SAP possible actions

In SAP Service Cloud, Tekst can perform various actions when cases are created or updated.

This article outlines the different actions that can be triggered based on case activity.

Note: If a different object is used instead of the default case (e.g., a custom object like Ticket), the available actions may vary accordingly.

Default Actions

Tekst can perform several default actions on cases within SAP Service Cloud, including:

1. Updating Fields

Tekst can update both standard fields - such as language and category - as well as custom fields and taxonomies.
Additionally, fields used during the gathering phase (part of the resolution process) can be automatically filled based on the case content. 

2. Adding Notes

Textual notes can be added to a case to assist agents with additional context.
Examples include:

• Case summaries

• Suggested responses

• Insights from external systems

3. Linking Related Objects

Tekst can also link relevant SAP objects to a case based on extracted textual data.
For instance, order data or other related business objects can be automatically associated with a case to streamline case resolution.

Custom Actions

These default actions are generally available but certain use-cases might require more options. Contact customer success to discuss what might be useful for your specific use-case as additional actions provided by Tekst.