Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.

For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.