Customizing the Status Schema

Objective

After completing this lesson, you will be able to create a Status Schema for Case Type in SAP Service Cloud Version 2.

Determine the Statuses Needed for Cases

Predelivered Status Values for Cases

Current StatusReachable StatusesNon Reachable StatusesDescription
Open
  • In Process
  • Customer Action
  • Completed
ClosedThe status is not reachable from any other value.
In Process
  • Customer Action
  • Completed
  • Open
  • Closed
If the status changes from In Process to Closed the system completes and closes the change.
Customer Action
  • In Process
  • Completed
  • Open
  • Closed
 
Completed
  • In Process
  • Customer Action
  • Closed
Open 
ClosedNone
  • Open
  • In Process
  • Customer Action
  • Completed
If the case is closed, it is not possible to open it again. This status can only be used for cases still in the system. The new case is not allowed to use Closed.

Statuses for a Case are managed by the Service Agent. These statuses can include "Open,"," "In process", "Customer Action," "Completed," or "Closed." The status values of a Case can also influence a Service Level Agreement or an autoflow rule. Let's see how you choose the statuses needed for your Cases.

Statuses Organized in Schemas Underlie Case Management

Statuses Organized in Schemas Underlie Case Management

Statuses and Status Schema are essential for proper Case Management. A status represents a stage in the service support process within an organization's workflow. The status schema is the collection of all statuses that define the support process. Multiple support processes may exist, including ones for customers and for employees.

For example, organizations can maintain different status schemas depending on:

  • The customer segment, so they can have one schema for the B2B segment and one for the B2C segment, and
  • The type of service or product that they offer.

The initial stage or status of a status schema is set by default to "Open" and is usually changed manually to "In process" by the Service Agent as soon as the case is picked up from the list of pending cases.

In the All Case Worklist app shown in the picture, the following standard charts for Cases are available:

  • Cases by Source/Channel
  • Cases by Priority
  • Cases by Category

Where Can the Service Agent Maintain the Status of a Case?

case page with a list of available status highlighted on the left hand side

The Service Agent updates a Case's status from the left pane by clicking the edit pencil. The change saves automatically.

Statuses and Service Level Determination Rules for Cases

Rules; service level determination and status are highlighted from the rules page.

Statuses can be used as possible parameters for determining the service level in cases.

Statuses and Autoflow Rules for Cases

case flow, trigger rule process flow. The trigger rule conditions are highlighted

Statuses can serve as parameters in Autoflow rules, such as sending email notifications to customers when the status is set to Customer Action.

Determine the Statuses Needed for Cases

Setting and case template are highlighted at the top of the page. On the left hand side, an arrow points to the pencil icon beside status schema

Once the Status Schema for Cases is defined, administrators can assign the Schema to Case Types in Cases Settings.

Creating a Status Schema in SAP Service Cloud Version 2

The following video demonstrates how to create a Status Schema for the Aspen Bicycle Case Type, with a new Status Code in SAP Service Cloud Version 2.

Video Summary

  1. Select Settings from the User Menu, then All Settings, and navigate to Status Dictionary Entries to create a new custom Status Code.
  2. Enter values for the new Custom Status Code and Description, then select In Process and Processor Action from respective lists.
  3. Create a new Status Schema for the Aspen Bicycles Case Type by entering values and saving the description.
  4. Assign status codes to the new Status Schema, using the plus icon to add and organize assignments.
  5. Drag and drop statuses to reorder them, successfully completing the Status Schema creation.

Summary

In this lesson, we:

  • Explained how statuses are maintained by Service Agents to manage case workflows effectively.
  • Described the role of status schemas in organizing case management processes.
  • Demonstrated how statuses influence service level agreements and autoflow rules.
  • Created and assigned status schemas in SAP Service Cloud Version 2.
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