Extensibility in Sales and Service V2

[SaiSindhuja]

Hi Experts,

I have documented the overview of the Extensibility concept that I've come across in my Professional journey in Sales and Service V2.

Customization:

Customization is to extend/modify the capabilities of the existing product to meet specific needs of the Business.

Customization allows businesses to tailor the product or service to fit their exact needs, making it more relevant, efficient, and effective for their operations.

Sales and Service Cloud V2 offers multiple customization options:

1. Integrate: Version 2 can integrate with other solutions (SAP or non-SAP) via multiple approaches:

• Mashups
• Rest APIs
• Event Notifications

2. Theming Support:

With SAP Sales and Service Version 2 administrators can customize the UI by applying different themes.

3.Extensibility Options:

V2 offers In App Extensibility which allows the customers to extend the software platform.

In Version 2, Administrators can enhance the basic functionality using the below 3 features.

• Extension Fields
• Validation Rules
• Determination Rules

This blog will provide an overview on couple of extensibility options provided by SAP in Sales and Service Version 2.

Extension fields:

Extension Fields are additional fields that can be added by Administrators which is used to store data for particular use cases in addition to what is available in the existing solution.

Extension fields can be added in Sales Cloud V2 through the following steps:

Navigate to Settings

Open Extensibility Administration from All settings. Extensibility Administration is one stop place to extend standard entities.

All the Entities are available in the left panel and are grouped via services. Only certain Entities are enabled and can be extended with new fields. 

Check the Extendable checkbox to view only the extendable fields and select the Entity for which the extension field needs to be added . Clicking on New(+) icon will bring a quick create screen where Label, data type and data format of an extension field is maintained.

In Field Attributes tab you can choose if the field added needs to be updatable, Required, searchable and sortable.

Once the attributes are chosen and saved, navigate to the Workcenter where the field needs to be added. On clicking the user icon select Start Adaptation

Hover on the section where the field needs to be added. Select the edit option that would be displayed.

Navigate to Add from list on top right corner of the edit menu that appears. Search for extensions node in the search bar and drill down inside the structure to view the list of available extension fields.

New section and new tabs can also be added by hovering over the section/tabs and selecting Add section/Add tab.

Key users can also Hide, remove or change the sequence of the fields.

Validation Rules:

Validations help administrators to implement a custom logic where we can prevent a save or issue a warning message to users during save based on certain conditions. Key users can create their own custom checks/conditions on top of SAP standard validations.

Navigate to Extensibility Administration and drill down to the service and entity. Click on Validation tab and select the create Validation icon.

In the validation editor tab there are 3 sections:

1. Header: Specify the validation name and description here.
2. Condition: Set the desired conditions using a flow-based visual condition editor.
3. Action: Specify an error or warning message based on the conditions defined in the condition block.

In the below sample, I've taken a use case where a warning message is issued when the case escalation status is changed to Escalated.

Hope this blog has helped in providing an overview of the Extensibility concept. This is my first blog so please provide your valuable feedback and comments to improve my knowledge.