Setting Up a Service Organization

In SAP Service Cloud Version 2, the service organization responsible for managing the company's service processes is established as an organizational unit within an existing organizational structure. This unit reports to a higher-level organization unit, known as the root organization, which represents the company as a whole.

Part of the creation of this new organizational unit in the hierarchy is to define its function, for example, service, as well as the assignment to it of specific staff at manager and employee levels.

• An organizational unit can have more than one function, for example sales and service.
• An employee and/or manager can only have one primary organizational unit, but can still be assigned to several other organizational units.
• Service Organization (=Team and Employees) can be used for the case routing scenarios.

Using the Primary Organizational Unit

The primary organizational unit is selected for the manager Sabine Hoover; however, it is not selected for the employee Peter Parker. This is done using the highlighted Primary flag. Peter Parker is assigned to the service organization, as you can see, but it isn't his primary organization.

In general, an employee with the primary flag can only ever be assigned to one organizational unit. Multiple assignment of an employee is only possible if the primary flag is removed from a second or further organizational unit.

A company's service organization could be multifaceted and span multiple departments or teams. This can be represented in SAP Service Cloud Version 2 by creating multiple organizational units in an organizational structure all reporting into a common root organization at the top of the hierarchy or model. For example, it's common for a company to have both a service and then an escalation team in its service organization. In the above image you can see that the root organizational unit has been broken into two subunits; a maintenance team and escalation team.