SAP Service Cloud version 2 provides capability to implement the custom logics using determination and validation. Using determination, we can update the fields, whereas using validation, we can raise an error message in Service Cloud v2. In this blog series, I will demonstrate how to use this capability to fulfill the business requirements.
This blog focuses on Determination in SAP Service Cloud v2.
Determination in SAP Service Cloud v2
Let’s consider an example that the subject of the Case should be determined automatically based on Service Categories selected in it.
To create Determination, navigate to user profile -> Click on Settings.
In the next screen, search for the object “Case” and follow the sequence as mentioned in below screenshot to create Determination
There are 2 ways by which we can create determinations – Using forms and using Code blocks.
Once you select, “Using Forms” option, it will open the below screen. Specify the name for the determination and condition. As per the below condition, determination will be executed only when “Category Level 1 ID” is not blank.
Select the Event as “Pre-hook”
Determination supports 2 events:
Pre Hook: You can use it to default or suggest standard and custom field values. The user can change the field values.
Post Hook: You can use it to mandate custom field values. The user cannot overwrite the field values
2. Specify the field default rule in “Assignment Block 1”. As per the below rule, Subject will be defaulted as a concatenation of “Ticket for”, Service Category 1 and service Category 4.
To use the field names, use curly brackets and system will prompt for available field names
3. Click on “Save and Activate”. Determination rule will be visible as follows:
To test it, create a case in the system and select Service categories. Subject is populated as highlighted.
B. Using Code Blocks:
Consider an example that if user selects the Service Category as “Damaged Product” , priority of the case should be set to Urgent”
Fill in the details as below:
2. Toolbox provides 3 blocks:
3. Drag and drop the controls on the editor to form the rules
Form the rule as below:
Click on Save and Activate
To test the determination, create Case with Service Category as “Damaged Product” (166), priority is set to Urgent
In this way, with a simple configuration you can default the values in Service Cloud Version2.
Check my next blog here to understand how validation can be created to display the custom messages.