Setting Up Organization Units
An effective service organization needs clearly defined roles aligned with service tasks and structured to reflect responsibilities within and across teams. In SAP Service Cloud Version 2, this is achieved by creating a new organizational structure with a top-level root organizational unit named after the company, such as Aspen Bicycles.
Organization Model
The organizational model is typically represented as a hierarchical structure that connects various tasks and responsibilities of the different organizational units. To effectively implement and operate SAP Service Cloud Version 2, it is essential that the company's current service organization is accurately depicted within the system. This involves adding additional organizational units below the top-level unit (root) to represent the actual service departments or divisions, along with their employees and setup managers. This hierarchical model offers a clear graphical view of the company's actual service department within the application.
Manage the organizational structure by assigning organizational units to:
- Employees
- Managers
- Functions
Purpose
Once properly configured, the SAP Service Cloud Version 2 organization enables:
- Easy configuration and setup of the application overall
- A more intuitive user interface (UI) because roles and responsibilities are clearly shown.
- Easier organization management overall due to:
- Clear and transparent responsibilities
- Centralized administration
Setting Up a New Root Organization
In the SAP Service Cloud Version 2 application, the first step in creating a new root organization to manage the company's service process is to establish the highest-level node in the organizational structure. This node represents the company entity at the top of the hierarchy that the service organization ultimately reports to.
When defining the root organizational unit (the topmost node in an organization structure) for the service organization in the system, you should include entries for the following:
- Definition: Explains the role of the organizational unit within the structure. It could refer to a company or business location. For Aspen Bicycles, it will be the company.
- Validity: Displays the start and end dates.
- Address: Lists all address details for the organizational unit, including the email address used for outgoing emails to respond to customers.
- Function: Reflects the business purpose of the organizational unit; in this case, it is the company.