SAP has recently introduced SAP Service Cloud V2, a cutting-edge service solution built on the SAP Business Technology Platform (BTP). This innovative offering is set to revolutionize the service industry by prioritizing customer service, ensuring swift connections, proposing rapid solutions, and featuring a modern, customizable interface.
With SAP Service Cloud Version 2, service agents gain easy access to customer information, enabling them to promptly address customer issues using collaboration tools and a comprehensive knowledge base. The platform's extensive integration capabilities keep agents updated on the latest service requests, comments, discussions, and decisions online. Automatic task assignment in Service Cloud Version 2, based on relevant attributes, guides service agents through complex processes efficiently.
The extensibility of Service Cloud V2 allows partners to enhance the software platform without modifying the original codebase. This means additional functionalities and outputs can be incorporated, expanding the system's capabilities.
Service Cloud V2 introduces the ability to create custom logic for automatic updates to fields based on specific conditions or to trigger error messages. Two types of custom logics are available: Determinations and Validations. Validations enable customers to generate error or warning messages in the system based on specific conditions, while Determinations allow customers to assign values to fields or update them under certain conditions. This flexibility empowers users to default, propose, or mandate specific values using determinations.
I am showing the implementation of determination in the Service Cloud V2 using code blocks.
Creating a determination:
Here, I am creating a determination which works with the Cases (tickets). The custom logic will work in such a way that if the ‘Status’ ='Inprocess' , then the ‘Extension field Service will be updated with Subject automatically.
Step 1: A determination can be created in “Extensibility Admin”. To navigate to determination-
Click on your user profile -> select settings (all the settings are listed here) -> search Extensibility (Extensibility Administration comes under a group called Extensibility) -> click on Extensibility Administration. These steps will land you on this page
Step 2 : create a custom field in Case
Settings -> All Settings-> Extensibility and click Extensibility Administration and search for case and Custom fields and create field (Service)
The page exhibits a compilation of all business entities within the left panel, organized and categorized by services.
Step 3 :Please Search for "Case" in the Business Entities and click on Case. Navigate to the "Determination" tab, which is the fourth tab, and click on it.
Step 4:Go to the Determinations tab and click the Create Determination icon (+). The system will launch the determination editor tab.
please select using Code Blocks option
Step 5: The Toolbox Contains 3 Option
The toolbox offers a drag-and-drop feature, allowing the creation of rule-based structures.
Step 6:Here we are writing condition
if Status = inprocess then Custom field(service) will be updated with Outage
Step 7:This will save and activate your determination.In the Determinations tab, the system lists all determinations for a specified entity. Click the Edit or Delete icons to edit or delete the corresponding determination.
You can check if the logic is working in the cases.
To summarize, using determinations to build custom logic is a simple task which can be used to mandate field updates using certain conditions. In the example above, I created a simple determination where Status=Inprocess then Custom field (service) will be updated with Outage