To enable service agents to access and perform actions in an external solution for a specific case type, administrators mustcreate a mashup to embed the web page of the external solutionto integrate it into the Agent Desktop. They shoulduse the web page URL of the external solution for extracting input parameters in the mashupto pass case-specific data. Additionally,including a dedicated step pointing to the mashup in one of the phases of the case typeensures agents can access the external solution during case processing. According to SAP documentation, "Creating a mashup, configuring its URL parameters, and integrating it into the case type via a dedicated step are required for external solution access."

Developing a custom business object(A) is unnecessary for this scenario.Defining a custom screen for the mashup(D) is not a standard requirement.