Symptom
You would like to understand what is the status schema and how to create a new schema for your cases in SAP Service Cloud Version 2
Environment
SAP Service Cloud Version 2
Resolution
The status schema consists of a grouping of statuses, previously created in the status dictionary, which are required for a specific type of case.
An administrator can add as many statuses as they require under a specific group (schema), and use it for a specific ticket type.
To create a new status schema, you can follow the steps below:
- Navigate to your user profile on the top-right corner of your screen.
- Click Settings.
- Navigate to All Settings tab.
- Click Status Schema, under Case Management.
- Click + to create a new schema.
- Open it.
- Add the required statuses.
- Save the changes.
Keywords
Status, Status Dictionary, Status Schema, Case Management, Case, SAP Service Cloud Version 2, How To, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To