Defining a Service Organization

Setting up Organization Units

An effective service organization needs simply defined roles mapped to the service tasks and structured to clearly reflect the responsibilities within and between them. This purpose is achieved in SAP Service Cloud Version 2 by first creating a new organizational structure with a first, top-level root organizational unit named for the company concerned, for example Aspen Bicycles.

Organization Model

The organizational model in general is mapped as a hierarchical model in order to link the different tasks and responsibilities of the respective organizational units with each other.

In order to successfully implement and then use SAP Service Cloud Version 2, it is important that the company's actual service organization is correctly represented in the solution. This will involve adding further organizational units below the top-level organizational unit (root) to reflect the actual service departments or divisions of employees and their managers that exist in the company itself. This hierarchical model is then a unified graphical representation in the application of the company's actual service department.

Manage the organizational structure by assigning the organizational units to:

• Employees.
• Managers.
• Functions.

Purpose

Once set up correctly, the SAP Service Cloud Version 2 service organization facilitates:

• Easy configuration and set up of the application overall.
• A more intuitive user interface (UI) due to roles and responsibilities being more clearly represented in it.
• Easier organization management overall due to:
  • Clear and transparent responsibilities.
  • Centralized administration.

In the SAP Service Cloud Version 2 application, the first step of creating a new root organization that will undertake and manage the company's service process is to create the uppermost node in an organizational structure. This upper-most node won't be the service organization itself, but the company entity at the top of an organizational hierarchy that it ultimately reports into.

In defining the root organizational unit (upper most node in an organization structure) for the service organization in the system, you should provide entries for the following:

Definition

Definition describes the role of the organizational unit in the organizational structure. It could be a company, or business residence. For Aspen Bicycles, it'll be company.

Validity

Validity shows beginning and end dates.

Address

Address provides all address details for the organizational unit, including the email address for outbound emails used to respond to customers.

Function

Function reflects the business purpose of the organizational unit; in our case this is the company.