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Creating the Parties Involved for Cases

Objective

After completing this lesson, you will be able to create Parties Involved Schema for Cases in SAP Service Cloud Version 2.

Creating the Parties Involved for Cases

In this lesson, you will learn how to create Parties Involved Schema for cases in SAP Service Cloud Version 2.

Use Schemas to Configure Parties Involved in Cases

Party role determination steps processor is highlighted.

The roles involved in an organization's service or support Cases are determined in the Party Schema in SAP Service Cloud Version 2. In the Party Schema, by default, the system provides standard party role determination steps, such as those shown in the figure for the Processor Party Role. The determination steps enable system administrators to streamline account team assignments and ensure that business partners are correctly assigned to business objects in a way that matches the company processes. Administrators can determine which party roles to use in Case Management for the organization. However, some party roles, such as the Account role, are mandatory by default and can't be deactivated.

Determination steps can be deactivated, but new steps or standard ones cannot be created or deleted.

By default, the following Party Roles are available:

Account.
Approver.
Contact of Account.
Processor.
Reporter.
Service and Support Team.

Adapting a Parties Involved Schema in SAP Service Cloud Version 2

The following video demonstrates how to adapt a Parties Involved Schema in SAP Service Cloud Version 2.

Video Summary

Navigate to Settings > All Settings > Party Schema.
Click on the pencil icon to edit, then check and confirm the active, mandatory, and unique values for each party role assignment.
Ensure all party roles are set correctly and click Save to complete the adaptation of a Parties Involved Schema.

Lesson Summary

In this lesson, you learned how to create and configure the Parties Involved Schema for cases in SAP Service Cloud Version 2. We explored how the Party Schema determines which roles are involved in an organization's service or support cases. The system provides standard party role determination steps, such as those for the Processor Party Role, enabling administrators to streamline assignments and ensure correct business partner allocations. While administrators can deactivate determination steps and select which party roles to use, certain roles like the Account role are mandatory. We also reviewed the available default party roles and their functions within case management.

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