How to configure and use 5 functionalities in SAP Service Cloud V2 that make an employee’s life easier.

As a company, you want to automate as many processes and work steps as possible. In order to make the work for your employees easy. Today I will explain 5 functionalities from SAP Service Cloud V2 that you can use to make the process for service employees as easy and efficient as possible. The service steps discussed are shown below in summary with the belonging configuration steps.

Assign cases in bulk

This functionality is readily available to the end user. Are there multiple new cases in the case list that a specific employee needs to pick up? Then assign them at once as follows:

1. Select the cases that need to be assigned to the specific service employee.
2. Click on mass edit.
3. Assign the cases to the employee.

Save a case query – Easily start with one of the open cases assigned to you 

A service employee often starts his / her day with an overview of all cases of his / her team or organisation. To help them start the day efficiently, you can save a filter as a query so that the employee has a quicker overview of their own relevant cases. You can do this as follows:

1. Make sure you are in the list view of cases.
2. Click on the advanced filter and apply all the filters that you want to save, both in the filter dropdown and in the advanced filter.
3. Select for example My cases in the filter dropdown and the status Open in the advanced filter.
4. Click on Save As underneath the advanced filter options and Name your Query.
5. This saved query will now be available on the top left corner in the filter dropdown.
6. In my example every user can select the filter to see their own cases with the status Open.

Create a mashup – Solve the case with the necessary information always immediately at hand

There are times when you need information on the customer or from, say, a sales order to be able to handle a case. Information that you do not want to migrate to the system in its entirety. In such a situation, you can make mashups available in which the necessary information is displayed. The mashup is to be built in an external application. Below I will briefly describe how to make a mashup available in SAP Service Cloud V2.

Configure the content security policy

1. Go to Settings -> General -> Content Security Policy.
2. Scroll down to the section Frame Source and click on the plus icon.
3. Enter the hostname URL.

Add the mashup

1. Go to Settings -> Extensibility -> Mashup Authoring
2. Click on the plus icon and enter a name and description for the mashup.
3. Under input parameters enter the URL from the mashup and add the parameters.

Add the mashup to the screen

• Go to the case and add the mashup to the screen by adding a custom tab to the screen as follows.
  1. Start adaptation mode.
  2. In the bar of tabs, click on the change pen and then on the plus icon to add a custom tab.
  3. In the custom tab you have created, click on the plus again to add a section.
  4. Once you have added the section you can add the mashup to it.

Create a template – Providing the solution to the customer

Does your organisation always use the same signature in emails sent to customers or are there standard solutions to common problems? In this case, create or upload (if you already have a template) a template as follows:

1. Make sure you have saved or created a template in HTML format.
2. Note that if you want to use a placeholder you need to put it in the HTML file beforehand. To do this, look at the list of available placeholders in Settings -> Emails -> Templates and add them on the desired place in the template.
3. Now click on the plus icon.
4. Choose the template type Response template if you want to have a full template, choose Signature template if you only want to add a signature to your emails, the user can choose between these two buttons in the mail.
5. Choose object type Case and channel type Email.
6. Upload the HTML file under Documents.
7. Select the document language and make sure you check the checkbox standard, if this is the standard language for templates and click Save. This step is important and may prevent you from an issue where an email will not be sent to the customer, as the template is not added correctly to an automation for example.
8. Now, navigate to a case, click on the mail button, and click either way on the (full) Template button or the Signature button below the content area.
9. Note that the created template is available.

Create a scheduled autoflow – Schedule a field update from completed to closed

Automatically changing case statuses based on certain conditions or actions is a much-desired requirement. For example, you can have the status automatically changed from completed to closed after a certain number of days if a customer agrees with the solution provided. This has a downside in Service Cloud V2 as a case is no longer editable if the status is set to closed. It sometimes happens that you have offered a solution, and the customer seems to agree, yet after a few days the customer emails you with an extra comment or question. Closing the first ticket is then not desirable and can be prevented by automatically changing the status only if the customer has not responded to the solution offered for x-number of days.

1. Navigate to Settings -> Business flow -> Autoflow.
2. Click on the plus icon and choose Scheduled rule.
3. By event type choose Update case.
4. Under the conditions, make sure you create the following conditions: The case status is not equal to all statuses that indicate open cases, from your status schema. And that the case status is equal to Completed.
5. Update the case to status Closed if this is still the situation after the desired number of days. You can check this by configuring the following settings under update field: Completed on – after – certain number of days.