In this lesson, we'll examine how SAP Service Cloud Version 2 organizes and manages product master data, which is crucial for providing efficient service.
Similar to how SAP Service Cloud Version 2 uses master data objects to organize and manage customer data, such as Account and Individual Customer objects, it also employs them for the products for which service is provided. A product can be one of the following types of material:
- Material: Refers to the physical goods or supplies used in different operations or processes, such as a bicycle.
- Service: Could be a delivery by a technician who repairs a bike.
- Entitlement: Service entitlement refers to the rights or permissions granted to a customer regarding a specific service. It outlines what services the customer is eligible for, the terms and conditions of service delivery, and any limitations or restrictions linked to the service. Service entitlement may also be associated with a registered product.
Products are Organized into Hierarchies of Product Groups
Before creating products, you need to set up the product groups you want to organize them into. For example, a main product group could be "Bike", with sub-groups such as "Competitive Racing Bikes", "Cruisers" and "Mountain Bikes" with sub-groups such as Medium and Small creating a product hierarchy of different levels.
You can keep expanding the hierarchy levels: 1; 1-1; 1-1-1; 1-1-1-1, and so on. Other product group hierarchies might include spare parts and/or services for the appliances bikes.
Product Details
To create a product master data object, select "Products" from the navigation bar. You can maintain various details in the master data object for a product, such as:
- Product Name
- Product Image
- Status (Active, Blocked, in Preparation, Obsolete)
- Unit of Measure (always mandatory)
- Product Group Assignment
- Notes
- Attachment
Creating a Product Group, Sub-group, and a Product in SAP Service Cloud Version 2
In the accompanying video, Sabine, the service agent, demonstrates how to create a new product group (Bikes), three sub-product groups (Cruisers, Competitive Racing Bikes, and Mountain Bikes), and assign a product to the sub-product group Mountain Bikes.
Video Summary
- Navigate through the User Menu to create a new Product Group named "Bikes" and confirm its creation.
- Create three Sub Product Groups under the "Bikes" Product Group by repeating the setup steps and confirming each creation.
- Assign three Products to each of the Sub Product Groups by entering specific values and selecting appropriate options like Unit of Measure and Product Group Folder.
- Successfully create the first Product under the "Mountain Bikes" Sub Product Group and change its status from "In Preparation" to "Active."
- Refresh the system to view the newly created Product and its updated status.