16Set Up Service Business Units

This chapter contains the following:

How Business Units for Service Are Set Up

With business units (BUs) for Service, you can deploy more than one service center within a single instance of Oracle Engagement Cloud. This topic gives an overview of the steps that you must perform to complete the business units setup.

You can use multiple BUs in the following ways:

  • Segment SRs between BUs so that users can search and identify SRs from multiple BUs.

  • Use product catalogs, categories, channels, and email templates specific to a BU.

  • Assign SRs to queues by writing rules based on BU.

  • Create service request BI reports specific to a BU.

Currently, the following objects aren't supported by multiple BUs in Service: accounts and contacts, users, resources, and lookups.

For more detailed information about BUs, see the "Setting Up Multiple Business Units" chapter of the Implementing Sales guide at: http://docs.oracle.com/cloud

For more detailed information about users and security, see the Getting Started with Your Sales Implementation guide at: http://docs.oracle.com/cloud

To set up business units in Service, you must perform the following tasks in the given order.

Step Description

Setting Up Business Units for Service

Add the Manage Business Unit functional area to the Service offering by using the Change Feature Opt In link in Setup and Maintenance.

Manage Common Profile Options

Set the profile options to enable the multiple-BU functionality in the Manage Common CRM Business Unit Profile Options task.

Manage Internal Resource Organizations

Define internal resource organizations to be associated with the BU.

Manage Resource Organization Hierarchies

Add the internal resource organizations to the internal resource organization hierarchy.

Create Business Unit

Create a BU to be associated with the resource organization in the Manage Business Unit Task.

Associate Resource Organization to Business Unit

Associate the internal resource organization to the BU you created. Use the Resource Directory.

Create Employees

Add users to the organization in the Users, Roles and Delegations task, and make one of the resources a manager for the organization.

Reset Passwords for Users

Reset the password for the users.

Set the Scope in Service Setup Tasks and complete Service Setup tasks.

Set the scope for Service tasks and set up the remainder of the Service offering.

Add additional BU fields in the SR if users are associated with multiple BUs.

Change the layouts of the SR pages if required. Use Application Composer to include multiple BU fields in the SRs.

Note: Only required if a user is associated with multiple business units.

Manage Common CRM BU Profile Options for Service BUs

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 Engagement Cloud business unit.

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.

Manage Internal Resource Organizations for Service BUs

For every business unit (BU) that you set up, you can define internal resource organizations to be associated with the BU. A resource organization represents the internal organization and structure for the business unit. Resource organizations are hierarchically structured, and the organization hierarchy helps to derive the reporting relationships.

To define the internal resource organization for a Service BU:

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

    • Offering: Service

    • Functional Area: Users and Security

    • Task: Manage Internal Resource Organizations

  2. Click Create to add a new resource organization.

  3. Select the Option 2: Create New Organization option to create a new organization.

  4. Click Next.

  5. On the Create Organization: Enter Basic Information page, enter a Name for the organization.

  6. In the Organization Usages region, click Add Row.

  7. From the Usage drop-down list, select Resource Organization.

  8. Click Finish.

Manage Resource Organization Hierarchies for Service BUs

After you define internal resource organizations to be associated with business units (BUs), you must add them to the internal resource organization hierarchy. A resource organization hierarchy is a hierarchically structured representation of the way resources are grouped within a resource organization.

To add internal resource organizations to the resource organization hierarchy:

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

    • Offering: Service

    • Functional Area: Users and Security

    • Task: Manage Resource Organization Hierarchies

  2. In the Manage Resource Organization Hierarchies page, search for the resource organization that you created in the "Managing Internal Resource Organizations for Service BU" procedure.

  3. Click the link for the resource organization that you want to edit.

  4. Select Edit This Hierarchy Version from the Actions menu.

  5. Expand the organization list in the Internal Resource Organization Hierarchy region.

  6. Select the organization that you created in the "Managing Internal Resource Organizations for Service BU" procedure, to add it to the organization hierarchy.

  7. Click Add.

  8. In the Add Tree Node window, click Search.

  9. In the Search Node window, search for the organization that you created in the Manage Internal Resource Organizations task.

  10. Click OK to add the organization.

    To add more organizations, select the parent node to add a child node. Repeat the steps to search and add as many times as needed.

  11. Click Save and Close.

  12. Click Yes on the warning message, which states that the hierarchy version is to be updated and the corresponding reporting hierarchy regenerated.

Create a Business Unit for Service

You can use a business unit (BU) to separate or share the following:

  • Service setup data such as product catalog

  • Transactional data such as service requests

To support the multiple-BU features, you must first create the required BUs.

To create a BU for the Service offering:

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

    • Offering: Service

    • Functional Area: Business Units

    • Task: Manage Business Unit

  2. In the Manage Business Unit page, click Create.

  3. In the Create Business Unit page, enter a name for the BU.

  4. In the Default Set drop-down list, click Search.

  5. In the Reference Data Set Name field, search for Common.

  6. Select COMMON from the search results.

  7. Click OK.

  8. On the Create Business Unit page, click Save and Close.

    To add another BU, select the Manage Business Unit task again and repeat the steps.

Associate Resource Organizations with Business Units

You can associate a resource organization with multiple business units (BUs). By associating resource organizations with BUs, you can control access to the transactional data available to service resources in business objects such as service requests.

Note: If you enable multiple BUs, ensure that each user is associated with a resource organization, and the resource organization is associated with one or more BUs. Otherwise, the default BU set on the HZ_DEFAULT_BU_CRM profile option is associated with SRs.

To associate a resource organization with business units:

  1. Sign in to the application as an administrator or a setup user.

  2. In the Navigator, select Resource Directory.

  3. On the Resource Directory page, click the Tasks panel tab.

  4. In the Resource Organizations region, click View Organizations.

  5. On the View Organizations page, search for the organization that you created.

  6. In the Search Results region, click the link for the organization.

  7. Select the Business Units tab.

  8. Click Add Row.

  9. Select the business unit from the drop-down list.

    Note: The first BU with which you associate the resource organization becomes the primary BU. If you associate the organization with more BUs, you can change the primary BU as required.
  10. To add more business units, click Save, and then click Add Row.

  11. After you add the business units, click Save and Close.

  12. Click Done.

Create Employees for a Service BU

You can add resources to the resource organizations that you associate with business units (BUs). When you add a resource to an organization, the resource becomes a member of the organization and a part of the organization hierarchy.

You must first create a manager for the organization. To create application users, use the Users and Roles task:

  1. Sign in to the application as an administrator or a setup user.

  2. In the navigator, select Users and Roles.

  3. On the Search Person page, click Create.

  4. On the Create User page, enter the Last Name and First Name.

  5. Enter the Email.

  6. In the User Details region, enter a User Name.

  7. In the Employment Information region, select Employee from the Person Type drop-down list.

  8. Select a Legal Employer from the drop-down list.

  9. Select the Business Unit of the employee from the drop-down list.

    Note: This BU that you select is the BU of the employee, and not the BU of the resource organization. They both may be different. What BU you select for the employee information depends on how employees are organized.
  10. In the Resource Information region, select the Resource Role from the drop-down list.

  11. Search for and select an organization from the Organization drop-down list.

    This organization is the one that you created earlier. The agent is associated with the BU through this organization.

  12. Click Autoprovision Roles. This gives the user any predefined job roles.

  13. Click Save and Close.

    Repeat the steps to create another user who is the employee of the manager. The steps are the same except that in the Resource Information region, you search for and add the Reporting Manager that you already created.

  14. When you have added all the users, click Autoprovision Roles.

  15. Click Save and Close.

You can view everyone you created in the Resource Directory by using the Navigator.

View Employees in the Resource Directory

To view the employees that you created in the Resource Directory:

  1. In the Navigator, click Resource Directory.

  2. Click the Tasks panel tab.

  3. In the Resource Organizations region, click View Organizations.

  4. On the View Organizations page, in the Organization field, type the name of the organization for which you want to view the employees.

  5. From the displayed list of organizations matching your search, click the organization that you want.

    The list of employees is displayed in the Members tab.

For more information about the Resource Directory, see the Oracle Engagement Cloud Using Customer Data Management guide.

Set the Scope in Service BU Setup

When you opt in to the business units (BUs) feature for Service, the Scope column in the Business Units tasks list contains links to set the scope of the task. Let's learn how to set the scope for tasks when setting up BUs for Service.

To set the scope for tasks when you set up BUs for Service:

  1. Sign in to the application as an administrator or a setup user.

  2. Navigate to Setup and Maintenance.

  3. From the Setup drop-down list, select the Service offering.

  4. Select the Business Units functional area.

  5. From the Show drop-down list, select All Tasks.

  6. In the Scope column for any task in the task list, click the displayed link.

    The Select Scope dialog box is displayed, and the task for which you are setting the scope is already selected.

    Note: When you go to the task list for the first time, the scope may not be set and the Scope column displays the Select link. After you set the scope once, that BU appears as a link in the Scope column.
  7. From the Business Unit drop-down list in the Select Scope dialog box, select Select and Add.

  8. Click Apply and Go to Task.

  9. On the Select and Add: Business Unit page, search for and select the BU that you want to set for the scope.

  10. Click Save and Close.

    The page opens for the task you're working with. On this page, you can choose to use the default Site Level Value or select the Business Unit Profile Value.

  11. To select a Business Unit Profile Value:

    1. Deselect the Use Site Value check box.

    2. In the Business Unit Profile Value field, enter the profile value for the BU.

    3. Click Done.

The task closes and now on the Setup page, the BU that you set for the Scope is populated for all tasks. Each task you open now is the setup for the BU in the Scope column.

To set up additional BUs, repeat the same steps.

Note:
  • After you set up the first BU, the Business Unit drop-down list in the Select Scope window shows the BUs that you already set up.

  • For all tasks, the scope displays the BU that you're currently working with. To change the BU again, click the BU in the Scope column for any of the tasks.

Overview of Optional Setup Tasks for Service BU

Once the preliminary steps for setting up Service business units (BUs) are done, you can set up BU-specific tasks. All the BU-specific tasks are grouped under the Business Units functional area.

For multiple BUs in Service, the setup tasks are the same as in a normal Service setup. The only difference is that with most tasks for multiple BUs, you can do one of the following:

  • Use the default site-value profile option.

  • Set or select the business unit profile value.

However, the previous statement isn't true for some tasks for multiple BUs. The following multiple-BU tasks aren't related to profile options, so you must configure these tasks for each BU separately:

  • Manage Service Categories for Business Units

  • Manage HR Help Desk Service Categories for Business Units

  • Manage Communication Channels for Business Units

Note: Categories and channels are restricted based on the BU set as the scope.
  • When a new category or channel is created, it's automatically associated with the BU set in the scope. For more information about setting the scope for tasks when setting up BUs, see "Set the Scope in Service BU Setup".

  • You can set the BU only for the top-level category. The BU on the child categories is automatically set based on the BU of the root category.

Here's a list of the other Service optional setup tasks and the help topics that provide more information.

Service Task Related Topics

Manage Business Unit

Creating Business Units: Overview

Manage Service Product Groups Usage for Business Unit

Manage HR Help Desk Product Group Usage for Business Unit

Defining a Catalog for the Service Offering: Explained

Associate Different Catalogs to Different Business Units

Manage Service Categories for Business Unit

Manage HR Help Desk Service Categories for Business Unit

Managing Service Request Categories: Explained

Managing Service Request Categories and Product Usage Groups for HR Help Desk: Explained

Manage Communication Channels for Business Unit

Setting Up Communication Channels

Manage Service Email Templates for Business Unit

Manage HR Help Desk Email Templates for Business Unit

Define Email Templates

Configuring HR Help Desk Email: Explained

Note: You must perform additional steps to complete the Manage Service Email Templates for Business Unit task. In Functional Setup Manager, in the Business Units functional area of the Service offering, show All Tasks. For each task, click the Scope link and select the BU that you want. When you finish, click the Select and Go to Task button.

Manage Service Milestone Configuration for Business Unit

Configuring Milestones for Multiple Business Units

Manage Outbound Email Profile Values for Business Unit

Configure Profile Options for Inbound and Outbound Email

Secure the Business Unit Field on a Service Request

Let's say you want to restrict users with certain job roles from changing the business unit (BU) while editing a service request (SR). You can secure the BU field on the SR object by using the Update Service Request Business Unit privilege. If you remove this privilege from the listed job roles, users with these roles can't change the BU of the SR.

The following predefined job roles can change the BU when they edit an SR:

  • Customer Service Representative

  • Customer Service Manager

  • Sales Manager

  • Sales Representative

  • Sales VP

  • Customer Relationship Management Application Administrator

  • Sales Administrator

  • Channel Account Manager

  • Channel Operations Manager

  • Channel Sales Manager

Remove the Update Service Request Business Unit Privilege

If you remove the Update Service Request Business Unit privilege from the job roles mentioned in the previous list, users with those roles can't change the BU of the SR when editing.

Note: You can remove the Update Service Request Business Unit privilege from a user's job role only if you had granted one of the predefined service job roles from the previous list to each of your users.

To remove the Update Service Request Business Unit privilege from a user's job role, perform the following steps in Security Console:

  1. From the previous list of job roles, copy the predefined job role that's granted to the user. This predefined job role should have one of the following duty roles:

    • Service Request Administrator

    • Service Request Power User

    • Service Request Troubleshooter

    • Service Request Contributor

    • Service Request Channel User

  2. Copy the duty role that's already granted to the copied job role.

  3. Edit the copied duty role and remove the Update Service Request Business Unit privilege from the role.

  4. Edit the previously copied job role. Remove the service duty role that you copied to create a custom duty role.

  5. Add the custom duty role to the copied job role.

  6. Remove the previously granted predefined service job role from the user.

  7. Grant the new custom job role to the user.

If you have custom roles for your users, complete the following steps to remove the Update Service Request Business Unit privilege from the user's job role:

  1. Identify the custom role that has the Update Service Request Business Unit privilege.

  2. Remove the Update Service Request Business Unit privilege from the role.

Export and Import the Functional Setup Data for Business Units

You may have created the functional setup data for all business units (BUs) in the Service offering in your test environment. And after testing it, you may want to export the data to your production environment. You can export or import the functional setup data by using the export and import feature in Functional Setup Manager. You can complete this process by using either an implementation project or the implementation method based on offering.

When you use the method based on offering, all the functional setup data for the Service offering is exported or imported, including the setup data for all the BUs. You can also export and import the functional setup data for a specific BU by using an implementation project. This way, you have additional management flexibility in scenarios where each BU manages its own set of configurations.

For more information about the following features in Functional Setup Manager, see the Using Functional Setup Manager guide.

  • Using implementation projects

  • Export and import feature

  • Implementation method based on offering

To export the functional setup data for BUs in the Service offering by using an implementation project:

  1. Sign in as a setup user.

  2. Navigate to the Setup and Maintenance work area and open the Tasks panel tab.

  3. Select Manage Implementation Projects.

  4. On the Manage Implementation Projects page, create a new implementation project to export the functional setup data for one of the following:

    • A specific business unit

    • All business units

  5. Save and open the implementation project.

  6. In the Task Lists and Tasks area, ensure that you add the Define Business Units for Service task list to the project.

  7. Determine whether you want to export the setup data for a specific BU or all BUs.

    • If you want to export the setup data for all BUs, then go to step 12.

    • If you want to export the setup data for a specific BU, then complete all the remaining steps.

  8. Expand the task list.

  9. Navigate to the first task that has a Select link in the Selected Scope column. Click the Select link.

  10. From the Business Unit list, select Select and Add.

  11. Click Apply and Go to Task.

  12. In the Select and Add Business Unit window, search and add the specific BU.

    The selected BU appears in the Selected Scope column for all the tasks in the task list.

  13. Click Done for the implementation project.

  14. Continue to create the configuration package as described in the "Exporting Setup Data Using Implementation Project" process in the Using Functional Setup Manager guide.

When you export the configuration package:

  • If you select all BUs in step 3, the export data includes the functional setup data for all BUs in the Service offering.

  • If you select a specific BU in step 3, the export data includes the functional setup data only for the selected BU.

Note: To import the functional setup data for BUs, follow the steps described in the Using Functional Setup Manager guide.

Overview of BU-Based Service Request Visibility

When users view lists of service requests (SRs) or create user-defined searches, they can typically see all SRs. But you can restrict their access based on their business unit (BU) membership, if required. The predefined roles don't have SR visibility based on BU. In the Security Console, you can assign BU-based visibility for SRs to specific roles. Consequently, users with these specific roles can see only the SRs assigned to the BUs where they're a resource member.

With this data security policy, your company can ensure that all predefined and user-defined searches are restricted only to BU membership for a set of users.

For more information about assigning the data security policies based on BU to your users, see Set Up Service Request Visibility Based on BU.

Migrate Business Objects Between Different Business Units

Sometimes, you may want to migrate some business objects between business units (BUs). But not all objects can be migrated.

You can migrate only the following business objects from one BU to another:

  • Category

  • Channel

  • Milestone Configuration

  • Service Request

Note: You can migrate only one business object at a time.

To migrate the listed business objects from one BU to another:

  1. In the Navigator, click Scheduled Processes.

  2. On the Overview page, click Schedule New Process.

  3. In the Schedule New Process dialog box, select Job as the Type option.

  4. Click the Name drop-down list and click Search at the end of the displayed list.

  5. In the Search and Select: Name dialog box, type Migrate and click Search.

  6. From the displayed list of jobs, select Migrate Service Business Unit Data and click OK.

    The Schedule New Process dialog box displays the name of the selected job.

  7. Click OK.

  8. In the Business Object field in the Process Details dialog box, select the business object that you want to migrate.

  9. From the From Business Unit drop-down list, select the BU from which you want to migrate the business object.

    Note: If some existing records aren't associated with any BU, you can leave the From Business Unit field blank.
  10. From the To Business Unit drop-down list, select the BU to which you're migrating the business object.

  11. Click Submit.

Associate Different Catalogs with Different Business Units

When you have multiple BUs, you must create multiple usages, one for each BU. You can then associate a different catalog with each usage. This way, each BU is associated with a separate catalog.

If you have two BUs and you want to associate two different catalogs with the two BUs:

  1. Create two different catalogs.

    For more information about creating catalogs, see "Sales Catalog High-Level Setup Steps".

  2. Create two usages for the two BUs.

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

      • Offering: Service

      • Functional Area: Service Catalog

      • Task: Manage Product Group Usage

    2. In the Manage Product Group Usage page, go to the Product Group Usage region.

    3. Click the Actions drop-down list.

    4. Click Create.

    5. In the Create Product Group Usage dialog box, in the Usage field, specify a name. For example, BU_1_Usage.

    6. In the Usage Code field, specify a code.

    7. Deselect the Allow Duplicate Content check box.

    8. Click OK.

    9. To create a second usage for the second BU, repeat steps c to h.

  3. Associate a catalog with a usage.

    For more information about associating a catalog with a usage, see "Defining a Catalog for the Service Offering: Explained".

  4. Associate a BU with a usage.

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

      • Offering: Service

      • Functional Area: Business Units

      • Task: Manage Service Product Group Usage for Business Unit

    2. For the first BU, deselect the Use Site Value check box.

    3. In the Business Unit Profile Value column, specify the usage code of the first usage that you created.

      Note: You must specify the usage code, and not the usage name.
  5. Click Done.

  6. Repeat steps 3 to 5 for the second usage and the second BU.