Using the ‘Create Follow-Up Transaction’ action is a core, efficient feature in SAP Service Cloud for this exact scenario. It allows the agent to generate a new sales order directly from the service context (ticket or interaction record), ensuring the two processes are inherently linked for tracking, reporting, and maintaining a complete customer history. This streamlines the workflow and reduces manual errors.

The Context Object Layer (COL) is designed to provide real-time, contextual data from various backend systems (like the case history from the Service business object) to the agent’s interaction workspace. It’s the key component that fetches and surfaces relevant customer information based on the interaction’s context, such as a phone number or chat ID, enabling personalized and efficient service.

The Business Rules framework, specifically Determinations, is the standard and automated way to enforce such business policies. A determination rule can evaluate the attributes of a newly created case (e.g., customer tier from the linked business partner, case priority) and automatically assign the ‘Responsible’ field to the correct team, ensuring consistent and timely application of the rule without manual intervention.

SAP Service Cloud calculates key performance metrics like ‘Net Processing Time’ automatically. This duration excludes time where the case status reason is set to a value configured as ‘non-working time’ (e.g., ‘Waiting for Customer’, ‘On Hold’). To report on actual active work time, you must leverage this built-in timing logic based on status reason changes, not just simple date differences.

Authorization Scopes are the security construct used to define which records a user (including a customer portal user) is allowed to see. By associating the portal business role with an authorization scope that excludes cases of category ‘Legal’, the system will automatically filter them out from any list or view, enforcing data privacy at the object level.

After adding the custom field to the business object, its visibility in specific apps (like the Agent Desktop vs. the Customer Portal) is controlled via UI configuration. In the UI Designer or through Screen Profiles, you can decide which field groups and individual fields are rendered for a particular workspace or channel, allowing you to hide internal-only fields from customer-facing views.

This describes the flexible, decoupled nature of these core objects. An Interaction Record documents a single customer touchpoint (call, email, chat). A Service Case represents a longer-running issue or request. They are linked but independent: a case can be created manually without an interaction, and an interaction (like a general inquiry) may not require a case. They are linked via the ‘Reference’ field for context.

Context-Based Suggestions (CBS) is the intelligent feature that analyzes the context of an agent’s work (like text in a case description, product, category) and proactively recommends relevant knowledge base articles, other cases, or even business partners. This directly supports faster resolution by surfarding helpful information without the agent needing to initiate a search.

While the case tracks the resolution of the underlying issue, the channel-specific interaction (the email) has its own lifecycle. Best practice is to use the Business Rules framework to automate this: a rule can monitor for a case status change to ‘Completed’ and then update the related interaction record’s status to ‘Processed’, ensuring a clean and accurate status for all objects in the process.

Using the ‘Create Follow-Up Transaction’ action is a core, efficient feature in SAP Service Cloud for this exact scenario. It allows the agent to generate a new sales order directly from the service context (ticket or interaction record), ensuring the two processes are inherently linked for tracking, reporting, and maintaining a complete customer history. This streamlines the workflow and reduces manual errors.0