Defining the Scope

This lesson will guide you in setting up a company for a successful implementation. We'll cover the implementation steps, minimum system requirements and system prerequisites. Getting these steps right is vital to ensure a smooth and efficient implementation.

Implementation Steps

It is key that you understand the proper steps and requirements needed to implement SAP Service Cloud Version 2 before starting your implementation. This will help set up the company for a successful implementation process. Listed below you’ll find the suggested implementation steps. Please review and ensure you understand what is required prior to implementation. ​

1. Confirm the system requirements	Confirm the following minimum system requirements are met: Minimum desktop and laptop hardware requirements. Minimum network requirements for service processes. Browser support. Language support.
2. Enable system contracts and tenants	Signed contract and Tenant ID. With the signed contract, you have the right to access the Tenant ID with an initial user. Typically, this user has administrative privileges and serves as the primary administrator for configuring and managing the system. The tenants can be provisioned through SAP for Me. Additional tenants can be purchased separately.
3. Activate base configuration	Ready the system for implementation through activation of the following services: Pre-configuration Language and Region settings. Time Zone, Country/Region. Fiscal Period, Exchange Rate (Currency). Idle time and Content Security Policy (CSP). Computer Technology Interface (CTI) setup.
4. Create business roles	Create business role, employee, create business user, assign them to a business role: Create business role, Create employees, Create business users, Assign an employee and a business user to a business role.
5. Taylor and brand the user interface	Tailor the User Interface for the Business: Brand the homepage. Adaption. Language adaptation. Depersonalize. Autoflow. Extensibility.
6. Set up master data	Set up the master data by setting up new: Service organization. Employees, customers (account and contact). Individual customers and products.
7. Set up service objects	Set up service objects such as: Registered products, Installed bases and, Warranties.
8. Set up case management	Here you can configure: Document types, Case designer, Party roles and, Status schemas.
9. Configure service elements	Configure service elements such as: Service Level Agreements (SLAs), Categories and, Case routing.
10. Configure communication channels	Configure communication channels: Agent Desktop for CTI and Interaction Center Processes. Inbound email communication. Outbound email communication including configuring response templates.

The following minimum system requirements are recommended for using SAP Service Cloud Version 2:

Technical Requirements

• Minimum network requirements in bandwidth (Mbps): 0.6 for up to 20 users; 1.24 for up to 100 users; 6.2 for up to 500 users; and 12.4 for up to 1000. For detailed calculations and more information about bandwidth requirements, refer to the Network Sizing blog [insert link to >Legal Disclaimer for Links | SAP Help Portal].
• Minimum desktop and laptop hardware requirements - Processor: Intel Core 2 Duo (2.4 GHz with a 1066 megahertz {MHz} front-side bus) or equivalent; Memory: 6 gigabytes (GB).

Browser Recommendations

• SAP performs manual and automated testing on the supported and recommended browsers. The recommended browsers provide better performance and usability. Later versions of the recommended browser should be compatible but have not yet been tested. Use the latest, stable version of the recommended browsers. Please be aware that some browsers download and apply updates automatically. SAP makes every effort to test and support the most recent, stable versions of all recommended browsers.

Language Support

• SAP supports a lot of languages, more than 90 languages. Functional limitation: Right-to-left languages (Arabic script and the Hebrew alphabet are written from right to left) are NOT SUPPORTED for email integration, analytics, or maps.

SAP Service Cloud Version 2 is a cloud-based customer service solution offered by SAP. It helps businesses effectively manage their customer service operations. The following three elements are mandatory before you can use SAP Service Cloud Version 2:

Contract

• The contract is the agreement between SAP and its Customer for the use of SAP Service Cloud Version 2. It outlines the terms and conditions, including pricing, service level agreements, and any specific arrangements between the parties.
• You have the option to purchase SAP Sales Cloud Version 2 and SAP Service Cloud Version 2 in the same tenant, or in different tenants.
• While you get a production tenant, you'd need to purchase an additional tenant for testing purposes.

Tenant ID

• A tenant URL for SAP Service Cloud Version 2 will be provided by SAP. The tenant ID is a unique identifier. It’s used to distinguish your organization's data and configuration from others using the same application.

User Credentials

• With the signed contract, you have the right to access the Tenant ID with the initial user. The initial user is the base to create additional users within the system. The initial user refers to the first user account created within your SAP Service Cloud Version 2 tenant. This user typically has administrative privileges and serves as the primary administrator for configuring and managing the system. The initial user can set up additional user accounts, define access permissions, and configure the solution according to your organization's requirements.