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SAP Service Cloud
A structured knowledge base for SAP Service Cloud.
L1) Big Picture
| ID | Category | Title |
|---|---|---|
| SC-001 | Overview | What is SAP Service Cloud |
L2) Functional Domains
A) Master Data
| ID | Phase | Category | Object | Scope |
|---|---|---|---|---|
| SC-A01 | — | Overview | Master Data | Set up Flow / Hierarchy / ER / Process |
| SC-A02-01 | Phase 1 | Employee & Org | Organizational Unit | Organizational Unit |
| SC-A02-02 | Employee | Employee | ||
| SC-A02-03 | Business Role | Business Role | ||
| SC-A02-04 | Business User | Business User | ||
| SC-A02-05 | Team | Team | ||
| SC-A03-01 | Phase 2 | Channel | Email Channel | Email Channel |
| SC-A03-02 | Email Template | Email Template | ||
| SC-A04-01 | Phase 3 | Knowledge | Knowledge Base Provider | Knowledge Base Provider |
| SC-A05-01 | Phase 4 | Service Catalog | Service Catalog | Service Catalog |
| SC-A05-02 | Service Category | Service Category | ||
| SC-A05-03 | Case Type | Case Type | ||
| SC-A06-01 | Phase 5 | Service Level | Service Level | SLA (Response / Resolution / Operating Hours) |
| SC-A06-02 | Service Level Determination | Service Level Determination Rule | ||
| SC-A07-01 | Phase 6 | Case Configuration | Case Routing Rule | Case Routing Rule |
| SC-A08-01 | Phase 7 | Account | Account | Account |
| SC-A08-02 | Contact Person | Contact Person | ||
| SC-A08-03 | Address | Address | ||
| SC-A09-01 | Phase 8 | Individual Customer | Individual Customer | Individual Customer |
| SC-A10-01 | Phase 9 | Product | Product Category | Product Category |
| SC-A10-02 | Product | Product | ||
| SC-A10-03 | Registered Product | Registered Product | ||
| SC-A10-04 | Warranty | Warranty | ||
| SC-A11-01 | Phase 10 | Installed Base | Installed Base | Installed Base |
| SC-A11-02 | Functional Location | Functional Location |
B) Transaction
| ID | Category | Process | Scope |
|---|---|---|---|
| SC-B01 | Overview | Transaction Flow | Process Flow / Hierarchy / ER / Process |
| SC-B02 | Email Case Process | Email Received→Case Created→Assignment→Resolution→Closure | |
| SC-B03 | Phone | Phone Case Process | Call Received→Case Created→CTI Screen Pop→Resolution→Closure |
| SC-B04 | Chat | Chat Case Process | Chat Initiated→Case Created→Live Agent→Resolution→Closure |
| SC-B05 | Escalation | Case Escalation Process | SLA Breach→Escalation Triggered→Reassignment→Resolution |
| SC-B06 | SLA | SLA Monitoring Process | Case Created→SLA Start→Milestone Tracking→Alert→Resolution |
| SC-B07 | Survey | Survey Process | Case Closed→Survey Sent→Response Collected→NPS Score |
| SC-B08 | Integration | S/4HANA Integration Process | Case→S/4 Service Order→Billing→Cost Posting |
| SC-B09 | FSM Integration Process | Case→FSM Activity→Dispatch→Mobile Execution→Case Update |