3595774 - Configuring Access Restrictions to Prevent Unintended Content Sharing in SAP Service Cloud V2

• All users are currently seeing the same content in the system.
• Examples of shared behavior:
  • When one user creates a contact, it becomes visible to all users.
  • When a user creates an interaction, it appears for all users in the Agent Desktop timeline.
• The desired outcome is:
  • To separate access so each user sees only their relevant data and configurations.
  • Prevent unintentional sharing of content across different users.

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2

1. Log in to SAP Service Cloud Version 2 with User A.
2. Navigate to the Contacts work center.
3. Create a new contact record and save it.
4. Log out as User A.
5. Log in to the system with User B (a different business user).
6. Navigate to the Contacts work center.
7. Observe that the contact created by User A is visible to User B.
8. Additionally, log in as User A again and configure the CTI Live Agent Desktop.
9. Log in as User B and observe that the CTI Live Agent Desktop is also enabled for them without separate configuration.

• Consulting
• Access Restriction Rules are not predefined and must be configured based on specific business requirements.

1. Configure the system using Access Restriction Rules based on business requirements.
2. Refer to page 10 of the SAP Service Cloud Security Guide for details on Access Restriction Rules.
3. Review the SAP Learning Journey module for step-by-step guidance on creating and managing business roles.

• Security Guide (PDF)
• Creating Business Roles – Learning Journey
• KBA 3432005 - User receives message "Insufficient Read and Write access"
• KBA 3407762 - Case Management Access Restrictions based on Company attributes does not work as expected

SAP Service Cloud Version 2, shared content, user access, data separation, Access Restriction Rules, Security Guide, Learning Journey, creating business roles, managing business roles. , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-ADM , Administration for SAP Sales/Service Cloud , CEC-CRM-ACC , Account for SAP Sales/Service Cloud , Problem