Tailoring the User Interface for the Business

As a consultant, you can extend your solution by using the following main tools, which can then impact the associated application screens. Such changes affect the entire system (all users). Use this feature to tailor SAP Service Cloud Version 2 to meet the specific requirements of the business.

• Extensibility.
• Data Protection & Privacy.
• Business Flow.

While the types of customizations that you can perform are endless, common examples include:

Use Extensibility Administration to:

• Add or change a field or button.
• Set a field to required/visible/hidden.
• Use the conditions in Determination to calculate values in fields on the screen.
• Use Page Layout to control what fields are available to which business roles in the system.
• Use Validation to adjust the systems business logic to stop, change, or add events.
• Create mashups to enable users to link from the system to the Web or to other systems.

Under Extensibility, use Language Adaptation to maintain custom defined text for example, your fields.

• Under Data Protection & Privacy settings, use Depersonalize to hide selected personal data.

• Under Business Flow settings, use Autoflow to set conditions for workflow events to lead to specific actions.

With Language Adaptation under extensibility the Administrator can change the language used tenant wide for the Standard Texts for different objects. For example, for Account, as shown above.

With Depersonalize under Data Protection & Privacy settings, the administrator can select an object to have all the personal data maintained for it get the value XXXX (depersonalized).

The administrator uses Autoflow under Business Flow settings to send either emails or events or information notifications (the three available Actions) for objects (Entities) such as Cases, or Registered Products, and so on, according to conditions they set. This autoflow is a workflow rule.

A condition is a criterion that triggers an action when met. Conditions are structured into groups. Also, a trigger can have more than one condition with additional conditions defined using logical operators AND/OR. The AND operator can be defined using a condition within the same group. To add more than one condition, use OR. Add a new group to define the OR operator amongst the workflow conditions such that if conditions in at least one group are met, then the overall condition is considered fulfilled and the workflow rule has been triggered.​

The three actions types are:

• Send Emails.
• Send Event Notifications.
• Send Info Notifications.

A lot of adaptation is undertaken with Extensibility under Settings. However, options like adding or changing a field or button, or setting a field to required/visible/hidden also involve Start Adaptation on the User Menu. You use Start Adaptation to edit the layout of system screens once related changes in Extensibility settings are made. For example, you’d add a field in Settings with Extensibility under Extensibility Administration, then place this field on a system screen, where you want it over in Start Adaption.

Here are the five areas within Extensibility settings showing where common examples of adaptation are found:

• Extensibility Administration​:
  • Add or change a field or button.
  • Set a field required/visible/hidden.
• Assignment Rules:
  • Determination.
• Page Layouts.
• Custom Logic:
  • Validation.
• Mashup Authoring.