SAP Community - SAP Service Cloud

Case Creation in SAP Service Cloud V2

2024-03-18T15:09:28.862000+01:00

Use case : To demo an end to end flow of Customer experience for a B2C website using the following systems S/4HANA, SAP Commerce Cloud, Field Service Management (FSM), Service Cloud V2

Below are the queries for SAP Service Cloud V2:

1. How can I create tickets once the sales order is delivered instead of creating manually?
2. Is there a way where I can add products/serviceable products to a case(service tickets) as I can see we are able to add only registered products now into an case.

SAP Cloud Identity Services

2024-04-08T15:33:52.603000+02:00

Hi Experts,

We have implemented Azure AD with SAP IAS. Users are provisioned from Azure AD to SAP IAS using IPS.

Now, I want to provision these users/groups from SAP IAS to the BTP using IPS and then assign BTP roles to them.

I want to disable the 'Shadow user' option in the trust configuration.

How can I automatically create users in SAP BTP who (for example) are members of a group in SAP IAS ?

Many Thanks

Best regards

SAP Service Cloud v2: How to create an event for the custom button created

2024-04-09T16:15:48.940000+02:00

How can I create a custom event in Service Cloud v2 for a custom button created and make a call to a custom BTP CPI iFlow from that event ?

Unable to make a KUT field Mandatory in Service Cloud Version 2

2024-04-09T17:30:51.870000+02:00

Hello Experts,

When working on Service Cloud Version 2, I have created a KUT field, however I am unable to make the field mandatory can you please advice what is not correct or if I am missing any configurations. Please find attached screen shot

Also can someone let me know what does the term Updatable mean,

Kind Regards

Atul

SAP Service Cloud v2 Employee Replication

2024-04-12T11:00:34.409000+02:00

I am trying to replicate employee from HANA to Service Cloud v2 . Currently using postman to trigger iFlow instead of HANA but getting the following error in v2 : {
"code": "inbound-data-connector.132",
"message": "Failed to process the inbound message.",
"details": [
{
"code": "400",
"message": "{\"error\":{\"message\":\"Lifecycle status is initial. Please provide a value.\",\"code\":\"sap.crm.md.service.businessPartnerService.businessPartnerMessage.lifeCycleStatusInitial\",\"target\":\"{lifeCycleStatus}\"}}"
}
]
}

Sales Cloud Version 2 - Lead Mashup inconsistent Parameters

2024-04-15T13:57:01.096000+02:00

I'm trying enhance the BO Lead with a custom development on the BTP. For that, I would need the stored email as parameter to the Mashup.

Currently, I'm not getting any parameters of the Lead passed to the Mashup, even if selected. Only if I change an arbitrary value (in the screenshots param8) and hit apply, I get at least something passed to the mashup. But in this case, in both params the accountID is selected, but the leadID is passed.

Is anyone experiencing similar issues, or knows how to fix that?

How to integrate sap build work zone for knowledge base in agent desktop as a mashup?

2024-04-16T09:48:50.029000+02:00

I am using SAP Build Work Zone, standard edition and SAP Service Cloud Version 2. I want to integrate SAP Build Work Zone as a mashup in Agent Desktop.
Please guide me step-by-step how to achieve this.

SAP Build Work Zone, standard edition SAP Service Cloud @Trinidad

Integration SAP Service Cloud <-> SAP CDP / Fetching data error - rest service

2024-04-22T23:47:17.982000+02:00

Hello together,

we have followed this video in excatly the same way. But when trying to ingest the data from the sap service cloud we get the error: Fetching data error - rest service

and the job fails:

Where we could start looking for the error?

Where we can get the hostname of the SAP CDP from? Is this just the URL?

Workflow e-mails are not displayed in the timeline tab in ticket

2024-04-23T16:00:57.288000+02:00

Hi all,

is it possible to make workflow emails visible in the timeline tab in the ticket?
So we currently sending out workflow emails to the contact person for status "created", "in process" and "completed". But only the manually written e-mails and the replies from customer are visible in the timeline. No automatic workflow emails are there displayed. These I only see in the tab "workflow changes" as a user.

For me as administrator I can check with "Administrator - Service & Social Media - Outbound E-Mail Monitoring". But this option is not possible for the end user.

Thanks for help.
Best regards,
Deborah

Service Cloud V2 last agent interaction

2024-04-24T16:21:55.603000+02:00

Hello Experts,

on Service Cloud V1 I had the Last Agent Interaction and Last Customer Interaction values available to use them on WFR.

Now on the Service Cloud V2 I can't find those fields to be used under Determinations.

Does anyone know if they have a different name now or if they actually don't exit more in V2?

My use case is to set the Status to Waiting for Reply when the agent creates an interaction, and then set it to In Process when the customer replies back.

Best regards,

Eduardo

Automatic internal note/memo for "copy to existing ticket"

2024-04-26T10:58:12.774000+02:00

Hi all,

in the ticket timeline there are options to move or copy emails to other tickets. If you use the "move to existing ticket" an automatic internal memo/note is created, that states to which ticket the email was moved. See screenshot.

Is this possible to configure as well for the option "copy to existing ticket"? Currently for copy I dont get the note.
I checked the scoping questions and workflows, but didnt find a way to do so.

It would help the processors to identify the correct ticket, where the email conversion should be maintained. We have the issue, that sometimes customer contacts dont reply with the ticket number in the email header. Then new tickets are created automatically. These are set to irrelevant and the mail is moved to the already existing ticket. Assume that the customer still replies with a wrong ticket no, the processors again need to shift the mails. That is the business use case.

Thanks.
Best regards,
Deborah

Sales cloud version 2 - App - Offline Functionality

2024-04-30T12:49:22.566000+02:00

In Sales Cloud Version 1, there was an Offline Mode within the App.

Now in the New App for Sales Cloud Version 2, there seems to be no 'Offline' functionality.

Is the same offline functionality planned as part of the feature parity?

Up until now we only got the information that it is not clear if this will come or maybe be just sold for an extra Retail/App license. So does that mean, the standard App for Version 2 is not having an offline mode anymore?

A lot of customers are still requesting this.

SAP Service Cloud V2 - Case creation in Full screen mode

2024-05-02T03:40:00.336000+02:00

Hello SAP,

Is it possible to create the Case in the full screen mode? I couldn't find any setting related to it. Do we have similar behaviour as V1?

#ServicecloudV2 SAP Service Cloud

Auto Flow - scheduled feature

2024-05-02T10:15:11.973000+02:00

In the Version 1 there was an option to set the workflows as 'scheduled' in order to implement something like:

"Send an email to the quote owner 5 days before the Valid To date is reached"

In the Verison 2 currently within the Auto Flow there is no option for scheduled flows. When is this planned?

Placeholders - unable to see the data related to placeholders using templates in Case

2024-05-02T13:45:19.389000+02:00

Hi Community,

We had a problem using Placeholders in templates in SAP Service Cloud version 2.

We want to display the name of our contact in a response template. But, when insert the template, contact's name is not display.

Image 1. HTML code

Image 2. Template configuration in SSCV2

Image 3. Email received by account contact

Thanks! 🙂

#SAPSalesCloudVersion2 #SAPServiceCloudVersion2 #Version2

Can we connect Service Cloud V1 and V2 to the same S4 HANA tenant. ?

2024-05-03T03:13:28.078000+02:00

Hi Experts.

We want to explore Service Cloud V2 and the user story appears that it is possible to connect V1 and V2 running on the same S4 HANA tenant?

Sales Cloud

2024-05-08T17:26:30.837000+02:00

In service cloud v2, how can we auto-escalate the cases and auto assign it to manager?

2024-05-14T09:48:50.136000+02:00

In service cloud v2, how can we auto-escalate the cases once the SLA is breached and once the case is escalated how it can be auto-assigned to manager of the case processor? I tried it using autoflow but with autoflows I am just able to send the notification or email. How can I update the 'Assigned to' field of escalated case to the manager?

In service cloud v2, case fields are not getting updated using patch API

2024-05-15T10:04:15.476000+02:00

I am using https://api.sap.com/api/SalesSvcCloudV2_case/tryout PATCH api to update the field in existing case in Service Cloud v2. I am facing 412 error when I hit the patch request. I have attached screenshot below.

TDD test tenant items purchase for sales clould and service cloud v2 provision?

2024-05-17T04:37:16.682000+02:00

SAP partner for sales clould and service cloud v2 , if I like to have a TDD test tenant, which of the following options for purchase is correct？
option1 8004470、8014371、8014363、8008801
option2 8014371、8014363、8008801

Products (service)
Cloud test and demo for SAP Field Service Management - (8007134)
Cloud test and demo for SAP Secure Login Service for SAP GUI - (8016110)
Cloud test and demo for SAP Service and Asset Manager - (8005710)
Cloud test, demo and development for SAP Sales and Service Cloud - (8004470)
Cloud test, demo, and development for SAP Alert Notification service for SAP BTP - (8008816)
Cloud test, demo, and development for SAP Application Logging service for SAP BTP, standard - (8008812)
Cloud test, demo, and development for SAP Mobile Services - (8008809)
Cloud test, demo, and development for SAP Portal service - (8008811)
Cloud test, demo, and development for SAP Portal service, administrator - (8008810)
Cloud test, demo, and development for SAP Sales and Service Cloud, dynamic visit planning add-on - (8011475)
Cloud test, demo, and development for SAP Sales and Service Cloud, intelligent sales add-on - (8011476)
Cloud test, demo, and development for SAP Sales and Service Cloud, service agent console - (8011477)
Cloud test, demo, and development for SAP Service Cloud Version 2 - (8014371)
Cloud test, demo, and development for SAP Service Cloud Version 2, Utilities Add-On - (8014411)

Products (sales)
Cloud test, demo and development for SAP Sales and Service Cloud - (8004470)
Cloud test, demo, and development for SAP Sales Cloud Version 2 - (8014363)
Cloud test, demo, and development for SAP Sales and Service Cloud, dynamic visit planning add-on - (8011475)
Cloud test, demo, and development for SAP Sales and Service Cloud, intelligent sales add-on - (8011476)
Cloud test, demo, and development for SAP Sales and Service Cloud, service agent console - (8011477)

Products (integration suite for ERP to CRM)
Cloud test and demo for SAP Integrated Business Planning for Supply Chain - (8004817)
Cloud test and demo for SAP Integrated Business Planning for Supply Chain (upgrade to 512 GB) - (8005266)
Cloud test and demo for SAP S/4HANA Cloud for credit integration - (8005679)
Cloud test and demo for SAP trading platform integration - (8012353)
Cloud test, demo, and development for SAP Continuous Integration and Delivery - (8009362)
Cloud test, demo, and development for SAP Data Privacy Integration - (8008950)
Cloud test, demo, and development for SAP Data Privacy Integration, additional storage - (8008953)
Cloud test, demo, and development for SAP Document Management, integration option - (8008804)
Cloud test, demo, and development for SAP Integration Suite, edge integration cell, additional tenant - (8018102)
Cloud test, demo, and development for SAP Integration Suite, standard edition - (8008801)