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Author's profile photo Tamit Kumar Das Sharma

Signatures ~ Default it in SAP Service Cloud

Business Use Case:

Signatures are widely used in an organisation on every response sent out of the organisation, especially when it is as a response to a ticket or a case of that organization. Using this feature of the SAP Service Cloud an organization can achieve harmonized responses being sent out from different divisions.

Consider the following example. ABC corporation is a leading manufacturing organisation which provides spare parts to the reputed manufacturers of the automobile industries. ABC corp has various divisions pertaining to the different spare parts being used in the automobiles.

  • Division 1: Related to Nuts & Bolts
  • Division 2: Manufactures shafts
  • Division 3: EMP Processors

Now in such a huge organisation, division 1 have a different signature than division 2, and agents have to be very specific about these when they are sending an email interaction.

With this new feature this can be achieved easily. An admin user can define the signatures for each line of business in the system and then an agent can log in to the system and apply the signature using the default signature functionality.

Procedure to use this feature:

Admin User

The end user with administrative priviledges needs to specify the signatures in the system.

Steps to create signature in the system:

  • Go to Templates Work Centre View under Service Work Centre Floor-plan.
  • Select the New Template option to open the Quick Create.

Create as many signatures required by the organisation. While doing so the user should remember to set the signature as corporate or else other users won’t be able to see the signature.

Service Agent:

The service agent needs to select the signature dedicated for his/her division.

Steps to set default signature:

  • Go to Settings option available for every user.
  • Then select My Email Settings from the available options.
  • Next click on the edit option (the pencil icon) to pull up the available signatures in the system.
  • The user needs to Select the appropriate signature from the list (above step) pertaining to his/her division in the organisation and click on Save/Save and Close.

Now when the user replies to or creates an interaction in a ticket, the signature (set via My Email Settings) is applied by default.

Note: This can also be used by an end user to default their own signature.

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      Author's profile photo Chandrashekar Pamukuntla
      Chandrashekar Pamukuntla

      Thanks for Sharing sir, nice feature to have.

      however I have below questions, appreciate if you could answer

      • lets say if organization has 500 plus users, how do we monitor if each user has added that signature or not using settings.
      • also there are limited place holders available, no first name or last name of agent is available to be used as placeholder, how do we add more placeholders
      • and quoting your above example for Division 1, 2 & 3, lets say if Division 1 user wants to add Email signature template then that user should only see Email signature templates defined for their Division, is this possible


      Chandu (Chandrashekar Pamukuntla)

      Author's profile photo Tamit Kumar Das Sharma
      Tamit Kumar Das Sharma
      Blog Post Author

      Hello Chandrashekar Pamukuntla,

      At present the SAP service cloud do not provide a monitoring feature where in signature applied by an agent can be monitored. It's a individual level activity. In case of outlook or other standard mail client used by organisations, templates are handed over to respective employees and they are asked to set up the signature using that template.

      For the missing placeholders, you can raise it in ideas forum and I am sure the responsible team can take it up as per availability,

      For segregation of signature templates, you can try out the access restriction policy against the templates WC View.


      Author's profile photo Chandrashekar Pamukuntla
      Chandrashekar Pamukuntla

      Thank you Tamit for your response.

      is SAP planning to provide any Tool or report that we could use to monitor if any user is missing in adding the Email signature Template?

      could you please explain more on how this access restriction policy works?even the screen shot you provided is very small, cant understand what is that WC ID.




      Author's profile photo Tamit Kumar Das Sharma
      Tamit Kumar Das Sharma
      Blog Post Author

      Hi Chandrashekar Pamukuntla,

      Not sure about any plans of providing a tool/report for monitoring Email Signature applied by individual users. However, you can put this up in the ideas forum.

      For better understanding of the working of access restriction, please refer to this blog.

      Author's profile photo Liivi Saluste
      Liivi Saluste

      Dear Chandu,

      I have already created one idea about placeholders I missed:


      Author's profile photo Chandrashekar Pamukuntla
      Chandrashekar Pamukuntla

      Thanks Liivi, I have voted for the idea.