Name: Creating Autoflow and Approval Rules in SAP Service Cloud Version 2
Uploaded: 2022-10-24
Duration: 604 s
Description: This video shows how an Administrator can create Autoflow and Approval rules in SAP Service Cloud Version 2.

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<div><div>This video shows how an Administrator can create Autoflow and Approval rules in SAP Service Cloud Version 2. </div></div>

Creating Autoflow and Approval Rules in SAP Service Cloud Version 2

In this video you will learn about business flow, which includes order, flow and approval. The first step is plug in and then let me go to settings and what I will see is an order flow and approval is first step. Let me go through also flow. There you will see custom rules and safety rules. SAP rules are the one which pre delivered as already seen here. These rules cannot be modified as when I click on the option. Basically, these rules will show the critical condition. For the example let me open font color status change. This is how we see it is created for this particular scenario where the entities duration, time and condition are already prepared and these are non editable. As part of the order flow. What we are allowed is creation of custom rules based on business condition. Here you would see custom rules which are created for case, object and status of active and inactive. Let me open an existing custom rules which is escalation alert trigger by clicking on change here. What it does is basically out of rules opens in canvas event where the objects and even type and condition block appears. This is Pre-created custom rules which already created and it is currently in active status. This is how an existing rule can be edited with respect to the event types, conditions and action. Let us go through details by creating a new custom rules. When you create a new custom rules, press on the plus button and it opens a new canvas event with new rule configuration. It provides a flow description here, which is RH 14 zero four. This is provided in English language, but there are possibilities to change to another language. I maintain in only English language as you would see, the below canvas will allow me different selections like for an example, adjust to create outer flow rule for case and then subsequently even types like creation of case, update of case, object and implicit call when the outer flow rule would be consumed. Be in case designer as an auto flow step. Next step is triggering of condition which would subsequently trigger the action if required, or if the conditions are met. Let me go here and choose. Priority is equal to value. Urgent. As the condition is set, priority of the case is urgent. Now I need an action to be triggered. Which is sending an email. I could basically add further condition which could be or condition with or button and plus button to add condition which basically be the conjunction of two conditions. If both conditions are met, action would be triggered. The set of condition can be triggered with respect to and and or with certain combination criteria. Once either of the conditions are met in case of or, the action would be triggered or or if it is an add condition added by the plus icon until all those conditions are met. The action would be triggered according to the action part, which is currently sent email as the action which is supported. As you would see, subject need to be filled here. Enter subject as priority updater Agent which have an option to select one of these templates. I select one as an example. The other is that that needs to be performed is sender name. I select one of the channels which is configured for case. Another option is to select role based on the object. For example approval, responsible manager, processor and so on. I could either select this which is dynamic nature, or I could have static recipients. Say like an individual customer and then select one as an example. So we selected data setting, configured sender name and selected the template for an object. Next step is to save and what we sees out of the rule has been saved. The email action has been created and next step is to activate it. The message is that auto flow rule activated. Now if we go to custom rules and I would see r h 14 zero four rule that just created as an active status, I can again modify certain conditions or action. Make changes here. Also there is a delete option which is provided. For example I see an inactive role which I no longer need and I can delete it. There is a search icon which I can write a text and search for it. And refresh icon to refresh. Out of all the rules that currently exist. This was all about out of love and second aspect of business for lowest approval. You can get approval from admin settings, as you can see here. Approval is already created which is an active status to view it. I click on change and I see an existing approval with even type case, type equal to case and subsequently the approval condition. Let's make a new approval. I click on new icon. Once we see here is the same canvas as we had in the case support flow with similar selections with respect to entities, even types trigger conditions and the approvals set up action which default as compared to email action we saw in autofill. And here we have description which is approval 14 04RH. And we have this possibility to choose our language from entities. I select case from even types. I select implicit call which means this approval process can be consumed from the current design approval steps. Now click on trigger condition. This rule would be triggered as part of the case designer step only if the escalation flag is there. So escalation status is equal to escalated, which would subsequently required approval. I add subject here. In distribution I have the option to go with responsibility or direct approvers. If I select responsibility, I would see a list of associated party with respect to case. If I go to direct approvers I can choose one of them, which I can see here. All approvals required is a toggle. If I add multiple approvals and all of them required to approve is unselect there, then if either of them approves, the approval process would be completed. The automatic approval is to consider automatic approval if the conditions are not met. Next step is to say this is the message that auto flow rule has been saved. Then activate it and you see the auto floral has been activated as well. We can see it here. We have the delete option. If you don't want the value that is created or the option of modify or change the rule. Thank you for your attention.