How do I enable multiple Business Units Fusion Service?

To enable multiple business units (BUs) for Service, you must set the following profile options:

1. Multiple Business Units Enabled (HZ_ENABLE_MULTIPLE_BU_CRM): Set this profile option to Yes. The default value is No.

2. Customer Relationship Management Business Unit Default (HZ_DEFAULT_BU_CRM): Set this to the default business unit for your service application.

Note: You must ensure that the value of the HZ_DEFAULT_BU_CRM profile option doesn't remain blank, and the value is set to a BU. Otherwise, agents may see an error while creating SRs.

To set the profile options for Service BUs:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Company Profile

   • Task: Manage Common CRM Business Unit Profile Options

   The Manage Common CRM Business Unit Profile Options page shows the two profile options.

2. Click the HZ_ENABLE_MULTIPLE_BU_CRM profile option.

3. In the HZ_ENABLE_MULTIPLE_BU_CRM: Profile Values region, set the Profile Value for the Site Profile Level to Yes.

4. Click Save and Close.

5. Click the HZ_DEFAULT_BU_CRM profile option.

6. In the HZ_DEFAULT_BU_CRM: Profile Values region, specify the Profile Value for the Site Profile Level.

7. Click Save and Close.