Creating Business Roles

Objective

After completing this lesson, you will be able to create employee profiles in SAP Service Cloud Version 2, and assign them to the correct corresponding business users and roles.

Business Roles

Create business role, create employee, assign business user, assign business role.

In SAP Service Cloud Version 2, the idea is to have your company's service employees each assigned to their respective business role. A business role is like a job description. It is a predefined set of service tasks and operations in the system with the associated permissions and functional capabilities necessary to perform them. For example, the service employee and the service manager roles.

Before you can assign your service employees to their roles in the system, you must first define what you want your service business roles to be. You must also create your employees in the system. With both these tasks done, you can assign business users to their business roles. This business user is an employee's system log-on, as such, it's the device the system uses to recognize employees to give each their appropriate access levels and permissions to perform their jobs (roles).

More specifically, in SAP Service Cloud Version 2.

Differentiating Between Employee, User ID, and Business Role

Video Summary

  • A business role is a predefined set of permissions and access rights that determine the functional capabilities and limitations of a user within the system. It defines the tasks and operations that a user can perform, the data that they can access, and the level of authorization they have. Business roles are assigned to business users to ensure that they have the appropriate access and permissions required to perform their designated tasks.
  • The main elements of an employee are the Employee ID, a name, a address, and communication: Phone, Mail, Mobile; a language; a working time (their calendar and regular working hours); and a department in the company to which he/she belongs.
  • With the business user you can log on with your credentials to our system. The main elements of a business user are: assignment of an employee, assignment of a business role, a security policy (a set of guidelines, rules, and measures to ensure the security and integrity of SAP systems).

Main Elements of Business Role

Business role showing subheadings of; Business Service ID, Access Rights and User Assignment with an example provided for each.

You create business roles to help standardize system access by predefining access rights in the form of a template that can then be assigned to multiple business users who perform similar business tasks.

In SAP Service Cloud Version 2 the business role has three main elements: ​

  • Business Service ID: A Business Service ID (BSID) is a unique identifier assigned to each business role in SAP Service Cloud Version 2. With the assignment of different services to the business role, you can control generic authorizations to a specific object. For example, if you assign the service ID sap.crm.service.caseService to a business role, then the business role allows you to create cases. Other important services are: Registered Products; Installed Base; and Warranty. ​
  • Access Rights: Access rights define the specific permissions and privileges granted to a service that is assigned to a business role. These rights within the service can control the ability to create, change, and display cases.
  • User Assignment: User assignment refers to the process of assigning individual users to specific business roles within SAP Service Cloud Version 2. Administrators or system owners are responsible for managing the assignment of users to business roles.

Business Services

Business Services and Case are highlighted.

The business services are the main configuration element of a business role. Here, the administrator selects services to create a template for the employee tasks. For example, for an employee to process cases, the Case business service must be selected for their business role.

Examples of services that can be activated: Case; Agent Desktop; Appointment and so on.​

Note

The filter function has advanced filters to find specific services.

Access Rights and Restrictions - Read and Write Access

Read access and Write access highlighted.

The Administrator can grant and restrict access to most business services. Typically, this is done at the business role level, so you can set them once, then apply them to multiple users. The following is a list of access types.

  • Read access: Unrestricted, Restricted with Restriction Rules​.
  • Write Access: Unrestricted, Restricted with Restriction Rules.​
  • No Access: (only available as a restriction for write access) The user has no write access.
  • Unrestricted: The user has access to all business data related to the view. ​
  • Restriction Rule: Context specific authorization. For example, an employee has access to a customer, but only when assigned as an employee responsible in that company’s account team.

Note

  1. If you create a new business role with business services in the initial state of read and write access, then that access will always be unrestricted.​

  2. The authorization for certain business services can be restricted for specific views of that service.​

  3. While the restriction rules for a business service are linked, in the business role, you can choose which rule applies to specific services and not to others.​

  4. Unrestricted access rights will override any restrictions that are defined.

Adding a Service to a Business Role in SAP Service Cloud Version 2

In this video, we will show you how to add a Functional Location as a business service to an existing business role in SAP Service Cloud Version 2. A Functional Location is a service object and is very similar to a registered product. Functional locations are created hierarchically, and you can assign assets or products to them.

Video Summary

  • The service: Functional Location was created.
  • Access was confirmed for the service employees.

Lesson Summary

This lesson focused on explaining the concept, importance, and operations related to business roles in SAP Service Cloud Version 2. It started by stressing that before operations can begin, each company's employee must be assigned their relevant business roles and be created in the system. These roles can be configured, and they come with certain permissions and functionalities that correspond to the tasks and operations an employee must perform. The lesson also differentiated between an Employee, User ID, and Business Role, explaining that the latter is essential in system access standardization. Key elements of a business role, including Business Service ID, Access Rights, and User Assignment, are discussed in detail, including their functionalities. The lesson also covered assigning services to business roles, restricting access rights, and the overview of adding a service to a business role.

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