Configuring initial set up

Objective

After completing this lesson, you will be able to Set up and configure initial timelines, navigate the system, and understand incident handling..

Configuring initial set up

Business case - The challenge and the solution

Before we start the project, we'll meet with Best Run Bike Company executives to learn about the business case, their challenge, and our solution.  ​

Project scoping information

The following table shows the business requirements from the Statement of Work addressed by Best Run Bike Company. These elements have been activated in the SAP Sales and Service Cloud solution we will be configuring. 

Identify UI elements and create and organize queries  

The look and feel of the application is based on the settings and permissions assigned to you by your administrator. The default client is SAP Fiori Client, and all business user functions should be performed using this client. Fiori is the standard user experience for all SAP products and services. It provides a dynamic interface and maximizes device compatibility while reducing dependency on third parties.

The UI Theme Builder can be used to customize the screen color of SAP Sales and Service Cloud according to specific branding needs.  Administrators can create a custom theme which will be applied for all roles/users.  The custom theme is reflected in the SAP Fiori Client in the browser as well as the Extended Edition Mobile Apps.

In the following video, you'll learn how to identify UI elements and organize queries.    

Creating a new item 

In the following video, you'll learn how to create and organize queries and how to Create a New Item.    

Incident handling   

​​SAP defines an issue as an unexpected behavior of the system that either interrupts the operation of a service or reduces the quality of a service immediately or in the near future.   

Examples of issues that can occur are:  

  • An unexpected or unclear error message on the screen  
  • Incorrect or missing data  
  • System performance problems

The tenant provides all the tools required to manage incidents internally, and to escalate to SAP for support.   

Reporting an incident

In this video, you'll learn how to create an Error and how to Report an Incident as an End User. You'll view the Incident as an Administrator and Assign a Contact to the Service Control Center.

Creating a service agent 

​In this video, you'll learn how to create a service agent. 

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