific parties that receive the e-mail
notification which can either be named Cloud for Customer users or the e-mail address of a customer. In
addition, if you add additional party roles via flexible involved parties feature, they too can be recipients of
the e-mail notification

Procedure

1. Under Administrator (workcenter) Workflow Rules Workflow Notification Rules (screen) , click New
or Edit an existing rule.
2. Choose a business object, type of notification, content of notification, business object data you want in the
notification, and the HTML template to format the notification.
3. Configure rules and conditions you want the notification to be sent.
4. Configure the recipients of the notification.
5. Test the notification.

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5 Registered Products

A registered product is an instance of a product that is associated with a specific customer and generally has a
serial number.

When a ticket is created, the registered product information allows the service agent to identify the customer
product and any associated warranties or service entitlements. Additional information, such as product
location is used in the service process.

You can do the following with a registered product:

● Create serialized registered products with customer, location, and warranty information
● Create a ticket that refers to a registered product
● Create a hierarchy of registered product items
● Add registered products to a maintenance plan
● Maintain measurement logs and readings for registered products
● Maintain attributes for a registered product

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● Maintain involved parties, user status, sales and distribution data, and change tracking, attachments,
notes, and reports
● Replicate an equipment from SAP ERP as a registered product

5.1 Scope and Configure Registered Products

Administrators can configure registered products using scoping, scoping questions, and fine-tuning activities.

 Note

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

5.1.1 Technical Information About Registered Products

The Registered Product user interface constitutes of two business objects—Installation Point and Individual
Product.

The leading business object is Installation Point. The Installation Point business object has multiple categories.
Registered Product is an installation point of category registered product.

When working with registered products, use the entities created for installation point for the following
scenarios:

● Migration (web services, migration template)

● Mass data maintenance
● Reporting (data source)
● Workflow Rules

Related Information

Configure Migration of Registered Products [page 167]

Use A2X Services for Registered Products [page 168]
Get Information for Registered Products [page 184]
Create Workflow Rules for Registered Products [page 183]

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5.1.2 Configure Additional Configurations for Registered
Products

As an administrator, allow for additional configurations for registered products to the scope of the project.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope
Questions Service Entitlement Management , and then select Registered Products and Installed Base. In
the Questions for Registered Products and Installed Base section, under the Additional options for Registered
Product, Installed Base and Installation Points business option, go to You can maintain additional configurations
for Functional Location/Registered Product and select the In Scope checkbox.

5.1.3 Enable Registered Products

As an administrator, enable the feature in the solution.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Entitlement Management , and then select Registered Products and Installed Base. From Questions
for Registered Products and Installed Base, select You can manually register serialized products sold.

 Note

If you select the You can manually maintain installed bases business option, the option for Registered
Products (You can manually register serialized products sold) also gets selected.

5.1.4 Configure Registered Product Categories

As an administrator, configure registered product categories using the fine-tuning activity.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Additional configurations for Registered Product .

On the Additional configurations for Registered Product page, under Registered Product Categories, click the
Maintain Registered Product Categories link.

On the Registered Product Categories page, under Create or Delete Registered Product Category, click Add.
Enter the required details, such as the name of the registered product category and its description.

Mark the Serial ID Field as Optional

When you create a registered product category, by default, the Serial ID field is mandatory. However, you can
mark this field as optional for a specific registered product category.

Marking the Serial ID field optional enables replication of equipment from ERP that does not have a Serial ID.
However, for a successful replication, make sure that code list mapping of the equipment is maintained in ERP.

To mark the Serial ID field as optional, follow these steps:

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1. While you add a registered product category, select the Serial ID Optional checkbox.
2. Click Save.

5.1.5 Assign User Status to a Status Profile

As an administrator, you can create and maintain a status profile for a registered product, and then assign user
status to the profile.

After you assign a status profile to a registered product, you cannot modify it. To assign user status to a status
profile, navigate to Business Configuration Implementation Projects Your Project Open Activity List
Fine-Tune Additional configurations for Registered Product .

On the Additional configurations for Registered Product page, under Registered Product User Status, click the
Maintain Registered Product User Status link.

On the Status Profiles page, click Add Row, and then enter the required details such as staust profile name and
description. Select the status profile, and in the Assign User Status to Status Profile section, define the user
status.

5.1.6 Configure Involved Parties for Registered Products

As an administrator, configure involved parties for registered products using the fine-tuning activity.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

 Note

The party roles that you add using this fine-tuning activity are also applied to installed base and installation
points.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, click Add Row, and
select the party role that you want to add.

5.1.7 Configure Registered Product Location Determination

By default, the location of a registered product is taken from the customer address. However, as an
administrator, you can default the location from the ship-to party address instead.

To use the ship-to party address as the default address, administrators must enable the registered product
location determination.

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Navigate to Service Entitlement Management Registered Products and Installed Base Additional
options for Registered Product, Installed Base and Installation Points , and select Registered Product uses
customer address as the default location. Do you want to use the ship-to-party address instead?

5.1.8 Configure Custom Attachment Types for Registered

Products

As an administrator, you can define custom document types for attachments for registered products.

Context

The Attachment tab, due to a backend change in the registered product attachments, may require an adoption
task to enable this feature for your users.

Procedure

1. Navigate to Business Configuration Overview .

2. Search for All Configuration Elements Customer-Defined Document Types For Attachments .
3. Open Customer-Defined Document Types For Attachments and select each Document Type Code. Under
the Usage section, verify if Registered Product (Obsolete) is selected.

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4. If Registered Product (Obsolete) is selected, deselect it, and then select Installation Point/Registered
Product.

5. Click Save. Your users can now create attachments of custom document types in registered products.

5.1.9 Create Workflow Rules for Registered Products

As an administrator, create workflow rules for registered products. To create workflow rules, you must have
access to the Workflow work center.

Workflow Rules for Registered Products

To create a new workflow rule for a registered product, do the following:

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, do the following:
○ Add a description.
○ Select the Installation Point/Registered Product business object value.
3. In the Define Conditions tab, define the rule conditions including extension fields: Sales Territory and
Service Territory.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification
○ Field Update - This rule type is supported only for the extension fields, Sales Territory, and Service
Territory.
5. Review and confirm the rule.

Related Information

Workflows [page 952]

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5.1.10 Configure Migration of Registered Products

As an administrator, use the Installation Point Migration Template to migrate registered products to your
system.

Navigate to Business Configuration Overview , and search for the Migration of Installation Points activity.
Use this object to migrate registered products into your system. (Registered Product is an installation point of
category registered product.)

Create Registered Product Description

Create registered product description in different languages, by specifying the language code. The fields that
appear for registered product description are as follows:

● Installation Point ID: The installation point ID for which you add the description.
● Registered Product Description Language: The language in which the registered product description is
created. The entered text displays when the user logs in to the system in that language.
Example: If the user creates an entry for Reg Prod Description English in EN, Reg Prod Description English
appears in the Registered Product Description field. Similarly, for a Reg Prod Description French entry in FR,
the Reg Prod Description French value appears in the Registered Product Description field.
● Registered Product Description Content:The actual description of the registered product.

Create Registered Product Detailed Description

Create registered product detailed description, to store data in notes and customer information of registered
products, in different languages, by specifying the language code. The fields that appear for registered product
description are as follows:

● Installation Point ID: The installation point ID for which detailed description is added.
● Text type: The value of the text type for notes and customer information. The following table describes the
values and the text type:

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 Value Text Type

10006 Notes

10024 Customer Information

● Language: The language in which the text is created. The entered text appears when the user logs in the
particular language.
Example: If the user creates an entry for Notes English in EN, for 10006 text type, Notes English appears in
the Notes section. Similarly, for a Notes French entry in FR for 10006, Notes French appears in the Notes
section.
● Text content: The actual content of the notes or customer information.

For more information about the activity, on the Migrate Installation Points page, under You Can Also, click Show
Migration Object Documentation.

5.1.11 Use A2X Services for Registered Products

The A2X web services available for registered products are—Query Registered Products and Manage Registered
Products. However, use the A2X services only to query registered products. For manage scenarios, use the A2A
services.

Query Registered Products

The Query Registered Products service has two versions. Use version 2 of this service. You can use the following
parameters to query registered products:

● Installation Point ID
● Serial ID
● Involved Parties
● External ID
● Registered Product Category

5.1.12 Configure Attributes for Measurements

Create a list of attributes for registered products on which readings will be recorded.

Context

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Procedure

1. Go to Administrator Service and Social Measurements and Maintenance Configure Measurement

Attributes .
2. Add and configure attributes.

5.1.13 Configure Extension Fields as Read-Only Using Key

User Tools in Offline Mode

As an administrator, configure extension fields as read-only for blocked and obsolete registered products and
installed bases in the offline mode.

Currently, the extension fields for Blocked and Obsolete registered products and installed bases become
editable in offline mode even when they are read-only in online mode. If you change the values of these
extension fields offline, and try to sync the changes online, the sync fails.

You can avoid sync failure by creating a rule using Key User Tool.

 Note

We've used a registered product as an example. A similar rule can be created using an installed base.

To create a rule, follow these steps:

1. Open a Registered Product in Active or In Preparation status. Choose Adapt Edit Master Layout from
the menu.
2. Hover your cursor over the extension field and click Change Properties Option as shown here.

3. Click Rule.
4. Choose Create New Rule and create a new rule as shown here.

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5. Apply the rule to the Read Only property of the extension field.
The same rule can be applied to the read-only property of all extension fields.

5.1.14 Add Extension Fields to Registered Products

As an administrator, add extension fields to the header area of the Registered Product detail view.

Registered Product constitutes of the following business objects:

● Installation Point
● Individual Product

When you add extension fields to a registered product, we recommend that you add them to the Installation
Point – General Information business object.

 Note

The extension fields added to the Installation Point – General Information business object cannot be
enabled on the registered product quick create.

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  Note

Information added to the header area appears automatically in the Registered Product 360º view report. If
you want to include information from fields added to the Customer section, edit the form template with
Adobe LiveCycle Designer.

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5.1.15 Use Data Workbench Service for Registered Products

As an administrator, use the Data Workbench service to import, export, and update registered products data
(from SAP Cloud for Customer).

 Note

Extension fields added to Registered Product: General Information cannot be added to the registered
product data workbench service. Similarly, address determination (main address/ship-to address/bill-to
address) of a registered product from the customer/ship to party is not supported. You also cannot enter
the warranty start and end date, as these fields are calculated based on the warranty ID.

For more information about data workbench services, see the Data Workbench user guide.

5.1.16 Configure Code List Restrictions for Registered

Products

As an administrator, you can enable code list restrictions for the extension fields added in a registered product.

To achieve this, follow these steps:

1. In the Administrator Code List Restrictions tab, click Code List Restrictions.
2. Click New.
3. Select Installation Point/Registered Product in the BO field.
4. Maintain restrictions for the extension field and then save your update.

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5.2 Create Registered Products

Register a product to create a unique instance of it in the system.

Context

When you create a registered product, the relevant information is automatically copied from the customer. For
example, the customer location and involved parties such as Ship-to-Party, Bill-to-Party, and service
technician.

When you create a registered product from the agent workspace, the customer and product information in the
ticket are automatically copied into the form.

To register a product, follow these steps:

Procedure

1. Navigate to Installed Base Registered Products , or navigate to Products Registered Products ,

and click New.
2. Enter data for Customer, Product, and Serial ID for identifying the registered product.
3. Save your entries.

Determine Service Technicians for Registered Products [page 173]

When creating a new registered product, the service technician is determined from the account. The
accounts team can have multiple service technicians as defined in Party Role Definition. The following
parameters are considered:

5.2.1 Determine Service Technicians for Registered Products

When creating a new registered product, the service technician is determined from the account. The accounts
team can have multiple service technicians as defined in Party Role Definition. The following parameters are
considered:

● If sales data is maintained for the service technician, it is ignored

● If multiple service technicians (without sales data) exist, the primary one, based on validity and current
date, is selected

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5.3 Use Registered Products

Create a new registered product with information such as Customer, Serial ID, and Location.

Using the Registered Products functionality, you can do the following:

● Add notes and attachments

● Maintain involved parties, user status, sales, and distribution data
● Track the history of changes
● Create tickets for a registered product
● Associate a registered product with contracts
● Maintain measurement logs and readings for registered products
● Associate a registered product with maintenance plans
● Replicate an equipment from SAP ERP as a registered product

If there are changes made to the following fields on Registered Products, the system administrative data (such
as the Changed On field) is not updated:

● Registered Product Description

● Serial ID
● Reference Date
● Warranty-related fields

Work with Registered Products [page 175]

Know more about options such as assigning skills, getting GPS coordinates for locations, updating
locations, and using barcode scanning for registered products.

Get Information for Registered Products [page 184]

You can get information for registered products by using reports and tracking your regictered products.

Remove Personal Data in Registered Products [page 185]

Use Depersonalize in Registered Products to remove personal data from obsolete registered products.

Use Registered Products in Service [page 185]

Know more about the functionalities that help you to use the Registered Products feature in Service.

Use Registered Products in Sales [page 188]

Learn about creating an opportunity for a registered product, creating registered products from an
account, and creating a survey based on the registered products for a specific account.

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5.3.1 Work with Registered Products

Know more about options such as assigning skills, getting GPS coordinates for locations, updating locations,
and using barcode scanning for registered products.

5.3.1.1 Assign Skills for Registered Products

You can assign skills for registered products in the Registered Product tab.

To add/maintain a skill for a registered product, follow these steps:

1. Navigate to the Registered Products tab, and select a registered product.

2. On the details page, click the Skills tab.
3. To add a new skill click Add, and then enter the required details.

4. Click OK.

5.3.1.2 Get GPS Coordinates for Locations of Registered

Products

Geo location data of a registered product is inherited from the associated customer.

When you create a registered product and add a customer, the registered product inherits the customer
address along with the latitude and longitude information. The address is then displayed as a hyperlink.
Clicking the address link displays the location in a map. The address hyperlink is displayed even if the complete
address is not maintained; however, the latitude or longitude information for the registered product must be
available.

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5.3.1.3 Configure Registered Product Location
Determination

By default, the location of a registered product is taken from the customer address. However, as an
administrator, you can default the location from the ship-to party address instead.

To use the ship-to party address as the default address, administrators must enable the registered product
location determination.

Navigate to Service Entitlement Management Registered Products and Installed Base Additional
options for Registered Product, Installed Base and Installation Points , and select Registered Product uses
customer address as the default location. Do you want to use the ship-to-party address instead?

5.3.1.4 Update Locations of Registered Products

The Update Location action on Registered Product enables you to update location from the main address, bill-to
address, or ship-to address.

Based on your business configuration settings, the registered product location is determined either from the
customer address or the ship-to-party address. For updating the location, the same source (customer or the
ship-to-party address as chosen in the business configuration) is used. You can choose the address (main
address, ship-to-party address, or bill-to-party address) that should be picked from that source.

5.3.1.5 Use Barcode Scanning for Product Registration and

Search

Use your device camera to scan the barcode and register a product.

● Barcode Scan Search

When searching for a registered product using barcode scanning, you can scan a serial ID or external ID
(equipment ID) to begin the search. The system searches for the scanned ID and displays matching results.

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 ● Barcode scan for registering a product
To create a new registered product using barcode scanning, scan the serial ID of the product. The system
enters the scanned value in the Serial ID field.

 Note

This feature is supported on iPad and Android tablets.

5.3.1.6 Work with the Registered Products Overview Tab

Use the Overview tab to modify customer information, product location details, user status and user status
profile information, and so on. You can also create a new ticket and add a maintenance plan.

Maintain User Status and User Status Profile

Click Edit to maintain the User Status Profile and User Status for a registered product. After assigning a status
profile to a registered product, you cannot change it.

Update Product Location

Based on your business configuration settings, the registered product location is determined either from the
customer address or the ship-to-party address. For updating the location, the same source (customer or the
ship-to-party address as chosen in the business configuration) is used. To update the location of a registered
product, follow these steps:

● On the Overview tab of the selected registered product, click Update Location From, and then select the
source address based on your business configuration settings.

 Example

If the location determination is based on customer, using the Update Location From option takes the
location from the customer.

Generate a Summary

Click Actions, and then select Preview to generate a summary for the selected registered product. The
summary displays the following details of the registered product:

● General Data
● Address
● Notes

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● Warranty information
● Involved parties
● Associated contracts
● Associated maintenance plans

5.3.1.7 Assign User Status to a Status Profile

As an administrator, you can create and maintain a status profile for a registered product, and then assign user
status to the profile.

After you assign a status profile to a registered product, you cannot modify it. To assign user status to a status
profile, navigate to Business Configuration Implementation Projects Your Project Open Activity List
Fine-Tune Additional configurations for Registered Product .

On the Additional configurations for Registered Product page, under Registered Product User Status, click the
Maintain Registered Product User Status link.

On the Status Profiles page, click Add Row, and then enter the required details such as staust profile name and
description. Select the status profile, and in the Assign User Status to Status Profile section, define the user
status.

5.3.1.8 Work with the Registered Products Involved Parties

Tab

Use the Involved Parties tab to maintain detailed technician information for a specific or preferred technician,
based on skill requirement, for the servicing of a registered product.

● You can maintain roles and party here. SAP provides some standard roles, but you can create custom roles
and custom parties. Maintain it in a party determination schema as an administrative task.
● While creating a ticket for a registered product, party information such as Customer and Service
Technician, is copied to the ticket from the registered product. For some parties the information is based
on involved party determination rules defined for the ticket.

5.3.1.9 Configure Involved Parties for Registered Products

As an administrator, configure involved parties for registered products using the fine-tuning activity.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

 Note

The party roles that you add using this fine-tuning activity are also applied to installed base and installation
points.

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Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, click Add Row, and
select the party role that you want to add.

5.3.1.10 Manage the Items Hierarchy List of Registered

Products

Registered product items are visible in a hierarchical list. You can add new or existing registered products at
different levels in this list.

For registered product items, using the Move and Remove actions, update multiple records as the actions affect
the selected item and its associated items. Therefore, updating more than 50 items using the actions from the
UI affects performance.

 Tip

The administrator should trigger this action via Migration Workbench or Mass Data Maintenance in
Business Configuration to perform the move or remove actions.

Actions such as Locate and New Ticket, available in the installed base items list, are not available in the
registered product items hierarchy list.

5.3.1.11 View Associated Tickets for Registered Products

The Tickets tab displays all the associated tickets for a registered product.

A service technician can open a ticket from the tab and view the work details. This tab is also useful to keep a
track of the history of tickets for a registered product. This information helps the technician provide better
service based on the information available for the registered products.

Use the tab when a technician is at a site for a service, and gets a request to service additional registered
products at the same location. The technician can create a new ticket from this tab. The new ticket
automatically populates all the customer information. The technician has to provide only the description or a
specific information related to the service.

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5.3.1.12 Work with Attachments and Changes in Registered
Products

The Attachments and Changes tabs for registered products have standard functionalities.

Attachments Tab

You can work with standard attachments. Custom document types are also supported for registered products.

Changes Tab

You can track and view all updates and changes made to a registered product in this tab.

 Note

Changes made to notes and attachments are not displayed.

5.3.1.13 Configure Custom Attachment Types for Registered

Products

As an administrator, you can define custom document types for attachments for registered products.

Context

The Attachment tab, due to a backend change in the registered product attachments, may require an adoption
task to enable this feature for your users.

Procedure

1. Navigate to Business Configuration Overview .

2. Search for All Configuration Elements Customer-Defined Document Types For Attachments .

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 3. Open Customer-Defined Document Types For Attachments and select each Document Type Code. Under
the Usage section, verify if Registered Product (Obsolete) is selected.

4. If Registered Product (Obsolete) is selected, deselect it, and then select Installation Point/Registered
Product.

5. Click Save. Your users can now create attachments of custom document types in registered products.

5.3.1.14 Replicate Attributes for Registered Products

Replicate classification data (Attributes) for registered products.

You can replicate equipment classification for a registered product from SAP ERP to the solution. The
Attributes tab displays the classification data, including attributes and sets that are replicated from SAP ERP.

 Note

Replicate the attribute sets and attributes first. These attributes are different from the measurement
attributes.

Search Using Attributes

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You can also search for registered products based on attribute information. Navigate to the registered product
list and display the Advanced Search. Under the General Data section, click the Maintain Conditions link and
enter search details.

Related Information

Replicate Equipment as Registered Products [page 191]

5.3.1.15 Use Registered Product Categories

A personalized field that is enabled by your administrator.

If serial ID for a specific registered product category is marked as optional, then you can create registered
products without serial IDs under that category. Therefore, products from SAP ERP that do not have a serial ID,
can also be replicated. This feature of an optional serial ID can be used with or without SAP ERP integration.

The following is a default function of this feature, when creating a registered product:

● Registered Product Category = blank

● Serial ID = mandatory

5.3.1.16 Configure Registered Product Categories

As an administrator, configure registered product categories using the fine-tuning activity.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Additional configurations for Registered Product .

On the Additional configurations for Registered Product page, under Registered Product Categories, click the
Maintain Registered Product Categories link.

On the Registered Product Categories page, under Create or Delete Registered Product Category, click Add.
Enter the required details, such as the name of the registered product category and its description.

Mark the Serial ID Field as Optional

When you create a registered product category, by default, the Serial ID field is mandatory. However, you can
mark this field as optional for a specific registered product category.

Marking the Serial ID field optional enables replication of equipment from ERP that does not have a Serial ID.
However, for a successful replication, make sure that code list mapping of the equipment is maintained in ERP.

To mark the Serial ID field as optional, follow these steps:

1. While you add a registered product category, select the Serial ID Optional checkbox.
2. Click Save.

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5.3.1.17 Assign Measurement Logs to Registered Products

Assign one or more measurement logs to a registered product. Capture measurement readings throughout
product life cycle.

● Configure list of attributes based on which readings are recorded

● Record multiple readings for each of these attributes from registered products

5.3.1.18 Configure Attributes for Measurements

Create a list of attributes for registered products on which readings will be recorded.

Context

Procedure

1. Go to Administrator Service and Social Measurements and Maintenance Configure Measurement

Attributes .
2. Add and configure attributes.

5.3.1.19 Create Workflow Rules for Registered Products

As an administrator, create workflow rules for registered products. To create workflow rules, you must have
access to the Workflow work center.

Workflow Rules for Registered Products

To create a new workflow rule for a registered product, do the following:

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, do the following:
○ Add a description.
○ Select the Installation Point/Registered Product business object value.
3. In the Define Conditions tab, define the rule conditions including extension fields: Sales Territory and
Service Territory.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification

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 ○ Field Update - This rule type is supported only for the extension fields, Sales Territory, and Service
Territory.
5. Review and confirm the rule.

Related Information

Workflows [page 952]

5.3.1.20 Create Ticket for Multiple Registered Products

Create a ticket for multiple registered products, so you don't have to add the registered products to the created
ticket one by one.

In the Registered Products worklist, select the registered products of the same customer or contact with the
Active status. Then choose New Ticket from the action menu to create a ticket for all the selected registered
products. All the selected registered products are added to the Products tab of the ticket.

5.3.2 Get Information for Registered Products

You can get information for registered products by using reports and tracking your regictered products.

Use Reports for Registered Products

You can create reports for registered products using the installation point data source. For example, you can
get a list of all registered products for a specific customer or based on the status of registered products.

Track Registered Products

The following features help you to track your registered products:

● Generate a PDF for a registered product using the Equipment 360º view
● Download registered product repair history to an MS Excel® spreadsheet file. The repair history helps the
service technician to get an overview of the registered product and the performed repair.
● View additional default queries in registered products (my registered products, registered products of my
team, and so on)
● View a list of all contracts in which the registered product is a covered item
● View a list of all maintenance plans in which a registered product is a maintenance item

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5.3.3 Remove Personal Data in Registered Products

Use Depersonalize in Registered Products to remove personal data from obsolete registered products.

Depersonalization is available only to users with access to the Data Protection and Privacy work center.

When you depersonalize data in Registered Products, the information related to creation of the data is removed.
The change-related fields display the details of the user who initiated the depersonalization and the date on
which it was initiated. The following details are also deleted from the system:

● Involved parties
● Address
● Notes and customer information
● Attachments
● Created by
● Created by of measurement logs (if any)
● Created by of measurement readings (if any)

The registered product items are not depersonalized automatically.

 Note

From the UI, you cannot select more than 10 registered product records for depersonalization. However, if
you use the OData service to depersonalize, you can select any number of records at a time.

5.3.4 Use Registered Products in Service

Know more about the functionalities that help you to use the Registered Products feature in Service.

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5.3.4.1 Create Tickets for Registered Products

A typical scenario depicts a customer call to set up servicing for a registered product.

Click New Ticket from the side panel to create a ticket for setting up a service appointment. You can search for
the registered product by the customer name or by the unique serial ID for the registered product.

When creating a ticket from the registered product UI, information maintained in various tabs of the registered
product gets populated into the new ticket fields.

Under the product section of a ticket, you can see the following:

● Product details
● Serial ID
● Installation point ID (the unique ID for the registered product)

 Note

A registered product is an installation point of category Registered Product.

5.3.4.2 Add Registered Products to Contracts

A contract is a legally binding service agreement between parties stating their respective obligations and
responsibilities.

When you create a contract, you can add registered products (or covered objects) in the contract from here. On
the Registered Products user interface, you can see all the contracts and details of that contract associated for
a registered product.

A contract provides all the required information, such as subject matter of contract, registered products (or
covered objects), signature date and validity period, in one place.

5.3.4.3 Assign Measurement Log to Registered Products

and Record Readings

Assign measurement logs (using measurement attributes) to a registered product and record readings for the
logs. These logs form the basis for condition evaluation in maintenance plan.

This feature is useful for scenarios where an action is based on a reading. The Measurements tab maintains
the reading types (or measurement logs) and its corresponding readings.

To maintain measurement readings, follow these steps:

1. Maintain measurement logs.

 Example

You can create a log named Odometer Reading by using the Distance Traveled measurement attribute.
Multiple measurement logs can be maintained for a registered product.

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 2. Maintain readings. You can maintain multiple readings for a measurement log.

 Example

After servicing the car the technician can maintain the odometer reading along with the date on which
this reading was taken.

Measurement Log Template

Measurement log templates enable you to define common measurement attributes at the product level. The
templates are inherited for each registered product created as reference of the product.

Let's take a common use case scenario to describe why we would maintain measurement parameters for a
registered product.

 Example

When multiple coffee machines are sold to a company, you can maintain measurement attributes for all the
coffee machines. You can use the Measurement Log Template under the Products tab to maintain the
attributes. When a registered product is created from this product, the measurement log maintained in the
measurement log template automatically carries over to the registered product. The log template helps a
technician has to service more than one coffee machine at a site. The technician can create a new reading
log for each machine using the Measurements tab.

5.3.4.4 Add Registered Products to Maintenance Plans

Plan for periodic maintenance of registered products by adding them as maintenance items in the
maintenance plan.

A maintenance plan consists of maintenance items, also known as registered products, for which rules can be
set. Based on the set parameters, when the conditions are met, the system creates tickets automatically for
scheduling maintenance service for a registered product.

You can do the following from a maintenance plan for a registered product:

● View list of all maintenance plans in which a registered product is a maintenance item.
● Display Last Maintenance Date for a registered product when the maintenance ticket is completed.
○ To view the last maintenance date field, open a registered product and navigate to Maintenance Plans
tab and select a maintenance plan.
● From the maintenance plan UI, add registered products in bulk to a maintenance plan asynchronously as a
background job. You can view the following:
○ A message indicating the bulk addition.
○ The list of added items (after you refresh the page).
○ Logs for this action in the Maintenance Items Logs tab.

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5.3.4.5 Modify Installed Base for Registered Products

From the installed base section on registered product overview, you can add or replace an installed base for a
registered product that is in Active or In Preparation status.

To add or replace an installed base, do the following:

1. Select the Active or In Preparation registered product for which you want to make the changes.
2. In the Overview tab, click Edit.
3. In the Installed Base section, from Value Selection, select the installed base that you want to add.
4. Click Save.

5.3.5 Use Registered Products in Sales

Learn about creating an opportunity for a registered product, creating registered products from an account,
and creating a survey based on the registered products for a specific account.

5.3.5.1 Create Opportunities from Registered Products

Create opportunities from registered products using the Opportunities tab of a registered product or using the
Registered Products tab when you select multiple products.

This feature allows you to create opportunities more easily when increasing your line of business from existing
products.

Create an Opportunity from one Registered Product

From an open registered product, select the Opportunities tab then select New to begin creating the
opportunity. When the opportunity quick create window opens, the serial ID and the customer fields auto
populate for the registered product you selected. You can then add any other details for the new opportunity.

Create an Opportunity from Multiple Registered Products

To create a new opportunity with multiple registered products, follow these steps:

1. Log on to the system as the administrator and navigate to Registered Product tab.
2. From the displayed registered product list, select the row for which you want to create an opportunity.
3. Click the Actions icon and select New Opportunity.
4. On the New Opportunity screen, enter the required details.
5. Save the entries. If you select Save and Open, the Opportunity Overview tab is displayed.

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5.3.5.2 Create Registered Products from Accounts

Create registered products directly from a customer account.

To create registered products from a customer account, follow these steps:

1. Navigate to Customers Accounts .

2. Select the account for which you want to register a product.
3. Navigate to the Registered Product tab and click New to add a new registered product to the account.

5.3.5.3 Registered Product Surveys

Create a survey based on the registered products for a specific account.

To collect information regarding products that have been installed at a specific account, use a registered
product survey.

Create a registered product survey like regular product survey, but without adding products to it. Instead, when
you assign a survey to a visit, it automatically includes the registered products that have been set for the
assigned account.

Related Information

Product Surveys [page 981]

5.4 Search Registered Products

Search for registered products using various criteria.

Basic Search in Registered Products [page 190]

On the Registered Products lists screen, the basic search supports searching with the following fields:

Enterprise Search for Registered Products [page 190]

Search for registered products within the solution.

Search for Registered Products Using the Serial ID and Installation Point Value Help [page 191]
Search for registered products using the Serial ID value help and Installation Point value help in
scenarios such as creating a new ticket or adding a new covered object in contracts.

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5.4.1 Basic Search in Registered Products

On the Registered Products lists screen, the basic search supports searching with the following fields:

● Description
● Reference Product Description
● Serial ID
● Customer
● Contact
● Country
● Postal Code
● City
● Street

 Note

Fields such as Contract, Country, Postal Code, City, and Street in the Serial ID value help are
personalization hidden and can be enabled as required.

Using Search, with the type ahead feature, in an input field (with value help) displays search results based on
the supported fields in the basic search of that value help.

5.4.2 Enterprise Search for Registered Products

Search for registered products within the solution.

You can search for a registered product using the following search criteria:

● Registered Product ID
● External ID
● Registered Product Category
● Sales Territory
● Service territory
● Country
● State

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 ● Postal Code
● City

5.4.3 Search for Registered Products Using the Serial ID and

Installation Point Value Help

Search for registered products using the Serial ID value help and Installation Point value help in scenarios such
as creating a new ticket or adding a new covered object in contracts.

A serial ID is not a unique field by itself—only a combination of product and serial ID is unique. Therefore, it is
possible that duplicate serial IDs exist. If you select a duplicate serial ID, a message indicating to enter a
product appears. In such cases, you can do one of the following:

● Enter the product and then select the serial ID

● Use the Installation Point value help as it is possible to identify a unique record. In the Installation Point
value help, you can search by the serial ID as well.

5.5 Replicate Equipment as Registered Products

You can replicate equipment from SAP ERP to SAP Cloud for Customer as registered products.

The SAP ERP equipment replication allows only a unidirectional replication.

SAP ERP Equipment Replication

An SAP ERP equipment is mapped to the registered product in SAP Cloud for Customer. The Equipment ID
field, maintained in SAP ERP is replicated to the External ID field in the solution.

Information replicated from SAP ERP include customer and location details, sales and distribution, user status,
involved parties and warranty dates.

SAP ERP Warranty Dates Replication

If SAP ERP integration is enabled, the warranty dates maintained for the equipment in SAP ERP is replicated to
SAP Cloud for Customer warranty dates.

If the warranty ID for equipment is maintained in SAP ERP, it is replicated to the External Warranty ID field in the
solution.

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Update Relationship Between Equipment

You can change the relationship between equipment during SAP ERP replication, irrespective of the status of
the parent or child entity. For example, an equipment E1 is in blocked status, and a new (or existing) equipment
E2 is added under E1 in SAP ERP. This change gets replicated toSAP Cloud for Customer.

 Note

From the UI, you cannot assign an equipment to another, when either is in blocked or obsolete status.

Replicate an Equipment Without a Customer

You can replicate an equipment without a customer, from SAP ERP to SAP Cloud for Customer.

 Note

When changes are made in the SAP Cloud for Customer UI, you cannot create a registered product without
a customer. Additionally, if you make any changes to the registered product (that was replicated from SAP
ERP without a customer), you cannot save the registered product without a customer.

Update Registered Products Fields

If a user changes the data of an inactive equipment in SAP ERP, the change gets replicated to SAP Cloud for
Customer. This behavior is supported for changes to reference material of equipment as well. This is applicable
only for an SAP ERP replication scenario.

 Note

Similar updates are not possible within the solution from the UI or Migration Work Bench.

You can update the fields, listed in the following table, when replicating a registered product from SAP ERP,
even if the registered product is in blocked or obsolete status:

● Serial ID ● Warranty
● Reference Product ● External Warranty ID
● Registered Product Category ● Sales Organization
● Description ● Distribution Channel
● Status ● Division
● Status Profile ● Sales Office
● User Status ● Sales Group
● Involved Parties (all role code) ● Notes
● Reference Data ● Customer Information
● Address Fields

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  Example

A registered product in SAP Cloud for Customer is replicated from SAP ERP, and is in blocked status.
Change or update the description, material, or serial number in the corresponding equipment in SAP ERP,
which is in inactive status. The changes in SAP ERP trigger update to the description, product, or serial ID
of the same Registered Product in SAP Cloud for Customer.

5.6 Offline Features for Registered Products

The Registered Products feature is available in offline mode with limited functionalities. Learn more about them
in the following sections.

5.6.1 Offline Capabilities and Limitations for Registered

Products

This topic describes the supported features and limitations for registered products in offline mode.

Offline Capabilities for Registered Products

Here is the list of objects supported in offline mode.

 Note

Not all the validations/determinations available online is available offline.

Edit

(can edit directly

via actions/navi­
Tab Section Field Create Display gation)

Registered Overview Y Y Y
Product*

*Objects have
restrictions or
some tabs
missing

Involved Party Y Y Y

List Overview Y

List (Advanced Search) Y Y

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 Edit

(can edit directly

via actions/navi­
Tab Section Field Create Display gation)

Quick Create Y Y

Actions Y Y

Items Y

Tickets Y

Contracts Y

Attachments Y Y

Attributes Y Y

Available Offline Actions

Tab/Global Section Action Offline Availability

Registered Product Activate Y

Block Y

Obsolete Y

Items Activate Y

Block Y

Obsolete Y

Delete Y

Add New Registered Product Y

List Create New Ticket Y

Offline Limitations for Registered Products

● Warranty, Sales & Distribution, and User Status sections on the Overview tab is unavailable.
● Address determination is unavailable.
● Registered Product Summary (PDF Preview) is unavailable.
● Add Maintenance Plan action is unavailable.
● Update Product Location action is unavailable.

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 ● Mutlilanguage support for Registered Product notes is not supported offline.
● Personalized queries for Registered Products are not supported for offline data download.
● On Registered Product Tickets tab, the Create New Ticket option is not supported offline.
● New Opportunity action is unavailable.
● Personalization done in online mode using Customer/Ship-to ID field in Advanced Find Form (Advanced
Search) of Installation Point and Serial ID Value Helps does not work offline.
● Technical ID may be visible in Customer/Ship-to fields in Advanced Find Form (Advanced Search) of
Installation Point and Serial ID Value Helps offline. On choosing another party in the Value Help, the ID
displays.
● Reported On Date in the Tickets tab of registered product is not available in offline mode.
● The Status Profile and User Status are not available in quick create and the Items tab of registered product
in offline mode.
● Update the reference product of the registered product is not supported in offline mode.
● Create ticket for mulitple registered product is not supported in offline mode.

List

● My Queries based on team / territory is unavailable.

● Export to excel is unavailable.
● Advanced Search for Warranty and Service Technician fields is unavailable.

Items

● Actions for adding existing registered product are unavailable.

● Actions for creating follow-up service tickets are unavailable.
● Registered Product Items Hierarchical List is not supported offline. A flat list displays offline.

5.6.2 Download Associated Registered Products

When you download accounts to your device in offline mode, the associated registered products can be
downloaded to your offline device.

Your administrator must set up the relevant offline data download rules.

5.7 Registered Products FAQs

This section provides you with solutions to some commonly asked questions.

5.7.1 Can I edit a status profile?

You cannot edit the status profile field after you update the status profile information and save the registered
product. However, you can change its user status.

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5.7.2 What is the role of registered products in tickets?

The registered product information helps the service agent to identify the customer product, location, and any
associated warranty that is crucial for the service process and reporting purposes.

As a service agent, you can create and ticket from the registered product UI. Also, while creating a ticket you
can search for a registered product and add it to the ticket.

Based on the configuration settings, some of the information maintained in the registered product such as
location or party information, are carried over to the ticket.

5.7.3 How is warranty determined for registered products?

Warranty is assigned to a registered product. The start and end dates of the warranty coverage for a registered
product gets determined based on its reference date. The reference date is the default start date and the
warranty duration determines the end date.

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6 Installation Points

An installation point is the physical location of the object that requires servicing or maintenance based on the
service or maintenance plan for that object. It also consists of product and text information for an installation
point.

It consists of these categories:

● Functional Location
● Product
● Text
● Registered Product

6.1 Scope and Configure Installation Points

Administrators can configure installation points using scoping, scoping questions, and fine-tuning activities.

 Note

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

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6.1.1 Configure Additional Configurations for Functional
Locations

As an administrator, allow additional configurations for functional locations to the scope of the project.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope
Questions Service Entitlement Management , and then select Registered Products and Installed Base. In
the Questions for Registered Products and Installed Base section, under the Additional options for Registered
Product, Installed Base and Installation Points business option, go to You can maintain additional configurations
for Functional Location/Registered Product and select the In Scope checkbox.

6.1.2 Configure Workflow Rules for Installation Points

Administrators can create workflow rules to send emails and notifications, or to update fields.

Context

To create workflow rules, you must have access to the Workflow work center.

To create a new workflow rule for an installation point, do the following:

Procedure

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, add a description and select the Installation Point/
Registered Product business object value.
3. In the Define Conditions tab, define the rule conditions.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification
○ Field Update (Only extension fields, Sales Territory, and Service Territory are supported.)
5. Select a recipient. The available options are:

○ Employee Responsible
○ Contact Person of Customer
○ Owner
○ Service Technician
6. Review and confirm the rule.

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Related Information

Workflows [page 952]

6.1.3 Configure Involved Parties for Installation Points

Administrators can maintain involved parties for installation points by activating applicable party roles.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

 Note

The party roles that you add using this fine-tuning activity are also applied to installed base and registered
products.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, choose Add Row, and
select the party role that you want to add.

6.1.4 Enable Installation Points

As an administrator, enable the feature in the solution..

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Entitlement Management , and then select Registered Products and Installed Base. From Questions
for Registered Products and Installed Base, select You can maintain Installed Bases and Installation Points.

6.1.5 Use Data Workbench Service for Installation Points

Administrators can use the Data Workbench service to import, export, and update installation points data from
SAP Cloud for Customer.

 Note

For numeric installation point IDs, export on the Belongs To Installation Point ID field cannot be done using
the Starts With option.

To learn more about Data Workbench service, view the SAP Cloud for Customer Data Workbench
documentation in the SAP Cloud for Customer Help Center.

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6.2 Create Installation Points

From the Installation Point tab, you can create a new installation point only with the category of functional
location.

In addition to the common features, this category of installation point supports warranty, sales and distribution
data, and replication from SAP ERP. The customer information and installed base sections are prepopulated
when you create an installation point from an installed base.

Installation points that are categorized as registered products are only displayed in the Registered Product tab.
You can assign a registered product to an installation point. You can also assign an existing registered product
to a current installation point.

To assign an installation point, with product or text category, to an installed base, create the installation point
from the Installed Base.

 Note

You can add a functional location to an installed base using a migration template.

Enable Installation Points [page 200]

As an administrator, enable the feature in the solution..

Configure Involved Parties for Installation Points [page 200]

Administrators can maintain involved parties for installation points by activating applicable party roles.

Configure Workflow Rules for Installation Points [page 201]

Administrators can create workflow rules to send emails and notifications, or to update fields.

Use Data Workbench Service for Installation Points [page 202]

Administrators can use the Data Workbench service to import, export, and update installation points
data from SAP Cloud for Customer.

6.2.1 Enable Installation Points

As an administrator, enable the feature in the solution..

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Entitlement Management , and then select Registered Products and Installed Base. From Questions
for Registered Products and Installed Base, select You can maintain Installed Bases and Installation Points.

6.2.2 Configure Involved Parties for Installation Points

Administrators can maintain involved parties for installation points by activating applicable party roles.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

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  Note

The party roles that you add using this fine-tuning activity are also applied to installed base and registered
products.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, choose Add Row, and
select the party role that you want to add.

6.2.3 Configure Workflow Rules for Installation Points

Administrators can create workflow rules to send emails and notifications, or to update fields.

Context

To create workflow rules, you must have access to the Workflow work center.

To create a new workflow rule for an installation point, do the following:

Procedure

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, add a description and select the Installation Point/
Registered Product business object value.
3. In the Define Conditions tab, define the rule conditions.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification
○ Field Update (Only extension fields, Sales Territory, and Service Territory are supported.)
5. Select a recipient. The available options are:

○ Employee Responsible
○ Contact Person of Customer
○ Owner
○ Service Technician
6. Review and confirm the rule.

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Related Information

Workflows [page 952]

6.2.4 Use Data Workbench Service for Installation Points

Administrators can use the Data Workbench service to import, export, and update installation points data from
SAP Cloud for Customer.

 Note

For numeric installation point IDs, export on the Belongs To Installation Point ID field cannot be done using
the Starts With option.

To learn more about Data Workbench service, view the SAP Cloud for Customer Data Workbench
documentation in the SAP Cloud for Customer Help Center.

6.3 Use Installation Points

Learn more about using the feature in the solution.

Work with Installation Points [page 202]

Know more about working with installation points.

Remove Personal Data in Installation Point [page 203]

Use Depersonalize in Installation Points to remove personal data from obsolete installation points.

6.3.1 Work with Installation Points

Know more about working with installation points.

6.3.1.1 Create Items for Installation Points

Items consist of objects that need servicing, maintenance, or repair. Items must be assigned to installation
points in your SAP solution.

You can maintain the hierarchy structure of an installation points by creating a functional location and
assigning items to it. You can maintain another functional location as the parent of an installation point using
the Belongs to Installation Point ID field. You can also create a new functional location or registered product, or
add an existing registered product as an item to the functional location.

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  Note

If a functional location contains equipment, then that equipment also appears in the list on the Items tab.

6.3.1.2 Export Installation Points to Microsoft Excel File

Export all entries of installation points to a Microsoft Excel file.

In the Installation Points worklist, choose Export to Microsoft Excel ® from the action menu to export all entries
of the installation points based on the query you choose.

6.3.2 Remove Personal Data in Installation Point

Use Depersonalize in Installation Points to remove personal data from obsolete installation points.

Depersonalization is available only to users with access to the Data Protection and Privacy work center.

When you depersonalize data in Installation Point, the information related to creation of the data is removed.
The change-related fields display the details of the user who initiated the depersonalization and the date on
which it was initiated. The following details are also deleted from the system:

● Involved parties
● Address
● Notes
● Created By
● Attachments

The installation point items are not depersonalized automatically.

 Note

From the UI, you cannot select more than 10 installation point records for depersonalization. However, if
you use the OData service to depersonalize, you can select any number of records at a time.

6.4 Search Installation Points

Search for installation points using various criteria.

On the Installation Points screen, the basic search supports searching with the following fields:

● ID
● Description (for all categories of installation Points)
● Serial ID
● External ID

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● Address (Country, Region, City, Street, Postal Code, Building, House, Floor, Room)
● Customer
● Installed Base

6.5 Replicate Functional Location and Hierarchy to

Installation Points

SAP ERP functional location is mapped to Installation Points (with functional location category) in SAP Cloud
for Customer as they carry similar information.

When you replicate the functional location from SAP ERP, most of the party information relevant for installation
point is replicated to SAP Cloud for Customer. The Functional Location ID maintained in SAP ERP is replicated
to the External ID field in SAP Cloud for Customer.

 Note

Information for Notes and Customer displayed in SAP Cloud for Customer is replicated from SAP ERP as
well.

When replicating a functional location with a hierarchy, the entire hierarchy tree is replicated. The External ID
field in the Items tab indicates that the functional location has been replicated from SAP ERP.

Update Functional Location Changes to Installation Points [page 204]

SAP Cloud for Customer allows updates for the Functional Location fields irrespective of status, when a
change is triggered in SAP ERP.

6.5.1 Update Functional Location Changes to Installation

Points

SAP Cloud for Customer allows updates for the Functional Location fields irrespective of status, when a change
is triggered in SAP ERP.

If you change the data of inactive equipment without changing the status, the change gets replicated to the
SAP Cloud for Customer solution. This behavior is supported for changes to reference material of equipment
as well. It is applicable only to the SAP ERP replication scenario.

 Note

Similar updates are not possible in the solution from the UI or the migration work bench.

You can update the following functional location fields when replicating functional location from SAP ERP, even
if the functional location is in blocked or obsolete status:

● Status
● Status Profile
● User Status

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 ● Parties (all role codes)
● Description
● Address Fields
● Customer Information

Example

A functional location in SAP Cloud for Customer is replicated from SAP ERP that is in blocked status. Change
or update the description, material, or serial number in the corresponding equipment in SAP ERP, which is in
inactive status. The changes in SAP ERP triggers update to the description, product, or serial ID of the same
functional location in SAP Cloud for Customer.

6.5.1.1 Configure Additional Configurations for Functional

Locations

As an administrator, allow additional configurations for functional locations to the scope of the project.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope
Questions Service Entitlement Management , and then select Registered Products and Installed Base. In
the Questions for Registered Products and Installed Base section, under the Additional options for Registered
Product, Installed Base and Installation Points business option, go to You can maintain additional configurations
for Functional Location/Registered Product and select the In Scope checkbox.

6.6 Installation Points Offline

The Installation Points feature is available in offline mode with limited functionalities. Learn more about them in
the following sections.

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6.6.1 Offline Capabilities and Limitations for Installation
Points

This topic presents an overview of supported features and limitations for installation points in offline mode.

Offline Capabilities for Installation Points

 Note

Not all the validations/determinations available online are available offline.

Objects Supported in Offline Mode

Edit

(can edit directly

via actions/navi­
Tab Section Field Create Display gation)

Installation Overview Y Y Y
Points

Items Y Y Y

Add Item - New Y Y Y

Functional Location

Add Item - New Y Y Y

Registered Product

Involved Parties Y Y Y

Available Offline Actions

Tab/Global Section Action Offline Availability

Installation Point Create a new functional loca­ Y

tion.

Offline Limitations for Installation Points

● List
○ My Queries based on team/territory is unavailable.
○ Export to excel is unavailable.
○ Advanced Search for Warranty and Service Technician fields is unavailable.

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 ○ Export installation point list to Microsoft Excel is not supported in offline mode.
○ Reported On Date in the Tickets tab of installed base is not available in offline mode.
● Object
○ Warranty, Sales & Distribution, and User Status sections on the Overview tab are unavailable.
○ Address determination is unavailable.
○ Add Maintenance Plan action is unavailable.
○ Update Location From action is unavailable.
○ Multilanguage support for Installation Point notes is not supported offline.
○ Personalized queries for Installation Point are not supported for offline data download.
○ Belongs to Installation Point ID is not editable.
○ On Installation Point Tickets tab, the Create New Ticket option is not supported offline.
○ Personalization done in online mode using Customer/Ship-to ID field in Advanced Find Form
(Advanced Search) of Installation Point and Serial ID Value Helps does not work offline.
○ Technical ID may be visible in Customer/Ship-to fields in Advanced Find Form (Advanced Search) of
Installation Point and Serial ID Value Helps offline. On choosing another party in the Value Help, the ID
displays.
○ Any other feature not mentioned in the supported list is unavailable.
○ The Status Profile and User Status are not available in quick create and the Items tab of installation
point in offline mode.
● Object Items
○ Action for adding existing registered product is unavailable.

6.7 Installation Point FAQs

This section provides you with solutions to some commonly asked questions.

6.7.1 Is functional location equivalent to installed base?

No. In SAP Service Cloud, a functional location is an installation point of type Functional Location and is shown
in the Installation Point UI.

6.7.2 What is the difference between installed base and

installation point?

Installed base management enables you to maintain a hierarchical representation of items installed at
customer sites. The items contained within are installation points with various installation points types such as
registered product, products, text, and functional location.

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6.7.3 How can I indicate that an installation point is related
to another installation point?

The Belongs to Installation Point ID field (if filled) indicates that the installation point is part of the structure (as
a child) of another installation point (registered product or functional location).

This field is a hyperlink to open the parent installation point.

Example

Belongs to Installation Point ID for registered product Coffee Machine CM01 displays 21. When you click 21, the
UI for Installation Point 21 is launched, which is a functional location Floor 1. The Items tab of Floor 1 shows
CM01, which means that coffee machine CM01 is under Floor 1.

6.7.4 What is the difference between items in installation

point and registered product?

Items in Registered Product display the included child items in a hierarchy, while in Installation Point, this is a
flat list and only a single item level displays.

In SAP ERP, a functional location can have equipment and other functional locations included under its
hierarchy. Similarly, equipment can have other equipments in a hierarchy under it too. This is supported in SAP
Service Cloud.

A registered product can have other registered products as items and an installation point (functional location)
can have other functional locations or registered products as items.

For a registered product scenario, where installed base is not scoped in, items can consist of registered
products only.

For an installed base scenario, items such as registered products, products, and text can be added directly
under a registered product in the installed base hierarchy.

6.7.5 Why can't I add a functional location as an item in the

installed base?

The functional location is included as a separate entity that results from the replication from SAP ERP
integration and can be created separately within the Installation Point tab. However, it cannot be added as an
installed base item.

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7 Installed Base

Installed base is a hierarchical arrangement of items installed at your customer’s location.

In the Installed Base work center, you can do the following:

● View the list of maintained installed bases.

● Get information about customer, contact, location, and status, and access an installed base
● Create new installed bases

Certain information can be maintained at the installed base header level. For example, Involved Parties,
Attachments, Notes and Competitor Products. The status of the installed base changes to In Preparation after it
is saved.

Example

You can maintain an installed base for Company ABC where your servers are installed.

Here's an example of an Installed Base set up:

Here's what you can do with the Installed Base management feature:

● Create installed bases to track installed assets.

● Create a hierarchy of Installed Base items with any number of levels.
● Create a ticket with reference to an Installed Base or Installed Base item.
● Maintain competitor products for your Installed Base.
● Maintain involved parties for Installed Base or Installed Base items.

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● Track changes, add attachments/notes, and create reports.
● Use the Installed Base and Installation Points (installed base items) migration templates for data load.

7.1 Scope and Configure Installed Base

Administrators can configure installed base using scoping, scoping questions, and fine-tuning activities.

 Note

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

7.1.1 Enable Installed Bases

As an administrator, enable the feature in the solution.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Service Entitlement Management , and then select Registered Products and Installed Base. From Questions
for Registered Products and Installed Base, select You can maintain Installed Bases and Installation Points.

 Note

When you select the You can maintain Installed Bases and Installation Points business option, the option for
Registered Products (You can manually register serialized products sold) also gets selected.

7.1.2 Configure Involved Parties for Installed Base

As an administrator, configure involved parties for installed base using the fine-tuning activity.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

 Note

The party roles that you add using this fine-tuning activity are also applied to registered products and
installation points.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, click Add Row, and
select the party role that you want to add..

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7.1.3 Configure Migration of Installed Bases

As an administrator, use the Data Workbench service to import, export, and update installed base data (from
SAP Cloud for Customer).

You can also use the Installed Base migration template to migrate installed bases to your system. Navigate to
Business Configuration Overview , and search for the Migration of Installed Bases activity.

7.1.4 Create Workflow Rules for Installed Base

Administrators can create workflow rules for installation base.

Context

To create workflow rules, you must have access to the Workflow work center.

Procedure

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, add a description and select the Installed Base business
object value.

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3. In the Define Conditions tab, define the rule conditions.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification
○ Field Update (Only extension fields, Sales Territory, and Service Territory are supported.)
5. Select a recipient. The available options are:

○ Employee Responsible
○ Contact Person of Customer
○ Owner
○ Service Technician
6. Review and confirm the rule.

Related Information

Workflows [page 952]

7.1.5 Configure Auto-Update Location of Items Along with

Customer of Items for Installed Base

As an administrator, you can configure whether to automatically update the location of an item when the
customer of the item is updated in Installed Base.

To enable the auto-update, navigate to Business Configuration Implementation Projects Your Project
Edit Project Scope Scoping Questions Service Entitlement Management Registered Products and
Installed Base and check the scoping question: Automatically update location of Items when updating
customer of items for Installed Base?

● If the scoping question: Functional Location/Registered Product uses customer address as the default
location. Do you want to use the ship-to-party address instead? is also checked, when you choose Update
Customer of Items, the location of item is automatically updated to the ship-to-party main address of the
item. In case ship-to-party is not maintained, location of the item is updated to empty.
● If the scoping question: Functional Location/Registered Product uses customer address as the default
location. Do you want to use the ship-to-party address instead? is not checked, the location of item is
automatically updated to the main address of the customer.

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7.2 Use Installed Base

Create a new installed base with nformation such as Name, Customer, and Owner.

Using the Installed Base functionality, you can:

● Maintain competitor products for your installed base

● Add notes and attachments
● Track history of changes
● Create tickets for installed base
● Associate installed base with contracts

Work with Installed Base [page 213]

Know more about viewing installed base details, working with involved parties, getting GPS coordinates
for locations, and creating and viewing tickets for installed bases.

Work with the Installed Base Items [page 218]

An installed base item is an installation point of a specific category. The Category field differentiates
types of items.

Remove Personal Data in Installed Base [page 222]

Use Depersonalize in Installed Base to remove personal data from obsolete installed bases.

7.2.1 Work with Installed Base

Know more about viewing installed base details, working with involved parties, getting GPS coordinates for
locations, and creating and viewing tickets for installed bases.

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7.2.1.1 View Installed Base Details

On the Overview tab, view the installed base details such as involved parties and location.

You can edit a customer and other related information here.

7.2.1.2 Work with Installed Base Involved Parties

The Involved Party section in the Overview tab displays the name of the customer associated with the installed
base.

You can add an installed base to a specific item from here. You can also add an involved party from the items
tab.

 Note

You can have only one involved party associated with one role.

The following involved parties are supported:

● Customer
● Owner
● Service Technician
● Service Technician team
● Bill-To
● Ship-To
● Payer

Using the Involved Parties tab you can maintain roles and party. SAP provides some standard roles, but you can
create custom roles and custom parties. Maintain it in a party determination schema as an administrative task.

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7.2.1.3 Configure Involved Parties for Installed Base

As an administrator, configure involved parties for installed base using the fine-tuning activity.

Using the Involved Parties for Registered Product, Installed Base and Installation Points fine-tuning activity, you
can decide the party roles that you want to use in your application. However, you cannot deactivate the party
roles that are set as mandatory by default.

 Note

The party roles that you add using this fine-tuning activity are also applied to registered products and
installation points.

Navigate to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Involved Parties for Registered Product, Installed Base and Installation Points .

On the Involved Parties for Registered Product, Installed Base and Installation Points page, click Add Row, and
select the party role that you want to add..

7.2.1.4 GPS Coordinates for Locations of Installed Bases

Geo location data of an installed base is inherited from the associated customer.

When you create an installed base and add a customer, the installed base inherits the customer address along
with the latitude and longitude information. The address is then displayed as a hyperlink. Clicking the address
link displays the location in a map.

7.2.1.5 View Tickets Created for Installed Bases

In the Tickets tab, view a list of all tickets created for an installed base and its items.

You can also create a new ticket for an installed base item (in Active status only). All associated installed base
information is carried over to the new ticket.

Youcan also create a new ticket for an installed base and maintain competitor products for it. Select an item
and choose New Ticket to create a ticket. The information about item, customer, service technician, and
service technician team get copied over to the ticket.

 Note

By default, the location of an item is the location of the installed base. However, you can change this.

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7.2.1.6 Maintain Competitor Products List for Installed
Bases

Use the Competitor Products tab to add and maintain a list of competitor products for an installed base and
keep track of all the competitor products.

Maintaining this information helps in sales-related decisions and in gathering various insights for use in
analytics. Click the Add buttonto get a list of all competitor products maintained in the system. You can select
the appropriate product and maintain a list on this screen for the selected installed base.

7.2.1.7 Add Installed Bases to Contracts

A contract is a legally binding service agreement between parties stating their respective obligations and
responsibilities.

When you create a contract, you can add installed bases as covered objects in the contract. On the Installed
Base user interface, you can see all the contracts associated with an installed base.

A contract provides all the required information, such as subject matter of contract, installed bases (or covered
objects), signature date and validity period, in one place.

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7.2.1.8 View Installed Bases for Accounts Added in any
Role

The Installed Base tab on Accounts lists all the installed bases where an account is added in any role (including
Z parties).

You can also view the list of installed bases where individual customers are added in any role.

7.2.1.9 Export Installed Bases to Microsoft Excel File

Export all entries of installed bases to a Microsoft Excel file.

In the Installed Base worklist, choose Export to Microsoft Excel ® from the action menu to export entries of
installed bases based on the query you choose.

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7.2.1.10 Create Workflow Rules for Installed Base

Administrators can create workflow rules for installation base.

Context

To create workflow rules, you must have access to the Workflow work center.

Procedure

1. Navigate to Administrator Workflow Rules New .

2. On the New Rule page, in the Enter Basic Data tab, add a description and select the Installed Base business
object value.
3. In the Define Conditions tab, define the rule conditions.
4. In the Define Actions tab, select the rule type. The following rule types are supported:
○ E-mail
○ Notification
○ Field Update (Only extension fields, Sales Territory, and Service Territory are supported.)
5. Select a recipient. The available options are:

○ Employee Responsible
○ Contact Person of Customer
○ Owner
○ Service Technician
6. Review and confirm the rule.

Related Information

Workflows [page 952]

7.2.2 Work with the Installed Base Items

An installed base item is an installation point of a specific category. The Category field differentiates types of
items.

When you create an installed base and add items to it, the customer for that installed base gets copied over to
the items. However, if you change the customer for that installed base, the customer for the related items will
not get updated automatically. The items will still display the previous customer information. So if you want the

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customer associated with the items to be updated to the edited installed base customer as well, then navigate
to the Involved Parties tab and select the Update Customer of Items button. This will update customer
information for all items. The update occurs in the background. In case of any errors that result because of the
update, you will see these listed in the Items Log tab.

You can choose if you want to update the customer information for all the items. Sometimes, the customer
information for an installed base and that for the items is maintained separately. In that case, you can keep that
information as is.

7.2.2.1 Add Installed Base Items

You can add three categories of items to an installed base.

● Registered Product - a unique instance of a product that generally has a serial ID. You can maintain a
warranty for a registered product. One registered product can be part of only one installed base at a time.
● Product - an instance of a product.
● Text - a flexible category which can represent, for example, a location or a grouping.

You can add a hierarchy of sub items under each of the displayed top level/line items. From the Add Item menu
button, you can choose the catogory of items that you want to add.

Actions

Activate

After you create a new item, it acquires the In Preparation status by default. To enable ticket creation and other
service-related activities, you have to select the item and choose Activate.

Block

In instances of an issue associated with an item, you might want to set a temporary pause to stop any work
done on it—use Block to achieve this.

Obsolete

Use this option if an item is not in use anymore.

Difference Between Delete and Remove

You can delete an item only when it is in In Preparation status. Deleting an item deletes the instance of that item
that was created in the system. When you remove an item from the hierarchy, it gets delinked from that
installed base. However, it does not get removed from the system. So the standalone item continues to exist in
the system. A search in the Installation Point tab displays that item.

 Note

We suggest removing items with Product and Text categories as these are not useful as standalone items,
unless they are part of an installed base. However, a Registered Product can exist as a standalone item as it
has a lot of features associated with it.

New Ticket

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You can also create a new ticket for an installed base item (in Active status only). All associated installed base
information gets parsed to the new ticket.

 Note

By default, the location of an item is the location of the installed base, but you can change this.

Using the Move and Remove actions can update multiple records as the actions affect the selected item and its
sub items. Therefore, updating more than 50 items using the actions from the UI can affect performance.

 Tip

The administrator should trigger these actions via Migration Workbench or Mass Data Maintenance in
Business Configuration.

Item Details

This section displays details such as location, involved parties, and warranty parameters, of the selected line
item.

In the General Data section, you can modify the following:

● For an item with category Product, you can edit the quantity.
● For an item with category Registered Product, you can edit the name field.
● Edit options for an item with category Text is unavailable.

You can edit Location information for products, registered products, and text item categories.

In the Involved Parties section, you can add an additional involved party to any item category.

The Warranty section displays associated warranty information for installed base items for registered product
category only. You can edit this information here as well.

7.2.2.2 Locate Installed Base Items

Use Locate to search for an item in the hierarchical list.

All the items belonging to the selected installed base are displayed. You can search using the basic search or
the advanced search to locate an item.

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7.2.2.3 Move Installed Base Items

Move Active or In Preparation installed base items within the same or another installed base.

 Note

The option is disabled based on an item status. For example, you cannot move items that are in obsolete/
blocked status.

You can move an item directly under the root of the target installed base or under any other item in the target
installed base. If the selected item has further items under it, the item is moved with its entire hierarchy to the
new installed base.

You can also move an item by using Add Item Existing Registered Products in the Items tab. Selecting a
registered product that is already assigned to another installed base moves the registered product to the
current installed base.

7.2.2.4 Activate Installed Base Items in Bulk

Select an installed base item in the hierarchical list and click the Activate Items actions to mass activate the
selected item and the items under it.

The items get activated irrespective of their statuses. The activation is carried out asynchronously in the
background. To view the changes, close the Installed Base screen and open it again. Click the Item Logs tab to
view the status of mass activation.

You can also mass activate items using the Actions button. Select an installed base and then from the Actions
button, click Activate All Items.

 Note

Actions to actiavte items in bulk is available only in the online mode.

7.2.2.5 Configure Auto-Update Location of Items Along

with Customer of Items for Installed Base

As an administrator, you can configure whether to automatically update the location of an item when the
customer of the item is updated in Installed Base.

To enable the auto-update, navigate to Business Configuration Implementation Projects Your Project
Edit Project Scope Scoping Questions Service Entitlement Management Registered Products and
Installed Base and check the scoping question: Automatically update location of Items when updating
customer of items for Installed Base?

● If the scoping question: Functional Location/Registered Product uses customer address as the default
location. Do you want to use the ship-to-party address instead? is also checked, when you choose Update

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 Customer of Items, the location of item is automatically updated to the ship-to-party main address of the
item. In case ship-to-party is not maintained, location of the item is updated to empty.
● If the scoping question: Functional Location/Registered Product uses customer address as the default
location. Do you want to use the ship-to-party address instead? is not checked, the location of item is
automatically updated to the main address of the customer.

7.2.3 Remove Personal Data in Installed Base

Use Depersonalize in Installed Base to remove personal data from obsolete installed bases.

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Depersonalization is available only to users with access to the Data Protection and Privacy work center.

When you depersonalize data in Installed Base, the information related to creation of the data is removed. The
change-related fields display the details of the user who initiated the depersonalization and the date on which it
was initiated. The following details are also deleted from the system:

● Involved parties
● Address
● Notes
● Created By
● Attachments

The installed base items are not depersonalized automatically. If you want to depersonalize an installed base
with items, you have to first depersonalize the items from their respective OWLs and then depersonalize the
installed base.

 Note

From the UI, you cannot select more than 10 installed base records for depersonalization. However, if you
use the OData service to depersonalize, you can select any number of records at a time.

7.3 Offline Features for Installed Base

The Installed Base feature is available in offline mode with limited functionalities. Learn more about them in the
following section.

7.3.1 Offline Capabilities and Limitations for Installed Base

This topic presents an overview of supported features and limitations for installed base in offline mode.

Offline Capabilities for Installed Base

Here is the list of objects supported in offline mode.

 Note

Not all the validations or determinations available online are available offline.

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 Edit

(can edit directly

via actions/navi­
Tab Section Field Create Display gation)

Installed Base* Overview Y Y Y

*Objects have
restrictions or
some tabs
missing

Involved Party Y Y

Items Y Y Y

Competitor Products

List Overview Y

List (Advanced Search) Y

Quick Create Y Y

Overview Y Y

Involved Parties Y Y Y

Actions Y Y

Competitor Products Y

Items General Data Y

Location Y Y

Involved Parties Y Y

Warranty Y

Available Offline Actions

Tab/Global Section Action Offline Availability

Installed Base Activate Y

Block Y

Obsolete Y

Items Activate Y

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 Tab/Global Section Action Offline Availability

Block Y

Obsolete Y

Delete Y

Add Items (at the same level) Y

Offline Limitations for Installed Base

● When creating follow up ticket from Installed Base, determinations (such as location, service technician)
are not available.
● My Queries, based on team / territory is unavailable.
● Attachments are unavailable.
● Address determination is unavailable.
● Multilanguage support for Installed Base and Registered Product notes is not supported.
● Reported On Date in the Tickets tab of installed base is not available in offline mode.
● The Status Profile and User Status are not available in quick create and the Items tab of installed base in
offline mode.
● Export installed base list to Microsoft Excel is not supported in offline mode.

Items

● Hierarchical List for Installed Base items is unavailable. A flat list is displayed for the Items.
● Adding lower level items to an item is unavailable.
● Moving and removing items is unavailable.
● General Data dynamic fields based on category not supported.
● Add Existing Registered Product on installed base Items tab is not supported.
● Add/Delete of Involved Parties for installed base items is not supported offline.
● Creating follow up service tickets from installed base items is not supported.

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7.4 Installed Base FAQs

This section provides you with solutions to some commonly asked questions.

7.4.1 Is there a limit to create levels for installed base

hierarchy?

There is no limit to the number of levels that can be created in an installed base hierarchy. However, too many
levels may become difficult to maintain. Decide on an optimal number based on your scenario.

7.4.2 What is the significance of multiple tabs for Registered

Products, Installed Base, and Installation Points?

Registered Products, Installed Base, and Installation Point tabs are displayed at various locations in the
solution. However, each display is used in a unique way and for a variety of purposes. the following table
describes the significance of each display:

Tab Significance

Registered Products Registered products can be used standalone if you need to

track serialized products as individual items.

Installed Base Use this tab if you need a hierarchical representation and a
consolidated view of installed items. When you enable the
Installed Base feature, the Registered Products tab is auto­
matically enabled as registered product can be an item in an
installed base.

Installation Points Use this tab to enable replication of SAP ERP functional loca­
tions to SAP Cloud for Customer. You can also use this tab
as standalone without the SAP ERP integration. This view
displays installation points of functional location, product,
and text categories. When you enable the Installed Base fea­
ture, the Installation Points tab gets enabled.

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8 Resource Scheduler

The resource scheduler feature in SAP Service Cloud helps in efficient planning and scheduling during the
service process.

The planner can see the available field service resources at any given time to work on a specific task. This
information is represented in a Gantt chart which offers various features to aid the planning process.

Once a service item is released for scheduling, a demand gets created. For each time-frame chosen in the
Gantt chart, the demands that require scheduling, are displayed. The technicians can easily see a list of tasks
assigned to them and record their progress. This is also supported on mobile so technicians can start working
on these assignments while on the move.

On the Resource Scheduler screen, when a team is chosen, the employees assigned to this team display in the
Gantt area.

The Resource Scheduler screen consists of:

● Demand List
Demands are displayed on the left of your screen. By default, this list displays service items pertaining to
the team of the logged on user.
● Gantt Chart
Team member names are listed along with their availability on the Gantt chart. Different time frame views
are available such as: Day/Week/Work Week/Month.
● Details Section
Details for the selected demand and assignments are displayed at the bottom of your screen.

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  Note

Number of items displayed on your screen depends on your screen resolution.

Resource Scheduler offers integration with SAP Multiresource Scheduling (MRS) solution and SAP
Multiresource Scheduling, option for SAP S/4HANA solution as well.

8.1 Scope and Configure Resource Scheduling

Administrators can configure the Resource Scheduler features in SAP Service Cloud to help in efficient
planning and scheduling during the service process.

 Recommendation

We recommend that you review all the scoping questions in the areas that are relevant and that you have
included in your scope. When you select a question, more information appears on the tabs in the details
section of the screen.

Scoping questions and fine-tuning activities that are straightforward may not be included in this list.

8.1.1 Enable Resource Scheduler

Administrators must scope Resource Scheduler so employees can schedule a service for a customer, and also
pick and assign a technician for the task. Use fine tuning to configure available features in Resource Scheduler.

1. Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Service General Business Data Resource Scheduler , and check the box.

 Note

Resource Scheduler is not supported in Silverlight UI.

2. In the Questions tab and select the appropriate option for using different features of resource scheduler.
3. Go to Business Configuration Implementation Projects Open Activity List Fine-Tune and search
for Demand Processing to configure available fine tuning options.

8.1.2 Define Colors for Display of Assignments in Resource

Scheduler

Administrators can set and define colors for displaying assignments in Resource Scheduler.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Colors for Display of Assignments and maintain the necessary settings.

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Choose Add Row and maintain a color code, description, and color for your assignment display in the resource
scheduler. Choose Save to save and enable your settings.

8.1.3 Configure External Status Codes, Color Coding, and

Time Types for Automatic Time Entry in Resource
Scheduler

As an administrator, you can maintain colors for the respective status and time (past, present, or future).
Additionally, you can also define time types to start automatic time entry when setting the status.

Define external status codes for an assignment activity using fine tuning. The status reflects the progress of
the work in details.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain External Status Codes for Assignment Activity and maintain the necessary
settings.

Example

You can define a status as Start Travel. When you select this status, you can start the time recoding
automatically (also defined and associated in the fine tuning activity) with a time type Travel.

8.1.4 Configure Attributes and Colors for Assignment Bar

As an administrator, you can configure the attributes and colors for the assignment bar (fill and border colors)
in Resource Scheduler.

To configure, navigate to Business Configuration Implementation Projects Your Project Open Activity
List Fine-Tune Demand Processing Maintain Color Profile for Assignment Bar .

On the Maintain Color Profile for Assignment Bar page, in the Assignment Bar Color Profile section, select the
field for which you want to maintain the color profile. The available fields for the background and border bar
areas are as follows:

● Ticket Type
● Assignment External Status
● Ticket Priority
● Ticket Item Processing Code

In the Set Color section, you can maintain colors for past, present, and future assignments.

As there are no default color profiles available, if a color profile is not defined, no colors are visible on the
Resource Scheduler Gantt chart.

Points to Remember

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● If you do not configure the color profile on this page, the colors maintained in the Maintain Service Request
Type Color Mapping and Maintain External Status Codes for Assignment Activity fine-tune activities are
followed.
● The default value for the assignment bar border color is Ticket Type and the assignment bar background
color is Assignment External Status. However, the values and color codes maintained in the existing
configuration activities are not copied to the new one. They are still applied as mentioned in the previous
point, until the new configuration is maintained.
● If in this configuration activity, mapping is changed for only one assignment area (border or background),
configuration for the other area is still followed based on the relevant existing configuration activity. For
example, in the Assignment Bar Color Profile section, you change the value for assignment bar border color
to Ticket Priority and do not change the default value for the background color. Then, the border colors
maintained for Ticket Priority are applied based on the Maintain Color Profile for Assignment Bar activity,
and the background colors maintained for the Assignment External Status are based on Maintain External
Status Codes for Assignment Activity.
● You can use this configuration to reverse the mapping that is described in the previous point. In such cases,
the color profile needs to be set again in this configuration activity.

8.1.5 Define Service Request Type Color Mapping in Resource

Scheduler

Administrators can maintain mapping between service request type and color for display in the Resource
Scheduler Gantt chart.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing.

Choose Maintain Service Request Type Color Mapping. Then choose Add Row and select the Service Request
Type from the dropdown and select a color to associate with the service type. Save your selection.

 Note

Multiple ticket types can have the same color to group similar jobs.

8.1.6 Configure and Define Slots for Appointment Offering in

Resource Scheduler

Administrators can maintain slots for appointment offering via fine tuning.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Slots for Appointment Offering and maintain the Appointment Slot Code,
Description, and time for each slot.

Depending on how you maintain the appointment slots here, the service agent/technician can select
appointment slots when creating a service appointment for their customer.

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Example

You can maintain a full day time slot with an assigned duration of 8:00 to 18:00 hours.

8.1.7 Define Working Hours Type in Resource Scheduler

As an administrator, you can maintain color for regular working hours, on duty, and overtime hours.
Additionally, you can also configure the behavior for On Duty and Overtime hours for the initial drag and drop of
a demand on the Gantt chart. You can also maintain color codes for these working hours.

Color coding these new working hour types helps identify each type on the Gantt chart. You can drag and drop
demands to these additional work hour slots as well.

The default value is Available which allows the user to drag and drop a demand on the hours shown as Regular,
Overtime, and On Duty. Unavailable means that the user cannot drag and drop a demand to these hours.

 Note

After the initial drag and drop, you have the flexibility to move assignments over on to these hours.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Working Hours Type and maintain the necessary settings.

8.1.8 Configure Fields for Assignment Bar in Resource

Scheduler

In the Maintain Fields for Assignment Bar activity, the administrator can maintain a list of fields that you want
displayed in the Assignment Bar of the Resource Scheduler Gantt chart.

In addition to selecting the list of fields to display in the Assignment bar, you can also define the sequence of
these fields via fine tuning activity.

Define and maintain the order in which attributes are displayed in the additional column via fine tuning. The list
displays in the same order in the Assignment bar of the Gantt chart.

Go to Business Configuration Implementation Projects Open Activity List Fine Tune , and search for
Demand Processing. Choose Maintain Fields for Assignment Bar.

In the Sort Sequence column, maintain values that correspond to the order of display in the assignment bar in
Gantt chart.

 Note

This configuration does not affect the Group By Day mode. When you Group by Day, Start time, Customer,
and City values display in the Assignment bar.

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8.1.9 Maintain Workflow for Assignments in Resource
Scheduler

The administrator can create workflow rules for assignments, such as sending e-mail notification to the
customer or technician when an assignment is created or assignment status is updated.

 Note

The administrator has to create the workflow rules and e-mail templates.

8.1.10 Code List Restrictions for Assignments Status in

Resource Scheduler

As an administrator, you can manipulate the path of a status flow (from open to begin travel, begin work,
complete work, or canceled) via code list restrictions. Create a new code list restriction and maintain the status
values you want displayed for assignments.

Go to Administrator General Settings Code List Restrictions New , and maintain the desired status
values. You would be able to see the choice of options in the Status drop down list in assignment.

8.1.11 Configure Group Assignments in Resource Scheduler

Administrator can enable the Grouping of Assignments feature in the system to use it. Enabling this feature
would let you use the Group by Day and Group by Demand features in the solution.

This feature enables you to group multiple assignments for better visualization, and also work on the group as
a whole, except when you move an assignment manually. You can group assignments for each technician that

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has been scheduled for the same day, and have the same customer, ticket type, and location. The same
parameters would apply for Group by Demand.

To use the Group Assignments feature, select the related question by navigating to: Scoping General
Business Data Resource Scheduler . In the Questions tab, select: Do you want to enable Grouping for C4C
Resource Scheduler?

8.1.12 Make Status Fields Read-Only in Resource Scheduler

Using Key User Tools

This topic explains the process of how the customer can prevent technicians from working on unreleased
assignments.

Currently, the resource planner creates an assignment based on a work ticket with defined parameters for the
service duration and time frame. The planner then assigns the demand to a service technician and saves the
assignment. By default, the service technician can start working on these assignments. However, if the planner
wants to restrict the service technicians from working on unreleased assignments, then you must follow these
steps:

1. Navigate to Resource Scheduler Assignment and open an assignment in Open/In Process status.
2. Go to Adapt Edit Master Layout and hover over the Status field to view options.
3. Next, click Change Properties Rule hyperlink.

4. Click the Create New Rule icon and create a new rule (see below), and then choose Apply.

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5. Next, apply the rule to the Read only property of the field.

6. Go to Adapt End Layout Changes .

The Status field displays as read-only for all unreleased assignments, and is enabled and editable for all
released assignments.

8.1.13 Mass Release Assignments in Resource Scheduler

Using MDRO Runs

As an administrator, if you have chosen to restrict the service technicians from working on unreleased
assignments, you can release an assignment automatically for it to become available to the service technician.

To release an assignment automatically, define an MDRO run. Based on the time defined in the run, all
assignments within the defined time slot gets released automatically.

Go to Administrator Service and Social Configure Assignment Release Run , and create NEW MASS
DATA RUN OBJECT TEMPLATE RUN. Then create a new MDRO run and set the parameters.

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  Note

Service Team value is mandatory.

8.1.14 Configure Complete Fulfillment in Resource Scheduler

The system creates assignments everyday until a demand is completely fulfilled (based on certain rules), which
is helpful for planning demands of long duration. The dispatcher does not have to create assignments
manually.

Administrators can enable the complete fulfillment feature via scoping. Go to Business Configuration
General Business Data Resource Scheduler Questions , and select the question: Do you want the system
to create assignments automatically till a demand is fulfilled?

8.1.15 Maintain Threshold for Complete Fulfillment

Administrators can maintain a threshold value based on the non-working hours and all-day events taken into
account when creating assignments as per complete fulfillment logic.

In scoping, if you have chosen to create assignments automatically, until a demand is fulfilled, you can maintain
a threshold value based on the Non working hours or All-day events that are taken into account when the
system creates assignments on multiple days, until a demand is completely fulfilled.

The default threshold value is 72 hours, which means the system would not create assignments during Non
working hours or All day events for up to 72 hours, and would continue to create assignments during the hours
following that. If Non working hours or All day events are found for more than 72 hours at a stretch,
assignments are created up to the start of this period and remaining hours (if any) are sent back to the demand
list.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Threshold for Complete Fulfillment, then define the threshold hours and save.

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8.1.16 Configure Time Snapping in Resource Scheduler

This feature places an assignment to the nearest thirty-minute time slot when moving or resizing an
assignment, hence making the move easy for the user.

Administrators can enable the Time Snapping feature via scoping. Go to Business Configuration
Implementation Projects Edit Project Scope General Business Data Resource Scheduler , and enable the
question: Do you want the system to place an assignment (snap) to the nearest 30 minutes’ slot when moving
assignment on the Gantt chart?

8.1.17 Configure Cancelled Assignment in Resource

Scheduler

If you do not want the hours from a canceled assignment to be sent back to the demand list, then you must
enable this feature via scoping.

Go to Business Configuration Implementation Projects Edit Project Scope General Business Data
Resource Scheduler , and enable the question: When a technician cancels an assignment, should the
planned duration not be sent back to the demand list?

8.2 Scope and Configure Resource Scheduling with SAP

Multiresource Scheduling

You can integrate SAP Multiresource Scheduling with Resource Scheduler for scheduling demands. The
following topics walk you through the integration steps.

8.2.1 Enable SAP Multiresource Scheduling (MRS)

Integration with Resource Scheduler

The administrator can enable MRS integration via business configuration in the SAP Cloud for Customer
system.

Context

Perform business configuration to enable MRS integration in the SAP Cloud for Customer system. Launch the
solution in Silverlight and go to Business Configuration Implementation Projects Edit Project Scope
General Business Data Resource Scheduler .

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  Caution

If you have enabled SAP Multiresource Scheduling integration for SAP Cloud for Customer, do not use the
native Resource Scheduler feature in SAP Cloud for Customer.

Procedure

1. First, scope in Resource Scheduler.

2. Next, go to Questions tab and select Resource Scheduler to display related questions as follows:
a. Do you want to use C4C Resource Scheduler?
b. Do you want to integrate with MRS?
3. Selecting to integrate with MRS enables the MRS integration in the SAP Cloud for Customer tenant and
would make associated MRS scenarios available.
4. Next, perform fine tuning activities for customer support tickets.

SAP Multiresource Scheduling Links

This section contains links to relevant MRS content.

Related Information

For SAP Cloud for Customer and MRS integration content, see the Application Help document set on the SAP
Help portal: http://help.sap.com/mrs.

Then navigate to the

● Configuration Guide Basic Configuration for SAP Multiresource Scheduling Configuration of SAP
Cloud for Customer Integration
● Configuration Guide Specific Configuration for SAP Multiresource Scheduling Setting up
Appointment Booking Appointment Booking
● Master Guide and Upgrade Information Setting Up Your System Landscape Setting Up a System
Landscape with SAP Cloud for Customer

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8.2.2 Maintain Fine Tuning in Resource Scheduler for
Customer Support Tickets

As the administrator, perform fine tuning activities for Define Document Types, Ticket Status Schema, Involved
Parties, and Item Processing Codes.

Context

Perform fine tuning activities to set up customer support tickets.

Procedure

1. Go to Open Activity List Fine Tune , and search for Tickets for Customer Support. Click the activity to
open and view the various steps mentioned to set up your tickets for service request functionality.
2. Open Document Types to display the types of header you can set for the service tickets. Here you can set
the different document types and associate it with the status schema. You can maintain custom status
schema and link it to the document type here.
3. To define document types, go to Ticket Status Schema. Define statuses and map it to a life cycle status.
Here you can define the header ticket status.

You cannot configure ticket item status.

4. Next, click Involved Parties. If you want to maintain several assignments for a service ticket item, then
enable the service technician role in this fine tuning activity and do not mark it as unique.
5. Click Item Processing Codes to define various item processing types.

Example

For item processing type, the scheduling relevant flag is not enabled. Items that unassociated with the Service
tab will not let you enable it in the items section of a service ticket.

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8.2.3 Create Communication System in Resource Scheduler
for MRS Integration

The administrator has to create a communication system in SAP Cloud for Customer to enable interaction with
MRS.

Context

Create a communication system on SAP Cloud for Customer.

Procedure

1. Go to Administrator Communication Systems under the Integration section, and create an entity. In
the communication systems screen, enable the SAP Business Suite flag for the MRS system ID and provide
PI or HCI as the host name, as you would be accessing either of these systems.
2. Next, define the Business System ID,Logical System ID, and the Preferred Application Protocol, required for
communication between SAP Cloud for Customer and the HCI or PI systems. Save your entries.
3. Next, create the communication arrangement.

8.2.4 Create Communication Arrangement from Resource

Scheduler to MRS Integration

The administrator can create communication arrangements for demand replication to, and employee
replication from an external system. The external system here is MRS.

For Demand Replication to External System

1. Now, you have to create communication arrangement for this communication system. Navigate to
Administrator Communication Arrangements . Since MRS integration is scoped, the Demand
Replication to External System communication scenario becomes available here.
2. When you click this communication scenario, you would view a set of inbound and outbound services as
follows:
Outbound Communications:Replicate Demand to External System Replicate Demand Assignment Status to External System Inbound Communication:Replicate

Assignments for Demands from External System

 Note

Associate the service URLs on these communications to the HCI or PI system you are using.

3. Click View All. In the Technical Data tab, you can maintain various aspects of the communication such as
authentication method, and several other settings.

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4. Save and activate the communication. Once activated, the corresponding end points become active as
well. Based on triggers from corresponding business objects, messages get created in SAP Cloud for
Customer.
5. In the Business Data tab, My Communication Data is the system ID of the SAP Cloud for Customer tenant
that we sent to MRS.

 Note

You would set this communication arrangement for the entities in MRS you are interacting with.

For Employee Replication from External System

Next, set up another communication arrangement for Employee Replication from External System. In this
communication arrangement, the employees from MRS are replicated to SAP Cloud for Customer.

 Note

Before setting up the communication arrangement, enable it in business configuration.

Follow these steps to enable the employee replication inbound into SAP Cloud for Customer.

1. Go to Business Configuration Implementation Projects Edit Project Scope Communication and

Information Exchange Integration with External Applications and Solutions , and scope in Integration of
Master Data.
2. In the Questions tab, enable the employee-related question: Do you want to replicate employee data from
an external application or solution to your cloud solution?
3. In the communication arrangement screen, you can see the Communication Arrangement Overview:
Employee Replication from External System arrangement along with the url, which is the inbound
communication arrangement system into SAP Cloud for Customer.

8.2.5 Organization Setup in Resource Scheduler for MRS

Integration

The administrator has to perform organization setup manually.

Perform the organization setup as follows.

Go to Administrator Org Structures , and set up and define your MRS organization structures and
activate them. Enable the Service Organization and Customer Service flags under the Functions tab, to display
the tickets for the service technician team.

8.2.6 ID Mapping from Resource Scheduler into MRS

The administrator can set up the organization structure, perform ID mapping to the corresponding IDs in MRS
for organization units, employees, and employee setup.

This is the next step after setting up the Org. structure. Perform ID mapping to the corresponding IDs in MRS.

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For Organization Units

1. Navigate to Administrator Edit ID Mapping for Integration .

2. In the Mapping Of field, select CRM Organization and Units, which refers to the organization unit that you've
set up.
3. Next, provide the System Instance ID (this is the same as the Business System ID), which you defined in the
communication arrangements screen, and choose Go to display all the organization units along with their
Cloud for Customer ID, External ID, and the Business System ID. The business system ID means that
whenever a specific organization message is sent to this business system, the ID displayed in the External
ID column is populated by the system.

For Employees

For replicating employees from the business system, choose ERP Employees from the Mapping Of dropdown
list, and choose Go to display the list of employees you have replicated from MRS. Mapping of external ID to
SAP Cloud for Customer occurs automatically. This information is displayed in the Origin column in the ID
Mapping for Integration screen.

Employee Setup

Employee replication from MRS to SAP Cloud for Customer is handled via iDocs. To set up employee, perform
the steps mentioned in the http://scn.sap.com/docs/DOC-57644 Initial Load and https://websmp205.sap-
ag.de/%7Esapidb/012002523100007331492015E/C4C_QSG_1505.pdf Quick Setup documents.

8.2.7 Transfer Employees from MRS to Resource Scheduling

in SAP Cloud for Customer

As an administrator, you can transfer employees from MRS to SAP Cloud for Customer.

Context

As a final prerequisite step, perform transfer of employees from MRS to SAP Cloud for Customer.

Procedure

1. Navigate to Data Integration Complete Employee Master Data Replication .

2. You can view all employees that were replicated from the MRS system in this intermediate staging area,
where you can view all the employee names and correct any errors.
3. Trigger replication and refresh. After replication is complete, the employee name disappears from the list.

4. Navigate to Employees People tab, to view the replicated employee. When you click to display
employee details, you can view the External ID, and the External System the employee got replicated from.

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8.3 Scope and Configure Resource Scheduling with SAP
Multiresource Scheduling for SAP S/4HANA

You can integrate SAP Multiresource Scheduling for SAP S/4HANA with Resource Scheduler for scheduling
demands. The following topics walk you through the integration steps.

8.3.1 Enable SAP Multiresource Scheduling, Option for SAP

S/4HANA for Appointment Offering Feature in
Resource Scheduling

Integrate SAP Cloud for Customer with SAP Multiresource Scheduling, option for SAP S/4HANA to select the
appointment offering functionality.

Scoping

The Appointment Offering feature is available within SAP Cloud for Customer, and also from SAP Multiresource
Scheduling, option for SAP S/4HANA. For using the feature from SAP Multiresource Scheduling, you must first
select the appropriate scoping question in business configuration.

Launch the solution in Silverlight and navigate to Business Configuration Implementation Projects Edit
Project Scope General Business Data Resource Scheduler Questions , and in the MRS Integration
group, select the question: Do you want to integrate with MRS on SAP S/4HANA?

Feature Behavior with SAP Multiresource Scheduling, option for SAP S/

4HANA Integration

The appointment offering feature in SAP Multiresource Scheduling behaves a bit differently. In MRS, from the
appointment offering search dialog screen, the available time slots display. When a slot is selected in the SAP
Cloud for Customer solution, it gets blocked in MRS for the corresponding service technician team. However,
an actual assignment is not scheduled until the MRS optimizer is executed.

8.3.2 Use Resource Scheduler with SAP Multiresource

Scheduling, Option for SAP S/4HANA Links

This section contains links to relevant SAP Multiresource Scheduling, options for SAP S/4HANA content.

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Related Information

For SAP Cloud for Customer and SAP Multiresource Scheduling, option for SAP S/4HANA integration content,
see the Product Assistance document set on the SAP Help portal: https://help.sap.com/mrs_s4hana .

Then go to the

● Configuration Guide Basic Configuration Settings Setting up the Integration with SAP Cloud for
Customer
● Configuration Guide Specific Configuration Settings Setting up Appointment Booking Setting up
Appointment Booking for Work Tickets

8.4 Create Work Ticket and Add Service Items for Resource
Scheduling

Create a work ticket in the Work Tickets tab.

1. Create a service ticket under the Tickets tab.

2. Once you've determined that the ticket needs service, add service items in the Items tab based on service
requirement. The scheduling method can be configured for the item processing codes for service items
relevant for scheduling.
The following are our supported scheduling methods:
○ Manual scheduling requires a resource planner to assign a service technician for the requested
service. Start and end times define time constraints for the planning phase and this data is inherited
from the header. The expected duration for any service is calculated from the planned quantity of the
item. Define a service team that would perform this service.
○ Auto Dispatch scheduling automatically searches for an available service technician.
○ Appointment Offering scheduling allows the service agent/technician to select appointment slots for
their customer, when creating a service appointment. You have to first enable this option via fine
tuning.
3. Once you maintain the ticket details, you can trigger the demand creation by setting the work progress of
the ticket item to Release for Scheduling. This creates a demand and sends it to resource planning.

 Note

In the ticket, maintain the service team and requested time range.

This action sends the demand to the resource scheduler tab and sets the item to In Scheduling. Once the
demand gets scheduled, the status changes to Ready and gets linked to the assignment.
4. The planned duration for this demand is calculated based on planned quantity. If this UoM is not a time
based unit, then use the conversion rules for the product.

In the ticket, maintain the service technician team and requested time range.

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8.5 Use the Resource Scheduler

Resource Scheduler is a built-in scheduling tool for creating assignments based on demands from work tickets
with real-time integration with technician calendars.

The Resource Scheduler allows the resource managers and service managers to view the availability of
technicians in the team and assign work to them based on their skills. When you scope resource scheduler in
business configuration, you can create and send service ticket items as demands to the resource scheduler.

1. In the Resource Scheduling tab, on the left half of the screen, you can define responsibility for your team.
You can set one query as default, so that when you access the resource scheduler tab, the data is fetched
and displayed at once. The left side of the screen displays all the demands for your team, while the right
section displays the names of all team members and their availability.
2. Using drag and drop, you can assign a task or demand to a technician in the Gantt chart that can display
multiple technicians. A detail section at the bottom of the screen displays details of demands and
assignments. Once you save your plan, the assignments are created.
3. The resource scheduler displays all status updates made to the assignments. After an assignment is
completed, an employee can confirm the same in the ticket section. The assignments can also be seen in
the corresponding employee calendar.
4. You can rearrange or shorten assignments. Lengthen or shorten the time by grabbing the sides of the
assignment display in the employee calendar. The unaccounted balance time displays in the Demands list
allowing you to reassign them. Once you save your changes, the updated assignment displays in the
Assignments tab.

 Note

The Assignments tab has a map and list view and displays all your assignments.

Plan and Assign Demands in Resource Scheduler [page 244]

Every ticket item relevant for dispatch or service, represents a demand.

Use the Gantt Chart in Resource Scheduler [page 247]

The Gantt chart provides an overview of assigned demands in preset color codes for status and time.

Complete Fulfillment in Resource Scheduler [page 253]

Complete Fulfillment allows the system to create assignments everyday until a demand is completely
fulfilled, based on certain defined rules. This helps plan demands with long duration. The dispatcher
does not have to create the assignments manually.

8.5.1 Plan and Assign Demands in Resource Scheduler

Every ticket item relevant for dispatch or service, represents a demand.

Choosing a team begins the search for unscheduled demands. You can define queries to structure the
resources and find the correct data. Using drag-and-drop, you can assign the demand to a resource for a
specific time frame. After the demand is complete, it disappears from the demands list.

When you choose a team, the employees assigned to this team, who have working times assigned, are
displayed in the Gantt chart. The Gantt chart shows an overview of assigned demands with color codes, via
status and time. You can assign every system status to multiple free definable user status, which can be

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displayed in a color defined by you in the fine-tuning activity during business configuration. After you save the
assignments, they become visible in the employee calendar. An employee can directly jump to an assignment
from the calendar.

When you click a demand in the demand list, the demand details display immediately in the details area below
the Gantt chart. All existing assignments display as well.

 Note

You can define searches to filter demands, or show demands from a different time period. The unplanned
demands valid for the used time frame of the Gantt area are displayed.

8.5.1.1 Plan Multiple Demands in Resource Scheduler

In the Resource Scheduler, you can assign multiple demands at once.

To do so:

1. Choose multiple demands in the demands list and double click on a cell in the Gantt chart.
2. Assignments are created for the selected demands in an order and display in the Gantt chart.
3. If a demand does not fit within the available work hours for that day, the entire demand is returned back to
the demand list.

 Note

Behavior is different in case complete fulfillment is scoped in. For more details, see topic Complete
Fulfillment in Resource SchedulerComplete Fulfillment in Resource Scheduler [page 253].

8.5.1.2 Assign Demands in Resource Scheduler

This section explains how demands appear in the demand list based on queries and time frame.

Demands

On the Gantt chart, using drag and drop, assign a demand to a resource for a specific time period. On the
resource scheduler screen, clicking on a demand, in the demand list, displays its details in the details area
below the Gantt chart.

On the resource scheduler screen, when assigning demands via drag and drop, longer demands, which do not
fit into the available working hours for that day end at the end of the working hour. The remaining time displays
in the demand list. The scheduler can then assign the remaining time of the assignment to the same or
different resource. To assign the long running demands at once, you can use the complete fulfillment feature.

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8.5.1.3 Demands List in Resource Scheduler

This section explains how to work with the demands list in resource scheduler. Every ticket item relevant for
service and dispatching indicates a required task that needs performing. Once you release the item for
scheduling, it appears in the demands list.

Search Query

Use search queries to find demands and resources. You can define searches to show planned demands or
demands in a different time period. Based on your query, all relevant demands for your team would be
displayed in the Gantt Chart. You can search with a customer name as well.

Choose from the following search query options.

● All Demands:
Displays all demands irrespective of their status.
● My Team’s Demands:
Displays all demands that require scheduling.
● To-be-Scheduled Demands:
Displays all to-be-scheduled and partially scheduled demands. The default list is the same as My Team’s
Demands. Additionally, using advanced search, you can also display the to-be-scheduled demands for
other teams as well.

 Note

For all the search queries, if user changes the time window in the Gantt chart, the demand list gets
refreshed based on the new time window.

Advanced Search

In addition to the standard queries, there are many other fields such as Ticket Type/Ticket Priority/City and
others, which can be used to filter the data further. A few fields such as Service Team/Status are shown based
on the selected search query.

If the user searches by Requested Start and Requested End dates, the list of demands that fall within the given
dates are displayed, independent of the current time window. In this case, changing the time window in the
Gantt chart does not refresh the demands list.

 Note

Serial ID in the advanced search refers to the main registered product in a ticket.

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Demand List Personalization

Additional fields from advanced search are also available in the demand list (via personalization) and demand
details sections.

In the Resource Scheduler tab, you can enable a set of fields relevant for demand list using personalization.
Navigate to More button and select Settings Personalize Add Fields . Choose the fields you want to
enable or disable, and select OK to complete personalization.

8.5.2 Use the Gantt Chart in Resource Scheduler

The Gantt chart provides an overview of assigned demands in preset color codes for status and time.

8.5.2.1 Employee Working Hours Type

Working time is maintained at employee or service provider master data level. These times show up in the
Resource Scheduler to ensure that technicians are assigned tasks within their working time only.

Members of this team without a working time assigned are not shown as plannable resource for the dispatcher.
Hence they cannot be assigned any service tasks.

To show the availability of the resources, working hours are maintained for the employees. Non-working hours
are indicated as blocked (grayed out) in the Gantt chart. In addition, the duration for any regular appointment
is also shown as blocked in the Gantt chart.

Besides regular working hours, you can additionally maintain On Duty and Overtime hours for an employee.
Color coding these working hour types helps identify each type on the Gantt chart. You can drag and drop
demands to these additional work hour slots as well.

1. Navigate to People Employee Working Hours tab.

2. Next, select Add Row and maintain working period (on-duty/overtime) the valid from and to dates, time
zone, and work day calendar.
3. Maintain working days and working hours in the lower section of the screen. Once maintained, you would
see the updates in the Resource Scheduler Gantt chart.
4. When scheduling manually, a planner can drag and drop a demand during Overtime and On-Duty hours.
For Appointment Offering and Auto-Dispatch methods, assignments are not created during on-duty hours.
Overtime is treated the same way as regular working hours.

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8.5.2.2 Maintain Employee Work Hours Type in Resource
Scheduler

Working time is a recurring pattern repeated every week that contains the time zone and working day calendar.

Members of a team without an assigned working time are not shown as resources who can be scheduled in the
resource scheduler. Besides regular working hours, you can also maintain On Duty and Overtime hours for an
employee. Color coding these additional working hour types helps identify each type on the Gantt chart.

Follow these steps to maintain work hours type for an employee:

1. Navigate to People Employee Working Hours tab.

2. Next, select Add Row and maintain working period (on duty or overtime) the valid from and to dates, time
zone, and work day calendar.
3. Maintain working days and working hours in the lower section of the screen. Once maintained here, the
updates would display in the Resource Scheduler Gantt chart.

8.5.2.3 Define Working Hours Type in Resource Scheduler

As an administrator, you can maintain color for regular working hours, on duty, and overtime hours.
Additionally, you can also configure the behavior for On Duty and Overtime hours for the initial drag and drop of
a demand on the Gantt chart. You can also maintain color codes for these working hours.

Color coding these new working hour types helps identify each type on the Gantt chart. You can drag and drop
demands to these additional work hour slots as well.

The default value is Available which allows the user to drag and drop a demand on the hours shown as Regular,
Overtime, and On Duty. Unavailable means that the user cannot drag and drop a demand to these hours.

 Note

After the initial drag and drop, you have the flexibility to move assignments over on to these hours.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Working Hours Type and maintain the necessary settings.

8.5.2.4 Time Frame and Settings in Resource Scheduler

Different time frame views are available on the Gantt chart to show relevant data in day/week/work week/
month view. Planning is done in the day view.

 Note

Month view is display-only.

Clicking on a day in the Gantt chart displays the day view of the chosen day. However, the month view is read-
only view. You can define the default start-up view in user specific settings.

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Use the Settings button available on top of the Gantt chart to set the following default time frame view (day/
week/month). Using this button, you can also choose different time zones in which the Gantt chart details
display.

Assignment Tool Tip

You can enable the assignment tool tip in the Resource Scheduler tab. Navigate to More button and select the
Settings Show Tool-tip for Assignment . After enabling the assignment tool tip, hover over any
assignment in the Gantt chart to view its details.

8.5.2.5 Assignments in the Gantt Chart

Assignments in the Gantt chart can be shown in different colors based on the status. It is also possible to set a
border color for the assignment based on ticket type. This visualization helps the dispatcher in judging the
status and type of assignment at a glance.

8.5.2.6 Define Colors for Display of Assignments in

Resource Scheduler

Administrators can set and define colors for displaying assignments in Resource Scheduler.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Colors for Display of Assignments and maintain the necessary settings.

Choose Add Row and maintain a color code, description, and color for your assignment display in the resource
scheduler. Choose Save to save and enable your settings.

8.5.2.7 Edit Assignment in the Resource Scheduler Gantt

Chart

In the Edit Assignment dialog box, the End Date Time field is visible and can be edited.

Edit Assignments:

From the Gantt chart, when you select an assignment and navigate to More Edit Assignment , in the
displayed dialog box the end time field is editable. On change of start date and time, the system recalculates
the assignment end date and time. On change of end time, the system recalculates the assignment duration
(resize).

The end date is read-only and is set based on the start date.

 Note

If the start date is set to a date, which falls outside the temporary team assignment for an employee, a
message displays.

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Employee validity check:

When editing an assignment on the Gantt chart, the system performs employee organizational unit, and
temporary assignment validity checks in the background and displays warning messages. If the start date is set
to a date, which falls beyond the temporary team assignment for an employee, a message displays.

8.5.2.8 Temporary Team Assignments

When an employee is temporarily assigned to another team, the employee shows up in the employee list Gantt
chart, for the duration of the temporary team assignment.

The employee does not appear in the temporary assigned list beyond the assignment validity period.

For the duration of the temporary assignment, the employee working hours in the primary team displays as
unavailable, and is grayed out.

For auto dispatch and appointment offering options, the employee is considered unavailable in the primary
team, for the duration of the temporary assignment.

8.5.2.9 Grouping Assignments in Resource Scheduler

Once grouping of assignments is enabled in the system, you can group multiple assignments for better
visualization, and also work on the group as a whole. Group assignments for each technician that have been
scheduled for the same day, and have the same customer, ticket type, and location.

When you select Group Mode, all relevant demands get clubbed together and appear as one on the Gantt chart.
Clicking on Normal Mode takes you back to displaying the demands separately.

On the Gantt chart, the group displays as a static background color. On selecting a group, the list of all
assignments in that group gets displayed in the details area at the bottom of the screen. After grouping, the
planner can move the group to another technician or change the starting time. The planner has better
visualization, as at a glance, the group indicates that there is work to be done by a technician at the same
customer site. With this functionality, further planning becomes more efficient.

Moving a group is based on certain conditions such as: status of assignments in the group, employee working
hours etc.

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  Note

You can move assignments around to different resources or time periods as long as their status is Open.

8.5.2.10 Configure Group Assignments in Resource

Scheduler

Administrator can enable the Grouping of Assignments feature in the system to use it. Enabling this feature
would let you use the Group by Day and Group by Demand features in the solution.

This feature enables you to group multiple assignments for better visualization, and also work on the group as
a whole, except when you move an assignment manually. You can group assignments for each technician that
has been scheduled for the same day, and have the same customer, ticket type, and location. The same
parameters would apply for Group by Demand.

To use the Group Assignments feature, select the related question by navigating to: Scoping General
Business Data Resource Scheduler . In the Questions tab, select: Do you want to enable Grouping for C4C
Resource Scheduler?

8.5.2.11 Configure Assignment Bar Fields in the Resource

Scheduler

The administrator can choose the list of fields to be displayed in the Assignment Bar on the Gantt chart.

These fields are available by default: Start Time, Item Description, and Ticket ID. However, in fine tuning, you
can choose to display Customer Name and City fields as well.

This feature helps in efficient utilization of limited available space.

 Note

The default fields can be deselected.

Navigate to Business Configuration Implementation Projects Activity List Fine Tune , and search for
Demand Processing. In the Maintain Fields for Assignments Bar activity, select the fields you’d like to display in
the assignment bar.

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  Note

In the Resource Scheduler Gantt Chart, the text in assignment bar is displayed in white color. Keep this in
mind when you define the background color for the assignment bar.

8.5.2.12 Configure Time Snapping in Resource Scheduler

This feature places an assignment to the nearest thirty-minute time slot when moving or resizing an
assignment, hence making the move easy for the user.

Administrators can enable the Time Snapping feature via scoping. Go to Business Configuration
Implementation Projects Edit Project Scope General Business Data Resource Scheduler , and enable the
question: Do you want the system to place an assignment (snap) to the nearest 30 minutes’ slot when moving
assignment on the Gantt chart?

8.5.2.13 Weekday Labels in the Resource Scheduler Gantt

Chart

Weekday labels are displayed in the Gantt Chart in all views.

Weekday labels (such as Mon, Tue), are displayed in the Gantt chart in all the views: Day, Week, Work Week, and
Month. The date format for the date (displayed next to the weekday) takes the display format from the user
settings.

 Note

In Resource Scheduler, public holidays are not supported. (There is no visualization for this or any other
criteria/rules).

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8.5.3 Complete Fulfillment in Resource Scheduler

Complete Fulfillment allows the system to create assignments everyday until a demand is completely fulfilled,
based on certain defined rules. This helps plan demands with long duration. The dispatcher does not have to
create the assignments manually.

Complete Fulfillment

To use this feature, your administrator would have to enable this via business configuration scoping and if
required, maintain the threshold value in the fine tuning activity.

Sometimes assignments cannot be created due to certain reasons. In such scenarios, the system plans as per
validity/availability. The remaining hours are sent back to the demand list, and a message displays stating the
same.

These are some examples why assignments may not get created:

● If non-working hours or all-day events exist at a stretch for more than the defined threshold value.
● If temporary team assignment ends.
● If the employee validity expires.

 Note

Complete fulfillment follows all criteria of manual scheduling. For example, if there are existing
assignments/appointments, the new assignments created via fulfillment will overlap with them.

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8.5.3.1 Maintain Threshold for Complete Fulfillment

Administrators can maintain a threshold value based on the non-working hours and all-day events taken into
account when creating assignments as per complete fulfillment logic.

In scoping, if you have chosen to create assignments automatically, until a demand is fulfilled, you can maintain
a threshold value based on the Non working hours or All-day events that are taken into account when the
system creates assignments on multiple days, until a demand is completely fulfilled.

The default threshold value is 72 hours, which means the system would not create assignments during Non
working hours or All day events for up to 72 hours, and would continue to create assignments during the hours
following that. If Non working hours or All day events are found for more than 72 hours at a stretch,
assignments are created up to the start of this period and remaining hours (if any) are sent back to the demand
list.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Threshold for Complete Fulfillment, then define the threshold hours and save.

8.6 Assignments in Resource Scheduler

All assignments are displayed in the Assignment tab, where the technician can view and work on jobs assigned
for the day.

Assignments can be viewed ordered by time and can be displayed on a map as well. The technician can directly
jump to the ticket, the assignment, or the master data and enter their specific data required to process jobs.

The service technicians can easily see their assignments in the employee calendar and can work on tasks
assigned to them for the day. They can update the assignment status as they progress with their task.

Assignment Status [page 255]

Service technicians can update the assignment status as they progress with their task.

Home Page Tile for My Assignments in Resource Scheduler [page 256]

You can add the My Assignments tile to your home page for quick access. This will help you navigate to
your assignment list directly.

Assignment Location in Resource Scheduler [page 256]

Assignment location is a hyperlink in the Assignment tab.

Cancel Assignment in Resource Scheduler [page 257]

When a technician cancels an assignment in the Assignment tab, the initial planned duration of the
assignment is sent back to the demand list as unplanned hours.

Create Automatic Time Entries in Resource Scheduler [page 257]

Time types can be assigned to the assignment user (based on assignment status) via fine tuning.

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8.6.1 Assignment Status

Service technicians can update the assignment status as they progress with their task.

Context

A service item with work progress status as In Scheduling creates a demand with To be Scheduled status. A
demand is set to Scheduled or Partially Scheduled when an assignment is created.

Procedure

1. When an assignment is created, the service item is set to Ready status.

2. An assignment is always created with Open status.
3. When an assignment is deleted in the Gantt chart, the status is set to canceled. The initial planned duration
of the assignment is sent back to the demand list as unplanned hours.
4. An assignment and can also be set to Cancelled when a scheduled item is removed from the ticket.

Results

The assignment is now available in the workflow, which means that emails can be triggered by the release
status.

8.6.1.1 Maintain Workflow for Assignments in Resource

Scheduler

The administrator can create workflow rules for assignments, such as sending e-mail notification to the
customer or technician when an assignment is created or assignment status is updated.

 Note

The administrator has to create the workflow rules and e-mail templates.

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8.6.2 Home Page Tile for My Assignments in Resource
Scheduler

You can add the My Assignments tile to your home page for quick access. This will help you navigate to your
assignment list directly.

A key user can add the tile for a service technician. This tile loads the service technician's Assignment work
center and loads the My Assignments list by default.

8.6.3 Assignment Location in Resource Scheduler

Assignment location is a hyperlink in the Assignment tab.

Clicking on the address of an assignment on the Assignment List or Overview tab navigates to the address on
the map. This feature is helpful when using mobile devices (for driving directions) to get to the assignment
location.

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8.6.4 Cancel Assignment in Resource Scheduler

When a technician cancels an assignment in the Assignment tab, the initial planned duration of the assignment
is sent back to the demand list as unplanned hours.

If you do not want the hours from a canceled assignment to be sent back to the demand list, then you must
enable this feature via scoping.

Once this option is enabled, after a canceled assignment, the hours are not sent back to the demand list. So
these hours are not available for rescheduling.

 Note

Define code list restrictions to make Canceled as the final status for an assignment. If code list restriction is
not set, then the technician is able to change the status back from canceled to open. As a result, duplicate
hours are added to the planner list.

8.6.4.1 Configure Cancelled Assignment in Resource

Scheduler

If you do not want the hours from a canceled assignment to be sent back to the demand list, then you must
enable this feature via scoping.

Go to Business Configuration Implementation Projects Edit Project Scope General Business Data
Resource Scheduler , and enable the question: When a technician cancels an assignment, should the
planned duration not be sent back to the demand list?

8.6.5 Create Automatic Time Entries in Resource Scheduler

Time types can be assigned to the assignment user (based on assignment status) via fine tuning.

If time types are assigned to user status, then it is used to start a new time entry when user status is set for an
assignment. The new time entry displays in the Time Entriestab, and its corresponding ticket.

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Time entries can be created and aligned manually as well. If no time type is assigned to a status, then no new
entry gets created, but a possible running one is stopped. These time entries can be used for CATS reporting,
and can also be used to create time items for billing to the customer.

Example

You can define a status as Start Travel. When you select this status, you can start the time recoding
automatically (also defined and associated in the fine tuning activity) with a time type Travel.

8.6.5.1 Configure External Status Codes, Color Coding, and

Time Types for Automatic Time Entry in Resource
Scheduler

As an administrator, you can maintain colors for the respective status and time (past, present, or future).
Additionally, you can also define time types to start automatic time entry when setting the status.

Define external status codes for an assignment activity using fine tuning. The status reflects the progress of
the work in details.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain External Status Codes for Assignment Activity and maintain the necessary
settings.

Example

You can define a status as Start Travel. When you select this status, you can start the time recoding
automatically (also defined and associated in the fine tuning activity) with a time type Travel.

8.7 Use Appointment Offering and Auto Dispatch in

Resource Scheduler

Use the Appointment Offering and Auto Dispatch features in Resource Scheduler to preselect time slots or
create automatic scheduling in the system,

Appointment Offering in Resource Scheduler [page 113]

This feature offers your customers the ability to preselect time slots for a service appointment.

Auto Dispatch in Resource Scheduler [page 260]

Use the Auto Dispatch scheduling method to create automatic scheduling in the system.

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8.7.1 Appointment Offering in Resource Scheduler

This feature offers your customers the ability to preselect time slots for a service appointment.

The service agent can offer the customer the ability to choose their appointment time slot and date range.
However, you would need to enable this option first.

When you select the scheduling method for a repair item as Appointment, and choose Release for Scheduling,
the Appointment button gets enabled.

 Note

Only items with In Scheduling work progress status are relevant for appointment booking. The Appointment
button, is otherwise disabled. So to change the status of a ticket item to In Scheduling, you would have to
execute an item based action.

On the Appointment Offering screen, you can select a date range and a time slot. Click the Get Appointment
button to get a list of available appointment offerings within your selected date range and time.

Next, select the time your customer requests and save the appointment time to ensure that the time slot is
booked.

Once you save, the item status displays as Ready, which means that the assignment for that item has been
created. You can view details of this item in the General Data tab, at the bottom of the screen. You would also
see that the system has assigned a technician for the appointment based on the requested time slot and date.

In the Assignments tab, you can view the appointment you scheduled. Here's a short video with more
information on the Appointment Offering feature.

Fixed Flag

As the name suggests, this feature restricts editing the time slot or technician based on the type of fixed flag
selection. You can choose this option when choosing an appointment.

The Fixed flag helps avoid any unintended changes to a set time slot. You can choose from these options:

● Fixed Time
Selecting this option would restrict the appointment time. So if the time slot is fixed to morning, then you
can move the appointment to a different hour within the morning time slot of the same day. However, you
cannot move the appointment to the evening or another day. In this case, you would still have the option of
changing the technician.
● Fixed Time and Technician
Selecting this option would restrict the appointment time and the technician. Hence in addition to the time
slot, you cannot change the technician.

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8.7.1.1 Configure and Define Slots for Appointment
Offering in Resource Scheduler

Administrators can maintain slots for appointment offering via fine tuning.

Go to Business Configuration Implementation Projects Open Activity List , and search for Demand
Processing. Choose Maintain Slots for Appointment Offering and maintain the Appointment Slot Code,
Description, and time for each slot.

Depending on how you maintain the appointment slots here, the service agent/technician can select
appointment slots when creating a service appointment for their customer.

Example

You can maintain a full day time slot with an assigned duration of 8:00 to 18:00 hours.

8.7.2 Auto Dispatch in Resource Scheduler

Use the Auto Dispatch scheduling method to create automatic scheduling in the system.

After a ticket item has been released for scheduling, auto dispatch allows the system to create assignments in
the background without any user intervention.

The general criteria to create automatic assignments is based on the availability of technicians, and the
number of existing assignments in the system. The system searches for a technician who is available in the
required time frame with the least number of assignments. If multiple technicians match the criteria, then the
system randomly picks one.

8.8 Integrate SAP Multiresource Scheduling into Resource

Scheduler

You can use the native feature in SAP Service Cloud for Appointment Offering, or integrate with SAP
Multiresource Scheduling option for SAP S/4HANA for Appointment Offering. For manual scheduling, you can
integrate with SAP Multiresource Scheduling.

For more information (integrate with SAP Multiresource Scheduling option for SAP S/4HANA for Appointment
Offering) see Enable SAP Multiresource Scheduling, Option for SAP S/4HANA for Appointment Offering
Feature in Resource Scheduling [page 242]

For more information (to integrate with SAP Multiresource Scheduling) see Enable SAP Multiresource
Scheduling (MRS) Integration with Resource Scheduler [page 236]

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8.9 Mobile/Offline Features for Resource Scheduler

This section provides you a quick overview of offline features available for Resource Scheduler.

This topic presents an overview of supported features and limitations for Resource Scheduler- Assignments in
offline mode.

 Note

Not all the validations/determinations available online are available offline.

Edit (can edit di­

rectly via actions/
Tab Section Field Create Display navigation)

Resource Overview / Header Address Y

Scheduler

Assignments

Start Date Time Y

End Date Time Y

Status Y Y

Ticket Y

Service Technician Y

Notes Y

Offline Limitations for Resource Scheduler

Assignments

● Changing the status of an assignment in offline mode does not start automatic time entry.
● Code list restriction for Assignment External status code is not supported offline.
● Assignments are not supported in offline calendar.

8.10 Resource Scheduler FAQs

This section provides you with solutions to some commonly asked questions.

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8.10.1 What are the different scheduling methods?

You can choose from three available scheduling options.

1. Manual Scheduling:
Demands created using this method are scheduled manually. The planner can choose when and for whom
to create the assignments.
2. Appointment Offering:
The service agent can offer customers the ability to choose their appointment time slot and date range.
The system creates an assignment based on the chosen parameters.
3. Auto Dispatch:
The system automatically creates an assignment in the background, when you schedule using this
method.

8.10.2 How can I edit assignments In Resource Scheduler?

You can edit an assignment using the Edit Assignment option.

After dropping a demand on the Gantt chart, you may want to update it. You can edit an assignment in two
ways:

1. By moving it, or by changing the assignment length in the Gantt chart.

2. By using the Edit Assignment option.

Your ability to edit an assignment (move an assignment, or update its duration) depends on the Fixed flag. The
Edit Assignment action gives you the option to change the fixed flag and edit the assignment.

 Note

You can edit an assignment only if it is in Open status. If you edit assignments that are created via
Appointment Offering, then they are treated as regular assignments from then on. this means, that the
restriction of the appointment offering slot will no longer apply.

8.10.3 What is the use of the release flag in Resource

Scheduler?

If there is a need to restrict editing of an assignment, you can use the release flag for this purpose.

A configuration step can be performed. With the configuration in place, your technicians can only see an
assignment but not edit it unless the planner has released the assignment.

To release an assignment, select the relevant assignment in the resource scheduler Gantt chart and select Edit
Assignment option. Then choose the release action. You can also release an assignment automatically using
the MDRO run option.

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8.10.4 What does the fix flag indicate?

The Fix flag limits shifting an assignment to a different time or time period. In some cases, it can be moved to
another resource.

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9 Skills Management

Skills Management enables an organization to maintain the skills structure and skills requirements for various
entities.

You can evaluate skills during the scheduling process to identify the best person to work on a specific task. It
also helps in planning for the required trainings, keeping the work force up to date, and avoiding certificate
expirations (such as access authorizations).

9.1 Scope and Configure Skills Management

Administrators can configure skills management using scoping and scoping questions.

 Note

Scoping questions that are straightforward may not be included in this list.

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9.1.1 Enable Skills Management

As an administrator, enable the feature in the solution.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope Next
Scoping . In the Scoping Element list, expand General Business Data Skills Management , and then
select Skills Management.

9.1.2 Configure Skills for Tickets and Resource Scheduler

Configure the skills process for tickets and resource scheduler.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope Next
Scoping . In the Scoping Element list, expand Service Customer Care , and then select Service Request
Management. From Questions for Service Request Management, select Do you want to enable Skill Functionality
in Ticket?.

9.1.3 Use Data Workbench Service for Skills Management

As an administrator, use the Data Workbench service to import, export, and update employee, account,
individual customer, and installed base skills data.

For more information about data workbench services related to Skills and Data Workbench in general, see the
Data Workbench user guide.

9.2 Work with Skills Management

Know more about creating and assigning skills, determining skills in tickets, verifying skills in resource
scheduler, using the data workbench service, and creating reports to manage skills.

Create Skill Groups and Skills [page 266]

Create skill groups and skills in a hierarchy.

Assign Skills [page 267]

Assign skills to customers, installed base, employees, registered products, and products.

Determine Skills in Tickets [page 269]

In tickets, skills are determined from customers, registered products, products, and installed base.
Skills can be determined in tickets only in the online mode.

Use Skills in Resource Scheduler [page 271]

Skills determined in tickets can be used in the scheduling process.

View Changes Related to Skills [page 272]

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 On the Changes tab of business objects such as Employee and Customer, you can see the updates
related to the respective skills.

Create Reports for Skills Management [page 273]

Use data sources and create reports in the Business Analytics work center to manage skills. For
example, you can create a report to get the list of employees whose validity of a skill expires in the next
one month.

9.2.1 Create Skill Groups and Skills

Create skill groups and skills in a hierarchy.

Context

Status change at a skill group level reflects in all the skills and skill groups under it. To create a skill group or a
skill, follow these steps:

Procedure

1. On the Skills page, click New and select one of the following:

Option Description

Skill Group Opens the New Group window

Skill Opens the New Skill window

2. Enter the Skill ID.

3. In the Description section, select the language in which you want to maintain the description.
4. Click Save.

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9.2.2 Assign Skills

Assign skills to customers, installed base, employees, registered products, and products.

9.2.2.1 Assign Skills to Customers

To add a skill to a customer account, follow these steps:

Procedure

1. Navigate to the Accounts tab, and select an account.

2. On the details page, click the Skills tab.
3. Click Add and in the Add Skills window, enter the required details.

If you want to make the skill mandatory, select the Mandatory checkbox.
4. Click Add.

9.2.2.2 Assign Skills to Installed Bases

To add a skill to an installed base, follow these steps:

Procedure

1. Navigate to the Installed Base tab, and select the installed base ID for which you want to add a skill.
2. On the details page, click the Skills tab.
3. Click Add and in the Add Skills window, enter the required details.

If you want to make the skill mandatory, select the Mandatory checkbox.
4. Click Add.

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9.2.2.3 Assign Skills to Employees

To add a skill to an employee, follow these steps:

Procedure

1. Navigate to the Employees tab, and select an employee.

2. On the details page, click the Skills tab.
3. Click Add and in the Add Skills window, enter the required details.

To set the validity of the skill, select the relevant dates in the Valid From and Valid To fields.
4. Click Add.

9.2.2.4 Assign Skills to Registered Products

To add a skill to a registered product, follow these steps:

Procedure

1. Navigate to the Registered Products tab, and select a registered product.

2. On the details page, click the Skills tab.
3. Click Add and in the Add Skills window, enter the required details.

If you want to make the skill mandatory, select the Mandatory checkbox.
4. Click Add.

9.2.2.5 Assign Skills to Products

To add a skill to a product, follow these steps:

Procedure

1. Navigate to the Product Administration tab, and select a product.

2. On the details page, click the Skills tab.
3. Click Add and in the Add Skills window, enter the required details.

If you want to make the skill mandatory, select the Mandatory checkbox.

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 4. Click Add.

9.2.3 Determine Skills in Tickets

In tickets, skills are determined from customers, registered products, products, and installed base. Skills can
be determined in tickets only in the online mode.

The Skills tab of Tickets displays the list of all skills that are determined or added at the tickets header level. If
any of the entities ( customers, registered products, products, or installed base) is updated in a ticket, skills are
redetermined. You can modify a skill by selecting or deselecting the Mandatory checkbox. You can also delete a
skill. If a skill is updated manually, it is not updated during redetermination.

If you want to add additional skills, you have to add them manually. To add skills manually to tickets, on the
Skills tab, click Add and in the Add Skills window, enter the required details.

When you add a new skill, skills are redetermined in the ticket.

 Example

There is a ticket for a customer named BlueDrive, and French is maintained as a language skill for this
customer. The ticket also has a registered product associated to it. The Serial ID is SOLGRD 98907870. For
this registered product, the Processing Unit Repair skill is maintained. Therefore, based on the customer
and the registered product, these two skills (French and Processing Unit Repair) are determined for the
ticket.

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9.2.3.1 Determine Skills in Ticket Items
When an item is added in a ticket, skills from the ticket header are determined for the item as well. Skills
maintained for a product are also determined at the ticket item level.

The Skills tab at the ticket item level displays the list of skills for that item. You can modify a skill by selecting or
deselecting the Mandatory checkbox. You can also delete a skill.

If you want to add additional skills, you have to add them manually. To add skills manually to a ticket item, on
the Skills tab, click Add and in the Add Skills window, enter the required details.

 Note

If you want to make the skill mandatory, select the Mandatory checkbox.

If an item is in Ready or equivalent status, you cannot update or determine the skill.

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9.2.3.2 Configure Skills for Tickets and Resource Scheduler

Configure the skills process for tickets and resource scheduler.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope Next
Scoping . In the Scoping Element list, expand Service Customer Care , and then select Service Request
Management. From Questions for Service Request Management, select Do you want to enable Skill Functionality
in Ticket?.

9.2.4 Use Skills in Resource Scheduler

Skills determined in tickets can be used in the scheduling process.

When an item in a ticket is released for scheduling, the system uses the skills at the item level to suggest the
technicians. When you select a demand and select Check Skills, the technicians with all the mandatory skills
are highlighted in bold font and with an asterisk (*) mark.

You can also assign a demand to a technician different from what the system suggests.

To verify whether the correct technician is highlighted, select the technician and in the details section, click
Skills. You can also verify the skills on the Employees UI by selecting the employee and clicking the Skills tab.

9.2.4.1 Configure Skills for Tickets and Resource Scheduler

Configure the skills process for tickets and resource scheduler.

Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope Next
Scoping . In the Scoping Element list, expand Service Customer Care , and then select Service Request

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Management. From Questions for Service Request Management, select Do you want to enable Skill Functionality
in Ticket?.

9.2.4.2 Check Skills for Multiple Demands

Check skills for multiple demands simultaneously.

On Resource Scheduler, select the required demands, and then select Check Skills. The technicians with all the
mandatory skills are highlighted in bold font and with an asterisk (*) mark.

9.2.4.3 Check Skills for Assignments

To check skills for an assignment, select an assignment and select Check Skills.

The technicians with all the mandatory skills for the assignment are highlighted in bold font and with an
asterisk (*) mark. Checking skills for an assignment helps when an existing assignment has to be rescheduled.
In such a scenario, the user can know the resources that have the required skills to perform the task.

9.2.4.4 Skills Tab for Assignments

When you select an assignment, the Skills tab in the details section displays the list of skills for the assignment.

If the planner requires to move the assignment to another technician, the planner can use this information to
identify the required skills.

9.2.5 View Changes Related to Skills

On the Changes tab of business objects such as Employee and Customer, you can see the updates related to
the respective skills.

For example, to view updates in employee skills, go to the Changes tab of an employee.

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  Note

Currently, the Changes tab of Tickets, Installed Base, Registered Products, and Products do not display the
updates for skills.

9.2.6 Create Reports for Skills Management

Use data sources and create reports in the Business Analytics work center to manage skills. For example, you
can create a report to get the list of employees whose validity of a skill expires in the next one month.

The available data sources are:

● Skills of Employees
● Installed Base and Skills
● Installation Point and Skills
● Skills

Related Information

SAP Cloud for Customer Business Analytics Guide

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9.3 Skills Management FAQs

This section provides you with solutions to some commonly asked questions.

9.3.1 How are skills managed for the appointment offering

scheduling method?

For the appointment offering scheduling method, appointment slots are displayed for the available technicians
who have the mandatory skills.

9.3.2 How are skills managed for the auto-dispatch

scheduling method?

For the auto-dispatch scheduling method, the system creates appointments for the first technician available
with the mandatory skills. If no resources are found that match the required skills, assignment is not created,
and a message is displayed.

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10 Time Recording

Time Recording consists of Time Entries and Time Reports.

Time entries help employees record and manage the time they spend performing their activities. A time report
is a collection of time entries, which can be defined for a date or date range and can be submitted for approval
to one or more approvers.

Employees can create time entries and import them into a time report. They can also record time for different
time types such as: work, travel, administration, vacation and so on; and for tickets or independent of a ticket.
This helps managers track productive time, which could be time spent on tickets as well as non productive time
such as: training, vacation and so on, by the employees.

To use the Time Recording feature, administrators would first have to enable this feature via scoping.

10.1 Scope and Configure Time Recording

As an administrator, you must enable time recording, configure time types, and configure e-mail notifications
using workflow rules before users can work with time recording.

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10.1.1 Enable Time Recording

The administrator would have to scope Time Recording to log the time.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Service General Business Data Employees Questions , and select to enable the question: Do you wish
to enable Time Recording feature?.

10.1.2 Fine Tune Time Type

You can define the time types available for use in time reporting with the fine tuning activity: Time Types for
Time Recording. Your administrator would have to enable the fine tuning activity.

Go to Business Configuration Implementation Projects Open Activity List Fine Tune , and search for
Time Types for Time Recording activity. In the Time Types for Time Recording fine tune activity screen, choose
the Add button and add a time type code and a description for it.

Example

Use codes such as 01, 02, or 03, and descriptions can be based on relevant task types; such as: Billable Hours,
Non-Billable Hours, Travel, or Training.

10.1.3 Configure Page Layout

You can create various page layouts based on different attributes for Time Entries and Time Reports. Your
administrator would have to set these attributes for you.

You can use the following attributes:

● Attributes for Time Entry

○ Status
○ Time Type
● Attributes for Time Report
○ Status

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For more information on enabling and using page layout options, see the Adaptation Quick Guide (HTML5).

10.1.4 Configure Time Item Rounding Rules

The administrator can set up time item rounding rules, when creating time items from time entries.

Log on to system using administrator credentials and navigate to Administrator Service and Social Time
Recording Define Rules for Time Item Rounding .

10.1.5 Configure Approval Process for Time Reporting

The administrator would have to enable the standard multistep approval process for time reports.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
General Business Data Employees and Service Agents Employees and under the Enable Time Recording
section, select the question: Do You want to use a multi-step approval for time recording?

10.1.6 Configure Additional Approvers for Time Report

Your administrator has to enable additional approver option for a time report by maintaining this in the
approval process.

Go to Administrator Approval Processes and select the new work distribution rule: Approver of Time
Report in the Time Report approval process.

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10.1.7 Configure Auto Submit Time Report for Approval

Your administrator can enable auto submit time report for approval using business configuration, so you can
auto submit for approval as soon as the time report is saved.

Select the scoping question to enable auto submitting a time report for approval.

Go to Edit Project Scope First Implementation Questions. Drill down to General Business Data
Employees and Service Agents Employees , and select the question: Do you want the system to
automatically submit a time report for approval?

10.1.8 Configure Assign Time Types for Time Recording

The administrator can assign time types to assignment status to trigger time recording from assignment.

You can assign time types to different assignment statuses in the fine tuning activity. Navigate to Business
Configuration Implementation Projects Open Activity List Fine-Tune , and search for Demand
Processing. Maintain the external status codes for assignment here.

10.1.9 Configure Product Determination for Time Recording

The administrator has to confirm a business configuration scoping question to enable auto determination of
Time Item Product based on time entries.

If you select the option, then the time item product is determined automatically. However, if you do not select
it, then select the product for time item manually from the list of displayed products.

Navigate to Edit Project Scope First Implementation Questions for Employees Enable Product
Determination for Time Recording , and select the question: Do you want to enable rule based product
determination for a ticket from Time Recording?

You can determine Time Item Product, based on different attributes of Time Entries (Time Type, Start Time,
End Time), and Ticket ( Service Org., Time Type).

10.1.10 Use BAdI to Create Time Items

You have the option of implementing a BAdI while creating time item from time entry to modify or copy
information using custom logic and implementation.

This is PDI enabled BAdI and can be implemented using SAP Cloud Applications Studio by adding an item to
the solution as follows:

1. Logon to SAP Cloud Applications Studio.

2. Next, open the solution specific to your project from the repository.

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 3. Right click the solution in the Solution Explorer Window and click Add New Item.

4. Once the add item window displays, follow the steps mentioned in the screenshot below.

 Note

Name the enhancement as per defined naming convention.

5. Follow next steps and add values (mentioned below) to create the Enhancement Implementation.

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6. Click OK to continue. The following enhancement tree is added as a part of your solution.

7. Open and code MODIFY_TIME_ITEM.absl for custom logic.

8. Once you've completed the task, activate the enhancement.

10.1.11 Configure and Assign Code List Restrictions for Time

Types

The administrator can assign code list restrictions to time types and assign various time type values to
different roles.

Go to Administrator General Settings Code List Restrictions , and apply code list restrictions to time
types in the business object Time Entry.

10.1.12 Configure Duration Round Off at Service Item Level

The administrator has the ability to decide whether the rounding should happen at the time or service item
level. This will avoid rounding at the time item (child) and service item (parent) level at the same time.

To enable this feature, navigate to Edit Project Scope: First Implementation General Business Data
Employees and Service Agents Employees , and in the Questions tab select the option: Do you want to round
off the quantity at Service Item Level?

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10.1.13 Integrate Time Entry with SAP ERP CATS

It is possible to integrate with SAP ERP for CATS time entry in the system.

You can release approved time entries to CATS in SAP ERP. For this integration, you need to maintain mapping
between time types of the time entries in our system, and activity types in SAP ERP.

 Note

Time entries, with reference to tickets, can be released only if the corresponding ticket has already been
released to SAP ERP.

10.1.14 Configure Release Time Entry to CATS without Ticket

Dependency

The administrator has to enable this function via business configuration, which lets you release time entries
independent of the related ticket status.

Go to Business Configuration Implementation Projects Edit Project Scope Questions General

Business Data Employees and Service Agents Employees and select the checkbox for the question:
Ignore related ticket release status when releasing time entries to SAP ERP?

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10.2 Integrate Time Entry with SAP ERP CATS
It is possible to integrate with SAP ERP for CATS time entry in the system.

You can release approved time entries to CATS in SAP ERP. For this integration, you need to maintain mapping
between time types of the time entries in our system, and activity types in SAP ERP.

 Note

Time entries, with reference to tickets, can be released only if the corresponding ticket has already been
released to SAP ERP.

Release Time Efforts from FSM to ERP CATS [page 282]

In the FSM and ERP integration through C4C scenario, you can record time once in FSM, and the time
can be released to ERP when the time report is approved in C4C.

10.2.1 Release Time Efforts from FSM to ERP CATS

In the FSM and ERP integration through C4C scenario, you can record time once in FSM, and the time can be
released to ERP when the time report is approved in C4C.

The approved time efforts from FSM are replicated to C4C as approved time entries. These approved time
entries can be imported to a time report. Then you can Submit for Approval for the time report with
incorporated time entries with the approved status.

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10.3 Work with Time Entries

Employees can create time entries and import the created time entries into a time report. Time Entries can be
created from within a ticket, or can be independent of any ticket.

You can do the following for time entries:

● Add, edit, or delete time entries.

● Enter time either as duration or as actual clock times.
● Record time for different time types, such as: working, travel, administration, vacation, and so on.
● Record time for a ticket or independent of any ticket.

 Note

Administrators can add new time types to the list of predefined time types using fine tuning.

Use Time Types [page 284]

When creating a time entry, you can choose the time type for that entry. Administrators can add new
time types to the list of predefined time types using fine tuning.

Create Time Entries [page 286]

You can create a time entry manually or automatically.

Merge and Split Time Entries [page 287]

You can merge multiple time entries to create a single time item. In the same way, you can also split a
single time entry into multiple time items for billing.

Release Time Entries [page 287]

As a manager, you can manually change the status of the time entries to Released.

Release Time Entries to CATS without Ticket Dependency [page 288]

Release time entries to SAP ERP CATS when submitting a time report for approval, without depending
on the related ticket status.

Use Copy to Create New Time Entries [page 288]

You can easily create new time entries by copying the existing ones.

Create Time Items [page 289]

A Time Entry, whether created manually or automatically can be converted to a time item when you are
ready to bill the customer for the time spent on an assignment.

Rounding Off Time at Service Item Level [page 292]

When the user converts a time entry to a time item, the time item can be rounded off to the nearest
defined time. This depends on how much rounding you have defined in the rounding rules under
administrator settings.

Auto Determine Time Item Product [page 293]

You can convert a time entry to a time item product for billing purposes. You can choose a time item
manually or it can be determined automatically by the system based on the time item product
determination rule set in business configuration.

Automatic Time Recording [page 293]

In the field service scenario, technician has to track time spent on various tasks to bill customers
appropriately; and also maintain their time entries for creating time reports.

Changes Tab for Time Entries and Time Reports [page 294]

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 Use the Changes tab in Time Recording work center to track different attribute changes for time entries
and time reports.

Sort in Time Recording [page 295]

You have the option of sorting time reports by the start date and start time in the Time Recording tab.

Time Entries for Ticket Summary Form [page 296]

Use time entries for a Ticket in the Standard Ticket PDF Form Template used in Preview Summary and
Add Summary for Ticket.

Queries for Ticket [page 296]

When you create a new time entry, you can extend the ticket search using the Ticket with my
Involvement query parameter.

Page Layout for Time Entries [page 296]

You can assign page layout for time entries using configuration.

Add Approved Time Entries to Time Report [page 297]

Replicated approved time entries from FSM can be added to time report for further processing.

Time Item Created Indicator for Time Entries [page 297]

The Time Item Created indicator is available for the Time Entries work list and the Time Entries tab in
Ticket.

Related Information

SAP Cloud for Customer Administrator Guide

10.3.1 Use Time Types

When creating a time entry, you can choose the time type for that entry. Administrators can add new time
types to the list of predefined time types using fine tuning.

You can do the following using time types:

● During time recording, employees can record time for different time types such as: working, travel,
administration, vacation, and so on.
● If time types are assigned to user status in an assignment, the fine tuning section, this time type is used to
start a new time entry when this user status is set at the assignment level. The new time entry displays in
the time entries work center and corresponding ticket.
● If no time type is assigned to a user status for an assignment, no new entry is created. However, a possible
running one is stopped.
● Approved time entries can be released to SAP ERP. In SAP ERP, there is a mapping between Time Type and
SAP ERP Activity Type.

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10.3.1.1 Fine Tune Time Type

You can define the time types available for use in time reporting with the fine tuning activity: Time Types for
Time Recording. Your administrator would have to enable the fine tuning activity.

Go to Business Configuration Implementation Projects Open Activity List Fine Tune , and search for
Time Types for Time Recording activity. In the Time Types for Time Recording fine tune activity screen, choose
the Add button and add a time type code and a description for it.

Example

Use codes such as 01, 02, or 03, and descriptions can be based on relevant task types; such as: Billable Hours,
Non-Billable Hours, Travel, or Training.

10.3.1.2 Configure and Assign Code List Restrictions for Time

Types

The administrator can assign code list restrictions to time types and assign various time type values to
different roles.

Go to Administrator General Settings Code List Restrictions , and apply code list restrictions to time
types in the business object Time Entry.

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10.3.2 Create Time Entries

You can create a time entry manually or automatically.

 Note

When creating new time entries, date defaults to current date, and time zone defaults to the time zone
based on user settings. Employees can change the default data for the time entry.

 Note

You cannot change or delete time entries with status Released.

10.3.2.1 Create Manual Time Entry

For manual recording, use the New button.

From the Ticket work center, navigate to Ticket Time Entries New to create a new time entry directly
from a ticket.

From the Time Entries work center, navigate to Create New Time Entries

 Note

You can also create time entries on behalf of your team members based on the access restriction.

10.3.2.2 Create Automatic Time Entry

Employees can use the Start Recording and Stop Recording button to record their time.

Once the recording starts a new time entry is created. When the employee stops the recording the
corresponding time entry is updated with the end time and the total duration. Users can adjust these time
entries later.

Create time entries automatically:

● From the Time Entry tab by navigating to Time Entries Start Recording .
● From the Ticket work center by navigating to Time Entries Start Recording .

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10.3.2.3 Create Automatic Time Entry Based on Assignment
Status Change

If your administrator has already assigned time types to a user status for assignment, in the fine-tuning
section, this time type is used to start a new time entry, once you set the status for the assignment.

The new time entry displays in the Time Entries work center, and the corresponding ticket.

10.3.2.4 Configure Assign Time Types for Time Recording

The administrator can assign time types to assignment status to trigger time recording from assignment.

You can assign time types to different assignment statuses in the fine tuning activity. Navigate to Business
Configuration Implementation Projects Open Activity List Fine-Tune , and search for Demand
Processing. Maintain the external status codes for assignment here.

10.3.3 Merge and Split Time Entries

You can merge multiple time entries to create a single time item. In the same way, you can also split a single
time entry into multiple time items for billing.

Navigate to Tickets tab and select a time entry. Go to Time Entries More Merge to Time Item or Time
Entries More Split into Time Items .

10.3.4 Release Time Entries

As a manager, you can manually change the status of the time entries to Released.

Once the status is set to released, it cannot be changed or deleted. This status can also be used when the time
entries are released to a third party system.

 Note

Only approved time entries can be changed to released.

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10.3.5 Release Time Entries to CATS without Ticket
Dependency

Release time entries to SAP ERP CATS when submitting a time report for approval, without depending on the
related ticket status.

The administrator can enable this functionality via business configuration.

10.3.5.1 Configure Release Time Entry to CATS without

Ticket Dependency

The administrator has to enable this function via business configuration, which lets you release time entries
independent of the related ticket status.

Go to Business Configuration Implementation Projects Edit Project Scope Questions General

Business Data Employees and Service Agents Employees and select the checkbox for the question:
Ignore related ticket release status when releasing time entries to SAP ERP?

10.3.6 Use Copy to Create New Time Entries

You can easily create new time entries by copying the existing ones.

The Copy button is available for use from these screens:

● Time Entries tab.

● Time Report Time Entries tab.

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 ● Ticket Time Entries tab.

 Note

When copying from an existing time entry in a ticket, the ticket ID gets copied over to the newly created
time entry.

10.3.7 Create Time Items

A Time Entry, whether created manually or automatically can be converted to a time item when you are ready
to bill the customer for the time spent on an assignment.

In the solution, ticket items are integrated with SAP ERP for billing processes. For billing of time, spent on a
ticket or ticket items, time items can be used. After a time entry is created, it can be converted to a time item of
a ticket for billing purpose.

Click Create Time Item action, and select the Time Item (Product with usage Time). This product can either be
selected by the user or can be set up by the administrator for automatic selection of the product.

● You can create a time item from the Time Entries tab:
○ Select a time entry and choose Create Time Items.
○ Select the ticket ID and product for creating the time item. A list of products with Usage field displays.
● You can create a time item from a ticket:
○ System creates a complete time item with start and end dates.

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10.3.7.1 Use BAdI to Create Time Items

You have the option of implementing a BAdI while creating time item from time entry to modify or copy
information using custom logic and implementation.

This is PDI enabled BAdI and can be implemented using SAP Cloud Applications Studio by adding an item to
the solution as follows:

1. Logon to SAP Cloud Applications Studio.

2. Next, open the solution specific to your project from the repository.
3. Right click the solution in the Solution Explorer Window and click Add New Item.

4. Once the add item window displays, follow the steps mentioned in the screenshot below.

 Note

Name the enhancement as per defined naming convention.

5. Follow next steps and add values (mentioned below) to create the Enhancement Implementation.

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 6. Click OK to continue. The following enhancement tree is added as a part of your solution.

7. Open and code MODIFY_TIME_ITEM.absl for custom logic.

8. Once you've completed the task, activate the enhancement.

10.3.7.2 Configure Duration Round Off at Service Item Level

The administrator has the ability to decide whether the rounding should happen at the time or service item
level. This will avoid rounding at the time item (child) and service item (parent) level at the same time.

To enable this feature, navigate to Edit Project Scope: First Implementation General Business Data
Employees and Service Agents Employees , and in the Questions tab select the option: Do you want to round
off the quantity at Service Item Level?

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10.3.8 Rounding Off Time at Service Item Level

When the user converts a time entry to a time item, the time item can be rounded off to the nearest defined
time. This depends on how much rounding you have defined in the rounding rules under administrator settings.

By default, rounding off occurs at the time item level. Select a configuration question to enable rounding at the
service item level.

 Note

Rounding is now enabled at the parent service item level for time entry, when converting to time item. Your
administrator can create rules to round off time entry duration while creating time items. See Configure
Time Item Rounding Rules [page 292] for more information.

10.3.8.1 Configure Time Item Rounding Rules

The administrator can set up time item rounding rules, when creating time items from time entries.

Log on to system using administrator credentials and navigate to Administrator Service and Social Time
Recording Define Rules for Time Item Rounding .

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10.3.9 Auto Determine Time Item Product

You can convert a time entry to a time item product for billing purposes. You can choose a time item manually
or it can be determined automatically by the system based on the time item product determination rule set in
business configuration.

You have the flexibility to determine the time item product for a ticket based on different attributes of time
entries (such as time type), and tickets (such as service organization).

 Note

See Configure Product Determination for Time Recording [page 293] for more information.

Example

Based on the Service Organization of the ticket and time type of the time entry, different products can be
assigned as ticket time item.

10.3.9.1 Configure Product Determination for Time Recording

The administrator has to confirm a business configuration scoping question to enable auto determination of
Time Item Product based on time entries.

If you select the option, then the time item product is determined automatically. However, if you do not select
it, then select the product for time item manually from the list of displayed products.

Navigate to Edit Project Scope First Implementation Questions for Employees Enable Product
Determination for Time Recording , and select the question: Do you want to enable rule based product
determination for a ticket from Time Recording?

You can determine Time Item Product, based on different attributes of Time Entries (Time Type, Start Time,
End Time), and Ticket ( Service Org., Time Type).

10.3.10 Automatic Time Recording

In the field service scenario, technician has to track time spent on various tasks to bill customers appropriately;
and also maintain their time entries for creating time reports.

To facilitate and make time recording easy for the technicians, auto time recording can be used. Using this
feature, the technician can record time for a ticket, or independent of a ticket. Once the recording starts, a new
time entry for the corresponding ticket gets automatically created. When the technician stops the recording
the corresponding time entry is updated with the end time and duration. Technicians can adjust the time
entries later.

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  Note

Only a single time recording can be active at a given time.

Following are points to remember about automatic time recording:

● You can edit time entries after stopping the time recording.
● If you edit the time entry before stopping the recording, then recording stops and your edits are given
precedence.
● If you start a time recording on one date and stop in another, the system creates a time entry with duration
only. Time entries can be created for one date only.
● You can have only one auto time recording at a time.

10.3.10.1 Start and Stop Time Recording

An employee can start and stop time recording from the Time Entries and Tickets tab.

Procedure

1. To record time automatically from the time entries tab, navigate to the Time Entries tab and choose the
Start Recording button to begin recording time.
2. Choose a time type, which displays the current date, time, and time zone. The system indicates the time
entry for which auto recording is going on.

3. To record time automatically from the tickets tab, navigate to the Tickets Time Entries tab and then
Tickets tab and choose the Start Recording button to begin recording time. In this scenario, the system
assigns the ticket ID for the recorded time entry.

10.3.11 Changes Tab for Time Entries and Time Reports

Use the Changes tab in Time Recording work center to track different attribute changes for time entries and
time reports.

When you scope Time Entries, the Changes tab is enabled by default.

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This tab helps you track attribute updates made to time entries.

When you scope Time Reports, the Changes tab is enabled by default, and also displays a list of time report
attributes.

This tab helps you track attribute updates made to time reports.

10.3.12 Sort in Time Recording

You have the option of sorting time reports by the start date and start time in the Time Recording tab.

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10.3.13 Time Entries for Ticket Summary Form

Use time entries for a Ticket in the Standard Ticket PDF Form Template used in Preview Summary and Add
Summary for Ticket.

10.3.14 Queries for Ticket

When you create a new time entry, you can extend the ticket search using the Ticket with my Involvement query
parameter.

You can assign an existing time entry to a ticket after the time entry is created. For default queries in ticket, use
My Open Work Tickets, All Tickets, My Tickets, and My Work Tickets queries, you can assign time entries to a
ticket.

You can quickly filter the tickets based on involvement while assigning ticket for a time entry. To access the
query, navigate to Time Reports Time Entries New Ticket ID .

User can be added as the technician either in the ticket header level, or as a technician at the ticket item level.

10.3.15 Page Layout for Time Entries

You can assign page layout for time entries using configuration.

10.3.15.1 Configure Page Layout

You can create various page layouts based on different attributes for Time Entries and Time Reports. Your
administrator would have to set these attributes for you.

You can use the following attributes:

● Attributes for Time Entry

○ Status

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 ○ Time Type
● Attributes for Time Report
○ Status

For more information on enabling and using page layout options, see the Adaptation Quick Guide (HTML5).

10.3.16 Add Approved Time Entries to Time Report

Replicated approved time entries from FSM can be added to time report for further processing.

When the T&M Journals are approved in FSM and replicated to C4C, the time entries status is unchanged. The
time entries can be imported to the corresponding C4C time report for further approval and releasing to ERP.

10.3.17 Time Item Created Indicator for Time Entries

The Time Item Created indicator is available for the Time Entries work list and the Time Entries tab in Ticket.

You can directly know if a time item has been created for this time entry or not.

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10.4 Work with Time Reports

Time report is like a time sheet or time card used for a date or date range.

A time report is a collection of time entries, which can be submitted for approval to one or more approvers.
Approvers can view the time reports submitted for approval and decide whether to approve or reject a time
report.

You can do the following for time reports:

● Add, edit, or delete time reports.

● Import new time entries into time report and submit it for approval.
● Add new time entries from time reports.
● Remove time entries from reports that are not required.
● Approve or reject time reports.

There can be only one time report for a given date or date range. One time entry can belong to only one date. A
single time report for each employee for a date or date range makes it easy for the manager to look at their
team members recorded time.

Time reports are used for approval purpose only. Manager or approver can see the time entries entered by the
employees through time reports.

When a time report is accepted all the time entries get accepted and same is true for rejection.

Time reports cannot have overlapping start and end dates.

Every time a time entry is added to a time report, the total duration for a time report (summation of the
duration of all the time entries for the time report) is calculated.

The administrator can set standard work flow rules to set up notifications or emails based on changes in the
time reports.

Create Time Reports [page 299]

Users can create time reports for a given date range. When a time report is created for the first time,
user has to import time entries into the time report, which were created before the creation of time
report. All time entries created later get added to the corresponding time reports automatically.

Edit Time Entries and Time Reports [page 299]

Users can record productive and non productive hours for a work ticket and create time entries and
reports and submit time reports for manager approval.

Approval Process in Time Reports [page 300]

You can use standard approval process for time reports approval . The approver can see the notification
and accept or reject the time report from the notification itself, or can navigate to the time report for
approval. There are options of accepting or rejecting a time report from the time report approval tab.
Hence the approver does not have to go back to the notification after reviewing the time report details.

View Delegated Time Reports [page 302]

As a user, you would be able to see time reports of another team, which you've been delegated. In the
Time Reports work center, when you view reports using the Delegated Time Reports criteria, you are
able to see all time reports delegated to you.

Add Attachments, Summary, and Signature to Time Reports [page 303]

You can add attachments, summary, and signatures to a time report.

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 Extension Fields for Ticket in Time Entries List for Time Reports [page 303]
The administrator can add the following fields via personalization.

10.4.1 Create Time Reports

Users can create time reports for a given date range. When a time report is created for the first time, user has
to import time entries into the time report, which were created before the creation of time report. All time
entries created later get added to the corresponding time reports automatically.

 Note

You can also create time reports on behalf of your team members based on the access restriction.

10.4.2 Edit Time Entries and Time Reports

Users can record productive and non productive hours for a work ticket and create time entries and reports
and submit time reports for manager approval.

Once a time entry is added or edited for a time report, the status of the time entry as well as the time report
changes to In Preparation.

User has the flexibility to add, edit, or delete the time entries after the time report is approved, or rejected.
When user updates an entry in a report, the time entries and the time report change to In Preparation status;
thus allowing the employee submit the report for approval again.

If a new time entry is added in a time report containing one or more time entries with approved or rejected
status, the existing status of those time entries don't change. When such time report is submitted for approval
again, the status of the In Preparation time entries changes to Approval Pending. ( The approver knows that
those time entries were approved or rejected before.)

10.4.2.1 Fine Tune Time Type

You can define the time types available for use in time reporting with the fine tuning activity: Time Types for
Time Recording. Your administrator would have to enable the fine tuning activity.

Go to Business Configuration Implementation Projects Open Activity List Fine Tune , and search for
Time Types for Time Recording activity. In the Time Types for Time Recording fine tune activity screen, choose
the Add button and add a time type code and a description for it.

Example

Use codes such as 01, 02, or 03, and descriptions can be based on relevant task types; such as: Billable Hours,
Non-Billable Hours, Travel, or Training.

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10.4.3 Approval Process in Time Reports

You can use standard approval process for time reports approval . The approver can see the notification and
accept or reject the time report from the notification itself, or can navigate to the time report for approval.
There are options of accepting or rejecting a time report from the time report approval tab. Hence the approver
does not have to go back to the notification after reviewing the time report details.

10.4.3.1 Approve or Reject Time Reports

Time reports are used for approval or rejection only. Managers or approvers can see the time entries (entered
by the employees) in a time report. When a time report gets approved, all entries within the report get accepted
as well. The same behavior holds true for time report rejection. Once a time entry is added or edited for a time
report, the status of the time entry as well as the time report changes to In Preparation.

You have the flexibility to add, edit, or delete the time entries even after a time report is approved or rejected.
When you update an entry in a report, both the time entries and the time report status changes to In
Preparation. At that point, the employee can submit the report for approval again.

If a new time entry is added to a time report that contains one or more time entries with approved or rejected
status, then the existing status of those time entries does not change. So when the time report is submitted for
approval again, the time entries with In Preparation status changes to status Approval Pending. (This is done so
that the approver knows that those time entries were approved or rejected before.)

When a Time Report is accepted, all the time entries except ones with status Released are approved. When a
Time Report is rejected, all the time entries except the ones that are Released, are rejected.

 Note

This behavior helps the approver know that those time entries were approved or rejected before.

10.4.3.2 Withdraw Time Report From Approval

Users can withdraw a time report even after submitting it for approval, hence allowing them to make necessary
corrections in the time report and re-submit it for approval.

As part of the time report submission process, as soon as the user submits a report for approval, the approver
receives a notification for the same. However, if the time report gets withdrawn, then the notification gets
withdrawn from the approver's notification list.

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10.4.3.3 Configure Approval Process for Time Reporting

The administrator would have to enable the standard multistep approval process for time reports.

Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
General Business Data Employees and Service Agents Employees and under the Enable Time Recording
section, select the question: Do You want to use a multi-step approval for time recording?

10.4.3.4 Configure Auto Submit Time Report for Approval

Your administrator can enable auto submit time report for approval using business configuration, so you can
auto submit for approval as soon as the time report is saved.

Select the scoping question to enable auto submitting a time report for approval.

Go to Edit Project Scope First Implementation Questions. Drill down to General Business Data
Employees and Service Agents Employees , and select the question: Do you want the system to
automatically submit a time report for approval?

10.4.3.5 Assign Additional Approvers for Time Report

Select the approval process option to send a time report to a set of approvers. You can add multiple approvers
for a time report from the Approver Parties tab.

Go to Time Recording Approver Parties to add additional approvers for a time report.

10.4.3.6 Configure Additional Approvers for Time Report

Your administrator has to enable additional approver option for a time report by maintaining this in the
approval process.

Go to Administrator Approval Processes and select the new work distribution rule: Approver of Time
Report in the Time Report approval process.

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10.4.4 View Delegated Time Reports

As a user, you would be able to see time reports of another team, which you've been delegated. In the Time
Reports work center, when you view reports using the Delegated Time Reports criteria, you are able to see all
time reports delegated to you.

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10.4.5 Add Attachments, Summary, and Signature to Time
Reports
You can add attachments, summary, and signatures to a time report.

● Attach different file types to a time report.

● Generate a time report summary displaying time report and time entry details. Display a time report and
navigate to Actions Generate Summary .
● Add a signature for time report summary. After you trigger the generate summary action, select a
signature type from the dropdown list, capture signature, selec t Add Signature, and then choose Generate.
Navigate to the Attachments tab to view the generated summary with the captured signature.

10.4.6 Extension Fields for Ticket in Time Entries List for

Time Reports
The administrator can add the following fields via personalization.

If a time entry is associated with a ticket, the following ticket fields are displayed in the time entries list within a
time report:

● Ticket Item ID
● Ticket Item Description
● Ticket main Installation Point ID
● Ticket main Serial ID
● Ticket main Product ID
● Ticket main Product Description
● Ticket Customer ID
● Ticket Customer Name
● Ticket ID

 Note

You can see the key data related to the ticket for time entry in the list itself and do not need to navigate to the
ticket.

10.5 Remove Personal Data in Time Entry and Time Reports

The depersonalization function allows you to remove personal data from a business object to ensure
compliance with the applicable data protection requirements. Depersonalization is only available for users with
access to the Data Protection and Privacy work center.

You are able to depersonalize data for Time Entry and Time Reports. So all associated personal information for
employee is no longer visible. However, you are able to search for and display the time entry or time report as a
record, without any personal information.

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All associated information from a Time Entry and Time Report is removed from:

● Employee
● Party Node
● Reporter (only for Time Report)

The following table displays delete or depersonalize functions available for Time Entry and Time Reports:

Business Objects Delete Depersonalize

Time Entry No Yes

Time Report No Yes

10.6 Analytics for Time Recording

Our solution delivers two data sources for analytics using information from time recording.

They are:

● data source with all time entries

● data source of all time reports with its time entries

You can generate analytics for both the data sources based on the following key figures:

● Time Entry
Total Duration, Date, and Today.
● Time Report
Start Date, End Date, and Today.

 Note

An administrator is able to generate standard reports for time entries and time reports from the Business
Analytics work center in the administrative section of the SAP Cloud for Customer solution.

10.7 Offline Functions for Time Recording (Mobile)

This topic presents an overview of supported functions for offline time recording.

 Note

Offline is not enabled for time reports.

The following are available offline functions for time recording:

● The Time Entry tab is enabled for mobile offline for display/edit/create scenarios.

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 ● When creating a time entry the system validates that start time is less than the end time.
● Advanced search is enabled in the Time Recording tab for Time Entries.
● Time Entries tab for ticket is available.
● You can create new time entries for a ticket in the Time Entry tab.
● You can create new time entries based on service item.

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11 Set Up and Configure Communication
Channels

The SAP Service Cloud solution enables customer service communication across multiple contact channels
such as: phone, e-mail, chat, messaging, portal, and several social media channels. The service process begins
with incoming complaints/queries/requests from these sources. The customers communicate with agents
using these channels.

The Ticket creating process begins with incoming customer communication via different communication
channels. Our solution supports the following channels.

E-Mail Communication Channel [page 307]

E-mail messages routed to the system automatically generate service tickets that are sent to service
agents for processing.

Social Media Communication Channel [page 327]

The system can process and route messages from multiple social media channels such as: Facebook,
Twitter, YouTube, or create a custom social channel.

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 Computer Telephony Integration (CTI) Communication Channel [page 350]
This document is intended for customers and partners who want to integrate their third party
Computer Telephony Integration (CTI) adapters and widgets with SAP Cloud for Customer.

Messaging Communication Channel [page 412]

Your customers can request support by sending an SMS text message.

Chat Communication Channel [page 416]

SAP Cloud for Service can integrate third-party chat solutions to support service processes.

Communication Channel for Support Portal Integration [page 417]

Set up a support portal using either SAP HANA Cloud Portal or an external support portal provider.

Remove Personal Data in Communication Channels [page 419]

The depersonalization function allows you to remove personal data from a business object to ensure
compliance with the applicable data protection requirements. Depersonalization is only available for
users with access to the Data Protection and Privacy work center.

11.1 E-Mail Communication Channel

E-mail messages routed to the system automatically generate service tickets that are sent to service agents for
processing.

In order to respond to an e-mail message, the customer's e-mail address must be stored in the system
database. You have the option to reply to a ticket, or compose a new e-mail. If you choose to reply, the previous
customer message will be copied, and the reply will be sent to all recipients of the last e-mail.

If your system is set up to support it, you can respond to tickets from the agent workspace using Microsoft
Outlook. To do this, you must download and install the SAP Cloud for Customer Add-In for Microsoft Outlook.

Your administrator can expose different e-mail addresses to customers. For each address, your company must
evaluate whether to use the business-to-business (B2B), or business-to-customer (B2C) process, based on
your master data policies, and set up e-mail forwarding accordingly.

VIDEO: Set Up E-Mail Channels [page 308]

For Administrators: find out how to set up e-mail channels in your solution.

Enable E-Mail Channels [page 308]

Administrators can enable e-mail as a communication channel in business configuration scoping.

Add Allowed Domains for Outbound E-Mail Channels [page 309]

The administrator would have to configure from domains used to respond to support tickets.

Add Outbound E-Mail Channels [page 309]

Your administrator would set up default addresses for e-mail responses.

Set Up Branding Templates [page 310]

The administrator would set up and maintain HTML-based templates for outgoing e-mail messages.

Set Up Inbound E-Mail Channels [page 311]

Your administrator would have to add the inbound e-mail addresses that you use for customer
interactions and ticket routing.

Set Up Encryption for Inbound and Outbound Mails [page 312]

The administrator would configure the encryption settings for incoming and outgoing e-mail messages.

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 Set Up Microsoft Outlook for Ticket Responses [page 313]
Use the SAP Cloud for Customer Add-In for Microsoft Outlook to respond to tickets. Your administrator
would set this up in the system.

Monitor Business Communication for E-Mails [page 316]

Use business communication monitoring to verify that e-mail messages are transmitted successfully.
Your administrator would have to set up the feature in the system.

Use E-Mail Response Editor [page 317]

SAP Cloud for Customer provides you with a native e-mail editor that you can use to send and receive
e-mail communications. Additionally, you continue to have the option to use Microsoft Outlook or
integrate with any other third-party e-mail communication option.

Set up Routing Rules for Tickets from E-Mails [page 326]

Create rules to route tickets to teams or agents.

11.1.1 VIDEO: Set Up E-Mail Channels

For Administrators: find out how to set up e-mail channels in your solution.

11.1.2 Enable E-Mail Channels

Administrators can enable e-mail as a communication channel in business configuration scoping.

Context

As an administrator, you can enable e-mail as a communication channel for either customer service or
employee support.

Procedure

1. Enable scoping element Service Employee Support Communication Channel - E-Mail

This setting enables e-mail as a communication channel for both customer service and employee support.
There is an equivalent setting under customer support. Either element can be selected and enables both
scoping elements.

2. Go to Business Configuration Implementation Projects Your Project Edit Project Scope

Questions .
3. Set the following questions as In-Scope:

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 ○ For Customer Service under Service Customer Care Service Request management :
○ Group: E-Mail Integration with Service Request Management for Corporate Accounts : Do you
want to support e-mail channels for corporate accounts
○ Group: E-Mail Integration with Service Request Management for Individual Customers : Do you
want to support e-mail channels for individual customers
○ For Employee Support under Service Employee Support Communication Channel - E-Mail :
○ Group: Maintain Service Requests Automatically from Incoming E-Mails : Do you want to
maintain tickets automatically from incoming e-mails

11.1.3 Add Allowed Domains for Outbound E-Mail Channels

The administrator would have to configure from domains used to respond to support tickets.

E-mail addresses that you use as the sender address in e-mail responses must belong to allowed domains. Add
allowed domains in the table for Allowed Sender E-Mail Domains.

Go to Business Configuration Activity List E-Mail and Fax Settings .

11.1.4 Add Outbound E-Mail Channels

Your administrator would set up default addresses for e-mail responses.

Procedure

1. Go to Administrator General Settings Company Org Structures

2. Select and edit the service organizational unit in the org structure.
3. Select the tab Addresses and under Communication Details and specify the e-mail address that to be used
as the default outbound e-mail address in the organization.

 Restriction

Ensure the domain of this outbound e-mail address is an allowed domain. See previous step - Add
Allowed Domains for E-Mail Addresses.

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11.1.5 Set Up Branding Templates

The administrator would set up and maintain HTML-based templates for outgoing e-mail messages.

Context

Branding templates are applied to all outbound e-mail messages sent from the channel, adding it around the
response prepared by the agent.

A branding template is a simple HTML file with a #TEXT# placeholder. The placeholder is usually located
between a standard header and footer. The header and footer can include your brand logos and any standard
text or disclaimers. Create the branding template file with your preferred HTML editor. You can configure a
different branding template for each channel.

E-mail messages sent to your customer are the sum of: the agent response to the ticket, plus any response
template selected by the agent, plus the branding template defined for the channel.

Procedure

1. Go to Service Templates .
2. Choose New.
3. Enter the template name.
4. Select E-Mail as the template channel type.
5. Select Document-Based as the template type.
6. Select Branding Template.
7. Enter the e-mail Subject line.
8. Browse to the HTML file to be used as the template and save your entries.

The template is now available to add to e-mail channels.

9. (Optional) Preview the template. From the list of templates, click the template name.

 Tip

To change the file used for the template, click Replace, then browse to and select the new file.

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11.1.6 Set Up Inbound E-Mail Channels

Your administrator would have to add the inbound e-mail addresses that you use for customer interactions and
ticket routing.

Context

When an e-mail message is received in the solution, the system creates a ticket for the corresponding e-mail
channel. If you implement routing rules, the solution routes the ticket for the selected channel as specified.

Procedure

1. Go to Administrator Service and Social Settings Communication Channels E-Mail Addresses .

2. Click New to create a new channel, or select and Edit an existing channel.
3. Specify the inbound e-mail address to which the tickets are routed. Also specify the channel ID and name.
4. Specify the Channel Direction. The default is Inbound and Outbound, but you can choose to make the
channel inbound only, or outbound only.
5. Select the channel type for inbound configuration. You can choose from the following values:

○ Customer Service- Business to Business (B2B)

○ Customer Service-Business to Consumer (B2C)
○ Employee Support
6. Enter a default account for inbound configuration.

The solution categorizes incoming e-mail messages with an unrecognized address as Unassociated E-Mail
and no ticket is created. You can add a default e-mail account to each channel. If the sender address is
unknown, the solution assigns the default account to the message and creates a ticket.

Default accounts must meet these criteria:

○ Match the e-mail address type that you select for your e-mail channel
○ Have an individual customer or corporate account in the cloud solution
○ Have a default contact (corporate accounts)
7. Select a pattern for e-mail response subject line for the outbound configuration.

This standard pattern enables all messages pertaining to a specific ticket to be associated with (threaded
to) that ticket. You can choose between two subject line patterns for reply messages:

○ [Ticket: 123456] Subject

○ 123456 - Subject

 Restriction

After you select the message subject pattern for a channel, it cannot be changed, because any existing
messages would no longer thread properly.

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8. Select the branding template for the outbound configuration.

You can add a branding template to your e-mail channels to control the look and feel of e-mails sent by
agents. Every time an agent sends an e-mail from one of those channels, the solution embeds the content
within the branding HTML.

 Tip

You must have already set up the required branding templates.

Related Information

Set Up Branding Templates [page 310]

11.1.7 Set Up Encryption for Inbound and Outbound Mails

The administrator would configure the encryption settings for incoming and outgoing e-mail messages.

Procedure

1. Go to Business Configuration Your Project Edit Project Scope Questions Built-in Services and
Support System Management Security .
2. Under Group: E-Mail Security, set the question Do you want to use encryption and signatures for e-mails? to
In-Scope.

3. Set the encryption levels for individual e-mail addresses in fine-tuning. Go to Business Configuration
Activity List Fine-Tune E-Mail Encryption and Signature Check .

○ Incoming E-Mails Scenarios: Specify for each e-mail scenario whether incoming e-mail messages are
verified using a signature. Choose Check (and Reject if Untrusted) if you require a high-level or security.
Select Do Not Check if you do not have security requirements. Set the signature for the following
scenarios:
○ SAP Service Cloud: E-Mail Security, B2B Scenario
○ SAP Service Cloud: E-Mail Security, B2C Scenario
○ Outgoing E-mail Scenarios: Specify for each e-mail scenario whether the outgoing e-mail messages
are encrypted and signed. Set the encryption and signature for the following scenarios. The
recommended values are Encrypt if Possible and Sign.
○ SAP Service Cloud: E-Mail Security, B2B Scenario
○ SAP Service Cloud: E-Mail Security, B2C Scenario

4. Go to Administrator Common Tasks Configure S/MIME .

5. On the Incoming E-Mail tab, upload the CA certificates for each inbound e-mail address used for e-mail
communications channels.

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6. Activate your settings. Go to Administrator Common Tasks Configure S/MIME and select Activate
S/MIME. Select one or more of these options:

○ Check signature of Incoming E-Mails

○ Encrypt Outgoing E-Mails
○ Signing Outgoing E-Mails - provide a signature to other systems.

The settings you select in Fine-Tuning are only enabled if you activate them.
7. Save your settings.

11.1.8 Set Up Microsoft Outlook for Ticket Responses

Use the SAP Cloud for Customer Add-In for Microsoft Outlook to respond to tickets. Your administrator would
set this up in the system.

Agents can use the editing features available in Microsoft Outlook when responding to tickets, and view e-mails
as interactions in the associated ticket.

To enable Microsoft Outlook for Service in scoping, go to: Business Configuration Your Project Edit
Project Scope Questions Service Customer Care Service Request Management Group: E-mail
replies via Microsoft Outlook (1). Before

using Microsoft Outlook to respond to tickets, agent must complete the following steps:

1. Download and install the add-in for Microsoft Outlook. Click on Downloads in the header bar and download
Add-In for Microsoft Outlook.
2. Enable the service scenario in the add-in settings in Microsoft Outlook.
3. (Optional) Add any shared e-mail accounts used for responding to tickets to Microsoft Outlook. Agents
must remember to select the correct account when responding to a ticket.
4. (Optional) Set the shared e-mail account as the default, so you don't have to select it manually when
replying.

Tips to remember when using Microsoft Outlook for ticket responses:

● If this feature is enabled, when an agent responds to a ticket via e-mail, a new Microsoft Outlook window
opens to compose the response message.
● Include the ticket number in the subject line so that the e-mail is associated with the ticket as an
interaction.
● When you enable the service scenario in the Add-In for Microsoft Outlook settings, e-mails sent from
Microsoft Outlook are not recorded in SAP Cloud for Customer as activities. Instead, they are recorded only
as ticket responses.
● If your administrator enables this feature, service agents are still able to respond to tickets without using
Microsoft Outlook by deselecting the Use Microsoft Outlook option.

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11.1.8.1 Configure a Default Profile for Microsoft Outlook

Administrators can define a default profile for all users who use the SAP Cloud for Customer Add-In for
Microsoft Outlook.

Context

You can send around guidelines for users to set up their profiles for the add-in. However, it may be easier to
simply define a default profile for your company. Users can then adapt it to their own workstyle later, if they
choose.

Procedure

1. Go to Administrator Groupware Add-In Settings .

The settings you see are the same ones that can be made directly in the add-in.
2. Make the settings to define the default profile for the add-in for all users at your company.
3. Save your settings.

When your company upgrades to the next release and as each user logs on, your default profile overwrites
any settings they may have made previously.

11.1.8.2 Configure Remote Installation of Add-In with MSI File

In addition to each end user being able to install the add-in manually, administrators can use an MSI file to
install the add-in on multiple clients remotely.

Context

To download the MSI file, do the following:

Procedure

1. As an administrator, you can download the MSI file from the SAP Software Download Center at https://
support.sap.com/software/installations.html .
2. Search for C4C_OUTLK_ADDIN_MSI and download it.

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Example

For example, you could use the following command line for silent installation:

>> msiexec /i <path to msi> /quiet

11.1.8.3 Prevent Synchronization of E-Mail Marked as Private

or Confidential

As an administrator, you can set up your system to exclude e-mail marked as either private or e-mail marked as
confidential from being synchronized to SAP Cloud for Customer.

Context

To make this setting, do the following:

Procedure

1. Log on as an administrator and go to Administrator General Settings Groupware Add-In Settings

Microsoft Outlook General Settings Sync Settings and choose whether you want to exclude
confidential e-mail, private e-mail, or both from synchronization.
2. Choose whether you want to exclude confidential e-mail, private e-mail, or both from synchronization.

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11.1.8.4 Prevent Synchronization of Notes and Attachments
for Visits and Appointments

As an administrator, you can set up your system to prevent notes and attachments from being synchronized to
and from SAP Cloud for Customer for appointments and visits.

Context

 Note

These settings always affect both appointments and visits. For example, it is not possible to prevent
synchronization for appointments and not for visits.

To make this setting, do the following:

Procedure

1. Log on as an administrator and choose Administrator General Settings Users Business Roles .
2. Use the filter to show all active business roles.
3. Select and edit the role for which you want to prevent synchronization of notes and attachments.
4. In the user role, add the appropriate business action restriction:
○ To prevent synchronization of attachments for appointments and visits
(GW_APPT_ATTACH_UPLOAD_DOWNLOAD)
○ To prevent synchronization of notes for appointments and visits
(GW_APPT_NOTES_UPLOAD_DOWNLOAD)

11.1.9 Monitor Business Communication for E-Mails

Use business communication monitoring to verify that e-mail messages are transmitted successfully. Your
administrator would have to set up the feature in the system.

Check that your business documents were sent and received, and by which process. Identify technical errors
and resolve them to prevent problems in follow-on processes or with your business partner.

Go to Administration General Settings System Administration Web Service Message Monitoring

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11.1.9.1 Configure E-Mail Service Monitoring

Users can save a query for in-bound e-mail monitoring by following these steps in the system.

Context

Use business communication monitoring to verify that e-mail messages are transmitted successfully.

Procedure

1. Go to Administration Integration Web Service Message Monitoring .

2. In the monitoring screen, click Show Advanced Filter.

3. In the advanced filter click Service Interface More Options search parameter.
4. Click Add Option button and add some or all service interfaces, depending on the business scenario
requirement:
○ ServiceRequestingIn: For B2C E-mail Scenario
○ EmailServiceRequestingIn: For B2B E-mail Scenario
5. Select any other search parameter option necessary for your query.
6. Once done, click Save Query to save the e-mail monitoring query for future use. You can mark this as
default query.

11.1.10 Use E-Mail Response Editor

SAP Cloud for Customer provides you with a native e-mail editor that you can use to send and receive e-mail
communications. Additionally, you continue to have the option to use Microsoft Outlook or integrate with any
other third-party e-mail communication option.

11.1.10.1 Inline E-Mail Editor in Interactions Tab

The inline e-mail editor is a useful feature when you have to copy content from tickets or other ticket-related
tabs. The feature is available in the Interactions tab, and your administrator would have to enable it.

 Note

You can either use the existing e-mail editor or the inline e-mail editor.

The following are some features for the inline e-mail editor:

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● You can change the height of the response area by using the expand button at the bottom of editor.
● Functionality is similar to the existing e-mail editor, and you can use all existing BAdIs for the inline e-mail
editor as well.
● The inline e-mail editor is available for both, Grid View and List View.

 Note

Inline e-mail editor does not support the option to forward inline images.

11.1.10.2 Enable Inline E-Mail Editor

The administrator must enable the inline e-mail editor option via scoping.

Navigate to Administrator Service and Social Tickets Ticket Configuration and check the box for
Enable Inline Editor option.

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11.1.10.3 Configure Response Editor Tools

As an Administrator, you can configure which tools appear on the response editor. Limiting formatting tools
can provide a large performance improvement.

Procedure

1. Navigate to Administrator Service and Social Tickets Ticket Configuration .

2. Turn off formatting tools that you wish to exclude from the formatting bar in the response editor.

All formatting tools are enabled by default.

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11.1.10.4 Inline Image Enhancement for E-Mail Response

When responding to or forwarding an e-mail, the service agent can click the Load Inline Images button to load
all inline images from the e-mail chain. This helps the agent set context to the e-mail response.

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11.1.10.5 System Notification Message for E-Mail Server Issue

The system displays a notification in case of e-mail server connectivity issues. This helps inform the service
agents.

 Note

Create a support incident to make a request for enabling this feature in your system.

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11.1.10.6 Usability in Responsive UI for E-Mail Feeder

Redesigned e-mail feeder in Responsive UI provides more writing space for e-mails. You can resize the e-mail
feeder as well, which impacts the RichTextEditor accordingly. Additionally, you can reuse the font and letter size
options from the previous use until you clear the cache.

11.1.10.7 Save-as-Draft Available for E-Mail

You can save the content in an e-mail editor as draft. The Save as Draft action checks all validations required for
the e-mail to be saved without any errors. Additionally, you can save an inline image in a draft e-mail.

Service agents would be able to save e-mail as drafts and edit them later.

 Note

You can save multiple drafts of e-mails.

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Select an e-mail draft to edit or discard the e-mail.

 Note

This feature is available in Responsive UI only.

11.1.10.8 BAdI to Manage Communication Actions in E-Mail

You can use the available BAdI option to enable or disable all reply options such as: Reply, Forward, or Reply
with Outlook for e-mail. Additionally, you can set the To address option to a default address.

On the Interactions tab, using the available BAdI, you can hide or make visible the Reply and Send options for an
e-mail, based on certain ticket criteria. You can also set the To address field as default to a specific person.

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11.1.10.9 Outbound Inline Images for Email Channel

You can respond to an email with inline images using drag and drop, paste from clipboard, and insert images
from your local storage. This facilitates in better communication and ease of use.

 Note

Inline images will not be continued in the email chain on successive replies. Only web links get carried over
in successive emails.

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Here is an example of how an inline image in an outbound email looks like:

11.1.10.10 Reply with Outlook

Our solution provides you with a Reply with Outlook option button in the Interactions tab for your ease of use.

As a service agent, go to Tickets Interactions and click the Reply with Outlook option button to launch the
outlook email client and communicate with the customer.

 Note

Agent must have configured the external email client option to view the Reply with Outlook button.

Navigate to Business Configuration Implementation Projects Edit Project Scope Communication and
Information Exchange Office and Desktop Integration Integration with Local E-Mail Applications
Questions , and select the Integration with Local E-Mail Applications option.

 Note

Content of an email is limited to a length of 2000 characters when responding to an email via Outlook.

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11.1.10.11 Use BAdI to Enable/Disable Send Action for E-Mail
Response

Use the available BAdI (DISABLE_FEEDER_SEND) option to enable or disable the Send action for an e-mail
response. Once disabled, the agent can use the Save as Draft option and save the e-mail response, but not send
it. You can use this feature based on roles and authorization.

 Note

By default, the Send action button is enabled in the e-mail editor.

The following are some use case scenarios for disabling the Send option for e-mail response:

● Use the feature with the approval process to restrict sending out a response without an approval.
● Use the feature with skills to restrict agents from sending out e-mail responses without review.

 Note

BAdI logic does not apply for any external e-mail editor.

11.1.11 Set up Routing Rules for Tickets from E-Mails

Create rules to route tickets to teams or agents.

Once you've added your e-mail channels, you can create work distribution rules to route the resulting tickets to
teams or agents. For detailed information, search for the topic Defining Rules for Ticket Routing.

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11.2 Social Media Communication Channel
The system can process and route messages from multiple social media channels such as: Facebook, Twitter,
YouTube, or create a custom social channel.

The customer can communicate in any of the following ways:

● Post a question.
● Post a broadcast message and handle.
● Create or update their social media profile.
● Create a top level social media activity.

Disclaimer

The Solution may enable access to certain Third Party Web Services. “Third Party Web Services” means (i) any
and all web services made available by third parties (other than SAP, SAP SE and/or any of their affiliated
companies) that are accessible through or enabled by the Solution, and (ii) any and all application
programming interfaces, web service definition files, and other materials made available by or on behalf of
such third party web service providers to facilitate the access to and use of such web services. The following
terms apply to all Third Party Web Services:

● Licensee is solely responsible for obtaining all account and authentication credentials required to access or
use the Third Party Web Service’s API or the Third Party Web Service.
● Use of the Third Party Web Service’s API is subject to Licensee’s acceptance of the Third Party Web
Service’s terms and conditions, which must be obtained from the Third Party Web Service provider. SAP is
not a party to the agreement between the Licensee and the Third Party Web Service provider
● Licensee is solely responsible for executing any agreements required in connection with the use of the
Third Party Web Services, including any agreements to process and transfer personal data required under
applicable law.
● The Third Party Web Service’s API and the Third Party Web Service are excluded from all SAP
representation, warranties, indemnifications and support obligations.
● Licensee expressly agrees to indemnify SAP, its officers, employees, agents and subcontractors from and
against all claims, liabilities, losses, damages and costs (including reasonable attorney fees) suffered by
SAP arising from the use of any Third Party Web Services by Licensee or its Affiliates.
● SAP may throttle, suspend or terminate the Licensee’s access to the Third Party Web Service’s API
through the Product if Licensee violates or causes SAP to violate Third Party Web Service provider’s terms
of service or other applicable Third Party Web Service provider agreements or policies (including, without
limitation, exceeding any data or usage limits).

Add Facebook Social Media Channels [page 328]

Add Facebook as a channel to create tickets and route them to service agents.

Add Twitter Social Media Channels [page 333]

Add Twitter handle to create tickets and route them to service agents.

Add YouTube Social Media Channels [page 339]

Create a YouTube social media channel to process comments from YouTube video pages into service
tickets, which can be routed for processing.

Add WeChat Social Media Channels [page 342]

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 Add WeChat as a channel to create tickets and route them to service agents.

Use Custom Social Channels [page 345]

You can integrate our solution with different external systems for the purpose of creating service
tickets. This requires you to create custom channels.

Configure Sprinklr Integration [page 350]

Get more information on adding support for Instagram using Sprinklr integration.

11.2.1 Add Facebook Social Media Channels

Add Facebook as a channel to create tickets and route them to service agents.

Customers can send either public messages by commenting on your company's Facebook wall or send private
messages by messaging your company using Facebook.

Your response is automatically public if the customer message was public, or private if the customer message
was private.

Example scenarios:

● If you reply to a Facebook message, your response is sent to Facebook as a reply to the customer's original
message.
● If your company's Facebook page allows nested commenting and your solution is configured to support it,
you can reply to comments on a post. Your response appears underneath the original comment.

11.2.1.1 Create Facebook App

Administrators must set up a Facebook App for use with SAP Cloud for Customer, to access your Facebook
pages and import Facebook posts, comments, or Facebook Messenger messages.

Prerequisites

● You have a Facebook account and have the developer access to this account.
● You've created a Facebook App to use with your pages.

Context

You must set up a Facebook App for use with SAP Cloud for Customer. The App is used to access various pages
you want to monitor and to extract posts from. By using one or more applications, most rate limit errors can be
eliminated.

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  Restriction

Facebook must review your App before it can be used. The review process can take up to 3 weeks. Be sure
to allow for this time when planning your implementation. For more information on the Facebook review
process, see the related links at the end of this topic.

 Note

The following is an example of the steps you can follow to create a new Facebook App. Texts and field labels
can be different. For more information, refer to Facebook developer documentation.

Procedure

1. Log on to your Facebook for Developers page.

2. Go to My Apps to add a new App.

3. Go to Settings Basic and enter the following information:

○ Display Name: the name that appears whenever agents respond to a ticket from the channels using the
App. For example, 2 hours ago via< display name>.
○ App Domains: enter ondemand.com.
○ Website: maintain the site URL with your SAP Cloud for Customer tenant URL.

4. Go to PRODUCTS Facebook Login Settings and enter Valid OAuth Redirect URIs. The URL should
be in this format: https//myXYZ.crm.ondemand.com/sap/byd/oauth/facebook.
5. Note down App ID and App Secret as you need to enter these values in SAP Cloud for Customer when
creating Facebook channels.

Related Information

https://developers.facebook.com/docs/apps/review/
https://developers.facebook.com/blog/post/2018/07/02/app-review-deadlines-approaching/
https://blogs.sap.com/2019/07/19/facebook-page-and-sap-cloud-for-service-integration-requires-facebook-
app-review/

11.2.1.2 Configure Facebook Social Media Channel

Configure Facebook accounts as communication channels to support your service organization.

The system can retrieve messages from a Facebook page, and agents can post their responses back to that
page. As a prerequisite to this task, you must set up a social media channel for the Facebook page.

To view or edit existing Facebook channels, click the channel ID in the list to view the details screen.

Once you've created and connected your channel,

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● Create and schedule a social media message import run for the channel.
● Create a routing rule for the channel.

11.2.1.3 Set Up Facebook Social Media Channel

Administrators can create a Facebook channel to enable processing and routing messages.

Prerequisites

● You have a Facebook account and have access to that account.

● You have requested Facebook App permissions: manage_pages and publish_pages.
● (Optional): You have enabled Facebook Direct Message Integration scoping element in your solution. If
Facebook Direct Message is enabled, you should have requested Facebook App permission
page_messaging.
● (Optional): You have enabled Reply to Facebook Comments feature.

Procedure

1. Go to Administrator Service and Social Settings .

2. Under Social Media, choose Social Media Channels and click New.
3. Select the Channel Type, in this case, Facebook.
4. Define the Advanced Settings:
a. Enter App ID and App Secret for the Facebook App you want to use with the channel.

You can find these values on your Facebook for Developers page.
b. Select a date and time for the initial import run. The initial import is the first import of messages from a
channel.

This setting indicates a specific date and time from which messages are imported once an import run
has been scheduled for the channel. It allows you to front load the system with, for example, all
messages from the last 30 days.
c. Choose whether to remove the assigned processor for reopened tickets from Facebook using the
Remove Assigned Processor switch.

If the switch is on, the Assigned To field of the reopened ticket from Facebook is empty, which means
the original processor of this ticket is removed. If the switch is off, the processor who closed the ticket
is directly assigned to the ticket when it's reopened from Facebook.
5. Click Connect with Channel.

The Facebook logon page opens in a new browser window.

6. Log on to Facebook. If the site asks you to allow the access to your app, allow it.
7. Once you see the message that your account has been authenticated, you can close the window and return
to the system.

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8. Next, set up the channel.
9. Click Get Account Details.
10. Select a page to configure and complete the following column fields in the table:

Column Description

Select for Monitoring This enables inbound messages.

 Caution
You must select this in order to enable the system to receive inbound mes­
sages from Facebook.

Block Responses This disables outbound messages from the system to the Facebook page.

Select this option if you're just testing a page to avoid any inadvertent responses
or broadcast messages.

Channel ID You can define the channel ID in a way that is meaningful to you. For example, all
Facebook channels have a similar naming convention.

 Caution
This is the only chance you have to define the channel ID. After you save your
entries, the field switches to read-only and can no longer be edited.

Channel This is the display name throughout the system for the channel. For example, in
the ticket or customer details.

It's automatically populated with the Facebook account name associated with the
channel and can't be edited.

Language Select the native language of the channel.

 Note
This language setting is used for text analysis to extract keywords and senti­
ments.

It doesn't mean that messages posted in other languages to this channel will
not be retrieved though text analysis will still be performed in the native lan­
guage of the channel, so keyword and sentiment results may vary.

If no language is selected, text analysis is performed for English.

Ticket Type Ticket is created with a specified ticket type. If no ticket type is specified,
service request is applied as the default value.

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 Column Description

Customize Status for Reopened By default, a social ticket reopened by a customer's comment or direct message is
Ticket set to the In Process status. When this switch is turned on, you can set a custom
status for all the completed social tickets reopened from this channel.

 Note
○ Before you can enable this feature for tickets reopened through direct
messages, you need to select Add to Completed Ticket from the Direct
Messages dropdown menu.
○ Follow-up workflow rules based on the custom status are not applicable.

11. Save your entries.

12. The Facebook page is now set up as a social media channel in the system and can be selected from the list
of available channels when creating a social media message import run.

11.2.1.4 Create Social Media Message Import Run

Your administrator would set up and trigger a Social Media extraction run.

Context

Set up social media channels to import your content from SAP Social Media Analytics and create different
tickets types.

Procedure

1. Go to Administrator Service & Social Social Media Channels .

2. You would see the list of the Social Media Channels that are set up in the system.

3. In the list, when you click the Channel Id field, the Social Media Channel Import Run screen displays.
4. Clicking the Channel field would take you to that social media channel page, such as: Facebook.
5. Log in to Facebook or Twitter or YouTube as a standard user and go to the specific page and enter a post
there.

6. Next, you would have to schedule the extraction run from the Social Media Channel Import Run
screen and schedule it to run immediately. You can also schedule a run for every 3 minutes.
7. Once you schedule the extraction run, the messages from the Facebook or Twitter or YouTube are
extracted into our system. The social media messages are extracted and created within our solution as
Tickets. You would be able to see the new ticket by going into the Tickets work center, or if you want to look

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 at the messages you could also go to Service - Social Media Messages and view the extracted messages
there.
8. To create mass processing of messages, create a few messages on Facebook or Twitter or YouTube by
different users and trigger the extraction run. This would result in the mass creation of Tickets.

11.2.1.5 Enable Facebook Direct Message Integration

If you want to support Facebook direct messaging, then you must enable the Facebook Direct Message
Integration scoping element in your solution. You can also use the nested Facebook comments feature for
which you would have to enable nested comments on your company's Facebook page.

To enable Facebook Direct Message Integration, go to Business Configuration Edit Project Scope [Your
implementation project] Questions Service Customer Care Service Request Management Facebook
Direct Message Integration , and select the question: Do you want to support direct messages for Facebook
channels?

To enable the Reply to Facebook Comments feature, select the question: Do you want to allow agents to reply
to Facebook comments?

11.2.1.6 View and Edit Facebook Channels

Administrators can view and edit the existing Facebook channels.

Procedure

1. Go to Administrator Service & Social Social Media Channels .

The list of the Social Media Channels that are set up in the system appears.
2. To view or edit existing Facebook channels, click the channel ID in the list to view the details screen.

11.2.2 Add Twitter Social Media Channels

Add Twitter handle to create tickets and route them to service agents.

You can use Twitter to do the following:

● You can use Twitter to send a private message provided user follows the Twitter handle of the company
used in the response.
● You can retweet a message to Twitter that is posted by a customer. Hover your mouse over the message in
Interactions and choose Retweet. The message would be posted on your company Twitter page.
● You can set the channel to active.

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● You can set the channel to read-only.
● You can also select an alternative response channel, which is helpful when the organization has a primary
branding or marketing Twitter handle and a secondary customer service handle such as: @BrandX vs.
@BrandXhelp.
● You can select the logging level.

If you reply to a tweet, your response would be sent to Twitter as a reply to the original tweet from the
customer.

Public responses to Twitter tickets are limited to 280 characters, including spaces. If you enter a message
greater than 280 characters, the response is not sent . The solution counts the remaining available characters
as you type.

11.2.2.1 Set Up Twitter Application

Administrators must set up a Twitter application for use withSAP Cloud for Customer, to access your Twitter
account and extract Tweets.

Prerequisites

● You have requested the Read, Write and Direct Messages permissions for your Twitter application.
● You have a Twitter account and developer access to that account.
● You have created a Twitter application for use with your handle(s).

Context

You can avoid most rate limit errors by using one or more applications. The following is an example of the steps
you can follow to create a Twitter application.

 Note

Texts and field labels may be different. For more information, see the Twitter developer documentation
http://dev.twitter.com/docs.

You have the log-on information for the Twitter handle.

Procedure

1. Log on to your Twitter developer page (http://dev.twitter.com).

2. Go to your applications page.

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3. Create a new application.
4. Complete the application details and save your entries.

Next Steps

For both the Website and the Callback URL, you should enter your SAP Cloud for Customer tenant URL (http://
<your tenant>.ondemand.com)

Once you have created the application and saved your settings, you need to note the Consumer key and
Consumer secret as you'll need to enter these values in SAP Cloud for Customer when creating Twitter
channels.

11.2.2.2 Configure Twitter Social Media Channel

Administrators can configure Twitter handles as communication channels to support your service organization.
Channels can be configured to create tickets and route them to service agents.

To retrieve messages and enable agents to respond via Twitter handle, administrators must set up a social
media channel for that handle. Once you have connected your channel, create and schedule the import run for
message extraction. Finally, define the routing rules for the channel so that tickets get assigned to the right
teams or agents.

To view or edit existing Twitter channels, click on the channel ID in the list to view the details screen.

11.2.2.3 Create Social Media Message Import Run

Your administrator would set up and trigger a Social Media extraction run.

Context

Set up social media channels to import your content from SAP Social Media Analytics and create different
tickets types.

Procedure

1. Go to Administrator Service & Social Social Media Channels .

2. You would see the list of the Social Media Channels that are set up in the system.

3. In the list, when you click the Channel Id field, the Social Media Channel Import Run screen displays.

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4. Clicking the Channel field would take you to that social media channel page, such as: Facebook.
5. Log in to Facebook or Twitter or YouTube as a standard user and go to the specific page and enter a post
there.

6. Next, you would have to schedule the extraction run from the Social Media Channel Import Run
screen and schedule it to run immediately. You can also schedule a run for every 3 minutes.
7. Once you schedule the extraction run, the messages from the Facebook or Twitter or YouTube are
extracted into our system. The social media messages are extracted and created within our solution as
Tickets. You would be able to see the new ticket by going into the Tickets work center, or if you want to look
at the messages you could also go to Service - Social Media Messages and view the extracted messages
there.
8. To create mass processing of messages, create a few messages on Facebook or Twitter or YouTube by
different users and trigger the extraction run. This would result in the mass creation of Tickets.

11.2.2.4 Create a Twitter Social Media Channel

Create a Twitter channel in the solution.

Context

Go to Administrator Service and Social Settings then under Social Media, choose Social Media Channels
and click New.

Procedure

1. Select the Channel Type, in this case, Twitter.

2. Define the Advanced Settings.
a. Enter the Consumer Key and Consumer Secret for the Twitter application you want to use with the
channel.
You can find these values on your Twitter developers page (http://dev.twitter.com/apps).
b. Choose whether to remove the assigned processor for reopened tickets from Twitter using the Remove
Assigned Processor switch.

If the switch is on, the Assigned To field of the reopened ticket from Twitter is empty which means the
original processor of this ticket is removed. If the switch is off, the processor who closed the ticket is
directly assigned to the ticket when it is reopened from Twitter.
3. Click Connect with Channel.
4. The Twitter log-on page will open in a new browser window.
5. Log in to your Twitter account and authorize the application.
6. Once you see the message that your account has been authenticated, you can close the window and return
to the system.

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7. Set up the channel.
8. Click Get Account Details.
9. Complete the following channel settings:

Setting Description

ID You can define the channel ID in a way that is meaningful to you. For example,
all Twitter channels may have a similar naming convention.

 Caution
This is the only chance you have to define the channel ID. After you save
your entries, the field switches to read-only and can no longer be edited.

Channel This will be the display name throughout the system for the channel. For exam­
ple, in the message or customer account details.

It is automatically populated with the Twitter account name associated with the
channel and cannot be edited.

Language Select the native language of the channel.

 Note
This language setting is used for text analysis to extract keywords and sen­
timent. Messages posted in other languages to this channel will still be re­
trieved, but text analysis will be performed in the native language of the
channel so keyword and sentiment results may vary.

If no language is selected, text analysis is performed for English.

Block Responses This disables outbound messages from the system to the Twitter handle.

You should select this option if you are just testing a page to avoid any inadver­
tent responses or broadcast messages.

Twitter Account for Responses This allows you to add a separate response handle to the channel—so that re­
sponses sent by agents come from a different account than the one used to re­
trieve the original customer message. This essentially allows you to define one
account as your primary response handle by setting the same response ac­
count for several, or all of, your Twitter channels.

Prerequisites: You have created a channel for the Twitter account you plan to
use as the response handle.

 Restriction
The response account applies only to public messages sent to your Twitter
accounts. Responses to direct messages must originate from the receiv­
ing account, because Twitter does not allow proxy responses to direct
messages.

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 Setting Description

Customize Status for Reopened By default, a social ticket reopened by a customer's comment or direct mes­
Ticket sage is set to the In Process status. When this switch is turned on, you can set a
custom status for all the completed social tickets reopened from this channel.

 Note
○ Before you can enable this feature for tickets reopened through direct
messages, you need to select Add to Completed Ticket from the Direct
Messages dropdown menu.
○ Follow-up workflow rules based on the custom status are not applica­
ble.

10. Save your entries.

11. The Twitter handle is now set up as a social media channel in the system and can be selected from the list
of available channels when creating a social media message import run.

Next Steps

● Create and schedule a social media message import run for the channel.
● Create a routing rule for the channel.

Related Information

Create Social Media Message Import Run [page 332]

Configure Ticket Routing Rules [page 77]

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11.2.3 Add YouTube Social Media Channels

Create a YouTube social media channel to process comments from YouTube video pages into service tickets,
which can be routed for processing.

11.2.3.1 Configure YouTube Social Media Channel

Configure YouTube accounts as communication channels to support your service organization. Channels can
be configured to create tickets and route them to service agents.

Set up a social media channel for the YouTube account to retrieve comments from a YouTube video, and enable
agents to post responses back to that video page. Once you've connected your channel, complete the following
steps:

● Create and schedule a social media message import run for message extraction.
● Create routing rules for the channel so that tickets get assigned to the right teams or agents.

11.2.3.2 Set Up a Google Project

Administrators would create a Google project to access the various video pages you want to monitor and to
extract comments.

Context

Create a Google account and note the client ID and client secret, as this information will be required when you
set up a YouTube channel.

Procedure

1. Create a Project at.https://console.developers.google.com .

2. If necessary, select the project you just created.
3. Select APIs & Services in the sidebar on the left.
4. Search for and enable the YouTube Data API v3 and Google+ API in the list of APIs.
5. Select Credentials under APIs & Services in the sidebar on the left.
6. Select OAuth consent screen.
7. Fill in the e-mail address and the Product Name. The rest of the fields can be left blank.
8. Save the consent screen information you just entered.
9. Select Credentials and then Choose OAuth Client ID under Create credentials.

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10. Select Application Type as Web Application.
11. Add your system tenant URL in the <Redirect URIs> field. (example: https://
my12345.ondemand.com/sap/byd/oauth/google).
12. Select Create and note the Client ID and Client secret. You'll need them to configure the social media
channel associated with this project in your cloud solution.

11.2.3.3 Create a YouTube Social Media Channel

Administrators can create a YouTube channel to enable processing and routing messages.

Prerequisites

Before you can set up a social media channel for your YouTube account, you must do the following:

● Create a Google account and note the client ID and client secret.
● Create a YouTube channel with the Google Account to process comments on your YouTube channel.

Procedure

1. Go to Administrator Service and Social Social Media , and choose Social Media Channels
New .
2. Define the Advanced Settings.
a. Enter the <Client ID>, and <Client Secret>.
b. Choose whether to remove the assigned processor for reopened tickets from YouTube using the
Remove Assigned Processor switch.

If the switch is on, the Assigned To field of the reopened ticket from YouTube is empty which means the
original processor of this ticket is removed. If the switch is off, the processor who closed the ticket is
directly assigned to the ticket when it is reopened from YouTube.
3. Enter the <Client ID>, and <Client Secret> in under Advanced Settings section.
4. Choose Connect with Channel, and log in with your Google account e-mail address. Accept the conditions.
The new YouTube channel is now authenticated and connected to your system.
5. Choose Get Channel Details and enter the following information:

Value Description

ID You can define the channel ID in a way that is meaningful to you. For ex­
ample, all YouTube channels may have a similar naming convention.

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 Value Description

 Note
This is the only chance you have to define the channel ID. After you
save your entries, the field switches to read-only and can no longer
be edited.

Channel Name This would be the display name throughout the system for the channel.
For example, in the ticket or customer details.

It is automatically populated with the YouTube account name associ­

ated with the channel and cannot be edited.

Block Responses This disables outbound messages from the system to the YouTube
video page.

You should select this option if you are just testing a page to avoid any
inadvertent responses or broadcast messages.

Customize Status for Reopened Ticket By default, a social ticket reopened by a customer's comment or direct
message is set to the In Process status. When this switch is turned on,
you can set a custom status for all the completed social tickets reop­
ened from this channel.

 Note
○ Before you can enable this feature for tickets reopened
through direct messages, you need to select Add to Completed
Ticket from the Direct Messages dropdown menu.
○ Follow-up workflow rules based on the custom status are not
applicable.

6. Save the channel entries.

11.2.3.4 Create Social Media Message Import Run

Your administrator would set up and trigger a Social Media extraction run.

Context

Set up social media channels to import your content from SAP Social Media Analytics and create different
tickets types.

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Procedure

1. Go to Administrator Service & Social Social Media Channels .

2. You would see the list of the Social Media Channels that are set up in the system.

3. In the list, when you click the Channel Id field, the Social Media Channel Import Run screen displays.
4. Clicking the Channel field would take you to that social media channel page, such as: Facebook.
5. Log in to Facebook or Twitter or YouTube as a standard user and go to the specific page and enter a post
there.

6. Next, you would have to schedule the extraction run from the Social Media Channel Import Run
screen and schedule it to run immediately. You can also schedule a run for every 3 minutes.
7. Once you schedule the extraction run, the messages from the Facebook or Twitter or YouTube are
extracted into our system. The social media messages are extracted and created within our solution as
Tickets. You would be able to see the new ticket by going into the Tickets work center, or if you want to look
at the messages you could also go to Service - Social Media Messages and view the extracted messages
there.
8. To create mass processing of messages, create a few messages on Facebook or Twitter or YouTube by
different users and trigger the extraction run. This would result in the mass creation of Tickets.

11.2.4 Add WeChat Social Media Channels

Add WeChat as a channel to create tickets and route them to service agents.

Customers can associate the WeChat account with either an individual customer (in B2C scenario) or with the
contact of an account (in B2B scenario) in the solution. Then they can directly create service tickets from
WeChat, and the service agents can post response back to WeChat from service tickets.

 Note

To associate WeChat account with the contact of an account, the following scenarios are supported:

● One contact has only one WeChat account and the account follows one or more WeChat official
accounts.
● One contact has more than one WeChat accounts and each WeChat account follows different WeChat
official accounts.

The following scenario is not supported:

One contact has more than one WeChat accounts and more than one WeChat accounts follow the same
WeChat Official account.

Before proceeding with the WeChat integration, ensure that the following prerequisites are met:

● You have registered a WeChat official account with Subscription Account type from the WeChat Official
Account platform.
● The API you need is included in our solution. For the list of APIs provided by our solution, see OData at
https://help.sap.com/doc/d0f9ba822c08405da7d88174b304df84/LATEST/en-US/index.html.
● You have set up an intermediate app server to send and receive messages between WeChat Server and our
solution.

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11.2.4.1 Deploy Intermediate App Server

You can deploy the intermediate app server on SAP Cloud Platform or any third-party cloud platform.

For the process flow example and the sample code for B2C scenario, see: https://blogs.sap.com/2018/02/28/
integration-of-wechat-and-c4c-service-ticket-on-html5-client/ .

For the process flow example and the sample code for B2B scenario, see: https://github.com/kellynlee/
C4CODataSampleCode .

11.2.4.2 Create Mashup Service for WeChat

Administrators can create a mashup service for WeChat to enable the interaction between the intermediate
server and the solution.

Context

Create a mashup service for WeChat and note down the Service ID as it is required when you create the WeChat
Channel.

Procedure

1. Go to Administrator Business Flexibility Mashup Web Services .

2. Choose New REST Service .

3. In the REST Service popup window, enter the following information:
○ Service Name: Enter the mashup service name of your choice.
○ Authorization Method: Choose an authorization method of your choice.
○ Service Protocol: XML
○ HTTP Method: Post
○ Content Type: Form
○ URL: <server_address_of_intermediate_app_server>/<API_name_you_defined>
4. In the Input Parameters section, choose Add Row to add a parameter, with the name Content, and set it as
mandatory.
5. Save your entries and Activate the mashup service.

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11.2.4.3 Create a WeChat Channel

Administrators can create a WeChat channel in the solution.

Procedure

1. Go to Administrator Service and Social .

2. In the Social Media section, choose Social Media Channels.
3. In the Social Media Channels popup window, choose New.
4. In the Social Media Channel Setup popup window, select the Social Media Channel Type, in this case
WeChat.
5. Enter the following channel information.

Setting Description

Channel ID Define the channel ID in a way that is meaningful to you.

 Caution
After you save your entries, the field switches to read-only and can no longer be
edited.

Channel The display name for the channel in the solution.

MashUp Service ID The service ID of the mashup service you have created for the WeChat Channel.

Customize Status for Reop­ By default, a social ticket reopened by a customer's comment or direct message is set
ened Ticket to the In Process status. When this switch is turned on, you can set a custom status for
all the completed social tickets reopened from this channel.

 Note
○ Before you can enable this feature for tickets reopened through direct mes­
sages, you need to select Add to Completed Ticket from the Direct Messages
dropdown menu.
○ Follow-up workflow rules based on the custom status are not applicable.

6. Save your entries.

11.2.4.4 View and Edit WeChat Channels

Administrators can view and edit WeChat channels.

After you have created a WeChat channel, you can view and edit the channel. Go to Administrator Service
and Social Social Media Channels and choose the Channel ID of the WeChat channel you want to view or
edit.

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11.2.5 Use Custom Social Channels

You can integrate our solution with different external systems for the purpose of creating service tickets. This
requires you to create custom channels.

11.2.5.1 Configure Custom Channels

Create a custom channel type to communicate with external systems to generate service tickets.

Creating and configuring custom channels involves the following steps:

1. Create a custom channel type.

2. Add a custom channel.
3. Configure a custom channel.
4. Set up a Mashup Web Service for a Custom Channel.

11.2.5.2 Create a Custom Channel Type

Create a custom channel type and add the custom channel.

Context

Procedure

1. Go to Business Configuration Implementation Projects .

2. Select the project for which you want to create the channel type.
3. Select Open Activity List.
4. Select Fine-Tune and then All Activities in Show.
5. Select Fine-Tune and then All Activities in Show.
6. Click Create or Delete Custom Channel Type to open the channel.
7. Click Add. Enter the channel type code and the name of the channel.
8. Save your selections.

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11.2.5.3 Add a Custom Channel

Set up a custom channel in order for the system to retrieve messages from and enable agents to respond via a
custom channel type.

To set up a custom channel, choose Administrator Service and Social Settings Social Media Channels .

You need the ID of the mashup web service you have previously created to respond to a custom channel.

1. Navigate to Administrator Service and Social Settings Social Media Channels .

2. Click New.
3. For Channel Type, select the channel name that you previously created.
4. Enter the mashup web service ID that you have created for the response.
5. Enter your Channel ID, Channel Name, and Language. You can choose to set the channel to Listen Only
mode while you are setting up the system.

 Tip

Listen Only Mode disables outbound messages from the system to the custom channel. You should
select this option if you are testing a page to avoid any inadvertent responses or broadcast messages.

6. Save your options.

11.2.5.4 Maintain Configurations for a Custom Channel

Configure your SAP Cloud for Customer system to communicate with any channel.

To enable your system to send response messages to an external system, the external system should expose a
web service. The web service should accept the content type Form and parameter name = “content”. The
parameter content contains the JSON string, which has the response message. The JSON string appears in the
following format:

This parameter contains:

"original_id": “<Identifier from social media channel e.g. Bazaar Voice (String)>”

"sma_id": “<Unique ID for service request fromSAP Service Cloud, if one exists (String)>”

"service_req_no": “<Unique ID for service request from SAP Service Cloud, if one exists(String)>”

"text": “<Text of the message/comment/SMA*(String)>”

"sma_create_datetime": “<Date Time at which media message was created (UTC String)>”

"private_ind": “<Indicator that social media activity is posted privately(String – “true”/”false”)>”

“author_name”: “<Agent’s Name(String)>”

"author_email": “<Agent’s Email(String)>”

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original_id Original Identifier from social media channel (from Generic
Channel for example, Bazaar Voice)

sma_id Social media activity (Internal ID from SAP Cloud for Social
Engagement or SAP Service Cloud) Identifier.

service_req_no Unique ID for service request from Service Request (original

internal ticket ID from SAP Cloud for Social Engagement or
SAP Service Cloud)

Text Social media message text

sma_create_datetime Point in time at which social media message was created in

the social media channel (UTC)

private_ind Indicator that social media activity is posted privately

author_name Name of the agent who composed the response

author_email E-mail of the agent who composed the response

 Example

Content Type = 'application/x-www-form-urlencoded' Post parameter name = ‘content’

Content =

{"original_id":"083020120506","sma_id":"12942","service_req_no":"8789","author_name":"","author_emai
l":"","sma_create_datetime":"2012-10-09T22:55:30Z","private_ind":"FALSE","text":"tests49"}

Follow-On Tasks

● Set Up a Mashup Web Service for a Custom Channel [page 348].

11.2.5.5 Create a Communication System

Create a communication system for configuring a custom channel.

Procedure

1. Choose Administrator General Settings Integration Communication Systems .

2. Click New.
3. Enter the hostname.
4. For the System Access Type, choose Internet.

5. Save your entries and activate the communication system. Select Actions Set to Active .

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11.2.5.6 Create a Communication Arrangement

Create a communication arrangement for configuring a custom channel.

Procedure

1. Go to Administrator General Settings then under Integration, click Communication Arrangements.

2. Click New.
3. For the communication scenario, select Customer Service Portal Integration. Click Next.
4. Select the System Instance ID of the communication system you created for your customer service portal.
Click Next.
5. For Authentication Method, User ID and Password is the recommended option.
6. Click Edit Credentials and enter the user and password information for the Web site. Click Next.
7. A check for completeness is recommended.
8. Click Finish. The communication arrangement is saved and activated.

11.2.5.7 Set Up a Mashup Web Service for a Custom Channel

Administrators would have to create a mashup web service to respond to a custom channel.

You have set up the channel type, and must have a web service URL that accepts the standard response JSON
interface.

Each channel you set up using SAP Social Media Analytics is connected to only one SAP Social Media Analytics
topic. Each topic requires a separate web service.

 Example

If you have three topics defined on SAP Social Media Analytics that you want to use to monitor your custom
channel, you must set up three separate web services, and three separate social media channels.

The custom channel used for responding to the messages captured via SAP Social Media Analytics can be the
same. For more information on setting up Twitter social media channels using SAP Social Media Analytics, see.

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11.2.5.8 Create a Mashup Web Service

Create a mashup web service for responding to a custom channel.

Procedure

1. Choose Administrator Business Flexibility Mashup Web Services .

2. Click New. The recommended service to select is the REST Service.

A SOAP service can be used, but the REST service is recommended.

3. Enter the required information as follows:
○ Enter the Service Name
○ Choose an Authentication Method based on your needs. Fields for user name and password will
appear.
○ Enter the user name and password for your service.
○ For Service Protocol, choose XML.
○ For HTTP Method, choose POST.
○ Enter the URL from the Web service that you have setup.
4. In the Input Parameters section, add rows to the table for each parameter defined for your channel.
5. Save your entries.
The Service ID for the newly created Web service must be entered manually when creating the associated
custom channel. For more information, see Adding an SAP Social Media Analytics Social Media Channel.

Next Steps

As a follow-on task, add a custom channel. For details, see Add a Custom Channel [page 346]

11.2.5.9 Create Social Media Message Import Run

Your administrator would set up and trigger a Social Media extraction run.

Context

Set up social media channels to import your content from SAP Social Media Analytics and create different
tickets types.

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Procedure

1. Go to Administrator Service & Social Social Media Channels .

2. You would see the list of the Social Media Channels that are set up in the system.

3. In the list, when you click the Channel Id field, the Social Media Channel Import Run screen displays.
4. Clicking the Channel field would take you to that social media channel page, such as: Facebook.
5. Log in to Facebook or Twitter or YouTube as a standard user and go to the specific page and enter a post
there.

6. Next, you would have to schedule the extraction run from the Social Media Channel Import Run
screen and schedule it to run immediately. You can also schedule a run for every 3 minutes.
7. Once you schedule the extraction run, the messages from the Facebook or Twitter or YouTube are
extracted into our system. The social media messages are extracted and created within our solution as
Tickets. You would be able to see the new ticket by going into the Tickets work center, or if you want to look
at the messages you could also go to Service - Social Media Messages and view the extracted messages
there.
8. To create mass processing of messages, create a few messages on Facebook or Twitter or YouTube by
different users and trigger the extraction run. This would result in the mass creation of Tickets.

11.2.6 Configure Sprinklr Integration

Get more information on adding support for Instagram using Sprinklr integration.

If you are interested in Instagram integration to SAP Cloud for Customer, you can request more information at:
https://www.sprinklr.com/the-way/sprinklr-app/sap-hybris-cloud-customer/

11.3 Computer Telephony Integration (CTI) Communication

Channel

This document is intended for customers and partners who want to integrate their third party Computer
Telephony Integration (CTI) adapters and widgets with SAP Cloud for Customer.

SAP Service Cloud can integrate with external computer telephony integration (CTI) solutions to support
service processes. Download and install the CTI connector, and save the CTI Client Adapter shortcut to your
desktop.

Your administrator can customize the CTI adapter behavior by downloading the project source code for the
SAP Cloud for Customer CTI Client Adapter from the Service Marketplace Software Download area.

Depending on your CTI provider your administrator may also have the option to use widget-based integration
to the solution. Widget-based integration eliminates the need for an external telephony client app and the
adapter download.

This video demonstrates how to set up computer telephony integration with your SAP Cloud for Customer
system.

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 CTI Call Process Flows [page 351]
See how the system processes out and inbound call information and passes call information to and
from your CTI system.

Computer Telephony Integration Options [page 353]

You have the option to integrate third party CTI options with our solution using a third party adapter or
widget.

Set Up Inbound Call Handling [page 378]

SAP Cloud for Customer does not have a native Computer Telephony Integration (CTI) capability;
instead is able to integrate to other CTI solutions to support service processes.

Set Up Outbound Call Handling (Click-to-Call) [page 389]

You can make a phone call from any screen within our solution with the click of a mouse. With CTI
integration enabled, outbound calls also create a phone activity linked to the call.

Use Live Activity Search [page 400]

Live Activity Search in the Fiori client works in the same way for inbound and outbound calls.

Custom Live Activity Customer Search BAdI Exit [page 407]

Live Activity Center provides you with the option to identify customers for incoming calls by using
custom logic with BAdI Exits.

Support for Multiple CTI Vendors [page 410]

Multiple computer telephony integration (CTI) systems can be configured for one SAP Cloud for
Customer tenant.

11.3.1 CTI Call Process Flows

See how the system processes out and inbound call information and passes call information to and from your
CTI system.

11.3.1.1 Outbound Calls (Click-to-Call)

SAP Cloud for Customer supports initiating outbound calling from any screen within our solution via click-to-
call feature.

 Note

Maintain computer telephony integration (CTI) vendor integration to use the call feature. Call handling is
done on CTI vendor application.

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11.3.1.2 Inbound Calls
SAP Cloud for Customer supports inbound calling with display screen of incoming caller information.

 Note

Maintain computer telephony integration (CTI) vendor integration to use the call feature. Call handling is
done on CTI vendor application.

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11.3.2 Computer Telephony Integration Options

You have the option to integrate third party CTI options with our solution using a third party adapter or widget.

Adapter Integration [page 354]

Adapter integration lets you integrate their third party Computer Telephony Integration (CTI) adapters
with SAP Cloud for Customer solution.

Integrate External Telephone System Widget with SAP Cloud for Customer [page 365]
When using a widget based integration for external telephony system, we provide you with the following
options.

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11.3.2.1 Adapter Integration

Adapter integration lets you integrate their third party Computer Telephony Integration (CTI) adapters with
SAP Cloud for Customer solution.

Parent topic: Computer Telephony Integration Options [page 353]

Related Information

Integrate External Telephone System Widget with SAP Cloud for Customer [page 365]

11.3.2.1.1 Prerequisites

These items are required to integrate your CTI solution to SAP Cloud for Customer.

Supported Operating Microsoft Windows Vista or later

System

Client-Side Only client-side Integration is supported so you must have a client-side application to
Application communicate via the built in adapter.

Agents using the CTI solution must have this client-side application running on their
desktop.

Microsoft® Visual In order to enable the outbound call feature, you need to use Microsoft® Visual Studio
Studio to edit the CTI Connector project.

SAP Cloud for The adapter must be installed and run on each agent's desktop.
Customer CTI Client
Adapter The installation file for the CTI Client Adapter is available on the Downloads page of
SAP Cloud for Customer.

 Note

If you want to use the https protocol to connect to your CTI client, you must start
the adapter with administrator rights (right-click and select run as administrator).

If you are not using https, you can start the adapter normally.

SAP Service Access to SAP Service Marketplace is required to download the CTI Connector project
Marketplace used for enabling outbound calls.

 Note

Access restrictions for Live Activity are determined from the Queue workcenter. Therefore any user or role
assigned Live Activity must also be assigned Queue.

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11.3.2.1.2 Architecture

A high level overview of the architecture that allows CTI integration with SAP Cloud for Customer.

Inbound calls are achieved using a parameterized URL that your client-side application passes to the SAP
Cloud for Customer CTI Client Adapter. This allows the call attached data to display in the Live Activity pane in
the solution.

Outbound calls are achieved by using a DLL which passes the dial out phone number from SAP Cloud for
Customer to your CTI solution and in which you have included the necessary dial-out logic.

The architecture of the completed integration is modeled in the following diagram.

SAP Cloud for Customer CTI Integration Architecture

11.3.2.1.3 Enable Inbound Calls

URL parameters required to enable inbound phone calls.

Inbound call integration uses a parameterized URL call from the CTI desktop client to the SAP Cloud for
Customer CTI Client Adapter to pass information like the ANI, DNIS, and CAD to the solution.

The URL is: http://localhost:36729/?

CID=<cid>&ANI=<phonenum>&DNIS=<phonenum2>&<cad1=xxxx&cad2=yyyy>.

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Additional parameters can be added to the URL so that extra information can be passed to SAP Cloud for
Customer.

The following table lists the parameter names and the information each parameter contains:

Can Be Enabled for Default Live Activ­

Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

 Note

All of these parameters are included in the following extension spot, available in the SDK:
ES_COD_CTI_CALL_HANDLING

Your customer requires that the following data is passed from your CTI solution to their SAP solution:

ANI (Dialing From): 408-361-3611 External ID: 56432156787890

Number Dialed: 1-800-455-5555 Custom_1: value1

AccountID 1000655 Custom_2: value2

Serial Number XY234567T Custom_3: value3

TicketID 8003456 Custom_4: value4

You would enter the following URL:

http://localhost:36729/?
CID=BCM1234&ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&Tick
etID=8003456&
ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu31&
Custom_4=value4.

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Example

Example of C# code to send a parameterized call to SAP Cloud for Customer:

urlparam1 =
“ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&TicketID=8003
456&”;
urlparam2 = urlparam1 +
ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu3
1&Custom_4=value4”;
“url = http://localhost:36729/?CID=BCM1234&” + urlparam2;
HttpWebRequest webReq = (HttpWebRequest)WebRequest.Create(url);
HttpWebResponse WebResp = (HttpWebRequest)webReq.GetResponse();

In this example, Urlparam is split into multiple strings only for better readability.

11.3.2.1.4 Enable Outbound Calls

How to build your DLL file to enable outbound phone calls.

Context

To enable outbound calls, the SAP Cloud for Customer CTI Client Adapter uses the DLL,
CODCTIConnector.dll, which contains a method for handling outbound calls. You must build your own DLL
and in it specify your dial-out logic.

In order to facilitate this process, SAP provides the Microsoft Visual Studio project, CTI Connector. This project
contains the class, OutboundCallHandler, which contains the method, dialOut. The phone number to dial is
passed from the solution (when an agent initiates a call via Live Activity) as the parameter for the method.

To enable outbound phone calls, perform the following steps:

Procedure

1. Download the CTI Connector project from the Help Portal product page here: https://help.sap.com/
http.svc/rc/67be88de0bdd4e53b662fae4f15a2b81/1805/en-US/SAPC4CCTIConnectorSetup.zip and
install it.
2. Open the project in Microsoft Visual Studio.
3. Add the logic in the dialOut method to pass the phone number to the CTI solution (see the following
example for details).
4. Build the DLL and deploy it in CTI Client Adapter file structure.

To deploy the DLL, copy the DLL to C:\Program Files (x86)\SAP\SAP Cloud for Customer CTI
Client.

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5. Restart the adapter.

OutboundCallHandler.cs:

using System;
using System.Collections.Generic;
using System.Linq;
using System.Text;
using System.IO;
using System.Runtime.InteropServices;
namespace SAP.COD.CTI.Connector
{
public class OutboundCallHandler
{
Logger logUtil;
//Add constructor to initiate logging
public OutboundCallHandler()
{
logUtil = new Logger();
}
//Destructor
~OutboundCallHandler()
{
logUtil.Close();
}
public bool dialOut(string dialData)
{
logUtil.writeLog(“Dialed number:” + dialData);
//Add the logic to connect to the CTI system here
return true;
}
}
}
>>> MISSING TARGET TEXT FOR TEXT-ID: 'XTXT_a11y_SPExampleEnd' <<<
Top of Page

11.3.2.1.5 Implement Outbound Calls in Fiori client Via CTI

Adapter

This feature lets you implement and enable the outbound calling feature in SAP Cloud for Customer.

Prerequisites

Ensure Live Activity Center configuration has appropriate settings for the provider. The provider type should be
CTI Adapter and provider URL field should be left blank.

Context

These instructions are pertinent to customers who have integrated using CTI adapter. (Customers using their
own call system need not follow these steps). Follow these steps to enable the Click to Call feature in the Fiori
client via CTI adapter.

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Procedure

1. Uninstall the current version of CTI Adapter installed on your machine.

2. Download and install the latest SAP CTI Adapter from the Download section.

An older version of CTI Adapter (prior to May 2018 release) will not work with Fiori client.
3. Download the CTI Connector project from https://help.sap.com/http.svc/rc/
67be88de0bdd4e53b662fae4f15a2b81/1805/en-US/SAPC4CCTIConnectorSetup.zip on the Help Portal.
4. Extract the zip file and import the project to Microsoft Visual Studio.
5. Open file OutboundCallHandler.cs and add the logic in the dialOut method to pass the phone number and
context information to the CTI solution.
6. Next, save the file and build the project to generate a new SAPCODCTIConnector.dll file.
7. Once the SAPCODCTIConnector.dll file is generated, copy the DLL to: C:\Program Files (x86)\SAP
\SAP Cloud for Customer CTI Client to deploy the DLL.
8. Restart the adapter.

11.3.2.1.6 Create a Security Certificate for HTTPS-Enabled

Computer Telephony Integration (CTI)
You can enable HTTPS security for outbound phone calls made from your solution. To fully enable this feature,
you will need to create a security certificate using the command line.

To make outbound calls, you must have a CTI provider such as SAP Contact Center or an equivalent third-party
product.

After you complete this process, end-users will be able to call customers directly from the solution without
having to navigate to another system.

Tasks

Example: Creating a Security Certificate in the Command Line

 Example

Enter the following into the CMD prompt: button

1. makecert -n "CN=CODCTI Authority" -cy authority -a sha1 –sv "CODCTI_authority.pvk" -r

"CODCTI_authority.cer" -sr localmachine -ss ROOT

Replace CODCTI with your company name.

2. makecert -n "CN=localhost" -ic "CODCTI_authority.cer" -iv "CODCTI_authority.pvk" -a sha1 -sky

exchange -pe -sr localmachine -ss MY "codcti_adapter.cer"

3. netsh http add sslcert ipport=0.0.0.0:36731 certhash=0291c80612387afaee33f3589b4ab176c8d5336e

appid={7e46cd40-39c6-4813-b414-019ad22e55b2}

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In the example, Certhash is the thumbprint of the codcti_adapter.cer, You can look this up in the certificate.
Appid is the appid of the CTI Client Adapter.

11.3.2.1.7 Live Activity - Chat Integration

If you are using a computer telephony integration (CTI) solution with SAP Cloud for Customer, you can enable
chat integration in the Live Activity pane.

Integration with CTI Partner

The Live Activity pane provides capabilities to identify the customer by email address. Live Activity works with
integration software running locally on the agent’s desktop. The SAP Cloud for Customer CTI Adapter
software acts as an adapter which communicates information to the Live Activity pane. You can download the
adapter from the Download area within SAP Cloud for Customer.

The CTI Adapter runs a local server on the agent’s system. This acts as a communication bridge with external
CTI solutions. Posting information to CTI Adapter pushes information to Live Activity pane.

Incoming Chat Integration

A localhost GET/POST request is used to provide information to an agent about an incoming chat.

Example of a localhost get request:

http://localhost:36729/?
Type=CHAT&CID=BCM1234&Event=CHAT_ALLOCATED&[email protected]&ExternalRefere
nceID=12345678

Chat Wrap up and Passing Transcript

A localhost GET/POST request can also be used after the chat has ended to post the chat transcript.

Example GET request to post a transcript:

http://localhost:36729/?
Type=CHAT&CID=BCM1234&Event=CHAT_DISCONNECTED&[email protected]&ExternalRef
erenceID=12345678&Transcript=<chat message transcript>

Fields Used with CTI Adapter

The following fields can be passed to the CTI adapter with the GET request:

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

11.3.2.1.8 Simulate CTI Call

Simulate an incoming call in Live Activity with the SAP Cloud for Customer CTI Client Adapter.

Prerequisites

● Download, install, and launch the SAP Cloud for Customer CTI Client Adapter.
● Log on to SAP Cloud for Customer and open Live Activity.

Context

Use the CTI Client Adapter to simulate an inbound phone call to test the connection to Live Activity.

Procedure

1. Open the SAP Cloud for Customer CTI Client Adapter window on your computer.
2. Choose Simulate.
3. Enter the information you want to use for the inbound call or chat in the SIMULATION window.
4. Choose Simulate to simulate an inbound phone call.

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Results

The information you entered in the simulation window appears in Live Activity as an incoming phone call.

11.3.2.1.9 Embedded Components

Live activity Center includes anchors for custom embedded components. You can create custom component
with the Cloud Applications Studio such as softphone controls, mashups, and third party integration.

11.3.2.1.10 Adapter Integration with SAP Contact Center

Set up the solution to use native CTI support, rather than the CTI adapter plug-in.

Context

As of August 2015, you no longer have to use the CTI Adapter plug-in if you are using SAP Contact Center as
your CTI provider. You simply activate CTI integration from Live Activity Configuration.

Procedure

1. Go to Administrator Service and Social .

2. Choose Live Activity Configuration in the Communications Channels section.

This link takes you to the Live Activity Configuration page.

3. Select a provider.

Currently the only provider with embedded CTI support is SAP Contact Center.
4. Enter a unique provider ID.

Use an ID that is meaningful to you, without spaces.

5. Enter the Provider URL.

This is the URL supplied by your CTI provider for you to access the communication system.
6. Choose Save and Close when finished.

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11.3.2.1.11 Personalize the Live Activity Pane for Embedded
CTI Integration

Enable the Live activity pane to use native CTI support

Once your solution is configured for native CTI support you must adapt or personalize the UI to enable this
functionality.

Procedure

Procedure

1. Log on in the Silverlight client, or launch in Silverlight from the Adapt menu.
2. Open the Live Activity pane and select Personalize from the pane settings menu at the top right.

This opens the Live Activity page for editing.

3. Choose Adapt Enter Adaptation Mode .

4. Choose Adapt Edit Screen .

The Adapt Pane opens for the Live Activity page.

5. If necessary, remove the checkmark in the Visible column for the sections titled:

○ Inbound Call Page

○ Outbound Call Page
6. Check the box in the Visible column for the section titled:

○ Embedded CTI Integration

7. Save and Publish the changes.
8. Close the Live Activity page.
9. Refresh your browser window to see the changes.

11.3.2.2 Integrate External Telephone System Widget with

SAP Cloud for Customer

When using a widget based integration for external telephony system, we provide you with the following
options.

● Widget based integration

● Local adapter based integration

The following are highlights for external telephony integration with SAP Cloud for Customer:

● Using any of the options is a common approach for any Computer Telephony Integration (CTI) vendor,
which includes SAP Contact Center, Avaya, Cisco, Genesys, and New Voice Media. It is a project-based

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 integration, which extends telephone application to integrate with our solution, and is configured by the
system integrators.
● Widgets are provided by third party CTI vendors.
● You have to work with system integration and third party CTI vendors.
● Third party CTI vendors can advise you on the approach you should adopt.

 Remember

Test the stability of either option before making a choice. CTI vendors provide embedded widgets, and call
handling depends entirely on the capability of the widget. Widget based integration is fairly new and
requires additional testing to ensure its usability.

Parent topic: Computer Telephony Integration Options [page 353]

Related Information

Adapter Integration [page 354]

11.3.2.2.1 Local Adapter Integration

With local adapter integration, calls are handled in a separate Computer Telephony Integration (CTI)
application. You must run the local adapter on the agent's desktop, which is available for download from SAP
Cloud for Customer Downloads section.

With CTI Adapter integration, the adapter communicates with the desk phone. Every agent has to download the
CTI Adapter on their laptop. Our solution provides an empty method in the CTI Adapter that partners would
have to maintain with their end point value. Every time a call comes in or goes out, it gets routed to the end
point (number where the call should go), as defined by the partner.

With CTI Adapter integration, you only see the call display window in the solution.

The adapter based integration is a reliable and tested method, which is available in HTML5 and Responsive UI
environments.

 Note

Local Adapter Integration does not work on virtual desktops.

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11.3.2.2.2 Widget Integration with SAP Contact Center

You can use the SAP Contact Center widgets to make both, inbound and outbound calls from our solution.
Widget integration provides you improved call handling function and higher agent efficiency.

We also support other CTI vendor widgets such as: Avaya, Cisco, Genesys, and New Voice Media. Third party
CTI vendor widgets require additional configuration.

11.3.2.2.3 Widget Integration

Widget integration lets you embed a third party widget into our solution, which provides you a unified call
handling experience.

Prerequisites

This feature is available in Responsive UI only.

Context

Widget integration provides the agent with a smooth desktop experience with call handling in SAP CRM. The
widget integration scenario is better suited for desktop use. You do not have to install local adapter on the
agent's desktop.

The following are functionality available for widget integration.

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Procedure

1. Voice streaming outside embedded widgets.

a. Using desk phone
b. Using separate application
2. Voice streaming within embedded widgets.

11.3.2.2.3.1 Prerequisite for Widget Integration

Ensure that you maintain the following to enable and use a widget for incoming and outbound calls in our
solution.

1. Maintain URL in the Live Activity Configuration (URL of the third party widget).
2. For incoming calls pass the call signature using window.postMessage(). For outgoing calls third party
vendors should accept our call signatures by listening to our window.postMessage().

11.3.2.2.3.2 Widget with Embedded Voice Streaming

In this scenario, the agent handles a phone call and voice streaming via embedded widget.

 Note

Voice streaming within embedded widgets uses Web RTC, which has certain restrictions that must be
tested.

When you click on a phone number to start a call, it passes the call parameters to the widget which in turn
makes the call.

 Note

You can use voice streaming via laptop. There is no need for a desk phone.

You have the advantage of navigating to any work center and its associated tabs within our solution irrespective
of the live call.

The agent can log in to the widget (hosted on cloud) and can call via widget. No telephone device is necessary.

You can also route the calls to a desk phone via widget. This is the traditional method where the widget
communicates to a desk phone. In this scenario, voice streaming would works via desk phone and not the
laptop.

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11.3.2.2.3.3 Widget with External Voice Streaming

In this scenario, the widget calls a desk top phone. Voice streaming can occur via desk phone or a separate
application.

 Example

If there is a Company A widget and phone, there is no need for a separate CTI adapter. The widget works
like the CTI adapter. The call is made to the widget, which passes call parameters and routes the call to the
phone. Then the telephone device makes the call. The widget parses all signatures to the desk phone or
laptop, and the desk phone is making the call-out or call-in.

Voice Streaming Via Desk Phone

In this option, the following occurs:

● Agent accepts phone call via desk phone or embedded widget.

● Activities such as: Accept or Reject Phone Calls occurs in the embedded widget.
● Voice streaming occurs via desk phone.

Voice Streaming Via Separate Application

In this option, the following occurs:

● Agent accepts a phone call via embedded widget or a third party phone application.
● Activities such as: Accept or Reject Phone Calls occurs in the embedded widget.

11.3.2.2.3.4 Configure Widget Integration

The administrator would have to maintain widget configuration for Live Activity.

Context

Besides integrating with SAP Contact Center (SAP CTI provider) or a third party CTI Adapter, you now have the
option to integrate via widget.

Procedure

1. Go to Administrator Service and Social Communication Channels Live Activity Configuration

2. In the Live Activity Configuration screen, in the <Provider> field dropdown select External Provider. You
can enter widget in the <Provider ID> field and enter the URL the widget will pass to our solution to
display information in the call display window.

This URL is provided by your third party provider for accessing the telephony communication system
within the solution.

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3. Make sure select the Display Provider Control flag.
4. Choose Save and Close when finished.

11.3.2.2.3.5 Implement Widget Integration for Inbound Calls

Integrate third party widgets with SAP Cloud for Customer solution for inbound calls.

Prerequisites

Configure widget integration settings via Live Activity Configuration. Refer to Configure Widget Integration
[page 369] on steps to configure widget integration.

Context

Integrate third party widgets such as, Cisco, Avaya and others to enable inbound calling within our solution.

Procedure

1. Update your widget to maintain and pass inbound call parameters to SAP Cloud for Customer. Refer to
Context Parameters for Incoming Calls [page 371] for maintaining the inbound call parameters.
2. Specify your Widget URL in Live Activity Configuration settings.
3. Adjust Live Activity display window size. See Configure Dimensions for Live Activity Display Window [page
384] on how to configure the Live Activity display window size.
4. Ensure you select the Display Provider Control flag in Live Activity Configuration to display your widget in
the call display window of our solution.

Results

This enables the inbound calling in the solution.

Example

The following is a sample code for passing incoming call payload:

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  Sample Code

/**
* construct the payload in XML format
* @param sDestination
* @param sOriginator
* @returns payload in xml format
* @private
*/
c4c.cti.integration.prototype._formXMLPayload = function(parameters){
var sPayload = "<?xml version='1.0' encoding='utf-8' ?> <payload> " ;
for(var key in parameters){
var tag = "<" + key + ">" + parameters[key] + "</" + key +">";
sPayload = sPayload + tag;
}
sPayload = sPayload + "</payload>";
return sPayload;
};

/**
* Send information to C4C
* @param parameters
*/
c4c.cti.integration.prototype.sendIncomingCalltoC4C = function (parameters) {
var payload = this._formXMLPayload(parameters);
this._doCall(payload);
};

/**
* post to parent window
* @param sPayload
* @private
*/
c4c.cti.integration.prototype._doCall = function (sPayload) {
window.parent.postMessage(sPayload, "*");
};

11.3.2.2.3.5.1 Context Parameters for Incoming Calls

With an incoming phone call, call information is passed to our solution based on certain parameters.

When you click on the incoming call display window, our solution displays the Live Activity Center window with
associated information for that incoming phone number.

In our solution, an incoming call information is passed based on ANI (incoming phone number), Search for
Business Partners such as: Contact, Account, and Individual Customers.

Solution search could identify a unique customer, multiple customers, or may not identify any customer at all.

The following list displays the various parameters passed from the CTI Adapter or Widget for an incoming call.
The system would either call all the properties (mentioned below), or a subset depending on parameters
maintained in the adapter or widget.

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

 Example

The following is a sample of the incoming call payload:

<?xml version=‘1.0’ encoding=‘utf-8’ ?>

<payload>

<ANI>PHONENUMBER</ANI>

<TicketID>TICKETID</TicketID>

<ExternalReferenceID>EXTERNALREFID</ExternalReferenceID>

<Serial>SERIALID</Serial>

<DNIS>DIALLEDNUMBER</DNIS>

<BP>BPID</BP>

<Custom_1>CUSTOM1</Custom_1>

<Custom_2>CUSTOM2</Custom_2>

<Custom_3>CUSTOM3</Custom_3>

<Custom_4>CUSTOM4</Custom_4>

</payload>

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11.3.2.2.3.6 Implement Widget Integration for Outbound
Calls

Integrate third party widgets with SAP Cloud for Customer solution for outbound calls.

Prerequisites

Configure widget integration settings via Live Activity Configuration. Refer to Configure Widget Integration
[page 369] on steps to configure widget integration.

Context

Integrate third party widgets such as, Cisco, Avaya and others to enable inbound calling within our solution.

Procedure

Update widget to maintain and accept outbound call parameters from SAP Cloud for Customer. Refer to
Context Parameters for Outbound Calls [page 392] for maintaining the inbound call parameters.

Results

This enables the outbound calling in the solution.

Example

The following is a sample code for passing outbound call payload:

 Sample Code

/**
* Initialize the window listener from C4C
*/
c4c.cti.integration.prototype.init = function(){
this._callbackFunction = null;
this._addOnMessageEvent();
};

/**
* add onMessage listner
* @private

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374 PUBLIC Set Up and Configure Communication Channels
 */
c4c.cti.integration.prototype._addOnMessageEvent = function() {

if (window.addEventListener) {

window.addEventListener("message", $.proxy(this._onMessage, this),

false);

} else {
window.attachEvent("onmessage", $.proxy(this._onMessage, this));
}
};

/**
*
* @param evt
* @private
*/
c4c.cti.integration.prototype._onMessage = function(event){

if (this._validateMessage(event.data, event.origin) === true) {

//this.fireEvent("messageFromProvider", event);

if(this._callbackFunction){
this._callbackFunction(event);
}
}

};

11.3.2.2.3.6.1 Context Parameters for Outbound Calls

When you make a phone call from the solution, the system triggers several context parameters related to the
phone number that is passed to the Live Activity Center. The Live Activity Center in turn creates a phone call
activity for this outbound call and also passes this information to the CTI adapter or third party widget (based
on which one you've integrated to), embedded in the call display window. This context is used to track the
phone activity and link it to call details such as the call transcript or link to the recording.

When you make a call from a phone number within the system, it gets routed to the adapter or widget, which
has a blank method that should be configured by the partner. Based on what value the partner has configured
in the blank method, the system routes the phone call to the end point (defined by the partner). Click-to-Call
can be made with or without context.

With Context

When the partner defines the blank method, calls are made using all or a sub-set of parameters provided by
our solution (see list below). This indicates that calls are made with context.

The following list displays the various parameters passed to the CTI Adapter or Widget for a call. The system
would either call all the properties (mentioned below), or a subset. This depends on what the system is sending
which in turn is based on where the call originated.

Context Parameters Description

BusinessPartnerID BP ID of the callee

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Context Parameters Description

ObjectID ID of the Object from where the call was triggered

ObjectUUID UUID of the Object from where the call was triggered

ObjectTypeCode Object Type Code from where the call was triggered

ESObjectID Enterprise Search Object ID of from where the call was trig­
gered

PhoneNumber Phone Number called

ObjectThingType Object Thing Type from where the call was triggered

IsBTDRef True if the originating object is linked to the phone call activ­
ity

Direction OUT for outbound call

LoggedInUserID Logged in user ID of the person originating the call

ActivityUUID (this value is based on the business object UUID of the phone call activity created
from where the call is made)

Without Context

When the partner does not define the call parameters, calls are made using a set of three basic default
parameters provided by our solution (see list below). This indicates that calls are made without context.

● PhoneNumber
● LoggedInUserID
● ActivityUUID

The call widget or adapter display window shows information based on the parameter fields maintained by the
customer or partner.

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  Example

The following are samples of the outgoing call payload options:1. When context is passed, the payload
would consist of the following or a subset of it.

BusinessPartnerID: "1666454",

ObjectID: "4008867",

ObjectUUID: "00163E07C01D1EE7B98941B0821ABD2B",

ObjectTypeCode: "118",

ESObjectID: "COD_SERVICE_REQUEST_ES_CO",

PhoneNumber: "+91 943748393",

ObjectThingType: "COD_SRQ_AGENT_TT",

IsBTDRef: "X",

Direction: "OUT",

LoggedInUserID: "SOCIALADMIN01",

ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

}
When no context is passed:

PhoneNumber: "+91 943748393",

LoggedInUserID: "SOCIALADMIN01",

ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

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 }

11.3.2.2.3.6.2 Outbound Calls from Widget

The service agent can make outbound calls directly from the computer telephony integration (CTI) widget
interface within the solution; and can also record the call activity in SAP CRM.

You can initiate outbound calls directly from the CTI widget within the solution. The widget display screen
shows and records the call as an outbound call.

11.3.3 Set Up Inbound Call Handling

SAP Cloud for Customer does not have a native Computer Telephony Integration (CTI) capability; instead is
able to integrate to other CTI solutions to support service processes.

 Note

Scope phone as a communication channel via business configuration to use the phone call feature.

The CTI Client sends phone activity and attached data captured via IVR to our solution in the Live Activity
screen via CTI Client adapter.

Live Activity feature looks up the customer or ticket using the data received and creates a new customer or
ticket. In the incoming phone activity display window you are able to accept, reject, end, or transfer calls via CTI
Client provided by the CTI vendor.

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11.3.3.1 Enable Phone as a Communication Channel

The administrator must enable phone as a communication channel via business configuration to use the call
feature in our solution.

Go to Business Configuration First Implementation Edit Project Scope Service Customer Care
Service Request Management Questions , and select the question: Do you want to support Computer
Telephony Integration (CTI)?

11.3.3.2 Enable Inbound Calls

URL parameters required to enable inbound phone calls.

Inbound call integration uses a parameterized URL call from the CTI desktop client to the SAP Cloud for
Customer CTI Client Adapter to pass information like the ANI, DNIS, and CAD to the solution.

The URL is: http://localhost:36729/?

CID=<cid>&ANI=<phonenum>&DNIS=<phonenum2>&<cad1=xxxx&cad2=yyyy>.

Additional parameters can be added to the URL so that extra information can be passed to SAP Cloud for
Customer.

The following table lists the parameter names and the information each parameter contains:

Can Be Enabled for Default Live Activ­

Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

 Note

All of these parameters are included in the following extension spot, available in the SDK:
ES_COD_CTI_CALL_HANDLING

Your customer requires that the following data is passed from your CTI solution to their SAP solution:

ANI (Dialing From): 408-361-3611 External ID: 56432156787890

Number Dialed: 1-800-455-5555 Custom_1: value1

AccountID 1000655 Custom_2: value2

Serial Number XY234567T Custom_3: value3

TicketID 8003456 Custom_4: value4

You would enter the following URL:

http://localhost:36729/?
CID=BCM1234&ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&Tick
etID=8003456&
ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu31&
Custom_4=value4.

Example

Example of C# code to send a parameterized call to SAP Cloud for Customer:

urlparam1 =
“ANI=408-361-3611&DNIS=1-800-455-5555&BP=1000655&SerialNo=XY234567T&TicketID=8003
456&”;
urlparam2 = urlparam1 +
ExternalReferenceID=56432156787890&Custom_1=value1&Custom_2=value2&Custom_3=valu3
1&Custom_4=value4”;

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 “url = http://localhost:36729/?CID=BCM1234&” + urlparam2;
HttpWebRequest webReq = (HttpWebRequest)WebRequest.Create(url);
HttpWebResponse WebResp = (HttpWebRequest)webReq.GetResponse();

In this example, Urlparam is split into multiple strings only for better readability.

11.3.3.3 Context Parameters for Incoming Calls

With an incoming phone call, call information is passed to our solution based on certain parameters.

When you click on the incoming call display window, our solution displays the Live Activity Center window with
associated information for that incoming phone number.

In our solution, an incoming call information is passed based on ANI (incoming phone number), Search for
Business Partners such as: Contact, Account, and Individual Customers.

Solution search could identify a unique customer, multiple customers, or may not identify any customer at all.

The following list displays the various parameters passed from the CTI Adapter or Widget for an incoming call.
The system would either call all the properties (mentioned below), or a subset depending on parameters
maintained in the adapter or widget.

Can Be Enabled for Default Live Activ­

Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

 Example

The following is a sample of the incoming call payload:

<?xml version=‘1.0’ encoding=‘utf-8’ ?>

<payload>

<ANI>PHONENUMBER</ANI>

<TicketID>TICKETID</TicketID>

<ExternalReferenceID>EXTERNALREFID</ExternalReferenceID>

<Serial>SERIALID</Serial>

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 <DNIS>DIALLEDNUMBER</DNIS>

<BP>BPID</BP>

<Custom_1>CUSTOM1</Custom_1>

<Custom_2>CUSTOM2</Custom_2>

<Custom_3>CUSTOM3</Custom_3>

<Custom_4>CUSTOM4</Custom_4>

</payload>

11.3.3.4 Configure Dimensions for Live Activity Display

Window

You can configure the size of the phone activity display window in the Live Activity tab.

Configure the phone activity display window dimensions so you are able to see all displayed information
without using scroll bars.

Required Configuration: Go to Administration Service and Social Communication Channels Live

Activity Configuration , and set the appropriate height and width in the Provider Control Dimensions section.

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11.3.3.5 Simulate CTI Call

Simulate an incoming call in Live Activity with the SAP Cloud for Customer CTI Client Adapter.

Prerequisites

● Download, install, and launch the SAP Cloud for Customer CTI Client Adapter.
● Log on to SAP Cloud for Customer and open Live Activity.

Context

Use the CTI Client Adapter to simulate an inbound phone call to test the connection to Live Activity.

Procedure

1. Open the SAP Cloud for Customer CTI Client Adapter window on your computer.
2. Choose Simulate.
3. Enter the information you want to use for the inbound call or chat in the SIMULATION window.
4. Choose Simulate to simulate an inbound phone call.

Results

The information you entered in the simulation window appears in Live Activity as an incoming phone call.

11.3.3.6 Warm Transfer for Computer Telephony Integration

(CTI)

A warm transfer consists of an incoming or outgoing call that gets transferred to other consecutive agents. The
persistent unique Original External ID, and incremental External IDs for each transfer identifies a warm transfer.
Read on to know more about a typical warm transfer scenario.

Warm Transfer Scenario

An agent receives a call from a customer. The system identifies the customer based on the phone number, and
is also able to associate it to the related ticket. The agent is unable to help the customer and transfers the call
to Agent 2 after adding notes to the call activity.

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Agent 2, receives the call, and can see the notes added by the first agent, the confirmed customer, and linked
ticket in the Live Activity center. Unable to help the customer, Agent 2 takes additional notes and transfers the
call to a third agent.

Agent 3 receives the call and is able to see the call context from Agent 2 and Agent 1 in theLive Activity screen.
Agent 3 handles the call and helps the customer.

A warm transfer can pass the following context information:

● confirmed caller
● notes
● linked ticket

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A warm transfer has a unique Original External ID, which remains constant through all the transfers. However,
the External ID for each consecutive transfer changes. The Original External ID associates the transfers to the
original call.

 Note

Update CTI vendor integration with our solution to be able to pass additional information.

You can view the entire warm transfer flow in the Document Flow tab.

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11.3.3.7 Ticket Assignment Notification

If your organization assigns tickets with an external system you can also receive assignment notifications in the
same way as incoming call notifications.

Organizations that assign tickets with an external system can use an API call to send a notification message to
the assignee.

Notification works with both CTI Adapter integration or third-party widget integration in the same way as a call
or chat is integrated with Live Activity.

When you assign a ticket with notification, the Live Activity notification popup opens displaying the Ticket ID.
When you click the pop-up, the ticket detail view opens for the corresponding ticket.

Ticket Assignment Notification Signature Parameters

Parameter Details

Type Value is NOTIFICATION for push routing.

ObjectID Object ID being pushed (assigned). The ticket ID. Prerequi­

site: This object must already exist in the system.

ObjectUUID Used for navigation

EventType Is Push since the ticket is pushed to an agent.

ThingType Used for navigation

Text Define a length. Optional parameter.

If not provided, default is New Notification

Examples of the signature in XML and JSON.

 Sample Code

XML

<?xml version="1.0" encoding="UTF-8"?>

<payload>
<Type>Notification</Type>
<ObjectID>ObjectID</ObjectID>
<ObjectUUID>ObjectUUID</ObjectUUID>
<EventType>Push</EventType>
<ThingType>ThingType of the object</ThingType>
</payload>

 Sample Code

JSON

{
"payload": {
"Type": "NOTIFICATION",
"ObjectID": "OBJECTID",
"ObjectUUID" : "UUID of the Object"
"EventType":"Push",
"ThingType": "Thing Type of the object"

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 }

11.3.4 Set Up Outbound Call Handling (Click-to-Call)

You can make a phone call from any screen within our solution with the click of a mouse. With CTI integration
enabled, outbound calls also create a phone activity linked to the call.

 Example

If the call is made from Ticket Customer phone number, the phone activity is linked to the
corresponding Ticket and Customer.

With CTI integration enabled when making the outbound call, the system can track and link the call with related
information for that phone number.

 Example

Related information could be a ticket, an account, contact, customer, or lead.

To display the Live Activity Center screen and search for related objects during the call, click the call status
window (displays during a call).

 Note

This feature is available in SAP Fiori Client only.

 Remember

● You must have the Live Activity work center assigned to you.
● Enable CTI integration.

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If your system lacks CTI integration, clicking a phone number dials out using your operating system's default
phone channel (for example, Skype on Windows OS). Automatic activity generation and linking requires CTI
integration.

11.3.4.1 Enable Phone as a Communication Channel

The administrator must enable phone as a communication channel via business configuration to use the call
feature in our solution.

Go to Business Configuration First Implementation Edit Project Scope Service Customer Care
Service Request Management Questions , and select the question: Do you want to support Computer
Telephony Integration (CTI)?

11.3.4.2 Click-to-Call in Fiori Client Via CTI Adapter

You can easily make outgoing phone calls from your system using the Click-to-Call feature via CTI integration.

Use the Click to Call feature in any of the following ways:

● Click phone number in a ticket to initiate phone call via CTI

From the Overview tab of a ticket, under the Customer section, click a phone number to place a call.
● Click the phone call status display to bring up the Live Activity Center screen that displays context of the
call and the associated ticket.
You can search using any or all available categories. These categories are available as search parameters
from the Live Activity Center tab as well.

 Note

You can add custom search categories via configuration.

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● When you click the phone number to initiate a call, the system creates the phone call activity with the ticket
reference and the business partner as the participant to the activity.
All this information is created and auto-populated in the Live Activity Center screen's Call Information
section.

 Note

You must have the Live Activity Center assigned to use the Click to Call feature. This feature is available only
in the Fiori Client.

11.3.4.3 Implement Outbound Calls in Fiori client Via CTI

Adapter

This feature lets you implement and enable the outbound calling feature in SAP Cloud for Customer.

Prerequisites

Ensure Live Activity Center configuration has appropriate settings for the provider. The provider type should be
CTI Adapter and provider URL field should be left blank.

Context

These instructions are pertinent to customers who have integrated using CTI adapter. (Customers using their
own call system need not follow these steps). Follow these steps to enable the Click to Call feature in the Fiori
client via CTI adapter.

Procedure

1. Uninstall the current version of CTI Adapter installed on your machine.

2. Download and install the latest SAP CTI Adapter from the Download section.

An older version of CTI Adapter (prior to May 2018 release) will not work with Fiori client.
3. Download the CTI Connector project from https://help.sap.com/http.svc/rc/
67be88de0bdd4e53b662fae4f15a2b81/1805/en-US/SAPC4CCTIConnectorSetup.zip on the Help Portal.
4. Extract the zip file and import the project to Microsoft Visual Studio.
5. Open file OutboundCallHandler.cs and add the logic in the dialOut method to pass the phone number and
context information to the CTI solution.
6. Next, save the file and build the project to generate a new SAPCODCTIConnector.dll file.

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7. Once the SAPCODCTIConnector.dll file is generated, copy the DLL to: C:\Program Files (x86)\SAP
\SAP Cloud for Customer CTI Client to deploy the DLL.
8. Restart the adapter.

11.3.4.4 Configure Dimensions for Live Activity Display

Window

You can configure the size of the phone activity display window in the Live Activity tab.

Configure the phone activity display window dimensions so you are able to see all displayed information
without using scroll bars.

Required Configuration: Go to Administration Service and Social Communication Channels Live

Activity Configuration , and set the appropriate height and width in the Provider Control Dimensions section.

11.3.4.5 Context Parameters for Outbound Calls

When you make a phone call from the solution, the system triggers several context parameters related to the
phone number that is passed to the Live Activity Center. The Live Activity Center in turn creates a phone call

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activity for this outbound call and also passes this information to the CTI adapter or third party widget (based
on which one you've integrated to), embedded in the call display window. This context is used to track the
phone activity and link it to call details such as the call transcript or link to the recording.

When you make a call from a phone number within the system, it gets routed to the adapter or widget, which
has a blank method that should be configured by the partner. Based on what value the partner has configured
in the blank method, the system routes the phone call to the end point (defined by the partner). Click-to-Call
can be made with or without context.

With Context

When the partner defines the blank method, calls are made using all or a sub-set of parameters provided by
our solution (see list below). This indicates that calls are made with context.

The following list displays the various parameters passed to the CTI Adapter or Widget for a call. The system
would either call all the properties (mentioned below), or a subset. This depends on what the system is sending
which in turn is based on where the call originated.

Context Parameters Description

BusinessPartnerID BP ID of the callee

ObjectID ID of the Object from where the call was triggered

ObjectUUID UUID of the Object from where the call was triggered

ObjectTypeCode Object Type Code from where the call was triggered

ESObjectID Enterprise Search Object ID of from where the call was trig­
gered

PhoneNumber Phone Number called

ObjectThingType Object Thing Type from where the call was triggered

IsBTDRef True if the originating object is linked to the phone call activ­
ity

Direction OUT for outbound call

LoggedInUserID Logged in user ID of the person originating the call

ActivityUUID (this value is based on the business object UUID of the phone call activity created
from where the call is made)

Without Context

When the partner does not define the call parameters, calls are made using a set of three basic default
parameters provided by our solution (see list below). This indicates that calls are made without context.

● PhoneNumber
● LoggedInUserID
● ActivityUUID

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The call widget or adapter display window shows information based on the parameter fields maintained by the
customer or partner.

 Example

The following are samples of the outgoing call payload options:1. When context is passed, the payload
would consist of the following or a subset of it.

BusinessPartnerID: "1666454",

ObjectID: "4008867",

ObjectUUID: "00163E07C01D1EE7B98941B0821ABD2B",

ObjectTypeCode: "118",

ESObjectID: "COD_SERVICE_REQUEST_ES_CO",

PhoneNumber: "+91 943748393",

ObjectThingType: "COD_SRQ_AGENT_TT",

IsBTDRef: "X",

Direction: "OUT",

LoggedInUserID: "SOCIALADMIN01",

ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

When no context is passed:

PhoneNumber: "+91 943748393",

LoggedInUserID: "SOCIALADMIN01",

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 ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

11.3.4.6 Store External ID in Phone Activity

With the ability to store the External ID in a phone activity, you can access additional information on a customer
phone call such as call transcript or a link to the call recording.

With enabled CTI integration, the third party vendor can communicate with customers via phone activity. When
the CTI vendor initiates a phone call, The External ID from the CTI vendor gets populated in the phone call
activity details as a reference. This ID helps identify the phone activity associated with it. Besides the External
ID, the vendor also has the ability to save other details of a phone call such as the call transcript, or a link to the
call recording. Our solution provides you with the ability to store the external ID in the system so the vendor can
recall the phone call activity associated with it.

Phone activity details provides you with improved call analytics.

Required Configuration: To enable the ability to store External ID in phone activity, create a new
communication system using the required fields and update Live Activity settings with the new communication
system ID.

 Note

See SAP Cloud for Customer Administrator Guide for details.

Go to Administration Service and Social Communication Channels Live Activity Configuration , and
enter External ID.

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11.3.4.7 Phone Activity UUID for Outbound Calls

The phone activity UUID value is passed from our solution to the CTI vendors for all outbound calls made within
our solution. This provides you with integration flexibility and ease of use.

The third party CTI vendors can update the phone calls made from our solution with additional information
such as: call transcript and link to the call recording. Additionally, they can use the phone activity UUID value to
update all phone call activities using OData APIs provided by our solution.

 Example

The phone activity UUID lets you update a phone call with an end time or URL with the call recording.

This functionality provides you with improved call analytics.

 Note

The feature works with CTI third party vendors and Widget based integration; and can be viewed in SAP
Fiori Client only.

11.3.4.8 Click-to-Call Search

You can search in the Live Activity display window using the unique customer ID. Additionally, you can store the
External ID for an outbound phone call.

Search by Customer ID

When the service agent clicks on a customer, by default the system searches based on that unique customer
ID, which helps save time by displaying related information for that contact number.

 Example

Search results display Customer and Related Tickets for that customer.

 Note

The agent can always override this default search parameter with a manual search.

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11.3.4.9 Search Enabled for All Telephone Numbers

Our solution allows search for both: regular and mobile telephone numbers, which is the default behavior.

The system searches for both, regular and mobile phone numbers, providing higher work efficiency by saving
time and providing better customer identification.

11.3.4.10 Click-to-Call Screen Behavior Examples

The following table displays the various parameters and contexts used for a call:

Default Search Behav­

Screen Context Passed Window Display ior Linked Phone Activity

Ticket Customer ● Business Partner Caller is identified from The result list displays Ticket and Customer
ID the business partner the related ticket and
Card Overview
● Ticket ID ID caller

● Phone Number
● Enterprise Search
Object ID

Ticket Quick View ● Business Partner Caller is identified from The result list displays Ticket and Customer
ID the business partner the related ticket and
● Ticket ID ID caller

● Phone Number
● Enterprise Search
Object ID

Customer Quick View ● Business Partner Caller is identified from The result list displays Customer
ID the business partner the caller
● Phone Number ID

Contact Quick View ● Business Partner Caller is identified from The result list displays Customer
ID the business partner the caller
● ID

●
●

Lead Overview ● Business Partner Caller cannot be identi­ No result list displays Lead and Customer
ID fied as the business as lead cannot be
● Phone Number partner cannot be searched on

● Lead ID searched

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 Default Search Behav­
Screen Context Passed Window Display ior Linked Phone Activity

Phone Activity List ● Phone Activity Caller is searched The result list displays Phone Activity (from
UUID based on phone num­ based on phone num­ where call is made)
● Phone Number ber ber search.

* Enterprise Search Object ID in Click-to-Call comprises of object IDs for Account, Contact, Individual Customer, and
Registered Product. When making a call from a ticket, the system uses these search parameters to call up
related information.

11.3.4.11 Warm Transfer for Computer Telephony Integration

(CTI)

A warm transfer consists of an incoming or outgoing call that gets transferred to other consecutive agents. The
persistent unique Original External ID, and incremental External IDs for each transfer identifies a warm transfer.
Read on to know more about a typical warm transfer scenario.

Warm Transfer Scenario

An agent receives a call from a customer. The system identifies the customer based on the phone number, and
is also able to associate it to the related ticket. The agent is unable to help the customer and transfers the call
to Agent 2 after adding notes to the call activity.

Agent 2, receives the call, and can see the notes added by the first agent, the confirmed customer, and linked
ticket in the Live Activity center. Unable to help the customer, Agent 2 takes additional notes and transfers the
call to a third agent.

Agent 3 receives the call and is able to see the call context from Agent 2 and Agent 1 in theLive Activity screen.
Agent 3 handles the call and helps the customer.

A warm transfer can pass the following context information:

● confirmed caller
● notes
● linked ticket

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A warm transfer has a unique Original External ID, which remains constant through all the transfers. However,
the External ID for each consecutive transfer changes. The Original External ID associates the transfers to the
original call.

 Note

Update CTI vendor integration with our solution to be able to pass additional information.

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You can view the entire warm transfer flow in the Document Flow tab.

11.3.5 Use Live Activity Search

Live Activity Search in the Fiori client works in the same way for inbound and outbound calls.

When a phone call is passed to the solution, two searches can take place:

1. An automatic search on the ANI information (for inbound calls) is used to display any matching caller
information on the incoming call notification.
2. Default search when the Live Activity Center opens based on information passed by your interactive voice
response (IVR) system.

If they are passed by the IVR system, the default search includes the following parameters:

● Phone number: returns any contacts, accounts or individual customers containing a matching phone
number
● Serial ID: returns any matching registered products
● Ticket ID: returns any matching tickets

Additional information passed from the IVR system appears at the top right of the Live Activity Center. The
default search ignores this additional information.

 Note

You can configure the search parameters to exclude Serial ID and Ticket ID.

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11.3.5.1 Configure Live Activity Search

Select business object types to check for a matching phone number when the system receives an incoming
phone call.

Context

As an Administrator, you can select business objects searched for a match for the caller ID number of an
incoming phone call. This search checks all fields in selected object types for a matching phone number. The
default search only checks the Phone field. Optimize performance by searching only objects relevant to your
business usage.

Customize the search from: Administrator Service and Social Communication Channels Live Activity
Configuration

Searchable Business Objects

Accounts (new for August 2017)

Contacts

Individuals

Registered Products (new for August 2017)

Tickets

*Utilities-Contract Accounts

*Utilities-Customer

*Utilities-Point of Delivery

*Utilities-Premise

* These objects are only available for search if you purchased the Utilities Call Center option.

Procedure

1. Choose Search All Fields on the Live Activity Configuration screen to override the default search
parameters and search the object types configured in the table.
2. Edit the Search Objects table to define your search scope.
3. Choose Save when finished.

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11.3.5.2 Context Parameters for Incoming Calls

With an incoming phone call, call information is passed to our solution based on certain parameters.

When you click on the incoming call display window, our solution displays the Live Activity Center window with
associated information for that incoming phone number.

In our solution, an incoming call information is passed based on ANI (incoming phone number), Search for
Business Partners such as: Contact, Account, and Individual Customers.

Solution search could identify a unique customer, multiple customers, or may not identify any customer at all.

The following list displays the various parameters passed from the CTI Adapter or Widget for an incoming call.
The system would either call all the properties (mentioned below), or a subset depending on parameters
maintained in the adapter or widget.

Can Be Enabled for Default Live Activ­

Parameter Description ity Center Search

Type CALL

CHAT

Defaults to CALL if no parameter speci­

fied.

CID The client ID.

This is mandatory value.

 Note
Supported values are currently lim­
ited to: BCM1234, AVAYA5678,
CISCO9876, GEN8923 (Genesys),
SIE5281 (Siemens). Use
CID=BCM1234 for other providers.

ANI The caller's number ✓

DNIS The number dialed

BP The caller's account ID ✓

TicketID The ID of a ticket associated with the ✓

call

SerialNo A registered product serial number ✓

E-Mail Caller's e-mail address ✓

ExternalReferenceID Unique call ID in the CTI system

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 Can Be Enabled for Default Live Activ­
Parameter Description ity Center Search

ExternalOriginalReferenceID Original Reference ID of the call being

transferred

EventType Supported Values:

Inbound

Outbound

UpdateActivity

Transfer

Custom_1-4 Four fields you can use to pass any

other call data

ActivityUUID Phone call activity UUID (if available).

Available after UpdateActivity
event is triggered by click-to-call action.

Event Supported values:

CALL_ALLOCATED

CALL_CONNECTED

CALL_DISCONNECTED

CHAT_ALLOCATED

CHAT_CONNECTED

CHAT_DISCONNECTED

Transcript Chat transcript passed back to system

once chat is ended

 Example

The following is a sample of the incoming call payload:

<?xml version=‘1.0’ encoding=‘utf-8’ ?>

<payload>

<ANI>PHONENUMBER</ANI>

<TicketID>TICKETID</TicketID>

<ExternalReferenceID>EXTERNALREFID</ExternalReferenceID>

<Serial>SERIALID</Serial>

<DNIS>DIALLEDNUMBER</DNIS>

<BP>BPID</BP>

<Custom_1>CUSTOM1</Custom_1>

<Custom_2>CUSTOM2</Custom_2>

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 <Custom_3>CUSTOM3</Custom_3>

<Custom_4>CUSTOM4</Custom_4>

</payload>

11.3.5.3 Context Parameters for Outbound Calls

When you make a phone call from the solution, the system triggers several context parameters related to the
phone number that is passed to the Live Activity Center. The Live Activity Center in turn creates a phone call
activity for this outbound call and also passes this information to the CTI adapter or third party widget (based
on which one you've integrated to), embedded in the call display window. This context is used to track the
phone activity and link it to call details such as the call transcript or link to the recording.

When you make a call from a phone number within the system, it gets routed to the adapter or widget, which
has a blank method that should be configured by the partner. Based on what value the partner has configured
in the blank method, the system routes the phone call to the end point (defined by the partner). Click-to-Call
can be made with or without context.

With Context

When the partner defines the blank method, calls are made using all or a sub-set of parameters provided by
our solution (see list below). This indicates that calls are made with context.

The following list displays the various parameters passed to the CTI Adapter or Widget for a call. The system
would either call all the properties (mentioned below), or a subset. This depends on what the system is sending
which in turn is based on where the call originated.

Context Parameters Description

BusinessPartnerID BP ID of the callee

ObjectID ID of the Object from where the call was triggered

ObjectUUID UUID of the Object from where the call was triggered

ObjectTypeCode Object Type Code from where the call was triggered

ESObjectID Enterprise Search Object ID of from where the call was trig­
gered

PhoneNumber Phone Number called

ObjectThingType Object Thing Type from where the call was triggered

IsBTDRef True if the originating object is linked to the phone call activ­
ity

Direction OUT for outbound call

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Context Parameters Description

LoggedInUserID Logged in user ID of the person originating the call

ActivityUUID (this value is based on the business object UUID of the phone call activity created
from where the call is made)

Without Context

When the partner does not define the call parameters, calls are made using a set of three basic default
parameters provided by our solution (see list below). This indicates that calls are made without context.

● PhoneNumber
● LoggedInUserID
● ActivityUUID

The call widget or adapter display window shows information based on the parameter fields maintained by the
customer or partner.

 Example

The following are samples of the outgoing call payload options:1. When context is passed, the payload
would consist of the following or a subset of it.

BusinessPartnerID: "1666454",

ObjectID: "4008867",

ObjectUUID: "00163E07C01D1EE7B98941B0821ABD2B",

ObjectTypeCode: "118",

ESObjectID: "COD_SERVICE_REQUEST_ES_CO",

PhoneNumber: "+91 943748393",

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 ObjectThingType: "COD_SRQ_AGENT_TT",

IsBTDRef: "X",

Direction: "OUT",

LoggedInUserID: "SOCIALADMIN01",

ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

When no context is passed:

PhoneNumber: "+91 943748393",

LoggedInUserID: "SOCIALADMIN01",

ActivityUUID: "00163E07C0211ED7BC99F84A3DF7622E"

11.3.5.4 Live Activity Actions

For incoming or outbound calls, when you click the call activity display window, the Live Activity Center screen
displays. You can perform some tasks in this screen.

Search Results:

Based on the defined parameters, the search results display all associated information for that specific phone
number.

The agent can confirm a customer by clicking the icon. This means that the customer becomes the default CTI
Customer.

 Note

This action is available for all objects.

You can click on the phone call link symbol to link to that specific ticket. The Linked Ticket ID displays in the Call
Information section.

 Note

A phone activity link is available only for tickets.

Notes:

Agents can capture notes in the Notes section.

New:

From the Live Activity Center screen, you can create a new Ticket, Individual Customer, Contact, or Account.

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11.3.5.5 Enhanced Live Activity Search

As a service agent, you can revert back to the default search result any time.

When you click to display the Live Activity center from an incoming call, the system displays an information list
based on associated information for that telephone number. Based on your need, you may search for other
information in the Live Activity center Search field. However, you always have the option to go back to the first
search result displayed by the system. The Reset Default Search tooltip for the icon next to the Search field, lets
you go back to the system displayed search result.

11.3.6 Custom Live Activity Customer Search BAdI Exit

Live Activity Center provides you with the option to identify customers for incoming calls by using custom logic
with BAdI Exits.

You can override the default search for caller identification and implement your own logic to identify the caller.
From there the process is similar to a regular phone call.

For a phone call activity, the system uses the caller returned by the defined BAdI logic instead of default search.

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There are two BAdI exits available for custom search logic and both use the same input parameters:

● CTICustomerIdentification - newer option, recommended

● CTICustomerSearch - original option, still supported

Namespace: http://sap.com/xi/AP/FO/Activity/Global

Enhancement Option: CTICustomerIdentification or CTICustomerSearch

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LiveActivityCallHandleInputParameter : InputData/result
Element Data Type Details

InputData.ANI String Phone number from caller ID data

InputData.BusinessPartnerID String Business partner ID

InputData.CustomField1 String Custom field 1 data

InputData.CustomField2 String Custom field 2 data

InputData.CustomField3 String Custom field 3 data

InputData.CustomField4 String Custom field 4 data

InputData.CustomField5 String Custom field 5 data

InputData.CustomField6 String Custom field 6 data

InputData.DNIS String Dialed number identification service in­

formation - number caller dialed

InputData.ExternalReferenceID String Call reference ID

InputData.PhoneActivityUUID String Phone call activity ID

InputData.SerialNumber String Registered product serial number

InputData.TicketID String Ticket ID number

Example BAdI code:

 Sample Code

/*
Add your SAP Business ByDesign scripting language implementation for:
Enhancement Option: CTICustomerIdentification
Operation: CUSTOMER_IDENTIFICATION

Script file signature

----------------------------
Parameter: InputData of type LiveActivityCallHandleInputParameter
Returns: LiveActivityCTICustomerIdentificationInputParameter

Note:
- To use code completion, press CTRL+J.
*/
import AP.FO.Activity.Global;

var result : LiveActivityCTICustomerIdentificationInputParameter;

/*

Supported Fields as input data.

InputData.ANI;
InputData.BusinessPartnerID;
InputData.CustomField1;
InputData.CustomField2;
InputData.CustomField3;
InputData.CustomField4;
InputData.CustomField5;
InputData.CustomField6;
InputData.DNIS;
InputData.ExternalReferenceID;
InputData.PhoneActivityUUID;
InputData.SerialNumber;

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 InputData.TicketID;

*/

result.IdentifiedCustomer.Add("1234"); // 1234 is the C4C Customer ID

if(result.IdentifiedCustomer.Count() <= 0) // if Customer not found

{
result.ContinueStandardIdentificationLogic = true; // Setting
ContinueStandardIdentificationLogic to true will execute C4C standard caller
identification Search
}

return result;

11.3.7 Support for Multiple CTI Vendors

Multiple computer telephony integration (CTI) systems can be configured for one SAP Cloud for Customer
tenant.

Use a BAdI exit to configure different CTI providers for widget-based integration in the Fiori client.

Administrators maintain the widget URL and other related properties on the Live Activity Configuration screen.

The BAdI : "CTI_WIDGET_URL", allows you to overwrite the default configuration maintained in Live Activity
Configuration to influence the widget details at runtime. This BAdI is triggered only once, when the user logs in.
Based on the output from the PDI, the widget and call popover are loaded. The BAdI is not called again until the
user logs in again or reloads the browser.

Namespace: http://sap.com/xi/AP/FO/Activity/Global

Enhancement Option: CTICustomWidgetConfig

InputData and result are both of type: LiveActivityCTIWidgetConfigInputParameter

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LiveActivityCTIWidgetConfigInputParameter : InputData/result
Element Data Type Details

InputData.LoggedInUser.content String Logged In User ID

InputData.LoggedInUser.content InputData.LoggedInUser.content Default Widget Config from Live Activity

Configuration

LiveActivityCTIWidgetConfigParams : InputData.CTIWidgetConfigParams / result.CTIWidgetConfigParams

Element Data Type Details

CTIConfigParamKey.content String Parameter Key from Live Activity Con­

figuration

CTIConfigParamValue.content String Parameter Value from Live Activity Con­

figuration

Possible values of CTIConfigParamKey.content

Parameter Key Description

PROVIDER_ID This parameter does not influence any behavior in the Live
Activity Call flow.

PROVIDER_URL Widget URL - loaded in the call popover for call handling

DISPLAY Display Provider Control flag. If this is true ("X"), the provider
control is shown in the call popover. If false (" "), the provider
control is hidden.

HEIGHT Height of the provider control (numeric value only no units

required - px, rem, and so forth)

WIDTH Width of the provider control. (numeric value only no units

required - px, rem, and so forth). Assumes minimum width
to be 300.

Example BAdI code:

 Sample Code

/*
Add your SAP Business ByDesign scripting language implementation for:
Enhancement Option: CTICustomWidgetConfig
Operation: UPDATE_WIDGET_DETAILS

Script file signature

----------------------------
Parameter: InputData of type LiveActivityCTIWidgetConfigInputParameter
Returns: LiveActivityCTIWidgetConfigInputParameter

Note:
- To use code completion, press CTRL+J.
*/
import AP.FO.Activity.Global;

var result : LiveActivityCTIWidgetConfigInputParameter;

if (InputData.LoggedInUser.content == "GESERZ0AHSB") {
var defaultParams = InputData.CTIWidgetConfigParams;
foreach(var param in defaultParams){
if(param.CTIConfigParamKey.content == "PROVIDER_URL"){
param.CTIConfigParamValue.content = "https://
servicecloudcti.cfapps.eu10.hana.ondemand.com";
}

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 if(param.CTIConfigParamKey.content == "WIDTH"){
param.CTIConfigParamValue.content = "1000";
}
result.CTIWidgetConfigParams.Add(param);
}
}
return result;

11.4 Messaging Communication Channel

Your customers can request support by sending an SMS text message.

Customers can send a text message to your company support number and trigger the following actions:

● Create a ticket
● Provide additional information about a ticket

As a service agent, you can respond to the SMS messages associated with a ticket.

Enable Messaging [page 412]

To use messaging as a communication channel for creating and responding to customer service
tickets, administrators must scope Messaging via Business Configuration.

Configure SMS Channels [page 413]

Administrators can set up your SAP Cloud for Customer system to include messaging services, such as
SMS, as communication channels for creating and responding to customer service tickets.

Create Messaging Channels [page 415]

The Administrator could use the short codes provided by the gateway provider, and the mashup web
service, to set up the messaging channels that would generate tickets from incoming SMS messages.

11.4.1 Enable Messaging

To use messaging as a communication channel for creating and responding to customer service tickets,
administrators must scope Messaging via Business Configuration.

Go to Business Configuration Edit Project Scope Sales Account and Activity Management Activity
Management Questions , and select to enable the Activity Types question: Do you want to record
messaging activity?.

With this setting, incoming SMS messages automatically generate a new ticket, or are appended to an existing
open ticket. In addition, an individual customer profile is generated from the sender phone number if the phone
number is not matched to any existing customers or account contacts.

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11.4.2 Configure SMS Channels

Administrators can set up your SAP Cloud for Customer system to include messaging services, such as SMS,
as communication channels for creating and responding to customer service tickets.

Each time a customer sends a text message to a specified routing number (short code), a ticket is created and
routed to a team, or agent queue based on the defined rules.

 Note

Due to the nature of SMS messaging, SMS channels are supported for individual customers only; and not
for accounts.

Follow the tasks described in the following topics to configure SMS channels.

11.4.2.1 Create a Communication System as a Web Service

Administrators can create a new communication system and maintain the required details.

Go to Administrator General Settings Integration Communication System , and create a new

communication system. Maintain the following details:

● Host Name: Domain name for the gateway provider

● System Access Type: Internet
● System Instances ID (same as the communication system ID)
● Preferred Application Protocol (under System Instances) : Web Service.

 Note

Activate the new communication system and make note of the system ID that you would have specify when
creating the communication arrangement.

11.4.2.2 Set Up a Communication Arrangement

The Administrator would create a new communication arrangement with Messaging Service as the
communication scenario.

Maintain the following:

● The System Instance ID under Define Business Data would be the same as the one you entered when you
created the communication system.
● Under Define Technical Data, click Edit Credentials, and maintain a password for the system ID. Make a note
of this user ID and password, as you would have to provide this information to the gateway provider to
obtain the routing numbers, also known as short codes.

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11.4.2.3 Request Short Codes and Outbound Endpoint from
Gateway Provider

The administrator would have to provide the gateway provider with inbound and outbound endpoint URLs who
would require them to provision the short codes.

Inbound SMS Messages

Share the following information with the gateway provider:

● The inbound endpoint URL, which would be used by the gateway provider for posting incoming SMS
messages. This is a REST web service call, via HTTP Post method. Basic Authentication is required while
making this REST call.

 Example

Example of Inbound Endpoint

https://my1234.sapbydesign.com)/sap/ap/srt/rest/sap/II_CODCRM_SRQ_FROM_MS_ACT_IN/sap/
PROCESS_MESSAGING_SERVICE/

● User ID and password that you maintained when you set up the communication arrangement.

Inbound SMS Messages

Request your gateway provider to supply an endpoint URL for outbound SMS messages.

11.4.2.4 Create Mashup Web Service for Outbound Messages

The administrator would have to create a mashup web service to reply to inbound SMS messages.

Go to Administrator Business Flexibility Mashup Web Services . Maintain the following when creating a
new mashup web service:

● If you are using SAP SMS 365 as the gateway provider, choose New and select Rest Service. Other gateway
providers may use a different type of service.
● The solution only supports the POST method with an XML Body payload.
● In the General Information area, enter the service name, and set the status to active.
● In the Service Information area, enter the required parameters based on the API properties of the gateway
provider. It would include the outbound endpoint URL, and the following hash tags and square brackets as
place holders that would be replaced by the actual parameters:
○ [#SUBJECT]
○ [#PHONE_NUMBERS]
○ [#MESSAGE]
○ [#SHORTCODE]
● In the case of SAP SMS 365, the gateway utilizes body XML format, which, when properly formatted
appears as follows:

Version=2.0
Subject=[#SUBJECT]
List=[#PHONE_NUMBERS]

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 Text=[#MESSAGE]
SplitText=YES
OriginatingAddress=[#SHORTCODE]
● For encoding an outgoing SMS in UTF8, add the following tag in the mashup payload: EncodeUTF8=TRUE
The solution encodes the message in UTF8 format before sending it out. This is in addition to any other
encoding requirements that your SMS provider may impose.

 Note

If UTF8 encoding is not needed, remove this tag from the payload. Do NOT set EncodeUTF8 to FALSE.

The following is an example of an XML body payload for SAP SMS 365 with UTF8 encoding enabled:

Version=2.0
Subject=[#SUBJECT]
List=[#PHONE_NUMBERS]
Text=[#MESSAGE]
SplitText=YES
OriginatingAddress=[#SHORTCODE]
DCS=UTF8
EncodeUTF8=TRUE

 Note

Make a note of the Service ID number the system assigned to this service. Enter the service ID when you
set up your messaging channels.

11.4.3 Create Messaging Channels

The Administrator could use the short codes provided by the gateway provider, and the mashup web service, to
set up the messaging channels that would generate tickets from incoming SMS messages.

Go to Administrator Service and Social Communication Channels Messaging Services .

SMS Inbound Configuration

Maintain the Channel ID, Channel Name Short Code, Ticket Type (default ticket type would be used if not
maintained), and Ticket Options.for this channel. Enter the mashup service ID you noted in the previous task
for outbound messages from this channel.

SMS Outbound Configuration

Specify the ID of the mashup service you configured for your gateway provider.

11.4.3.1 Set Up Routing Rules for Tickets from Messages

Once the administrator has added messaging channels, create work distribution rules to route the resulting
tickets to the teams, or agents assigned to work on them.

For more information, see.Configure Ticket Routing Rules [page 77].

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11.4.3.2 Business Communication Monitoring for Messages

You can use business communication monitoring to verify whether SMS messages have been transmitted
successfully or not. If technical errors occur, they can be identified and resolved to prevent problems in follow-
on processes or with your business partner

11.5 Chat Communication Channel

SAP Cloud for Service can integrate third-party chat solutions to support service processes.

Once chat is integrated with your solution your customers can interact with you in the following ways:

● Send a message on social media or via email. The service agent responds with a chat URL and requests the
customer to enter the chat.
● Click a chat link to chat with the service agent currently processing the customer ticket. At the end of the
chat, the ticket is updated with the chat transcript.

Example

Your customer, Christina, is browsing your company web pages looking for support. She finds the chat button
and selects it. An initial information form displays asking for her name, email address, subject/topic, and other
optional fields. Christina enters her information in all the required fields. Then the system adds additional
information for you, the agent, who will be helping the Christina, and sends this to the agent or processor with
the appropriate skill set. You, the service agent, send Christina a URL to begin the chat session. She then sees
the welcome prompt for chat.

 Note

Depending on your system configuration, the chat transcript may be available to you after the live chat has
ended in the ticket interactions.

 Restriction

The transcript does not include emoji that appear in the chat.

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11.5.1 Configure Chat

Administrators would have to configure and enable a Chat Provider as a communication channel.

Context

Enable and add Chat as a communication channel to route and respond to tickets.

Procedure

1. Log on to the system.

2. Go to Administrator Service and Social Communication Channels Chat Provider .

3. In the Chat Provider Settings screen maintain the following details:

Fields Description

Channel ID Any ID

Channel Name Any Name

Service ID for API Mashup Web Service ID

Base Chat URL For calling the Mashup

Attributes Mapping Mapping between Mashup Parameter and Service Re­

quest Parameter

4. Save and close.

11.6 Communication Channel for Support Portal Integration

Set up a support portal using either SAP HANA Cloud Portal or an external support portal provider.

For Customer Service you could set up a support portal using either SAP HANA Cloud Portal or an external
support portal. However, for Employee Support, in addition to above options, you can also use the ASKHR
solution from Employee Central.

A support portal enables your customers or employees to create and update tickets in SAP Cloud for Customer
using a browser-based interface.

 Note

For setting up Support Portal, see documentation for the topic Setting up Your Partner Portal in the
related information section.

Support Portal with SAP HANA Cloud Platform [page 418]

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 Set up a support portal for customers or employees to create and update tickets.

Rich Text Content in Self-Service Portal Requests [page 418]

Support rich text content, images, and extension fields in tickets created from self-service portals.

11.6.1 Support Portal with SAP HANA Cloud Platform

Set up a support portal for customers or employees to create and update tickets.

Enable your customers and employees to report incidents and create support requests with a web-enabled
portal based on SAP HANA Cloud Platform.

 Note

Employee support requires integration with SucessFactors Employee Central.

● The portal site template is responsive - designed to run on mobile and desktop browsers
● No configuration necessary on your SAP Cloud for Customer system - Integration via oData APIs
● Fully customizable solution - incorporate your own branding
● Use example widgets as-is, or adjust as needed for your implementation
● Template files, full instructions, and optional widgets available for download on Github.

Download the support portal template package at this URL: https://github.com/SAP/hcp-portal-service-for-

support-site

11.6.2 Rich Text Content in Self-Service Portal Requests

Support rich text content, images, and extension fields in tickets created from self-service portals.

Your organization maintains a website that enables your customers to create service requests. These requests
must support both rich text capabilities and extension fields. SAP Service Cloud now supports these customer-
generated tickets with a series of enhancements:

● New business activity type: Memo. Use the memo activity to capture content entered on the website. The
data is then transferred to the ticket object.
● Memo list view and detail view
● Interactions – display memo activities in list view with rich text content and extension fields
● Response Editor – supports rich text content

The Memo activity is ideal for new customers starting a new implementation. If you already use portal
capabilities, once you start using the new Memo activity, the data is stored in the Memo Activity and not
directly in the Ticket. You can roll out the Memo activity to your users and consider it for your reporting use
cases.

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Memo Activity with Existing Self-Service Portal

Once you enable memo activities, you cannot switch back to the previous method of creating portal tickets.
Therefore, we recommend that you start with your test tenant to check if the memo activity meets all your
requirements. To enable the memo activity in your solution, create an incident requesting that SAP enable
memo activities for portal tickets.

11.7 Remove Personal Data in Communication Channels

The depersonalization function allows you to remove personal data from a business object to ensure
compliance with the applicable data protection requirements. Depersonalization is only available for users with
access to the Data Protection and Privacy work center.

The following table displays delete or depersonalize functions available for different communication channels:

Business Objects Delete Depersonalize

E-mail Yes Yes

Phone Call Yes Yes

Chat Yes

Messaging Yes

Social Media/User Profile Yes

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12 Contracts

Learn about sales and service contracts which allow you to quickly create and maintain agreements, maintain
contracts header, item, and covered objects, as well as create contracts from opportunities and sales orders.

 Note

Administrators and end-users will find details for both service and sales contracts in this solution guide.
Any pertinent details that apply strictly to service contracts or solely for sales contracts will clearly
identified. This document in available in both the Solution Guide for SAP Cloud for Sales as well as the
Solution Guide for SAP Cloud for Service.

With service contracts you can manage customer support agreements between you and your customers for
items according to the warranty coverage. With the solution you can track details about the type of support
that your customers are eligible for as long as the customer has an active contract. Your contract
administration team will define the contract details, such as entitlements (for service contracts), limited
products, and pricing. In addition, depending on the contract template, other details such as support coverage
based on hours, service level agreements (SLAs), as well support types may also be included in the contract.

Use sales contracts to determine contracts for quantity sales contracts with SAP ERP integration and contract
determination on item level for quotes and orders. One of the principle features of sales contracts includes bi-
directional quantity sales contract integration with SAP ERP. In addition, with sales contracts, contract
determination on item level for orders and quotes is also available.

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Whether you belong to the service team or sales team, as the end-user responsible for a customer contract,
you simply need to create a contract from a ticket, opportunity, or a customer quote. From there, when a
customer contacts you with an issue, the required information, such as contract subject matter, covered
objects, signature date and validity period are bundled in one place.

The Contracts work center supports you in creating service and sales contracts based on the required details
as well as displaying overview details about active contracts. As soon as you have finalized a contract with a
customer and it is active, the contract is determined during ticket creation and automatically added to the
ticket. If the contract contains SLAs (service level agreements), you will see them after the determination in the
ticket.

As a manager, with contract analysis you can view and analyze contract data such as, contract items, contract
value, release history, and more.

12.1 Scope and Configure Service and Sales Contracts

Administrators can configure service and or sales contracts using scoping, scoping questions, and fine-tuning
activities.

Go to Business Configuration Implementation Projects Edit Project Scope Scoping Service

Entitlement Management Service Contract Management Questions Service Contract Management.
Place a checkmark in the desired service contract sections and save your entries.

Administrators can configure sales contracts using scoping, scoping questions, and fine-tuning activities.

Go to Business Configuration Implementation Projects Edit Project Scope Scoping Sales New
Business Sales Contracts Business Option: Sales Contracts Questions. Place a checkmark in the
desired sections and save your entries.

12.1.1 Configure Document Types

Administrators can create custom document types to streamline filtering, define reports, or facilitate
assignments.

Administrators set-up documents types for sales and service contracts to enable data exchange with external
applications such as SAP ERP. Some standard document types are delivered by the solution. Administrator can
create document types that are transferable to SAP ERP configured as External Data in the solution.

Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune
Opportunities Document Types Maintain Document Types to edit your opportunity types.

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12.1.2 Define Quote and Contract Document Types for SAP
ERP Integration

Administrators can define quote, sales and service contract document types for SAP ERP with SAP Cloud for
Customer quotes, sales, and service contracts.

The fine-tuning of Document Types allows multiple settings for SAP ERP integration. You can leverage each
document type as a special business scenario/use case. Depending on your requirements, you can create
multiple document types for your desired business scenarios.

Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune
Activity Name: Sales Contracts, Service Contract, or Sales Quotes Document Types Maintain Document
Types. Select your Document Type and modify it to your business solution requirements.

External Pricing – A check in the box enables an external application such as SAP ERP, synchronously requests
prices. The transaction simulation determines not only pricing, but sales quotes, free goods, product
availability, and credit status based on SAP ERP customizing for this document type. From SAP Cloud for
Customer, you trigger the external application, by clicking Action Request External Pricing.

Replication – Administrators define the sales quote and the sales and service contract transfer behavior from
your SAP on-premise system to your cloud solution by selecting one of the following options:

● Bi-directional – Sales quote edits in your cloud solution are replicated to your SAP on-premise system,
syncing both quotes.

 Remember

Your SAP on-premise system is the leading system for these sales quotes, sales, and, service contracts.
Quotes created in your cloud solution can be replicated to your SAP on-premise system from Action
Submit. Quotes created in SAP ERP can be edited in SAP Cloud for Customer and the changes are
replicated in SAP ERP.

● Inbound – Quote edits completed in your cloud solution are not replicated to your SAP on-premise system.
Those quotes are overwritten if further replications are triggered from your SAP on-premise system.

 Note

We recommend that you control editable fields and actions from the page layout and only open
extension fields that do not require replication. (Creation of the sales quote is only possible in SAP ERP
and changes performed in SAP Cloud for Customer are not sent to SAP ERP).

● Empty – Leaving this field blank indicates the sales quote stays in SAP Cloud for Customer, but this option
still allows you to request external pricing.

 Note

This configuration only applies to new sales quotes as well as sales and service contracts. Existing sales
quotes and sales and service contracts behave using the inherited document type configuration. Existing
sales quotes and sales and service contracts behave as specified from the previous active document type
configuration.

Asynchronous Pricing – Administrators can modify the settings for external pricing. A synchronous call is
required to retrieve the complete pricing result from the SAP on-premise system to your cloud solution.

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Replicated sales documents also require a synchronous pricing update once the sales document is updated
during a save in SAP Cloud for Customer.

With this configuration, if the document was previously replicated, administrators can disable the synchronous
pricing call to the external system. In addition, you can disable the synchronous call completely, which is valid
for quotes created in your cloud solution. For both configuration options, the pricing status needs to be
calculated successfully through the asynchronous call from the external system. Select the option that suits
your business needs.

● Empty – Leaving this field blank triggers an automatic (once replicated) synchronous pricing call activation
(You see pricing-related errors, but configuration has performance impacts.).
● After replication – If document was replicated successfully, an automatic synchronous pricing call is
deactivated.
● Always – An automatic synchronous pricing call is always deactivated (leads to a performance advantage,
but possible pricing call error messages are no longer displayed directly in the UI, only asynchronously). No
matter the configuration, you can trigger pricing synchronously by clicking Action Request External
Pricing. With this configuration, avoid quote approvals that include external pricing elements.

 Note

To avoid data inconsistencies between SAP ERP and SAP Cloud for Customer, only replicated contracts are
used in tickets.

 Remember

Only new and sales and service contracts and sales quotes inherit changes in the document type
configuration. Existing contracts and sales quotes behave as specified in past active document type
configuration.

12.1.3 Define Contract Item Types

Administrators can explore and learn how to define contract item types.

Item types determine how an item category behaves in a contracts. Item item types are not necessary, but are
relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Products tab for contracts. You can use
these custom item types to process items based on SAP ERP item categories. You can also use item types for,
in order simulations to retrieve external pricing.

Define your own item types to reflect your company practices:

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by:
Activities Search and type Sales Quotes.
2. Click Contracts Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and save your entries.

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  Note

If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not
Relevant for Pricing. When an item that is not relevant for pricing is added to a quote, it does contain a price.
However, you can still add a price for this product manually.

12.1.4 Configure Sales Area Defaulting for Contracts

As an administrator, you can configure the sales area defaults for service and sales contracts.

Configure Sales Area Defaulting for service contracts by navigating to Business Configuration
Implementation Projects Edit Project Scope Questions Service Entitlement Management Service
Contract Management Business Option: Sales Area Determination for Contracts.

Configure Sales Area Defaulting for sales contracts by navigating to Business Configuration
Implementation Projects Edit Project Scope Questions New Business Sales Contracts Business
Option: Sales Area Determination for Contracts.

12.1.5 Configure Item Type Determination Rules

Administrators can configure multiple document and item types for contracts.

To edit involved parties, go to Business Configuration Implementation Projects Your Project Open
Activity List Fine-Tune Service Contracts Item Type Determination Rules Maintain Item Type
Determination Rules for Contracts .

12.1.6 Configure Involved Parties

Administrators can maintain involved parties for different types of items, such as leads or activities. In this step,
you can assign party roles and use determination rules for involved parties.

To edit involved parties, go to Business Configuration Implementation Projects Your Project Open
Activity List Fine-Tune Sales Contract Item Types Involved Parties Maintain Involved Parties.

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12.1.7 Configure Customer from Ship-To Party Role
Determination

Explore how administrators can activate or deactivate determination steps for your party roles for sales
contracts.

1. Go to Business Configuration Activity List Service Contracts (or Sales Contracts) Maintain Involved
Parties .
2. Go to Party Role Account.
3. Click Maintain Determinations.
4. Flag the determination steps.
5. Save and activate the desired determination.

12.1.8 Configure Contract Determination Dates

Administrators can configure active contract determination based on contract validity criteria for requested
dates in related tickets.

Configure this option by navigating to Business Configuration Edit Project Scope Questions Service
Customer Care Service Request Management Group: Entitlement Usage for Service Requests. Place a
check mark for question Do you want to determine activated service contracts, based on the contract validity
period at the time of the requested date in the ticket?

The following use cases are relevant when your business requires date considerations for future and past
tickets.

Date Considerations for Future Tickets

Future tickets are ones you create with a future request date. Contracts, which are currently in Ready status,
can be determined by ticket creation. A typical use case is tickets created in advance by maintenance plan. The
determination occurs if the status is Active at the requested future date of the service work ticket.

To create a ticket using future dates:

1. In the new work ticket, enter a requested date in the future.

2. Enter the entitled product in ticket.
3. The contract, with the applicable future date is determined.

12.1.9 Configure the Contract Determination Log

Learn how to add the contract determination log.

Go to Administrator Service and Social Contract Support Contract Determination Log .

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12.1.10 Configure Number Ranges for Contracts

Administrators need to configure number ranges to define the range of numbers assigned to sales and service
contracts.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Number Ranges.
2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the
solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.

12.1.11 Configure Contract Usage Restrictions

Learn how to set up usage restrictions for contracts to limit coverage based on additional criteria.

If you want to automatically restrict contracts to certain ticket types the first step is to create usage restrictions
in the Contracts fine tuning activity.

1. Navigate to Business Configuration Implementation Projects.

2. Select your implementation project and choose Open Activity List.
3. Select the Fine-Tune tab, and from the Activity List, choose Contracts.
4. Choose Maintain Contract Usage Restriction on the Contracts screen.
5. Add usage restriction codes and descriptions. Your codes should start with the letter Z.
6. Choose Save and Close when finished.

12.1.12 Configure Message Severity for Contracts

Upgrade, downgrade, or hide the severity level of errors and warnings for contracts.

You can configure message severity using the sales or service contract fine-tuning activity in the following
location: Business Configuration Implementation Projects First Implementation Project Open Activity
List Fine-Tune Sales Contracts (or Service Contracts) Message Severity Configuration.

12.1.13 Configure Covered Objects on Item Level

Administrators can maintain covered objects for items in a contract.

When a covered object is maintained at item level, this contract item is only determined if this covered object
was set as reference object (in a ticket).

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If there is no entry for a covered object on item level, this contract item can also be determined. The
determination is then derived from either the covered objects of the next higher item level or by the covered
objects stored on header level.

Configure this option by navigating to Business Configuration Edit Project Scope Questions Service
Entitlement Service Contract Management Group: Covered Objects on Item Level . Select the Do you want
to work with covered objects on an item level? question.

12.1.14 Configure Release Authorized Parties

Administrators can configure the release authorized party for sales and or service contracts.

Go to Business Configuration Activity List Service (or Sales) Contracts Involved Parties and click
the Active flag to activate Authorized Party. Next, in the Involved Parties tab, add the customer which is the
authorized party.

12.1.15 Configure Object-Centric Contract Determination

Administrators can learn how to configure contract determination in tickets by scoping the system to
determine the search strategy.

Navigate to Business Configuration Edit Project Scope Questions Service Customer Care Service
Request Management Group: Entitlement Usage for Service Requests. .

Select the Do you want to determine contracts in tickets (disregarding customer account) based only on
Registered Products or Installation Points as reference? question.

12.1.16 Define Custom Attachment Types for Contracts

Administrators can define additional documents types for attachments in contracts.

1. Go to Business Configuration Activity List Customer-defined documents types for attachments .

2. Place a check mark in the Usage section for contract header.
3. Click Add Row.
4. Enter an additional document type.
5. Save your entries.

Open a contract and navigate to Attachments, click Add to view the list of attachment types.

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12.1.17 Configure Contract Restrictions Based on Ticket Type

Administrator can configure contract types and usage restrictions based on additional criteria such as ticket
type.

You can create different contract document types with restricted coverage based on the context they are used
in. You can associate specific contract types with specific ticket types to auto assign the appropriate contract
for a ticket type.

Set up ticket document types to support contract restrictions as follows:

1. Go to Business Configuration Implementation Projects .

2. Select your implementation project and choose Open Activity List.
3. Go to Fine Tune Activity List Tickets for Customer Support Tickets for Customer Support
Maintain Document Types .
4. Add document types and descriptions. A new document type should start with the letter Z.
5. Select a Contract Usage Restriction for each document type as required.
6. Choose Save and Closewhen finished.

Users can specify usage restrictions for each contract item. When a user creates a work ticket, the system
automatically applies the specified usage restrictions based on the ticket type.

12.1.18 Define Item Processing Codes for Tickets

Learn how to set-up item processing codes used for quantity contracts.

Context

Item processing codes are essential when working with quantity contracts. They determine how items (and
their related products) are handled in the following business process. Specifically if there is an increase,
decreases, or no impact in ticket items. Follow the steps below to set-up item processing codes for your
business.

Procedure

1. 1. Navigate to Business Configuration Open Activity List Fine-Tune Show All Activities Tickets for
Customer Support Maintain Item Processing Codes.
2. Select Add Row.
3. To create item processing codes, populate the required fields.
4. Save your entries.

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12.1.19 Configure Contract Payment Terms

You configure payment terms in the solution, based on company business needs. Payment terms define when
an invoice must be paid, and whether a discount is applicable, depending if payments were made within the
agreed upon time period.

Configure payment terms for contracts by navigating to Business Configuration Implementation Projects
Open Activity List Fine-Tune Find: Accounts Payment Terms Maintain Payment Terms.

When working from the:

● Contracts Header, view the Payment Terms. Click the dropdown to select the correct payment term.
● Contracts Items tab, view the payment section in General Data. Click the dropdown to select the correct
payment term.

12.1.20 Configure Offline Contract Item Determination

General availability has been made for administrators to configure contract item determination to use in offline
mode. Navigate to Business Configuration Edit Project Scope Questions Service Customer Care
Service Request Management and place a check mark for question Do you want to determine contract
items for tickets in offline mode?

12.1.21 Modify Contract Types Using the Data Workbench

Administrators can use the Data Workbench to modify sales and service contract types even after they are
created.

1. Navigate to the Data Workbench.

2. Export contracts.
3. Modify the contract type.
4. Update contracts in the Data Workbench.

12.1.22 Configure Excel Export Restriction for Contracts

Administrators can configure a restriction so that business role users cannot perform Excel exports for service
and sales contracts.

Configure Excel export authorization restrictions by navigating to Administrator Business Roles Select
role (that includes the Contracts work center) Fields & Actions Business Actions Restrictions Add row
and search for Microsoft Excel.

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12.1.23 Remove Personal Data in Contracts

The depersonalization function allows users to remove personal data from a business object, such as
contracts, to ensure compliance with the applicable data protection requirements.

Depersonalization is only available for users with access to the Data Protection and Privacy work center.

The Data Privacy Management tab allows those responsible for data protection issues in an organization to
respond to personal information removal and disclosure.

Remove personal data in contracts by navigating to Contracts All Contracts (or select desired contracts
Actions Depersonalize.

12.2 Create Contracts

Users can create a contract and add details such as name, service level, dates, and involved parties. Additional
details such as covered objects, items, pricing, are added in their respective sections in the contract.

You can create the contract, request pricing, and send it to the customer for review before activating it upon
receipt of the customer’s signature. Further details such as covered objects, items, pricing, are added in their
respective sections in the contract.

As long as contracts are in negotiations, such as an internal or external review process with customers, the
contract status will remain with status In Preparation, meaning the contract is created but not ready to be used
in service tickets.

You also have the option to select from existing contract templates which were are usually created by your
contract administrator or manager. As an end-user, the contract template will help you save time by pre-
populating fields especially for standard customer contract requests.

Some companies only have a fixed (standard) number of contracts with a defined portfolio of services in their
market offering. Therefore, customized contracts won’t be created and the contract representative will select
one of the company’s standard contracts.

Create a Contract [page 431]

Learn how to create a contract.

Create a Contract from a Template [page 433]

Create contracts using templates, which automatically populate data in selected fields.

Create Contracts from Accounts and Individual Customers [page 434]

Users can create a contract from accounts or individual customers.

Create a Contract from an Opportunity [page 434]

You can create contracts directly from the opportunity and some relevant details are copied to the
contract. If desired, you can bypass creating an opportunity and create a contract (proposal) directly.

Create a Related Contract [page 435]

Create a related contract by copy everything into a new contract except the contract ID, external
reference, signed on, begins on, ends on and internal comment.

Assign Territories to Contracts [page 435]

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 Users can assign one territory to a contract, as well as search for and display territory changes in
contracts.

12.2.1 Create a Contract

Learn how to create a contract.

1. Navigate to Contracts New .

2. Add contract details.
3. Navigate to Covered Objects of the contract to search for the customer’s product, preferably using the
search function to look for the product’s unique Serial ID.

 Note

If you enter a serial ID, the corresponding product is added automatically. You can also use the value
help to search for the serial ID or you can register it. To register a product select New Registration from
the value help.

4. Select Add and the customer’s desired product (covered object) are appended to the contract.

 Note

Depending on how the product item was created in the solution, details such as the serial ID, registered
products, product category, will be automatically populated in the contract fields.

When adding product items to a covered object, select the Product Value Selection Show
Advanced Filter from the Products tab. This allows you to quickly filter filters such as Product
Category ID and Product Category Description.

5. Navigate to the Itemstab to assign for example, an entitlement product ‘Extended warranty’ for the
previously added covered object.

 Note

In this case, a product ‘Extended Warranty´ has been added as a contract item. The desired warranty
for example, ‘Warranty 50%’ is automatically added.

6. Assign an entitled services & parts product, for example ‘Repair Hours'.

 Note

This agreement gives the customer the right in case of an incident (within contract validity) to raise a
claim of a 50% discount for all of the repair hours required to fix the product issue.

7. Save your entries.

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12.2.1.1 Define Contract Item Types

Administrators can explore and learn how to define contract item types.

Item types determine how an item category behaves in a contracts. Item item types are not necessary, but are
relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.

You can define alternative item types for the item types delivered in the standard solution. These alternative
item types are then displayed for the corresponding items under the Products tab for contracts. You can use
these custom item types to process items based on SAP ERP item categories. You can also use item types for,
in order simulations to retrieve external pricing.

Define your own item types to reflect your company practices:

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by:
Activities Search and type Sales Quotes.
2. Click Contracts Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and save your entries.

 Note

If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not
Relevant for Pricing. When an item that is not relevant for pricing is added to a quote, it does contain a price.
However, you can still add a price for this product manually.

12.2.1.2 Configure Sales Area Defaulting for Contracts

As an administrator, you can configure the sales area defaults for service and sales contracts.

Configure Sales Area Defaulting for service contracts by navigating to Business Configuration
Implementation Projects Edit Project Scope Questions Service Entitlement Management Service
Contract Management Business Option: Sales Area Determination for Contracts.

Configure Sales Area Defaulting for sales contracts by navigating to Business Configuration
Implementation Projects Edit Project Scope Questions New Business Sales Contracts Business
Option: Sales Area Determination for Contracts.

12.2.1.3 Configure Number Ranges for Contracts

Administrators need to configure number ranges to define the range of numbers assigned to sales and service
contracts.

1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

Search and type Number Ranges.

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 2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the
solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.

12.2.1.4 Configure Message Severity for Contracts

Upgrade, downgrade, or hide the severity level of errors and warnings for contracts.

You can configure message severity using the sales or service contract fine-tuning activity in the following
location: Business Configuration Implementation Projects First Implementation Project Open Activity
List Fine-Tune Sales Contracts (or Service Contracts) Message Severity Configuration.

12.2.2 Create a Contract from a Template

Create contracts using templates, which automatically populate data in selected fields.

Context

Contract Templates can be used to accelerate and standardize contract creation.

Procedure

1. Create a new contract in the Contracts work center.

2. Click Contract Template.
3. Select the desired sales contract template.
4. Accept the template default contract data.
5. Click Save and Open.
6. Assign remaining entries such as the Customer details.

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12.2.3 Create Contracts from Accounts and Individual
Customers

Users can create a contract from accounts or individual customers.

1. Open an existing account or individual customer.

2. Go to the Contracts tab.
3. Click New.
4. Click New Contract.
5. The account you opened in the previous step is defaulted in the new contract.

 Note

The contract type (sales or service) is defaulted and equal to the type applied by the user in the last
contract setup.

 Note

You can also default the sales area.

12.2.4 Create a Contract from an Opportunity

You can create contracts directly from the opportunity and some relevant details are copied to the contract. If
desired, you can bypass creating an opportunity and create a contract (proposal) directly.

Context

In some cases, a customer might during their decision and proposal process inquire about a service contract
before purchasing it which is why an opportunity is created for a contract.

For the companies providing contracts, opportunities are an indispensable prerequisite for calculating the
company revenue forecast.

Procedure

1. Navigate to Opportunities New .

2. Enter the required details such as the opportunity name, account, and owner.
3. Enter additional opportunity details such as the sales team, required service, and expected value.
4. Navigate to the Contracts tab of the opportunity and click New.
5. Save your entries.

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12.2.5 Create a Related Contract

Create a related contract by copy everything into a new contract except the contract ID, external reference,
signed on, begins on, ends on and internal comment.

Context

Related Contracts are associated and processed, for example, in contract renewal process.

Procedure

1. Go to Contracts and open the contract from which you want to create the related contract.
2. Go to Related Contracts tab and choose New.
3. Enter the entries, such as Signed On, Begins On, and Ends On.
4. Save the entries.

12.2.6 Assign Territories to Contracts

Users can assign one territory to a contract, as well as search for and display territory changes in contracts.

To assign a single territory to a contract (noting that only one territory per contract is allowed),

1. Create a new contract.

2. Enter the contract details.
3. Click the field help in the Territory field.
4. Use the value selector to filter territory displays, such as:
○ All Territories
○ Related Territories
○ My Territories
○ My Related Territories
5. Select a territory to assign to your contract and save your entries.
6. Territories assigned to contracts appear in the contract Overview, Quick view, as well as the contract list.

 Note

Territory modifications made to contracts appear in the Contract Changes tab.

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12.2.6.1 Create Realignment Runs for Contracts

As an administrator, learn how to define a territory realignment run for contracts.

Follow the procedures to define a realignment run for contracts and territories.

To define a realignment run for contracts and territories, proceed as follows:

1. Choose Sales New Realignment Runs. .

A wizard appears to help you create a realignment run.
2. In the first step, define rules for calculating territory owners. These rules determine how accounts are
assigned to territories.
3. Choose Next.
4. In this step, you can add accounts that you want to maintain manually as exceptions to the rules you
defined.
5. Choose Next.
6. In this step of the wizard, enter a title for the realignment run.
7. Choose Create.
In the last step of the wizard, the system displays the ID of your realignment run and provides information
about where to find it.
8. To display the realignment run, choose the title of the realignment run, which appears as a link.
On the overview screen that appears, you can see the status, details, and results of the realignment. You
can also access your realignment run as described in the task Realigning Contracts and Territories.
9. Make the changes you defined in this realignment run by realigning contracts and territories.

12.2.6.2 Access Restrictions for Contracts with Territories

Learn how to maintain access context for the Contracts work center.

1. Open the business role by clicking the work center Administrator General Settings Business Roles
and select the hyperlink of the business roles you want to assign an access context to.
2. Click the Access Restrictions tab.
3. Select the CONTRACT_WCVIEW assign territory access context to it.
4. In the Read Access field, select Unrestricted or Restricted.

 Note

Choosing Unrestricted means that the user has access to all business data related to the tab. Choosing
Restricted means that the user only has access to specific business data, depending on the access
context.

5. Choose Restricted to restrict the read access further.

 Note

Not every work center tab has access context that can be modified.

From the Restriction Rule dropdown, select the desired rule for the contract work center tab:

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 ○ Territories (Employees for Managers)
○ Territories, Employees
○ Territories
○ Employee Accounts (Account and Territory Team)
6. In the Write Access field, select Unrestricted, Restricted, or No Access.

 Note

Choose only No Access if the Write Access has been set to Restricted and this selection means that the
user has no write access to the work center tab.

7. If you choose to restrict the Write Access, from the Restriction Rule dropdown, select the desired rule you
wish to restrict.

12.3 Maintain Contracts

Once users have created contracts, they can modify contract details such as updating or adding the involved
parties, covered objects, billing plan, customer call notes, as well as assigning territories assignment. When
working with contracts, users benefit from the basic and advanced search to easily query contracts.

Maintain Involved Parties for Contracts [page 438]

Users can maintain involved parties on header level and item level.

Maintain Contract Items [page 440]

You can explore the types of items used in contracts, how to structure and renumber contract items, as
well as add contract items from templates.

Maintain Contract Covered Objects [page 441]

Modify Contract Types Using the Data Workbench [page 442]

Administrators can use the Data Workbench to modify sales and service contract types even after they
are created.

Copy and Paste Product Mass Entries in Service Contracts [page 443]
Users can can copy items from Excel using the copy and paste function in the product table.

Service Contract Summary [page 443]

Manage Access Restriction for Contracts [page 443]

You can assign access rules to users for Contracts.

Use Contract Queries [page 444]

You can use the predefined contract queries to display relevant contracts or download contracts for
offline.

Manage Territory in Contracts [page 444]

Territory of Contracts is aligned with Territory of Accounts.

Use Incoterms in Contracts [page 444]

Incoterms inform sales contracts the respective obligations, costs, and risks involved in the delivery of
goods from the seller to the buyer.

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12.3.1 Maintain Involved Parties for Contracts

Users can maintain involved parties on header level and item level.

1. From the Products tab, use personalize or adapt to add Item Involved Parties.
2. Administrators must go to fine-tuning activity Sales Quotes Involved Item Parties .
3. Party roles on item level are copied from header parties. If you do not need party roles for reporting or
follow-up processes, we recommend deactivating them in the item party schema.

 Note

Ship-to parties are maintained in the sales quote product table. Please keep the activation in the item
schema in case a copy and follow-up action should also copy the item party.

12.3.1.1 Define Custom Attachment Types for Contracts

Administrators can define additional documents types for attachments in contracts.

1. Go to Business Configuration Activity List Customer-defined documents types for attachments .

2. Place a check mark in the Usage section for contract header.
3. Click Add Row.
4. Enter an additional document type.
5. Save your entries.

Open a contract and navigate to Attachments, click Add to view the list of attachment types.

12.3.1.2 Use Release Authorized Parties in Contract

Determination

Learn how to use release authorized parties in contract determination.

Create a contract for an account. In the contract header, set the flag Include Authorized Parties. Next you can
add the party role Authorized Party.

 Note

If required, from a contract, add the Involved Parties tab.

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12.3.1.3 Use Account Hierarchy for Contracts

When working with contracts in accounts, users can set up details that consider account hierarchies for
contracts.

1. Create a parent account with a child hierarchy.

2. From the parent account, navigate to Contracts and click New to create a contract.
3. In the contract, place a check mark in the Include Account Hierarchy field.
4. Navigate to the Contracts tab of the child account .
5. Click Advanced Search (Involved Party is the Child account) and place a check mark in the Include Parent
Accounts field.
6. Search for and locate additional contracts from parent accounts.

12.3.1.4 Use Customer from Ship-To Party Role

Determination

Learn how configure and use the determine customer for ship-to party roles in account relationships for
contracts.

 Remember

Administrators need first maintain involved parties. Go to Business Configuration Activity List
Service (and or Sales) Maintain Involved Parties . Go to party role account and click Maintain
Determinations and flag the determination steps for the account.

Follow the steps to determine customer for ship-to party roles in account relationships for contracts.

1. Open an existing account.

2. Click the account Relationships tab.
3. Add the relationship Has ship-to party and the related business partner.
4. Go to Quick Create for contracts.
5. Click contract Quick Create or create a new contract.
6. Select the contract type such as service or sales.
7. Enter the ship-to party and the customer is automatically displayed and defaulted.

12.3.1.5 Use Involved Parties for Service Contracts with

Territories

Administrators can learn which party roles can be activated or deactivated for contracts with territories.

Territories can be considered for party determination for the following roles:

● Contract Administrator: Responsibility Contract Administrator of Account Team

● Employee Responsible/Owner: Employee Responsible of Account Team

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● Sales Employee: Sales Employee of Account Team

 Note

We recommend deactivating determination steps not needed for your business.

1. Navigate to the Fine-Tune party role Service Contracts Maintain Involved Party Party Role
Assignment.
2. Click Add Row.

 Note

Only custom party roles can be added to a party schema.

3. Click Delete if you no longer require specific party roles.

 Note

You can only remove custom party roles from your party schema. Removal of the Activate flag can be
used as an alternative.

 Note

Only active party roles appear in the Involved Parties value help.

4. Click Maintain Determinations Activate or Deactivate the desired party roles.

12.3.2 Maintain Contract Items

You can explore the types of items used in contracts, how to structure and renumber contract items, as well as
add contract items from templates.

12.3.2.1 Use Covered Objects on Item Level

As contract administrator, you maintain covered objects for items in a contract.

When covered objects are maintained at item level, the contract item will only be determined if this covered
object was set as reference object (in a ticket).

If there is no entry for a covered object on item level, this contract item can also be determined. The
determination is then derived from either the covered objects of the next higher item level or by the covered
objects stored on header level.

If you don’t maintain covered objects on header and on item-level, then all objects are covered.

Example

● Contract Gold
○ Covered objects tab (Header Level): [Covered Objects] A, B, and C

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 ○ Items tab
Line 10 Extended Warranty - Covered Object tab: >no entry< [= ´A´, ´B´ and ´C´ are covered]
○ Item 20 Extended Support Covered Objects tab: >´A´<
[= [only] product ´A´ is covered]
○ Item 20-10 (subset) Covered Object tab: ´no entry´
[= [only] ´A´ is covered

In SAP ERP there are covered objects (internally known as technical objects) only on item level. To be
compatible, we recommended a design the cloud contract as follows:

● Contract Gold (SAP ERP compatible)

○ Covered Objects tab (Header Level): >no entry<
○ Items tab
○ Item 10 ´Extended Warranty´ - Covered Objects tab: A, B, and C
○ Item 20 ´Extended Support´ Covered Objects tab: A
○ Item 20-10 (subset) Covered Object tab: A

In SAP ERP, the logic is: no technical object assigned on contract item level implicates the contract item is valid
for all technical objects.

You can maintain a covered object for an item in a contract and also remove one or more covered object for an
item in a contract. Highlight the items you wish to remove, and then select More Remove .

You can search for contracts using the Contracts list table. This query searches for covered objects at the
header or item level. Other functions include:

● Copy: When users copy a contract, the covered objects maintained at item level are also copied.
● Change: Any modifications to covered objects on item level (including creation, modifications, and or
removal) are displayed in the contract Changes tab.

12.3.2.2 Add Contract Items from a Template

12.3.3 Maintain Contract Covered Objects

12.3.3.1 Use Covered Objects on Item Level

As contract administrator, you maintain covered objects for items in a contract.

When covered objects are maintained at item level, the contract item will only be determined if this covered
object was set as reference object (in a ticket).

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If there is no entry for a covered object on item level, this contract item can also be determined. The
determination is then derived from either the covered objects of the next higher item level or by the covered
objects stored on header level.

If you don’t maintain covered objects on header and on item-level, then all objects are covered.

Example

● Contract Gold
○ Covered objects tab (Header Level): [Covered Objects] A, B, and C
○ Items tab
Line 10 Extended Warranty - Covered Object tab: >no entry< [= ´A´, ´B´ and ´C´ are covered]
○ Item 20 Extended Support Covered Objects tab: >´A´<
[= [only] product ´A´ is covered]
○ Item 20-10 (subset) Covered Object tab: ´no entry´
[= [only] ´A´ is covered

In SAP ERP there are covered objects (internally known as technical objects) only on item level. To be
compatible, we recommended a design the cloud contract as follows:

● Contract Gold (SAP ERP compatible)

○ Covered Objects tab (Header Level): >no entry<
○ Items tab
○ Item 10 ´Extended Warranty´ - Covered Objects tab: A, B, and C
○ Item 20 ´Extended Support´ Covered Objects tab: A
○ Item 20-10 (subset) Covered Object tab: A

In SAP ERP, the logic is: no technical object assigned on contract item level implicates the contract item is valid
for all technical objects.

You can maintain a covered object for an item in a contract and also remove one or more covered object for an
item in a contract. Highlight the items you wish to remove, and then select More Remove .

You can search for contracts using the Contracts list table. This query searches for covered objects at the
header or item level. Other functions include:

● Copy: When users copy a contract, the covered objects maintained at item level are also copied.
● Change: Any modifications to covered objects on item level (including creation, modifications, and or
removal) are displayed in the contract Changes tab.

12.3.4 Modify Contract Types Using the Data Workbench

Administrators can use the Data Workbench to modify sales and service contract types even after they are
created.

1. Navigate to the Data Workbench.

2. Export contracts.
3. Modify the contract type.
4. Update contracts in the Data Workbench.

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12.3.5 Copy and Paste Product Mass Entries in Service
Contracts

Users can can copy items from Excel using the copy and paste function in the product table.

This task allows you to quickly paste Items, Covered Objects, Entitled/ Excluded Services & Parts. Ensure that
the copied data exactly matches the order of columns in the user interface.

1. Open a contract.
2. Go to the Items tab of a contract.
3. Click the Paste icon and the paste field appears.
4. Click in the Paste supported source data, such as Excel field.
5. Use your keyboard paste function, such as Ctrl + V (or Shift + Insert) to paste the data in the field.

12.3.6 Service Contract Summary

12.3.7 Manage Access Restriction for Contracts

You can assign access rules to users for Contracts.

For users with assigned Business Roles, you can set Read and/or Write Access Rules for Contracts via Access
Restrictions.

Restriction Rule Rule Description

01 Employee Access only if employee forms part of at least one of the

Involved Parties used in the contract.

02 Sales data of Employee Access only if Employee Sales Data (Sales Organization,
Division, Distribution Channel) is equal to the Sales Data
used in Contract.

03 Employee, Sales Data of Employee Access only if the employee forms part of at least one of the
Involved Parties of the contract or the Employee Sales Data
(Sales Organization, Division, Distribution Channel) is equal
to the Sales Data used in the Contract.

04 Sales Organization of Employee Access only if the Sales Organization is equal to the Sales
Organization used in the Contract.

05 Employees for Managers Managers have access to all the contracts of the employees
they are responsible for.

06 Employee, Accounts (Account Team) Access if the employee is directly assigned as involved party
in the contract and/or if employee is assigned to the
Account Team of the Contract Account.

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12.3.8 Use Contract Queries

You can use the predefined contract queries to display relevant contracts or download contracts for offline.

The predefined contract queries are:

● Contracts Expiring Soon

The query lists the contracts which will be expired within next 28 days.
● Contracts for My Territories
The query lists the contracts with same territory as you are assigned to.
● My Contracts
The query lists the contracts where you are assigned as the Involved Party of Contract Administrator
and/or Employee Responsible.
● My Customers' Contracts
The query lists the contracts of the specific customers whose account teams you are assigned to,
regardless of the role you are assigned in the account teams.
● My Team's Contracts
The query lists the contracts where you or any of your team members are assigned as Involved Party of
Contract Administrator and/or Employee Responsible.

12.3.9 Manage Territory in Contracts

Territory of Contracts is aligned with Territory of Accounts.

Contracts are included as part of the realignment runs while single territory per account is configured. When
the territory of an account is updated, the territory of the associated contracts is also updated. The update
interval for open contracts is 8 minutes and for closed contracts is 30 minutes.

12.3.10 Use Incoterms in Contracts

Incoterms inform sales contracts the respective obligations, costs, and risks involved in the delivery of goods
from the seller to the buyer.

12.4 Service Contracts and Tickets

Learn about covered objects, the reference object in the ticket and how agents can navigate from the ticket
contract hyperlink directly to the contract, search for contracts, embed tickets in contracts, and determine
relevance of covered objects in ticket header.

Display a Ticket from a Service Contract [page 445]

Users can display tickets directly from a service contract by navigating to Contract and searching for or
selecting a contract. From the contract, navigate to the Ticket tab.

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 Service Contract Determination in Tickets [page 447]
Contract are determined and automatically added to a work ticket during ticket creation. This also
applies to a SLA (service level agreement), which might form as part of a contract that you would be
able to view after ticket determination in the ticket header.

Service Determination Relevance of Item Covered Objects in Ticket Header [page 447]
Administrators can configure Determination Relevance of Covered Objects.

Compare Service Determination Relevance of Item Covered Objects in Ticket Header [page 448]
Users can compare values entered as ticket references (such as Products, iBase, and Serial ID) to
covered objects assigned to contract items to determine an applicable contract.

Choose Item Processing Codes for Quantity Service Contracts [page 448]
Learn about item processing codes and how the target, release, and remaining quantities are
calculated as well as the affect on your service tickets (items).

12.4.1 Display a Ticket from a Service Contract

Users can display tickets directly from a service contract by navigating to Contract and searching for or
selecting a contract. From the contract, navigate to the Ticket tab.

12.4.1.1 Search for Tickets Related to Service Contracts

You can search for tickets associated with contract (on header and item level).

User can create or select queries for:

● Header - Contract was assigned on ticket header level.

● All - Contract was assigned on ticket header and or ticket item level (all tickets, to which this contract has
been determined).
● Items - Only ticket item to contract item assignments.

 Note

Based on the selected query, there are different field compositions for advanced search and result
columns.

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12.4.1.2 Check Service Tickets Related to a Contract

The covered object is equal to the reference object in the ticket – for that reason the agent can easily navigate
from the ticket contract hyperlink directly to the contract to inform customers about their entitlements.

Context

A customer has an issue with a product and contacts the service representative providing them their contract
id or contract name. To react quickly to the customer’s request, the representative wants to view only the
tickets only for a particular customer contract.

Procedure

1. Search for the contract and open it.

2. Navigate to Tickets.
3. Select the correct Ticket ID.

4. From the ticket overview, select Summary Preview to review billing details.
5. If desired, add notes to the ticket.
6. Save your entries.

For quantity contracts, you can select the quantity contract item and search in its Release History for
related tickets to see remaining quantity.
You can also navigate to the Ticket tab of the contract to see all tickets related to the contract.

Related Information

Tickets [page 23]

12.4.1.3 Embed Tickets Table in Service Contracts

Administrators can embed the tickets table tab in a contract overview section.

To have a highly flexible query for contract related tickets, we recommend embedding tickets section in
contracts.

1. As an administrator, navigate to Tickets tab of a contract.

2. Go to Adapt Edit Master Layout .
3. Click Copy.

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 4. Go to the contract Overview section.
5. Select a section in the Overview section to embed the Tickets table.
6. Click Paste.
7. Click Apply.
8. Click Adapt End Layout .

You can now view the embedded Tickets table including all of its queries.

12.4.2 Service Contract Determination in Tickets

Contract are determined and automatically added to a work ticket during ticket creation. This also applies to a
SLA (service level agreement), which might form as part of a contract that you would be able to view after
ticket determination in the ticket header.

The following are some features of contract determination ina ticket:

● Contract determination in a ticket occurs based on ticket header information and item data.
● There is no direst dependency between the contract determination given by ticket header and the
contracts determined by the ticket items.
● It is possible to maintain multiple contracts in item level.
● Contract hierarchy is supported.
● Setting different contract determination logic and parameters is possible via BaDI implementation.

12.4.3 Service Determination Relevance of Item Covered

Objects in Ticket Header

Administrators can configure Determination Relevance of Covered Objects.

With the configuration, users can create a new contract and choose one of the following Determination
Relevance of Covered Objects types:

● Limited to Item Covered Objects - This selection is the system default. If a user enters in the ticket
processing a Serial ID as a Ticket Reference Object, the contract determination on ticket header is only
considered for contracts where this Serial ID is listed as a covered object on contract item.
● Consider Header Covered Objects - If a user chooses this selection (or leaves the field blank), and enters
ticket processing such as a Serial ID as a Ticket Reference Object, the contract determination on ticket
header is only considered for contracts where this Serial ID is listed as a covered object on contract header

To configure Determination Relevance of Covered Objects, navigate to Business Configuration

Implementation Projects Open Activity List Service Contracts Document Types Maintain Document
Types and add an select an entry from Determination Relevance.

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12.4.4 Compare Service Determination Relevance of Item
Covered Objects in Ticket Header

Users can compare values entered as ticket references (such as Products, iBase, and Serial ID) to covered
objects assigned to contract items to determine an applicable contract.

When working with tickets that have a contract, the solution considers covered object assigned to contract
items. It also considers covered objects assigned to the contract header referencing covered objects that fit.

12.4.5 Choose Item Processing Codes for Quantity Service

Contracts

Learn about item processing codes and how the target, release, and remaining quantities are calculated as well
as the affect on your service tickets (items).

With quantity contracts, you can administer contract determination for defined products which should be
restricted in a period to a specific target quantity.

Businesses typically use quantity contracts when they need to:

● Enable a flexible contract design based on individual customer business needs.

● Keep their contract cost risk within an acceptable limit.
● Offer an easy and intuitive contract set up without operating errors.
● Stay informed about contract usage details.

In general, code types are used in tickets (items) to determine how items (and their related products) are
handled in the business process. Therefore, if you have contracts in the system, the code types you choose
when setting up item processing codes have a considerable influence on the way your business works with
quantity contracts. Mainly, the choices made will result in how the target, release, and remaining quantities are
calculated, so consider these factors when setting up your solution.

Whether the item processing code increases, decreases, or has no impact in ticket items, you’ll find various
service transaction processing type codes depending on your solution set-up. Depending on the item
processing code, different handling for quantity call off (release) in contract items are relevant.

12.4.5.1 Decrease Remaining Quantity in Quantity Service

Contracts

Learn about the item processing codes that have a (decrease) impact in quantity contracts.

The following item processing codes defined in fine-tuning have a (decrease) impact on defined product
quantities in quantity contracts if they are used in tickets:

● 0001 SERVICE = Time

● 0002 PART_CONSUM_FROM_TECHN_STOCK = Part Consumption from Technician Stock
● 0004 PART_ADV_SHIP_TO_CONSI_STOCK = Part Advance Shipment to Customer Consignment Stock

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 ● 0007 PRODUCT_WITHOUT_COST = Billing Request
● 0009 CUST_ITEM_CONFIRMATION = Item Confirmation

Example

A ticket is created and the technician provides a service, for example, using a spare part or time in accordance
with the contract covered objects. Once the service occurs and is recorded in the solution, you will see a
modification in the target definitions resulting in an increase in the release quantity and a reduction in the
remaining quantity.

12.4.5.2 Increase Remaining Quantity in Quantity Service

Contracts

Learn about the item processing code that has an (increase) impact in quantity contracts.

The following item processing code defined in fine-tuning has an (increase) impact on defined product
quantities in quantity contracts if they are used in tickets:

● 0005 PART_RET_PICK_FROM_CONSI_STOCK = Part Return from Customer Consignment Stock

Example

The service technician provided a service in accordance with the contract covered objects. The stock for
example, a boiler was returned. Once the service occurs and is recorded in the solution including the boiler
return, you will see a modification in the target definitions resulting in a decrease in the release quantity and an
increase in the remaining quantity.

12.4.5.3 Impact of Remaining Quantity in Quantity Service

Contracts

Learn about the item processing code that have no impact in quantity contracts.

The following item processing codes defined in fine-tuning have no impact on defined product quantities in
quantity contracts if they are used in tickets.

● 0003 PART_CONSUM_FROM_CONSI_STOCK = Part Consumption from Customer Consignment Stock

● 0006 COMPLAINT_REQUEST_PRODUCT = Complaint Request
● 0008 CUST_ITEM_PLANNING = Item Planning
● 0010 EXTERNAL_PROCUREMENT = External Procurement

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Example

In the first example, the technician provided a service in accordance with the contract covered objects. The
stock, for example, one boiler was already sent as ´Part Advance Shipment to Customer Consignment Stock
part´ to the customer. This has had an impact on the product quantity of the quantity contract.

For this reason a ticket item with type ´Part Consumption from Customer Consignment Stock´ won´t have any
further impact on the product quantity of the quantity contract resulting in the release quantity and remaining
quantity staying the same.

Example

In the second example, the technician creates a complaint item about a product. As there is not yet a clear
picture about the next steps for this ticket item, there is not an impact on target definitions. The same applies
for external procurement for example in a DIY (Do it yourself).

12.5 Service Contract Determination and Assignment in

Tickets

Learn how the systems uses contract determination to search for and reference to existing contracts created in
the system as well as the assignment of tickets in contracts. Contracts are determined orders if they have the
same product, customer (sold-to party) and org. data (sales org unit, distribution channel, and division).

Compare Service Determination Relevance of Item Covered Objects in Ticket Header [page 448]
Users can compare values entered as ticket references (such as Products, iBase, and Serial ID) to
covered objects assigned to contract items to determine an applicable contract.

Use the Contract Determination Log [page 451]

Explore how you can use the contract determination log to view which sales and services contracts
were determined and why.

Use Release Authorized Parties in Contract Determination [page 438]

Learn how to use release authorized parties in contract determination.

Include Eligible Parties for Call-Offs [page 451]

Users can assign quantity contracts to eligible parties for call-off quantities in sales orders and sales
quotes.

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12.5.1 Compare Service Determination Relevance of Item
Covered Objects in Ticket Header

Users can compare values entered as ticket references (such as Products, iBase, and Serial ID) to covered
objects assigned to contract items to determine an applicable contract.

When working with tickets that have a contract, the solution considers covered object assigned to contract
items. It also considers covered objects assigned to the contract header referencing covered objects that fit.

12.5.2 Use the Contract Determination Log

Explore how you can use the contract determination log to view which sales and services contracts were
determined and why.

1. Go to Administrator Service and Social Contract Support Contract Determination Log.

2. Go to Basic search or Advanced Search.
3. In the Reference Doc ID field, enter the coordinating number.
4. Click Go.
5. Highlight the desired result from the query list.
6. Look in the Details tab for matching results, matching attributes that lead to or prevent a contract
determination for this reference document.

 Note

The log is available for sales orders, sales quotes, and work tickets.

12.5.3 Use Release Authorized Parties in Contract

Determination

Learn how to use release authorized parties in contract determination.

Create a contract for an account. In the contract header, set the flag Include Authorized Parties. Next you can
add the party role Authorized Party.

 Note

If required, from a contract, add the Involved Parties tab.

12.5.4 Include Eligible Parties for Call-Offs

Users can assign quantity contracts to eligible parties for call-off quantities in sales orders and sales quotes.

Users can choose from one of the following in Overview section of a sales contract.

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● Include Account Hierarchy: The account of the contract and all subordinated accounts within the account
hierarchy are considered for contract determination.
● Include Authorized Parties: The account of the contract and all authorized parties added to the involved
parties of the contract are considered for contract determination.

 Note

To use include authorized parties, go to fine-tuning Sales Contract Involved Parties and activate the
party role Authorized Party.

12.6 Service Contact Determination Logic

During contract determination, the number of contract items is reduced by excluding specific contract items in
stages using the elimination process in the check logic.

The main goal is always to find the most applicable contract(s), as well inapplicable, blocked, or obsolete
contracts. This allows the service technician to make an informed decision about the correct contract to use
for a service ticket.

12.6.1 Account Hierarchy and Installed Base/Installation

Point Contract Determination

Learn the contract determination logic for account hierarchy, installed base, and installation point (service
reference objects).

To gain a better understanding, here are examples of account hierarchy contract determination.

One Contract without Covered Objects

The service technician creates a service ticket and adds the customer account details. If the customer has a
contract covering all products and all serial numbers, the contract is always applicable.

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One Contract with Product as Covered Object

The service technician creates a service ticket and adds the customer account details. The contract is not
found, because it is too specific. If the product P1 is entered, the contract is found because it matches exactly.
The contract is also found if the Serial ID is entered, because all Serial IDs are covered.

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One Contract with Product and Serial ID as Covered Object

The service technician creates a service ticket. If the customer and the product are entered in the ticket, the
contract is not found, because it is too specific. If the Serial ID S1 is entered in the ticket, the contract is found,
because it matches exactly.

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Multiple Contracts with Covered Objects

The service technician enters the customer in the service ticket. The solution logic determines that Product P1
and contract C1 are applicable. For product P2, contract C2 is applicable. For product P3, no contract is
determined.

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Multiple Contracts without Covered Objects

The service technician enters the customer account in the service ticket. Two contracts are found, both are
applicable, and neither one is most applicable. Therefore, no automatic assignment is needed. The service
technician receives a message to manually select a contract.

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12.6.2 Installation Point Hierarchy Contract Determination

Learn the contract determination logic for Installation Point (service reference objects).

The service technician enters the Installation Point ID in the ticket and the solution states no contract exists. A
contract does exist with an Installation Point, which is located one hierarchy overhead, meaning this contract is
also applicable.

The most applicable contract is the contract of the Installation Pointt element, which was entered in the ticket.
If no contract exists, the most applicable contract is for the Installation Point element is located at the next
hierarchy level.

12.6.3 Customer-Centric Determination

Learn about the contract determination logic sequences that are relevant for customer-centric.

In a service request header, the contract usage restriction code is considered in the determination logic. The
contract has at item level a list of one or more contract usage restriction codes.

 Note

When your business uses customer-centric contract determination, the customer (account) is relevant in
the search criteria.

If the contract usage restriction code of the service request header is covered in one of the list of the contract
items. Then the contract is the most applicable. If no contract item has a list of contract usage restriction code,
then all contract usage restriction codes are covered and this contract is also applicable.

12.6.4 Object-Centric Contract Determination

Learn about the object-centric contract determination logic.

The administrator scoped your system to determine the search strategy.

Enter the installation point and Installed base in the service ticket and the solution first searches for contracts
and items

Note: When your business uses object-centric contract determination, the customer (account) is not a relevant
search criterion.

Note: The solution locates contracts and items for customers (accounts) which are different from the
customer in the service ticket.

The solution analyzes the contracts and items and ranks them in order of significance.

Example

A machine has an incident at customer A at site ABC for product 123 but the applicable contract (with product
123 as covered object) determined was made for customer B. If you create a ticket entering product 123 the
relating contract is determined although the customer in the ticket is A.

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12.6.5 Account Hierarchy Contract Determination Sequence
Logic

Learn the contract determination logic for account hierarchy.

A service ticket is created using the customer ID. The solution does not recommend a contract. The customer
does have a contract located in the hierarchy, meaning the contract is also applicable.

The most applicable contract is the contract for the customer entered in the ticket. If no contract exists, the
most applicable contract is for the customer at the next hierarchy level.

Each customer from the hierarchy has their own contract. If in the ticket the company St. Ingbert, has been
entered, the contract for company St. Ingbert is the most applicable. The two other contracts for company
Germany and company Europe are also applicable.

The contract for company St. Ingbert is blocked and the ticket processor enters customer company St.
Ingbert. Then, the contract for the company Germany is the most applicable and the contract for company
Europe is also valid.

The contract for company St. Ingbert is blocked. The contract for company Germany is also blocked. The ticket
processor enters customer company St. Ingbert. Then, the contract for the company Europe is the most
applicable contract.

12.6.6 Use Account Hierarchy for Contracts

When working with contracts in accounts, users can set up details that consider account hierarchies for
contracts.

1. Create a parent account with a child hierarchy.

2. From the parent account, navigate to Contracts and click New to create a contract.
3. In the contract, place a check mark in the Include Account Hierarchy field.
4. Navigate to the Contracts tab of the child account .
5. Click Advanced Search (Involved Party is the Child account) and place a check mark in the Include Parent
Accounts field.

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 6. Search for and locate additional contracts from parent accounts.

12.7 Contract Integration

SAP ECC Inbound Replication for Contracts [page 459]

Administrators can define SAP ECC contract transfer behavior in business configuration for contracts.

Define Quote and Contract Document Types for SAP ERP Integration [page 459]
Administrators can define quote, sales and service contract document types for SAP ERP with SAP
Cloud for Customer quotes, sales, and service contracts.

12.7.1 SAP ECC Inbound Replication for Contracts

Administrators can define SAP ECC contract transfer behavior in business configuration for contracts.

For each document type an administrator should select one of the following contract replication types:

● Bi-directional - Contract changed are transferred to and from SAP ECC.

● Inbound - Contract changed are only transferred from SAP ECC.

 Remember

If none of the replication selections are made (blank selection), contract changes are not transferred to or
from SAP ECC.

Administrators can configure contract replication by navigating to Business Configuration Implementation

Projects Open Activity List Contracts (Sales or Service) Document Types Maintain Document Types.

12.7.2 Define Quote and Contract Document Types for SAP

ERP Integration

Administrators can define quote, sales and service contract document types for SAP ERP with SAP Cloud for
Customer quotes, sales, and service contracts.

The fine-tuning of Document Types allows multiple settings for SAP ERP integration. You can leverage each
document type as a special business scenario/use case. Depending on your requirements, you can create
multiple document types for your desired business scenarios.

Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune
Activity Name: Sales Contracts, Service Contract, or Sales Quotes Document Types Maintain Document
Types. Select your Document Type and modify it to your business solution requirements.

External Pricing – A check in the box enables an external application such as SAP ERP, synchronously requests
prices. The transaction simulation determines not only pricing, but sales quotes, free goods, product

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availability, and credit status based on SAP ERP customizing for this document type. From SAP Cloud for
Customer, you trigger the external application, by clicking Action Request External Pricing.

Replication – Administrators define the sales quote and the sales and service contract transfer behavior from
your SAP on-premise system to your cloud solution by selecting one of the following options:

● Bi-directional – Sales quote edits in your cloud solution are replicated to your SAP on-premise system,
syncing both quotes.

 Remember

Your SAP on-premise system is the leading system for these sales quotes, sales, and, service contracts.
Quotes created in your cloud solution can be replicated to your SAP on-premise system from Action
Submit. Quotes created in SAP ERP can be edited in SAP Cloud for Customer and the changes are
replicated in SAP ERP.

● Inbound – Quote edits completed in your cloud solution are not replicated to your SAP on-premise system.
Those quotes are overwritten if further replications are triggered from your SAP on-premise system.

 Note

We recommend that you control editable fields and actions from the page layout and only open
extension fields that do not require replication. (Creation of the sales quote is only possible in SAP ERP
and changes performed in SAP Cloud for Customer are not sent to SAP ERP).

● Empty – Leaving this field blank indicates the sales quote stays in SAP Cloud for Customer, but this option
still allows you to request external pricing.

 Note

This configuration only applies to new sales quotes as well as sales and service contracts. Existing sales
quotes and sales and service contracts behave using the inherited document type configuration. Existing
sales quotes and sales and service contracts behave as specified from the previous active document type
configuration.

Asynchronous Pricing – Administrators can modify the settings for external pricing. A synchronous call is
required to retrieve the complete pricing result from the SAP on-premise system to your cloud solution.
Replicated sales documents also require a synchronous pricing update once the sales document is updated
during a save in SAP Cloud for Customer.

With this configuration, if the document was previously replicated, administrators can disable the synchronous
pricing call to the external system. In addition, you can disable the synchronous call completely, which is valid
for quotes created in your cloud solution. For both configuration options, the pricing status needs to be
calculated successfully through the asynchronous call from the external system. Select the option that suits
your business needs.

● Empty – Leaving this field blank triggers an automatic (once replicated) synchronous pricing call activation
(You see pricing-related errors, but configuration has performance impacts.).
● After replication – If document was replicated successfully, an automatic synchronous pricing call is
deactivated.
● Always – An automatic synchronous pricing call is always deactivated (leads to a performance advantage,
but possible pricing call error messages are no longer displayed directly in the UI, only asynchronously). No
matter the configuration, you can trigger pricing synchronously by clicking Action Request External
Pricing. With this configuration, avoid quote approvals that include external pricing elements.

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  Note

To avoid data inconsistencies between SAP ERP and SAP Cloud for Customer, only replicated contracts are
used in tickets.

 Remember

Only new and sales and service contracts and sales quotes inherit changes in the document type
configuration. Existing contracts and sales quotes behave as specified in past active document type
configuration.

12.8 Contracts Offline

Learn about working with service contracts in offline mode.

Offline Service Contract Covered Objects Item Determination [page 461]

Offline service contract features include search and match of ticket parameters to the applicable
contract parameters.

Configure Offline Contract Item Determination [page 462]

General availability has been made for administrators to configure contract item determination to use
in offline mode. Navigate to Business Configuration Edit Project Scope Questions Service
Customer Care Service Request Management and place a check mark for question Do you want
to determine contract items for tickets in offline mode?

Use Offline Contract Deviation Sync Transfer Details [page 462]

Administrators can explore the contract offline sync tranfers details.

12.8.1 Offline Service Contract Covered Objects Item

Determination

Offline service contract features include search and match of ticket parameters to the applicable contract
parameters.

 Note

Offline Service Contract Covered Objects in Item Determination is available for both test and productive use.
To enable this phased delivery feature, create an incident or contact your SAP Cloud for Customer
representative.

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 Covered Object Comparison Parame­
Ticket Search Parameters ters Restriction

Reference Product ID of Ticket Item Against Product ID (also as category) of Without Product Category Hierarchy
Contract Covered Object (Item)

Reference Serial ID of Ticket Item Against Serial ID (related Installation

Point ) of Contract Covered Object
(Item)

Reference Installation Point ID of Ticket Against Installation Point ID of Contract Without Installation Point Hierarchy
Item Covered Object (Item)

12.8.2 Configure Offline Contract Item Determination

General availability has been made for administrators to configure contract item determination to use in offline
mode. Navigate to Business Configuration Edit Project Scope Questions Service Customer Care
Service Request Management and place a check mark for question Do you want to determine contract
items for tickets in offline mode?

12.8.3 Use Offline Contract Deviation Sync Transfer Details

Administrators can explore the contract offline sync tranfers details.

No deviation (typical use case) - Proposed [e.g. offline] Contract = ´[online] Contract´ ´Conflict´ constellation:

MOST APPLIBALE CONTRACT: applicable ´ Proposed Contract ´ [= that is the most applicable Contract in
online mode] was transferred from offline to online field ´Contract´

APPLICABLE CONTRACT: applicable ´Proposed Contract´ [~ and no most applicable exists in online mode]
was transferred from offline to online

NO CONTRACT PROPOSED: (as in online)

Deviation:\u000BRecommendation is to set up Workflow Rules for Tickets with critical Contract Transfer
Detail Values (such as ´inapplicable proposed contract…´, ´no contract proposed´) to filter and check final
Contract Assigment to these Ticket Items:

TRANSFERRED BUT MOST APPLICABLE EXISTS: applicable ´Proposed Contract´ [~ but most applicable
Contract exists in online mode but was not taken] was transferred from offline to online.

INAPPLICABLE CONTRACT NOT TRANSFERRED: inapplicable ´Proposed Contract´ [=in online mode this
contract can not (!) be determined] which was not transferred from offline to online.

NO CONTRACT PROPOSED BUT MOST APPLICABLE CONTRACT EXISTS: no ´Proposed Contract´ [~ but
most applicable Contract exists in online mode] was transferred from offline to online

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NO CONTRACT PROPOSED BUT APPLICABLE CONTRACT EXISTS: no ´Proposed Contract´ [~ but applicable
Contract exists in online mode] was transferred from offline to online

Resolution of Deviation: underlying Question is: Should the online or the offline determined contract ´rule´?

If online contract item should be used (normally better since offline is only a proposal) then trigger action
Redetermine, select manually the contract item in OVS or use value:

INAPPLICABLE PROPOSED CONTRACT REJECTED

If offline contract item should be used (rare use case) then set the “Contract Transfer Detail”:

PROPOSED CONTRACT MANUALLY ACCEPTED: Accept offline proposal [= a) no ´ Proposed Contract ´ was
manually assigned offline (e.g. no contract warranty due to customer fault) nevertheless even if online
applicable contracts exist: then no contract should be set online. b) an applicable ´ Proposed Contract ´ was
determined offline and this one should be used although other/ most applicable contract(s) online exist(s)]
\u000BINAPPLICABLE PROPOSED CONTRACT ENFORCED inapplicable ´Proposed Contract [=in online
mode this contract can not (!) be determined] which nevertheless was transferred from offline to online and
there enforced to online field ´ Contract ´

12.9 Contract Pricing

Learn how the system uses contract pricing to determine the price of a material based on the contract.

Request External Pricing from SAP ERP [page 463]

The contracts solution retrieves complete price information including tax from the SAP ERP external
system.

12.9.1 Request External Pricing from SAP ERP

The contracts solution retrieves complete price information including tax from the SAP ERP external system.

Context

Your administrator has set-up external pricing in your solution so that you can retrieve complete price
information from SAP ERP for your service contracts.

Complete all of the steps below before you request external pricing from SAP ERP.

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Procedure

1. Open the contract which should already include the covered objects and items.
2. Navigate to the Items.
3. Select Billing Plan to add the customer’s desired details, such as how and when they want to billed for the
contract services.
These prices will vary depending on how your administrator has set-up the solution.

4. Navigate to Pricing where you can enter various types of discounts per line item.
5. Save your entries.
6. Select Request External Pricing in order to retrieve the pricing from the external SAP ERP system.

Now all of the details the customer needs in order to sign the contract are available.

7. Select Preview Send and the customer will receive a preview of the contract document.

Once the customer signs the contract it should be sent back to your company.
8. Select Activate and the contract status is changed to Active or Ready (if the contract is agreed but only
valid for a future date).
9. Select Transfer and the contract is sent to SAP ERP where all details are stored and a contract is created.

The solution will provide you with transfer status information and the External ID from SAP ERP.

The contract ID displayed in the contract header is the number created by SAP Hybris Cloud for Service.
The External Reference is any number or set of characters the customer desires to use and is entered
manually in the header by the contract administrator or associate.

12.10 Contract Reporting

Create reports using the data collected from your contracts to better understand them and make
improvements.

Use Item Covered Objects in Reports [page 464]

Administrators can include item covered objects in report by navigating to Business Analytics
Design Data Sources Contract Item Covered Objects .

Restrict Excel Export for Contracts [page 465]

Administrators can configure a restriction so that business role users cannot perform Excel exports for
contracts.

12.10.1 Use Item Covered Objects in Reports

Administrators can include item covered objects in report by navigating to Business Analytics Design Data
Sources Contract Item Covered Objects .

Once configured, to include item covered objects in reports:

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 1. Go to Business Analytics Design Reports New .
2. From the guided activity, follow the steps beginning by entering a report name.
3. Select the desired characteristics.
4. Define the variables.
5. Review your entries and save your changes.
6. Create a view for your report.

12.10.2 Restrict Excel Export for Contracts

Administrators can configure a restriction so that business role users cannot perform Excel exports for
contracts.

Configure Excel export authorization restrictions by navigating to Administrator Business Roles Select
role (that includes the Contracts work center) Fields & Actions Business Actions Restrictions Add row
and search for Microsoft Excel.

12.11 Contract FAQs

Having trouble using contracts? Check this list of questions and answers for help.

12.11.1 Can I use custom fields in a contract?

You can use adapted fields in contracts.

Yes, creation or adaption of customer fields are possible and will be considered for contract template usage.

12.11.2 Is there a contract service level priority before a

standard SLO determination?

Learn about contract service level priorities and Service Level Objective (SLO)s.

Example: If arrival at the customer site is guaranteed by a standard service level is eight (8) hours, but the
contract service level is one (1) hour, then the contract service level will be used in the ticket.

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12.11.3 How do I search for expiring contracts?

Your administrator can set-up work flow solutions to be used for renewal purposes.

These work flows can be set-up using notifications and/or opportunities informing you in advance when
contracts are due to expire. In addition, with the Contracts Expiring Soon query you can filter for contracts
where the Ends On date lies between the current date and the current date plus 28 days.

12.11.4 What checks are made during contract activation?

When you activate a contract, the system performs several checks to ensure that the contract is valid.

Listed below are the contract activation checks:

● A contract which must have a start and end date and the end date must be after the start date
● The covered objects you have entered added parties. The system checks whether they exist in the system

12.11.5 Which type of determinations occur during ticket

reference object modifications?

Learn what happens to contract determination, when about the service ticket objects are modified.

The service technician creates a ticket and adds the mandatory business objects such as the customer
account.

One of the following fields is changed at item level and item service reference objects level of the ticket. The
contract item determination starts automatically for the ticket item:

● Product (Item product)

● Usage Restriction
● Product (Referenced product)
● Serial ID
● Installed Base
● Installation Point

12.11.6 Which search criterion is used when matching

contract determination for tickets?

Learn about the search criterion used in contract determination for tickets.

The service technician creates a ticket and adds the mandatory business objects such as the customer
account.

If one of the following fields is changed at ticket header level, the contract determination is started
automatically for the header and service reference objects, including all ticket items:

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 ● Usage Restriction
● Customer
● Product
● Serial ID
● Installed Base (IBase)
● Installation Point

12.11.7 Can users display SAP ECC status for contracts?

Users can view SAP ECC statuses in the Contracts overview. The External Status, External Reference Status
(relevant only for sales quantity contracts call-offs), and External Invoice Status are available on the header and
item level.

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13 Common Tasks

Learn how the common tasks such as search, navigation menu, feeds, calendar, side pane, dashboard, and so
on, work in the solution.

Knowing how to navigate around the solution with the visible elements that you see and interact with is critical
in managing your data in the solution.

Navigation Menu [page 469]

A navigation menu provides easy access to the core functionalities and makes browsing easier by
providing a main menu of options.

Recent History [page 473]

Learn to quickly access your recently opened objects with recent history.

(Deprecated) Library [page 475]

The library allows you to store documents, pictures, or other files directly in the solution.

(New) Library [page 476]

A new library is available for you to organize documents using folders. Documents in the existing library
can be easily migrated with one click. In the new library, you can set authorizations for folders and
documents and share deep links when referring content.

Attachment Search [page 482]

View and download attachments that have been uploaded to your system.

Lists [page 486]

Learn how to work with different lists in the solution.

Flags, Tags, and Favorites [page 500]

Learn to work with flags and favorites and use them to keep important items handy.

Feed [page 506]

Learn about using the feed that allows you to quickly communicate and collaborate with your network.

Search [page 513]

Learn about the various search functions in the solution.

Notification [page 524]

Notifications are a way to let you know that something new has happened so you don't miss anything
that might be worth your attention.

Map [page 525]

Learn how to use the map feature based on Google maps or alternatively AutoNavi maps, that provides
data with an interactive map in different objects.

Support and Help [page 532]

Learn about creating incidents to report issues encountered in the solution.

Side Pane [page 548]

The side pane appears on the right side of the main content.

Personalization [page 552]

Learn how to personalize the solution settings to suit your needs.

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 Calendar [page 563]
You can create new appointments, visits, and phone calls in the calendar. You can also quickly locate
and filter information by work week, day, week, month, and agenda and also by type and by status.

Homepage [page 568]

See relevant information and activities, and plan your day with the homepage. And get a high-level
visual overview of your sales data.

User Profile Menu [page 585]

The user profile menu provides the user with access to the user profile, settings, help, and additional
settings for account features.

Keyboard Shortcuts [page 589]

View the list of all keyboard shortcuts in the solution to complete some tasks quickly.

Workflows [page 591]

Learn how you can use workflows to support your business processes.

Approvals [page 593]

Learn how approvals work in the solution.

13.1 Navigation Menu

A navigation menu provides easy access to the core functionalities and makes browsing easier by providing a
main menu of options.

By default, the navigation menu has a hierarchical structure with a main level and a sublevel. You can view the
navigation menu in a flat design and see all the objects at the same level. With flat design, you can navigate
quickly and easily. Please ask your administrator to enable the flat design.

13.1.1 Flat Design Navigation Menu

A flat design navigation menu shows all objects at the same level.

You avoid additional clicks and can quickly find and navigate to the desired object. For example, for a sales user,
all the objects such as leads, opportunities, and so on, show up at the same level in the navigation menu.

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  Restriction

A semi collapsed view of the navigation menu is available only on tablets.

Your administrator can enable flat navigation menu by selecting the checkbox Enable Flat List Navigation Menu
in Fiori Client in the Company Settings screen. Once turned on, the setting affects all users.

 Note

Some work center views like Target Group are assigned to multiple work centers and hence might appear
twice. Please check the work center view assigned to the business role.

13.1.2 Semi-Collapsed Navigation Menu on Desktop in Fiori

Client
Under flat navigation, your administrator can also enable semi-collapsed navigation on desktop.

With semi-collapsed navigation, you can quickly launch object lists without opening or closing the navigation
menu.

 Note

Semi-Collapsed navigation for Tablets is already supported.

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Semi-collapsed navigation for desktop is enabled by going to Adapt Company Settings and selecting the
checkbox Enable Semi-Collapsed Navigation Menu on Desktop in Fiori Client. Ensure that hide navigation menu
setting isn’t selected and flat navigation is enabled.

13.1.3 New Navigation Menu

The new navigation menu is the only menu option available in the solution. The old navigation menu has been
retired.

The new navigation menu is available in the semicollapsed mode upon sign-in. The new navigation menu
provides consistent user experience across all SAP C/4HANA products.

The new navigation menu provides following modes:

● Flat navigation menu in contrast to hierarchy navigation menu.

● Semicollapsed navigation menu in contrast to expanded navigation menu.

The administrator can enable the feature from the user profile menu under Settings Company Settings ,
by turning on the toggle button for the company setting. Enable Semi-Collapsed Navigation menu upon Sign-in.

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The administrator can also turn on the company setting Enable Flat List Navigation Menu. Flat Navigation is
useful for business users who don’t have too many work centers or views assigned to them. Disabling this
company setting turns on hierarchical navigation menu. Hierarchical navigation is recommended for
administrators who have many work centers assigned.

Automation IDs Supported in Tab Navigation Bar

The new tab navigation bar supports automation IDs. Automation ID is used to locate an element and uniquely
identifies an element or tab from the other tabs. Automation ID is useful when you want to find a specific user
interface element among other elements. For example, it’s useful when you want to find a specific item in a
collection.

 Caution

Any automation scripts that follow the click to navigate action, must be adjusted.

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13.2 Recent History

Learn to quickly access your recently opened objects with recent history.

Get a more streamlined experience in finding and retrieving recently accessed objects in the different work
centers with the Recent History tab in the navigation menu. Recent history records all the recent objects
opened by you and displays it in a single list for quick access. Recent history tracks all the standard and custom
objects, and objects opened in offline mode. You can choose to see all objects or filter by specific object.

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  Note

● Recent history displays up to 20 interactions for each object type.

● Recent history list is not synchronized across devices. For example, the recent history list that you
access in your tablet is different from the recent history list on your desktop.

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 ● Recent history objects list is available in offline too. However, if the object is not synchronized for offline
access, then you get an exception error if you open it. For example, a ticket in the recent history list,
that is not synchronized for offline access, gives an exception error when you try to open it in offline.
● Recent history is stored in the local storage. To delete it, please refer to your specific browser about
how to clear the local storage. In case the app is used, uninstalling the app removes all items stored in
the recent history.

13.3 (Deprecated) Library

The library allows you to store documents, pictures, or other files directly in the solution.

 Note

The existing library will be deprecated in February 2020. The features will continue to be available in the
new library.

In the library, you can view, edit, or delete files. Version tracking and exclusive editing rights using a check in/
check out policy ensure that the files are always up-to-date, and searching and linking functions allow you to
easily find and share your files with colleagues.

You can sort the documents by ascending or descending order, title, version, changed on date and locked
status. You can also do advanced search and save a query or organize queries.

Selecting a document shows the information about the document in a new window. The Overview tab gives you
recent updates of the documents as well as version information. Use flags, favorites, and tags for the
documents in the library. Notes provide you with information regarding the latest notes update on the
document. You can edit and add a new note or update an existing one.

Related Information

(New) Library [page 476]

13.3.1 Search for a Document

Learn how to search a document in the library.

Procedure

1. From the Library, choose the Filter icon.

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2. Select your parameters in the lists displayed, or enter your search term by selecting the search icon. The
system displays the documents matching your criteria.

13.3.2 Edit a Document

Learn how to edit a document in the library.

Procedure

1. From the Library, select the document you want to edit. Only editable content like a .doc file can be
checked out for editing, not images. Versioning must be enabled.
2. Select Check out. You can now edit and save the document.

3. After editing, upload a new version of the document by choosing Actions Check In and browsing to
the updated file.

13.3.3 Add a Document

Learn how to add a document to the library.

Procedure

1. Under Library, choose the + icon. The Add Document window appears.
2. Browse to the file location. If necessary, change the automatically populated title.
3. Select Enable Versioning to track the history of the document. An increase in the version number of the
document represents a revision.
4. Save your entries.

13.4 (New) Library

A new library is available for you to organize documents using folders. Documents in the existing library can be
easily migrated with one click. In the new library, you can set authorizations for folders and documents and
share deep links when referring content.

 Note

The existing library will be deprecated in February 2020. By then, any documents that have not been
migrated will be automatically migrated to the new library upon upgrade.

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13.4.1 Enable Library with Folder Structures

Before users can organize documents using folders, administrators must enable the new library and migrate all
the content from the existing library.

Procedure

1. Go to Business Configuration Implementation Projects Your Project Edit Project Scope

Questions Communication and Information Exchange People Collaboration, Intranet and External
Services Communities, Document Management and External Services and check the scoping question:
Do you want to enable library where you can organize documents using a folder structure?
2. Assign the (New) Library work center view (ID: COD_LIBRARY_WCVIEW) to appropriate business users or
roles.

For more details, please check Create Business Roles and Assign Work Centers and Views.

 Note

Along with the new library work center, access context 2027 is available for you to apply access
restrictions.

3. Go to the (New) Library work center, from the actions at the bottom right, click Migrate Documents from
Library. A background job is scheduled at the back end to migrate all the documents from the existing
library.

The background job is triggered every four hours. Depending on the volume of the documents to be
migrated, the time required to complete the migration varies.

Next Steps

Once the migration completes, you can disable the existing library work center view (ID:
COD_MARKETINGINFO) for applicable business users or roles.

 Tip

After the old library is removed from the project scope, it is recommended that you trigger the migration in
the new library once again, just in case users might have created new documents in the old library during
migration.

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13.4.2 Organize Documents Using Folders

You can build up to three levels of folders to group documents in the new library. A breadcrumb trail allows you
to keep track of your current location and easily navigate back to an upper level of folder in the hierarchy.

 Restriction

Pre-delivered views are only used to filter top-level documents and folders in the library. For example, if you
switch the view from Created by Me to Changed by Me within a folder, you will be directed back to the top
level in the library and see a list of top-level documents and folders that have been changed by you.

13.4.3 Manage Access to Folders and Documents

As the owner of a document or folder, you can define whether the document or folder is public or private.
Access to a private document or folder can be restricted to specific sales data, accounts, employees, and
territories.

In addition, you can authorize other employees to administer the document or folder by checking their Grant
User Access fields.

Items that have access to a parent folder can access all the child folders and documents within the folder.
Items with such Inherited Access cannot be edited or deleted.

 Note

You cannot change the administration right for an employee with inherited access. In a case like this, you
must add the employee explicitly for editing.

Inherited access can also be granted due to access control that has been configured by your administrator.

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Related Information

Configure Access Control and Restrictions for Business Roles

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13.4.4 Relocate Documents into Folders

Within the new library, you can organize documents using the Move act