Configuring SAP Service Cloud


After completing this lesson, you will be able to:

  • Perform adaptation tasks
  • Create a mashup
  • Perform scoping tasks to configure SAP Service Cloud

Service Cloud Adaptation

Implementation consultants and administrators use Adaptation mode to customize and extend SAP Service Cloud. The changes made then affect the entire system. Use this feature to tailor the application to meet the specific requirements for the business.

While the types of customizations are endless, a few examples include: adding a new field to a work center; managing the ticket master layout; changing field labels; and setting a field to required, visible or hidden.

Adaptation mode must first be enabled. Do this from the User menu under Settings, Adaptation Settings. You then start adaptation by selecting "Start Adaptation" from the user menu.

How to Use Adaptation to Hide a Field

Use Adaptation to Hide a Field


A mashup is the customization of SAP Service Cloud to use data provided by an online web service or application. For example, a service agent using a weather forecast widget to check if any service routes might be affected for the next day. There are three types of mashup: URL; HTML; and data.

SAP Service Cloud includes a number of preconfigured mashups, but the implementation consultant or administrator can also create their own, as needed by business requirements. Examples of preconfigured mashups: Embedded Maps; Embedded Routes; Tweets by handle.

Once created, the results of a mashup can then be:

  • A clickable hyperlink on an SAP Service Cloud screen or screens out to access a web service, or an external search provider such as Google or Bing
  • Displayed on an embedded screen or frame within SAP Service Cloud

How to Create a Mashup

Create a Mashup

Configuration Using Scoping and Fine Tuning

The SAP Service Cloud system is configured (customized) during implementation using Scoping which is then fine tuned using a system generated activity list from the scoping.

Scoping and fine tuning take place in the system implementation project, located in the Business Configuration work center of SAP Service Cloud .

Scoping and Fine Tuning

Select each button for more.

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:

  1. Emails via Business to Business or Business to Customer channels
  2. 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:

  1. Email settings
  2. Party role determination
  3. Work distribution rules
  4. Number ranges

How to Select Features with Scoping

Select Features with Scoping

How to Use Fine Tuning

Use Fine Tuning

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