Name: Setting up Determinations in SAP Service Cloud Version 2
Uploaded: 2022-11-28
Duration: 191 s
Description: Validations help you, as an administrator, to implement a custom logic where you can prevent a save or issue a warning message to users during save based on certain conditions.

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<div><div>Validations help you, as an administrator, to implement a custom logic where you can prevent a save or issue a warning message to users during save based on certain conditions.</div></div>

Setting up Determinations in SAP Service Cloud Version 2

In this video we will look at how we can create custom logics. Custom logics can be one of two types. One is the terminations, where customers can assign certain value to a field based on certain conditions. And the other one is validation, where customers can raise an error or warning messages based on certain conditions to create either determination or validation. One must go to Extensibility Admin. Click on the user profile. Click on settings. We will list all the settings here. Extensibility administration comes under a group called extensibility. Click on Extensibility Administration to go to Extensibility Admin. Search for any entity. For example case I will click on case. Here we list Validations and Determinations tab for each entity to create a determination. Go to determinations tab and click on Create New Determinations. Let's take an example where I want to determine the priority of a case. I will enter the same name and description. One must select an event. Here we have two events pre hook and post hook. In pre hook both standard fields and extension fields can be modified in post hook only extension fields can be modified. So I will select pre hook here. Here we can build any conditions in this condition. Block. When you click on this field dropdown it will list all the fields available for that particular entity. So I can say something like escalation status equals value escalated. And I can keep adding additional complex conditions as well. For example, I can write something like origin equals chat. Any tickets matching these conditions we can change the priority of those tickets. We can also add additional or blocks by clicking on plus or button and build the same conditions. If I want to delete an entire block, I can simply click on delete. We also have a summary of a particular condition. There is a block called assignment block. Here customers can assign certain values to a field. For example, if the escalation status is escalated and the origin is checked, I want to change the priority of the field to high. All I need to do is start with curly braces. This will list all the fields that are provided with autocomplete. I will type priority equals P1. As you can see when I click the option it provides an autocomplete. With this I'm creating a simple determination where I say if the ticket is escalated and the origin is checked, make the priority as P1. Click on Save and Activate to save the determination. Thank you for watching.