Creating Employees and Business Users for Service

In this example, we will show you how to create an employee (a service employee) in an organization. There are four key components that are maintained and saved within the employee details in SAP Service Cloud Version 2:

• Organization.
• Distribution Channel.
• Division.
• Main.

If several organizations are assigned to an Employee, you can use the "Main" option to specify which one of them is the primary one.

Go to the Administration area in Settings and select Employees to maintain employee data. These employee general details are maintained:​

1. Employee ID, Name, Address, Validity, Internal-External.​
2. Communication: Phone, Mail, Mobile, Language.
3. Department​.

In addition, in working time you maintain the employee’s working calendar and hours.​

Working Calendar​

A working calendar in SAP Service Cloud Version 2 represents the schedule of working days and non-working days for an employee or a group of employees. It defines the regular working days and any specific holidays or non-working days applicable to the employee. The working calendar is used to determine when the employee is available for work and when they aren't.

Working Hours

Working hours in SAP Service Cloud Version 2 define the specific time period during which an employee is expected to be actively working. It represents the start and end times of the employee's regular workday. Working hours can be configured to reflect different shifts or variations depending on the organization's requirements.

The primary objective of user management is system access. In SAP Service Cloud Version 2, you can create business users either manually, or by importing them using a migration template. ​​

As a business user in SAP Service Cloud Version 2, you would have access to various features and functions of the system, depending on your assigned business role, organizational structure, and permissions. This means that the business user is an object that is in general linked to other objects like business role, organization, and employee to efficiently control the system with the right authorization. ​​

In the transaction for user maintenance, you maintain the following main elements:​

• Name.
• Validity.
• Employee assignment (Employee data can only be assigned, you cannot change the details of any employee data on Business User Level).
• Business Role Assignment.
• Security Policy.

The SAP Security Policy for Business Users is a set of guidelines, rules, and measures put in place to ensure the security and integrity of SAP systems, specifically focusing on business users. This policy outlines the principles, procedures, and best practices that govern the access, authorization, and usage of SAP Service Cloud Version 2 by business users. For example, system log-on password: minimum number of characters; minimum number of digits and so on.