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Why case management in SAP Service Cloud? 

The most important reason for using SAP Service Cloud case management would be to continually increase the values getting from the SAP Sales Cloud i.e. to have an entire view of how a customer selling activities that are occurring, to see all leads that we have with a customer, all the opportunities to sell the products to a customer. Once the selling is completed, to get a further view of the relationship with a customer after the sale, such as the customer had good services while purchasing or the customer might have billing issues, the SAP Service Cloud can be used. All the information can be created in the SAP Service Cloud as a Case (service ticket) and track against an account or individual customer records and can see that the job of taking care of the customer.

What are the most of important components of SAP Service Cloud case management?

There are five important components of customer service case management.


Dashboards provide instant access to the real-time information of Customer Centre Agents need in one consolidated view. Each dashboard in SAP Service Cloud is composed of customizable components that are resourced from the existing reports. The home screen of SAP Service Cloud displays several dashboards such as open cases by priority, cases by a representative, C-SAT scores of cases. Refreshing of the screen provides the latest information for custom reports if there are any changes in reports, data changes that will be reflected in the dashboards.

Kanban view is the quickest way to stay up to date on many different cases and aspects of the case management. There are many other components such as drag and drop component which provides flexibility to drag the reports on the home screen.

Case Records:

Case / Service Ticket is simply a record that stores information about a customer service request. A case subject, get an automatic number, categorization to say about the case for an example, the case is about billing issues or delay in services etc. The system also determines the origin or channel of the case such as the phone calls, social media channels, or customer want an email to raise a request. There are other options available, like customer self-service web forms or through a chatbot. The SAP Service Cloud built-in function to support different e-mail channels ex. and when SAP Service Cloud receives an email to that e-mail address can automatically convert into a case/ticket.

And the email address that the case came from is recognized and associated case with the customer.  SAP Service Cloud can also be integrated with a customer portal which would allow the customer to log in to the portal and create a case and allows the customer to update the cases or see the status of the cases.

In many cases, a case may be related to another case like a duplicate case or else Customer Centre Agents want to create parent-child relationships genuinely. In SAP Service Cloud, Ticket Hierarchy provides an umbrella view of a case and associated cases. Moreover, it is easy to track the parent case by navigating to sub tickets or main ticket field of a ticket for auditing and logging purposes.


A queue is a way of sorting cases received from customers for a large team of users. For example, billing cases come into SAP Service Cloud and that are routed to billing support queue. This facilitates a service team to look at the list of cases, that are available to the team and then assign a case to an agent. An agent can also choose a case from the queue to work on or assign the case to a queue based on customer queries.


The queue is a really good segment, the cases based on the people who are in the team knowing the cases. The SAP Service Cloud supports the creation of different queues on different knowledge levels.


Entitlement specifies the support term based on the number of hours or number of cases. It is a powerful and time-based complex feature let CSA determine which customers are eligible for a certain kind of support. Entitlement defines the eligibility of the customers based on the account, assets, or service contracts.

It is associated with a service level agreement. Use of service contract template streamlines the customer term of the support. With a service contract template, the agent can define the product offered to the customer. Moreover, it is necessary to add the covered objects to provide the details of the product covered by service agreements.

Knowledge Base:

Knowledge article allows you to create a document that discusses what to do based on a different article and different scenarios.  Filling details of an account is a common scenario in any company. When a CSA receives such customer interactions, CSA can go through a knowledge article and tell the customer about updating or filling the details. Knowledge Base also facilitates to create an article for future references.

Further, it helps CSA to fill the information on behalf of a customer. Prebuilt articles provide uniform support for the CSA and customers. Normally, SAP Service Cloud captures the title of the case and shows CSA what to do next, what are the knowledge base articles might have had with the concept of the issues. CSA can email a knowledge base article to the customer by just clicking on the article, the knowledgebase article auto attached to the email and appears on the timeline of a case.

Key workflow Rules:

Case assignment rules process each rule entry to find a match between the case attributes and the rule entry criteria. When it finds the first match, it assigns the case. SAP Service cloud helps to define a set of rules and provide a good description to use in them in a case assignment. User queue and team queue are common types of queues in SAP Service Cloud.

To add further on a case assignment, the system routes a case to a social media queue when the system receives a case from the communication channel of social media. Whom to assign and which criteria should be followed are determined by routing rules such as organization/territory and routing rules for employees.

Auto-Response Rules that specify the criteria and email template to use to respond to cases automatically. Firstly, provide the sender email address from which emails will be sent and rule entries that specify the criteria to send the email and finally, an email template that is used to respond to the cases automatically. Case Escalation Rules which determines when the case should be escalated and what actions to take.


The benefits from case management approach are fast and easy to build a case management application, easy to process and prioritize cases and tasks, consistent, but tailored case processing, effective collaboration, complete visibility into cases, and easy audits and easy to make changes, both to individual cases and to the application.

SAP Service Cloud case management allows us to fully support all of the most challenging, and critical aspects of case management, including multi-channel, role-based collaboration, dynamic, context-based processing, a hierarchical case structure with nesting, end-to-end work routing and automation, rich system and content integration and lastly, support for ad-hoc changes.


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