Scoping and Fine Tuning
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Scope the system by selecting the relevant features according to the business requirements. Think of this as selecting the business's needed items from a catalog of items.
CARE - Scoping selections are dynamic, so then affect the available choices in other areas of the SAP Service Cloud system.
Scoping starts with some basic information about the company concerned, for example the country or countries where it does business and the type of business. The system uses this to make pre-selections. Other decisions about the business are made by selecting elements and answering questions to ensure the system features the business will need are enabled and configured according to its requirements.
The business's countries and locales of practice and business type are the starting features for configuration using scoping, as just mentioned. Other important, following features include the managing of customer communication such as allowing the system to accept incoming:
- Emails via Business to Business or Business to Customer channels
- Phone calls.
Other system features included in configuration with scoping are integrating SAP Service Cloud with an external knowledge base, enabling warranty management and maintenance plans, and much more.
Fine Tuning follows scoping where you further tailor the solution by adjusting the predefined settings to meet more specific requirements. This is done using activities in an Activities List that is automatically generated by the system based on your scoping decisions. Some examples of settings you can fine tune are:
- Email settings
- Party role determination
- Work distribution rules
- Number ranges