The roles involved in an organization's service or support Cases are defined in the Party Schema in SAP Service Cloud Version 2. In the Party Schema, the system provides default steps for determining party roles, such as those shown in the figure for the Processor Party Role. These steps help system administrators streamline account team assignments and ensure that business partners are correctly linked to business objects according to company processes. Administrators can select which party roles to use in Case Management for their organization. However, some roles, like the Account role, are mandatory by default and cannot be deactivated.
Determination steps can be deactivated, but new steps or standard ones cannot be added or removed.
By default, the following Party Roles are available:
- Account
- Approver
- Contact of Account
- Processor
- Reporter
- Service and Support Team
Adapting a Parties Involved Schema in SAP Service Cloud Version 2 - Video
The following video demonstrates how to adapt a Parties Involved Schema in SAP Service Cloud Version 2.
Video Summary
- Navigate to Settings from User Menu, then All Settings, and select Party Schema.
- Set each Party Role correctly by clicking the Pencil icon.
- Verify the Party Role Assignment Active, Mandatory, and Unique values.
- Confirm the correct setup for each Party Role and click Save.
- Successfully adapt the Parties Involved Schema in SAP Service Cloud Version 2.