Setting up a Service Organization

In SAP Service Cloud Version 2, the service organization responsible for managing the company's service processes is established as an organizational unit within an existing structure. This unit reports to a higher-level organization called the root organization, which represents the entire company.

When creating a new organizational unit, you define its function, such as service, and assign specific staff at both manager and employee levels. An organizational unit can have multiple functions, like sales and service. An employee or manager can belong to one primary organizational unit but may be assigned to several others. The service organization can be used for case routing scenarios.

Using the Primary Organizational Unit

The primary organizational unit is chosen for manager Sabine Hoover but not for employee Peter Parker. This is indicated by the highlighted Primary flag. Peter Parker is assigned to the service organization, but it is not his primary organization. An employee with the primary flag can only be assigned to one organizational unit. Multiple assignments are possible if the primary flag is removed from other units.

In this video, Alan, our SAP consultant, walks you through creating a maintenance service sub-unit (Aspen Service) for the parent unit (Aspen Bicycles). He shows how to add a manager and an employee to this sub-unit.

Video Summary

1. Navigate to the User Menu and select Settings to access Organizational Structure and create a Maintenance Service Organization .
2. Set the Valid From date using the Calendar Picker and select Aspen Bicycles as the Parent Unit.
3. Add demographic details, select the United States as the country, and save the new Sub Unit, Aspen Service.
4. Assign Aspen Bicycles as the Parent Unit to Aspen Service and confirm the addition.
5. Add employees to Aspen Service, including Diane Rock as Manager and Steven Gary as an Employee, completing the setup in Service Cloud Version 2.

Escalation Team for Cases

A company's service organization can include multiple departments or teams. In SAP Service Cloud Version 2, this can be modeled by creating several organizational units that report to a single root organization. For example, a company might have both a service team and an escalation team. The root organizational unit can be subdivided into smaller units like a maintenance team and an escalation team.

New Service Employees can be added to an existing Organization Structure at any time. Companies should define a conceptual Onboarding Workflow with the list of steps which should be carried out every time a new joiner is hired.

The following is a sample list of possible steps that should be considered when defining an Onboarding Workflow (some steps are part of the system configuration, while others are not system specific):

• Request & approval (from HR/manager) (not system specific)
• Identity provisioning (create user in Identity Provider and/or SAP Cloud Identity when relevant, or perform this task manually in SAP Service Cloud Version 2)
• Create Employees and Business User in SAP Service Cloud Version 2
• Assign Business Role(s) and app permissions in SAP Service Cloud Version 2
• Assign to Service Team(s) / Queues in SAP Service Cloud Version 2
• Configure skills, territories, and working calendar (if relevant) in SAP Service Cloud Version 2
• Assign to routing/assignment rules and scheduling profiles in SAP Service Cloud Version 2
• Deliver training & access handover (not system specific)

Validate with test work items and monitor first-week performance (not system specific)

From this list, as an Administrator, you should learn how to perform the steps which are required in SAP Service Cloud Version 2.

Depending on the customer landscape, the User Provisioning and Roles assignments could be automated. In this Lesson we are only focusing on the manual execution of the following required steps:

• Create Employees and Business Users
• Assign Business Role(s) and app permissions
• Assign to Service Team(s) / Queues

As part of Unit 2 Performing Master Data Set-up, you have learned how to create Employees, Business Users and Business Roles.

An alternative way for creating new employees and business users is to use the Data Import Tool. This solution is suitable when SAP Service Cloud Version 2 is not integrated to an Identity Provisioning System that automates the creation, updating, and deletion of users across SAP applications.

The Data Import Tool is accessible vie the following path:

Settings→All Settings→Data Import

From the main screen navigate to Download Templates where you can select the following two entities which you should consider when importing new Employees and Users into the system:

1. Employee
2. User

The Employee files allow you to create new Employees and assign them to the respective Organizational Units in the system. The file where the assignments to the existing Organizational Units must be maintained is the following: Employee_Employee_Sales_Responsibilities.

After compiling the required files with the Employees data, you can navigate to the Data Import Tool, click on Import, Create and select the Entity "Employee". Select Complete entity, enable Simulation Mode, select the required file type, Excel or CSV, select the files and click on Import Data.

After the simulation is completed, if there are no errors, you can proceed with the real data import.

Once the Employees have been imported and created successfully you as an administrator, can proceed with the creation of the corresponding Users, assigning them to the respective Business Roles (Business Roles must exist in the system as a pre-requisite).

The Users files allow you to create Users, linking them to the previously created Employees, and assigning the corresponding Business Role. The file where the assignments to the existing Business Role must be maintained is the following: User_User_Role.

After compiling the required files with the Users data, you can navigate to the Data Import Tool, click on Import, Create and select the Entity "User". Select Complete entity, enable Simulation Mode, select the required file type, Excel or CSV, select the files and click on Import Data

After the simulation is completed, if there are no errors, you can proceed with the real data import.

After the completion of these two data imports, you as an administrator should verify if the new Employees have been added to the existing Service Organization in SAP Service Cloud Version 2.

This would complete the minimum set of steps required for onboarding new employees.

In this lesson, we:

• Established a service organization unit within SAP Service Cloud Version 2 for efficient case routing.
• Assigned managers and employees to organizational units to clarify service processes.
• Used main organizational units to efficiently handle employee assignments.
• Onboarded new Service Employees into an existing Organizational Structure using the Data Import Tool