Using Extensibility

Objective

After completing this lesson, you will be able to configure Custom fields and determination and validation rules in SAP Service Cloud Version 2 to control the follow up actions field update and notifications.

Extensibility

A lot of customization is done through Extensibility in Settings. However, options like adding or changing a field or button, or making a field required/visible/hidden also require selecting Start Adaptation from the User Menu. You use Start Adaptation to modify the layout of system screens after making relevant changes in Extensibility settings. For example, you’d add a field in Settings under Extensibility Administration, then place this field on a system screen where you want it via Start Adaptation.

Here are the six areas within Extensibility settings where common examples of adaptation can be found:

Add or change a field or button
Set a field required/visible/hidden
Determination: are used to calculate values in fields on the screen.
Validation: used to adjust the system’s business logic to stop, change, or add events.
Mashup Authoring: is used to enable users to link from the system to the Web or to other systems.
Page Layout and assignment rules: are used to control which fields are available to specific business roles in the system.

Extensibility Administration

Creating a New Custom Field Using Adaptation in SAP Service Cloud Version 2

You can add extension fields, such as custom fields, using adaptation in SAP Service Cloud Version 2. In this video, Alan, the consultant, will create a new custom field to customize the user interface.

Video Summary

Access Extensibility settings and create a new custom field named "Potential" with a Boolean data type for the Account entity.
Update field attributes to enable filterable and searchable options, then save changes.
Enter Adaptation mode to customize the User Interface for SAP Service Cloud 2 users.
Add the "Potential" custom field to the Account entity in the User Interface.
End Adaptation session, completing the process of creating and adding the extension field.

Determination

In SAP Service Cloud Version 2, Determination are used to calculate a specific field value based on the conditions you set up. An example is the determination of the priority Urgent if the case is escalated.

Creating a Determination Rule in SAP Service Cloud Version 2

In this video, Alan the consultant will create a new determination rule and test it in SAP Service Cloud Version 2.

Video Summary

Access the configuration area by navigating through the User menu to Settings, then All Settings, and search for Extensibility to access Extensibility Administration.
Under the Determinations tab, select Create and choose Using Forms to enter the name and description for the Determination rule, selecting Pre Hook as the Event.
Add the condition parameter by selecting escalation status and choosing Escalated as the target value.
Create the determination rule by opening the expression with Shift+Alt+7, selecting priority as the expression, and setting it to Urgent, then save and close.
Test the determination rule by creating a new Case, escalating it, and observing the priority change from Normal to Urgent.

Validation

Validation is often used by administrators to implement custom logic that either prevents a save or displays a warning message to users during a save. A Validation Editor, consisting of a Header, Conditions, and Actions, is used to create this custom logic.

Finally, Mashup Authoring is commonly used to create mashups that combine data from SAP's cloud solutions with data from online Web services or applications. Users can access the content provided by these Web services and applications for their daily tasks. Mashups can include Web searches, business information about companies or industries, or online map searches.

Note

SAP only supports HTML mashups that embed a Web page based on HTML or JavaScript directly onto a screen.

Lesson Summary

Explored Extensibility tool to create custom fields, including embedding them into the application's user interface.
Explained Validation and Determination Rules

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