In this lesson, we'll delve into the fundamentals of Cases, which serve as records for service or support requests. We'll examine how administrators and consultants can create and customize Case Types to align with their organization's workflows by adding phases, steps, and automated processes.
As shown here, Cases are records of requests for certain types of services or support from an account, customer, or employee. Each line in the illustration represents a single event in the record. This record helps you track interactions with the service requester. Cases also include details such as the time elapsed since the Case was created, the actions taken to resolve the issue, priority level, related products, warranties, and more. Cases are sometimes called service requests.
The administrator can create types to model any service workflow based on the organization’s processes. The administrator can add phases, steps, approvals, and automated flows to each Case Type.
Phases and steps will visually guide agents through processing the Case. Considering that the solution has some benefits and limitations, it is the administrator's responsibility to determine if one or multiple Case Types are necessary for the organization.
To create a new Case Type, the administrator should start with an existing Case and make a copy. The default "Sample Case Type" provided by SAP can be used as the initial template.
How to create a new Case Type from the SAP default
Creating a Case Type in SAP Service Cloud Version 2
The following video demonstrates how to create a new case type in SAP Service Cloud version 2.
Video Summary
- Select Settings from the User Menu, then choose All Settings and Case Types.
- Select an existing active Case Type to copy when creating a new customized Case Type.
- Use the Copy to New Case Type option to duplicate the template and enter new values.
- Create the new Case Type by copying the Case Flow phases from the existing template.
- Change the new Case Type status from Draft to Active
How to create a new version of an existing Case Type
Existing Cases can be modified only by executing the "Create New Version" action from the current Case Type that needs changes. For instance, if after creating a new Case Type, the Administrator finds the Service Catalog is missing, they must run the "Create New Version" action from the existing Case Type, then add the service catalog and activate the new version.
When a new version is created, the administrator can change or add new attributes to the Case configuration.
For example, in the Feature Settings area, the following parameters can be activated:
- Case hierarchy: Cases and subcases can be organized and connected within a hierarchical structure.
- Task Management: tasks can be created to assign activities to Employees and linked to Case entities.
- Forms: forms can be used to gather information about cases and validate or transmit data to external systems.
- Business Documents: Business documents can capture data from email messages or case subject and description, attachments of various file types, or through manual data entry. Attachment data and entity information are extracted with generative AI using large language models.
- Business Information Extraction is the process of identifying, extracting, and organizing relevant data from business-related content such as text descriptions, to create, update, or recognize business documents.
In the General Settings area, administrators can activate or change the following:
- Status Schema
- Number Range
- Party Schema
- Service Catalog