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Case Management in SAP Service Cloud Version 2 vs. Ticket Management in SAP Cloud for Customer

2025-09-04T16:45:05.490000+02:00

Many customers ask us how Case Management in SAP Service Cloud V2 differs from Ticket Management in SAP Cloud for Customer (or -as many call it- SAP Service Cloud V1). Case Management in SAP Service Cloud Version 2 offers a more comprehensive and flexible framework to efficiently handle various customer inquiries and case types. Designed with an AI mindset, it supports every step of the resolution process with AI-driven automation and insights. Additionally, it provides an end-to-end process flow integrated with SAP S/4 HANA Cloud and SAP BTP, ensuring seamless service delivery and extensibility. Let’s look deeper into some of these differences.

Flexibility for Your Business Processes
One of the advantages of Case Management is the flexibility it provides in structuring work processes. You can map case types directly to your business processes, allowing customer service teams to handle diverse inquiries—such as return processes, complaint handling, or invoice inquiries—each with their own unique workflow.

Whether dealing with simple or complex cases, the flexible approach ensures that different processes are managed appropriately, guiding agents through the relevant phases and steps. This adaptability empowers service teams to efficiently navigate varied customer interactions, providing tailored solutions and improving the overall customer experience.

Easily set up different case types for effective resolution
Creating and customizing case types in SAP Service Cloud V2 is both easy and intuitive, thanks to its user-friendly interface. Service admins can independently set up the phases and steps required for each case type without any assistance from IT. This empowers customer service teams to swiftly adapt to new situations and optimize their service processes.

Enhancing Agent Experience
Case Management in Version 2 significantly improves the agent experience by guiding them through the necessary steps of each service process, easing the onboarding of new team members.

It also directs agents on what data to enter, simplifying the process and saving time. Furthermore, embedded insights and contextual data from knowledge management offer agents valuable information that aids effective issue resolution.

Smooth collaboration tools further enable service teams to work seamlessly with experts both within and outside customer service, ensuring comprehensive and timely resolution of customer issues.

Business AI Embedded Throughout the Service Process
SAP Service Cloud V2 integrates Business AI across the service process, offering a range of capabilities that enhance efficiency and effectiveness in case management.

It begins at case creation, where AI assists in accurately defining the case type, ensuring inquiries are categorized correctly from the outset. As agents work on resolving cases, AI provides similar case recommendations, searching past cases for solutions to suggest, thus expediting issue resolution with informed advice. Additionally, Intelligent Q&A facilities are embedded to provide quick and relevant responses, further assisting agents in delivering timely service.

These examples merely scratch the surface of the extensive AI capabilities embedded in the solution, all aimed at driving productivity and facilitating superior customer service outcomes.

Faster Resolutions, Better Agent and Customer Experience
In summary, Case Management in SAP Service Cloud V2 offers a transformative approach to customer service by reducing manual work, improving agent experience and accelerating issue resolution. This empowers service teams to adapt efficiently to diverse customer needs, leveraging flexibility, intuitive setup, and advanced AI capabilities.

Embracing these innovations ensures that customer service operations are more agile, effective, and aligned with the demands of today's fast-paced business environment, paving the way for long lasting customer relationships driving high value for customers and the company alike.

Learn more:
If you want to see Case Management in action and hear about smooth transfer from SAP Cloud for Customer to SAP Service Cloud V2, here is a recent webcast with that’s definitely worth watching: Working with Case Management in SAP Service Cloud Version 2 - How to Prepare your Organization

Case Management: Preconditions in Case Flow Steps

2025-09-04T20:04:49.280000+02:00

Prerequisite:

A draft case type version.

Introduction:

Preconditions in case flow steps define the rules that determine when a step can be performed. By configuring preconditions, administrators gain fine-grained control over the flow execution, ensuring that certain steps become actionable only when the specified conditions are met.

As the name suggests, a precondition is a requirement that must be satisfied before a step can be acted upon. During case updates or when the case flow is updated, these conditions are continuously evaluated until they are fulfilled for the steps of the current phase. Once a precondition is satisfied and the step is enabled for action, it remains valid, meaning the system will not re-check it to disable the step later, even if the condition is no longer satisfied.

This mechanism ensures that business processes remain consistent, predictable, and aligned with organizational rules, while also offering administrators the flexibility to design intelligent and conditional workflows.

Examples:

The following examples highlight a few possible use cases of case flows with preconditions, showing how they help streamline processes, enforce business rules, and enhance efficiency in case management:

1) Triggering Feedback Loop:

Consider a customer support case where an organization wants to capture customer satisfaction after case completion. A precondition can be configured such that the “Trigger Feedback Survey” step can be executed only if the case is completed and for certain customer interaction channel. Once the conditions are satisfied, the feedback flow is actionable. This ensures feedback is collected only from genuine resolved cases, avoids sending irrelevant surveys, and improves both customer experience and the quality of insights gathered.

2) Approval in Refund Cases:

In a customer refund case, an approval step may be required before processing. A precondition can be configured so that the “Manager Approval” step to be enabled only if the refund amount exceeds certain amount or the customer is flagged as high-risk. This ensures that standard refunds are processed quickly without delays, while large or sensitive refunds go through additional oversight, balancing both efficiency and control.

3) Creating Service Order:

In a field service request case, a technician may need to be dispatched to resolve a customer issue. A precondition can be configured so that the “Create Service Order” step is triggered only if the case type is “Service Request”, the case category is “Technical Issue”, and required details (diagnostics, address, and contact information) are available. This ensures that service orders are created only for valid service-related cases, avoiding unnecessary technician dispatch for billing or inquiry cases, thereby improving operational efficiency and resource utilization.

Configuration:

The steps below demonstrate how to configure a precondition for a To-Do step, and the same steps can be applied to all step types.

1. Open a draft case type version in detail view

2. Navigate to Case Flow tab

3. Click on Create Step button which shows the list of step types that can be created.

4. You can choose any step type to add a precondition. In this example, we’ll configure the preconditions for a To-Do step.

5. Fill in all the required fields in the step creation form, then click the Create Preconditions button in the Pre-conditions section.

6. A modal popup appears, allowing you to add preconditions based on Case entity attributes.

7. Click the first dropdown to select a Case entity attribute, then add a condition based on that attribute. In this example, let’s select Status. The dropdown also includes any extension fields created for the Case entity.

8. The second dropdown displays the possible operators based on the selected Case entity attribute. In this example, let's select Equal operator.

9. The last input box allows the user to enter a value for the selected Case entity attribute. In this example, let's select In Process status.

10. Click the plus (+) button to add another condition within the same condition group.

11. Select one of the two options: ANY or ALL. If you select ANY, the condition group is considered true if at least one condition within it is true. If you select ALL, all conditions must be satisfied for the condition group to be true.

12. To add a new condition group, click the New Condition Group button.

13. Between condition groups, you can choose the condition operator AND or OR. If you select AND, the entire condition is true only when all condition groups are true. If you select OR, the entire condition is true if any one of the condition groups is true.

14. Once the conditions are configured, click the Save button to save the preconditions.

In this example, we have configured the following condition: the To-Do step will be enabled for processing only when the status code is In Process and the case is created for a priority customer, or when the case is escalated.

15. The configured precondition is displayed in the Pre-conditions section, where it can be edited or deleted.

16. Click on Create button to create the step.

17. Finally, activate the draft case type version. The case type is ready, allowing you to create a case where you can observe the effect of the preconditions.

Preconditions in Action for Different Step Types:

The case type used for this example is Preconditions in Case Flow Step (ZPCS)

To-Do Step:

Step name: Collect Customer Data

Precondition configured: The To-Do step will be enabled for processing only when the status code is In Process and the case is created for a priority customer, or when the case is escalated.

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step, and the Set Step to Done button, which completes the step, is disabled.

Satisfy the precondition by either escalating the case or changing the status to In Process and marking the priority customer flag as true. In this example, we will escalate the case. Once the precondition is satisfied, the step is enabled for processing, allowing the agent to mark it as complete by clicking the Set Step to Done button.

De-escalate the case to make the precondition unsatisfied; the step will still remain processable. Preconditions act as entry conditions.

Input Step:

Step name: Collect Data

Precondition configured: The Input step will be enabled for processing only when the status of the case is In Process.

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step, and both the Set Step to Done button (which completes the step) and the Save button (which saves the input step form) are disabled. The entire form is also disabled, preventing agents from entering any values.

Satisfy the precondition by updating the status to In Process. Once the precondition is met, the entire form is enabled for the agent to enter values, and the Set Step to Done button becomes active. After the agent fills in the form, the Save button is also enabled. Even if the precondition becomes unsatisfied later, the step remains processable.

Approval Step:

Step name: Refund Approval

Precondition configured: The approval process will be enabled when the refund amount exceeds 5000$

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step, and Submit Approval Request button is disabled.

The approval step gets enabled if the refund amount exceeds 5000$. Even if the precondition becomes unsatisfied later, the step remains processable.

Feedback Step:

Step name: Request Feedback

Precondition configured: The Feedback step will be enabled, allowing it to be sent to the reporter of the case once the case is completed.

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step. The Feedback step is designed to send automatically once the current phase is completed, provided its preconditions are satisfied; therefore, no buttons specific to the Feedback step will be shown.

Satisfy the precondition by changing the status to Completed. The Feedback step is now enabled to be sent automatically when the current phase is completed.

The Feedback step can also be configured to be manually triggered by the agent once the precondition is met. In the example below, since the precondition is not satisfied (same precondition configured - feedback request can be send once the case is completed), the Submit button remains disabled.

Satisfy the precondition by changing the status to Completed. The Feedback step is now enabled to be sent manually by clicking Submit button.

Action Step:

Step name: Create Service Order

Precondition configured: Automatically create a service order if repair is required.

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step. The Action step is executed automatically once the precondition is met, without any agent intervention; hence, no button is displayed for this step.

Once the precondition is satisfied by setting the ‘Requires Repair’ flag to true, the service order is created automatically.

If no precondition is configured for the Action step, it executes automatically as soon as the phase containing the step changes to In Progress.

The Actions step allows admins to configure a step that performs actions such as creating a Task, Opportunity, Service Order, Sub-Case, Sales Quote, Lead or calling an external hook automatically.

Assignment Step:

Step name: Set the ‘Requires Repair’ flag

Precondition configured: Set the ‘Requires Repair’ flag when the case is created as a service request.

Assignment action configured: Set the ‘Requires Repair’ flag

Create a case using case type ZPCS and open it in the detailed view. Since the precondition is not met, an informational message appears at the top of the step. The Assignment step is executed automatically once the precondition is met, without any agent intervention; hence, no button is displayed for this step.

Once the precondition is satisfied by updating the subject to include 'SERVICE_REQUEST', the Assignment step executes and updates the case.

The Assignment step allows admins to configure a step to modify case property values. The properties to be updated are added as assignment actions, as shown below.

If no precondition is configured for the Assignment step, it executes automatically as soon as the phase containing the step changes to In Progress.

All step types can be executed even without preconditions; configuring a precondition is optional.

Conclusion:

Preconditions in case flow steps provide a flexible and powerful way to control the execution of steps within a case. They act as entry conditions, ensuring that each step becomes actionable only when the specified criteria are met. This allows organizations to enforce business rules, streamline processes, and maintain consistency while offering administrators the ability to design intelligent, conditional workflows.

While preconditions enhance control, all step types—including To-Do, Input, Approval, Feedback, Action, and Assignment steps—can still execute without them, making precondition configuration optional. By strategically leveraging preconditions, organizations can improve operational efficiency, reduce errors, and ensure that steps are triggered only when appropriate, without requiring unnecessary agent intervention.

Print Form Adaptation with Adobe LiveCycle Designer Overview - Onboarding, Blogs and Live Sessions

2025-09-05T18:00:07.827000+02:00

Intro

This blog gives an overview of my print form resources:

Onboarding Video: If you're new to Adobe LiveCycle Designer, I recommend watching the Onboarding Video below.
Blogs: The Blogs provide guidance on some typical requirements and questions that you may come across while working on print forms.
Live Sessions: Visit the Live Sessions if you want to see some hands-on demonstrations or ask questions that you haven't found answers to so far.

Live Sessions

I deliver live sessions with a changing agenda on the topic of print form adaptation. If you are interested and would like to join, you can find the dates and the registration link on our learning platform learning.sap.com. Please note that you need a subscription in order to register for the live session!

The live sessions focus mainly on the work with the Adobe LiveCycle Designer itself, hence the major part is solution-independent. However, we usually look into at least one of the following SAP solutions in every session:

SAP Sales/Service Cloud (former Cloud for Customer)
SAP Sales/Service Cloud Version 2
SAP Business ByDesign
SAP S/4HANA Cloud Public Edition (only general form maintenance)

List of Print Form Blogs

Onboarding Video

The following video gives a very basic introduction to the Adobe LiveCycle Designer (ALD) itself and explains form maintenance in SAP Sales Cloud and SAP Service Cloud (version 1), as well as SAP Business ByDesign.

Subscribe to this blog post if you want to get informed about new blogs of this series or and other print form related updates. Visit my SAP Community profile to find more blogs on SAP Customer Experience Solutions – Integration and Extensibility topics!

Bet on exceptional service -unlock the winning formula in Las Vegas 2025

2025-09-10T14:50:56.876000+02:00

Hear inspiring customer stories, see AI agents in action and learn about transitioning from SAP Cloud for Customer to SAP Service Cloud Version 2. Check out the list of can’t-miss SAP Service Cloud sessions at #SAPConnect in Las Vegas, Oct 7-8 .

SAP Sales and Service Cloud version 2: Get inspired and make the transition | CXP1641
Solution Deep Dive
Tuesday, Oct 7 | 9:00 AM - 9:45 AM PDT

Understand the key business and technological benefits of moving to version 2 of the SAP Sales and Service Cloud application. Hear our recommendations on how to prepare for and execute this transition and maximize the advantages.

Pfizer -Transforming customer service with SAP Service Cloud | CXP1824
Customer success story
Tuesday, Oct 7 | 12:45 PM - 1:30 PM PDT

Hear the inspiring story of Pfizer's recent deployment of the SAP Service Cloud solution, showcasing the improvements in response times and operational effectiveness. Take away best practices for implementing a new service solution and and learn how strategic planning and execution can transform your customer service operations.

CRM intelligence unleashed: AI use cases for sales and service excellence | CXP2334
Hands-on lab
Tuesday, Oct 7 | 1:30 PM - 2:45 PM PDT

Transform your customer experience with the latest AI innovations. Gain hands-on experience implementing the advanced AI features within the SAP Sales Cloud solution (version 2), SAP Service Cloud solution (version 2), and SAP CX AI Toolkit to create intelligent, automated customer journeys.

Please note seating for this session type is reserved. Make sure you "Add to schedule" to guarantee your spot.

Elevate commerce and sales with AI-driven service | CXP1241
Solution deep dive
Tuesday, Oct 7 | 2:00 PM - 2:45 PM PDT

The SAP Service Cloud solution supports e-commerce efforts to nurture customers beyond the initial sale. Discover how it provides critical insights to empower sales teams to build lasting relationships, helping ensure that your brand promise is consistently fulfilled.

Service road map: AI and human agents in harmony | CXP1242
Roadmap
Tuesday, Oct 7 | 3:15 PM - 4:00 PM PDT

Maximize the value of AI in customer service while empowering service teams to excel in their strategic roles. See what’s coming up in the SAP Service Cloud solution road map and learn how to leverage SAP S/4HANA for frictionless service delivery and customer satisfaction.

Navigating the transition to SAP Sales and Service Cloud Version 2 | CXP1528
Workshop
Wednesday, Oct 8 | 1:00 PM - 2:15 PM PDT

Transition with ease to SAP Sales and Service Cloud Version 2, migrating smoothly from the SAP Sales Cloud and SAP Service Cloud solutions. Interact with SAP experts and get valuable guidance to support a smooth and successful move, including customer examples and best practices for all phases such as considering, planning, and implementing.

Please note seating for this session type is reserved. Make sure you "Add to schedule" to guarantee your spot.

How to build your own AI agents to automate customer service tasks | CXP1381

Quick tips
Wednesday, Oct 8 | 1:45 PM - 2:30 PM PDT

Reducing manual work in customer service improves both employee and customer experiences. See how you can automate tasks with AI agents from SAP. Learn how you can easily build new agents to support your service requirements—without needing any coding skills.

Start putting together your personal agenda today. Check out the full session catalog.

SAP Sales Cloud and SAP Service Cloud V2 Q3 2025 Release Highlights

2025-09-26T14:04:16.807000+02:00

What is new in SAP Sales Cloud and SAP Service Cloud version 2?

Explore a selection of our new features in this blog post and join our webcasts for live demos and comprehensive insights into SAP Sales Cloud V2 and SAP Service Cloud V2 updates.

Register for our Q3 2025 customer webcasts

October 14 webcast
SAP Service Cloud Version 2, Utilities and SAP Enterprise Service Management: Q3/2025 Release Overview

October 16 webcast
SAP Sales Cloud Version 2, Sales and Foundation topics: Q3/2025 Release Overview

Join us at SAP Connect
Please also join us at the upcoming Customer Experience Connect where we showcase how the latest AI-infused SAP CX solutions optimize operations, generate action-ready insights, and deliver delightful experiences at every step of the customer journey.
Learn more about the SAP CX portfolio here.

What is new in SAP Sales Cloud V2

SAP Sales Cloud development continues to focus on enhancing key features and workspaces, embedded AI and generative AI, and improving lead-to-cash process automation. We have incorporated several new features designed to reduce manual tasks that traditionally arise between SFA and ERP processes. Our pace of innovation continues to accelerate, but customer feedback remains a critical aspect of our development. Here are a few of our release improvements that stem from customer requests and feedback.

UI extensibility and mashup permissions
Customer engagement can be nuanced and may require greater flexibility to meet ideal customer use cases. To support this, administrators now have greater flexibility configuring workspaces and using mashups to provide access for microphone, notifications, and clipboard. This allows for more seamless engagement and supports situations where use of voice commands or notification loop up is helpful, in addition to improving read/write from and to the system’s clipboard.

Generative AI Contact and Individual Customer Duplicate Checks
Maintaining clean and accurate sales data and records are critical for effective sales organizations but duplicate and redundant data remains a plague. Existing SAP Sales Cloud data quality tools do a great job cleansing and harmonizing data, but in situations where there are not exact matches or several spellings some users reported missed matches. The new generative AI duplicate check option throws a larger data analysis net and provides users with actionable results paired with AI driven confidence scores. This allows users to take appropriate action or drill down, ensuring that they can make informed decisions faster.

Restriction rules for email templates
Generative email creation linked with templates and user driven email templates can dramatically increase email outreach and response times, but for organizations with several organizational units and geographic locations the number of available options can become confusing for the end user. Now administrators can maintain restriction rules for templates, ensuring users only have access to the right subset of templates. This allows administrators the ability to refine by organizational unit and user role, helping end users quickly choose the right template for their customer engagement needs.

Field Query Configuration Improvements and UI Enhancement

To improve usability and administrator experience, we have added a new tab for configuring field query attributes. Within ‘Extensibility Administration’, users can now sort, filter, and search for relevant attributes. The workspace provides a detailed breakdown and a ‘Show Limits’ toggle. We plan to continue to enhance both extensibility and the ease of use for extensibility administration.

What is new in SAP Service Cloud

In SAP Service Cloud, we have incorporated several new features designed to reduce manual workloads, expedite issue resolution, and enhance the overall agent experience. In our upcoming webcast, we will showcase these innovations, along with a range of other advanced capabilities, illustrating how they can streamline operations and elevate customer service.

Improve case categorization with Business Information Extraction in Cases

In the previous webcast we introduced Business Information Extraction, an AI feature that enables you to automatically extract key information like product names and serial IDs from customer emails. Now we have expanded the use of Business Information Extraction to Cases and you can use the extracted data to automatically categorize cases for faster and more efficient handling

Business Information Extraction in Cases

Gain improved insights with enhanced interaction and resolution summaries (machine learning)
There are new machine learning scenarios designed to enhance interaction and resolution summaries. Sentiment Trends and Sentiment Graph add insights to the interaction summary, allowing service agents to better understand the tone of the customer interactions. You can also add internal and external case notes which are used the AI-generated resolution summary to create a more detailed overview.

Expedite issue to resolution with the direct integration with SAP Field Service Management
The new direct integration with SAP Field Service Management simplifies the end-to-end service delivery from the very first customer contact all the way to onsite repair. With a smooth integration between contact center and field service you can shorten resolution time and fix the issue on the first visit.

Utilities customer service: gain improved insights with external alerts and quick view for meters
For utilities contact centers, we have added new features that bring important insights for customer service agents:

External Alerts: You can now add external alerts to the premise and contract views. These alerts are created in SAP S/4HANA.

Quick View for Meters: In the services or premise tab, you can quickly view all the details of a meter, including the device's location and device location notes.

Create outbound letters quickly with the OpenText Document Presentment Service integration
The integration enables agents to quickly create outbound letters using automatically prepopulated fields and brand-aligned templates. This feature allows for the swift creation of professional PDFs, which can be sent as email attachments to customers.

Creating outbound letters

More information

For more details on the above release features, check out the following resources:

SAP Sales Cloud V2 What’s New

SAP Service Cloud V2 What’s New

SAP Sales Cloud V2 Release Navigator single access point to release content

SAP Service Cloud V2 Release Navigator

Please share your feedback in a comment and follow our SAP Sales and Service Cloud topic page to connect with the community!

***
Co-authored with @GrantSmith for #SAPSalesCloud

Attending SAP Connect? Get all the information you need on moving to Version 2 and ESM

2025-09-29T19:19:06.027000+02:00

Customers and Partners of SAP Sales & Service Cloud (C4C) and SAP SuccessFactors Employee Central Service Center (ECSC) are encouraged to join the workshop featuring move topics for considering, planning and implementing our latest Sales and SErvice Cloud Version 2 and SAP SuccessFactors Enterprise Service Management solutions. Interact with customers and SAP experts about the journey to a smooth and simplified transition process!

Looking forward to seeing everyone!

Data Transfer Tool

2025-09-30T06:21:22.998000+02:00

With the launch of SAP Sales and Service Cloud V2, a common question arises — how do we migrate data from V1 to V2?
SAP addresses this with the Data Transfer Tool, designed to handle standard object data and basic configurations.
Curious to know how it works? Let’s explore!

Data Transfer Tool

The Data Transfer tool helps transfer object-wise business data and configurations from V1 to V2.
The following scenarios are supported by the Data Transfer tool:

Single and Phased Go-Live implementations:
The tool facilitates both single and phased go-live approaches, allowing organizations to transition data in stages or all at once, depending on their implementation strategy.
Data and Configurations Transfer: It supports the transfer of both data and configuration settings, ensuring that necessary information and system settings are migrated appropriately.
Extension fields, Notes, and Attachments: These are supported for transition when mapping is completed by business objects. The scope would vary for different business objects.

How to get access to this feature?

Create a case including your V2 tenant details using the component LOD-LE-MIG-CNS.

Pre-requisites for Data Transfer

V2 system should be in an empty state, with no business data or configurations. Few configurations for Cases, Custom Party etc. should be manually created in V2, prior to the data transfer.
All prerequisites associated with each object must be fulfilled before proceeding.

Supported Objects

Organizational Units
Business Partners
Business Partner Relationships
Identities
Sales Territory
Product Category Hierarchies
Materials
Competitor Products
Installation Point/Registered Product
Registered Product
Installed Base
Warranty
Activities – Appointments, Chats, Emails, Phone Calls, Tasks
Opportunities
Leads
Sales Quotes
Tickets
Communication Systems

**The objects mentioned in this blog reflect the current scope. These may evolve with future SAP updates and enhancements.

General Steps:

Log in to the V1 system using your administrator credentials.
Navigate to:Transition → Data Transfer.
Select the required business object from the list.
Upon selection, the custom extension fields for the object will appear in a separate section at the bottom. Standard fields are automatically included in the data transfer once the object is selected.
Under the Extension Fields tab, enable the checkboxes under the Transfer column for each custom field you wish to include in the data transfer.
(Optional) Perform a Test Data Transfer:
1. Click Test Data Transfer.
2. Provide a specific object ID or leave it blank to allow the system to select one at random.
  1. By default, data for one instance is transferred, including extension fields, business configurations, and code lists.
  2. To transfer only data, enable the Transfer Only Data switch.
3. Click OK.
  1. The selected object’s settings, configurations, and KUT fields will remain available in the V2 system after test transfer.
To perform the actual data transfer:
1. Click Transfer Data.
2. Confirm the action by selecting Yes.
  Once the initial transfer is completed, delta transfer mode is enabled.
  Any updates to the object in V1 will be automatically transferred to V2.
  Note: Updates to settings and configurations are not included in delta transfers and must be manually re-configured in V2.
  The “Finished” status in the Send Status column indicates that the transfer from V1 is complete. This does not confirm receipt in V2.
  Delta Mode will remain active until Stop Delta is selected. While active, object data updates are transferred automatically - excluding settings and configurations.
  Verify transfer consistency by comparing the values in the Sending Instances and Received Instances columns.
  While these numbers may not be identical (due to filter logic or count variations between systems), they should be reasonably close.
  If you still notice discrepancies, it’s likely due to differences in how objects are migrated based on their status and other factors. We will cover it in the section 'Object-Wise Details'.
Log in to the V2 system and confirm that the data has been successfully transferred.
Entities not included in the transfer will appear with empty details.
Initiate Post-Processing:
Once all transfers are complete, select Start Post-Processing to notify relevant services and begin post-processing activities in the target system.

Data Transfer and Monitoring Options

Data Transfer Tool

Below table explains the various data transfer options available in the Data Transfer Tool:

Option	Purpose
Test Data Transfer	Sends one instance of the object, including the extension fields, business configurations, and code lists. If Transfer Only Data switch is enabled, it excludes the extension fields, business configurations, and code lists of the selected instance.
Transfer Data	Sends all data, including the extension fields, business configurations, and code lists. If a business object’s status shows Error Occurred, clicking the Transfer Data button again will reprocess only the data packages that encountered errors during the previous transfer.
Stop Delta	Stops automatically sending any new or changed data after the initial load, and applies to all transferred objects.
Start Post-Processing	Starts the final processing for transferred objects after the initial data load, linking related records, updating searches, and activating configurations in the target system.
Extension Fields	Lists the extension fields that are supported for transfer.
Transfer Extension Field Definition	Transfers metadata of the selected extension fields.
Transfer History	Lists the details of multiple transfers initiated by a user.

The following table shows the various monitoring options available in the Data Transfer Tool:

Option	Purpose
Objects	Lists all supported objects.
More Information	Lists object specific documentation links.
Existing Instances	This figure is calculated every night via a job from Readiness Check, i.e. if someone adds new data during the day, it will not be covered
Sending Instances	This represents the number of instances sent to V2. However, it may not match the “Existing Instances” count because the application applies certain filters before sending to V2. Additionally, not all of these instances may be processed by the application mapper, leading to a mismatch in counts.
Error Sending Instances	This usually means, that the payload for the instance was too big to be sent (e.g. a sales order with thousands of items).
Received Instances	This is the count on V2 side, regardless, if the instances were created via Data Transfer or manually created in V2.
Send Status	It shows the outcome of starting the data transfer process, for example Finished (initiation succeeded) or Error Occurred (initiation failed). This only reflects whether the transfer request was successfully triggered, not whether the data has fully moved from V1 to V2.
Delta Mode	It indicates if automatic updates (delta transfers) are active for a business object after its initial data load. If delta transfers are stopped or need to be restarted for a specific object, it can be done by performing a full load for that object using the Transfer Data button. A green diamond icon indicates that Delta Mode is active for the object. A blank/white diamond icon means Delta Mode is inactive, typically because the initial/full load has not yet been run for that object.
Target Tenant	Lists the target tenant details with the direct link to open them.

Object-Wise Details:

It is recommended to follow the below sequence while transferring the objects.

1. Organizational Units

Points to Note:

Marketing Units and Reporting Line Unit functions are not transferred. The Org Unit will get created, but without these functions.
Org Unit with only Plant function will be moved into the Plant entity in V2
Org Unit with Plant and other functions will be transferred to both Plant and Organizational Unit.
Reporting line roles are not automatically transferred and must be manually assigned in V2 later.

2. Business Partners

Points to Note:

The Business Partners included in the transition are:
1. Account
2. Individual Customers
3. Contacts
4. Employees
5. Competitors
6. Partners
7. Partner Contacts
Only the extension fields from Business Partner- Common node is supported
The number of instances transferred to V2 may not match the count in V1 due to differences in counting logic between the two systems.

3. Business Partner Relationships

Points to Note:

Supports the following:
1. Standard relationship roles (Account-Contact, Employee Responsible)
2. Custom-defined relationship roles with codes up to 6 characters, provided the corresponding Y-coded values are preconfigured in V2 (i.e., Z-codes in the source system must be created as Y-codes in V2).
3. Sales area–dependent relationships (e.g., Partner Functions)
4. Account team relationships (e.g., current Employee Responsible)

Business Partners should be transferred already
The number of instances transferred to V2 may not match the count in V1 due to differences in counting logic between the two systems.

4. Identities

Points to Note:

Transfers all Business Users and SAP Support Users, along with their user settings (credentials, status, user preferences, etc.) from V1 to V2.
Security Policy will not be transferred.
Data can be validated in V2 from ‘All Settings’ → ‘Users and Control’ → ‘Users’.

5. Sales Territory

Points to Note:

Transition includes standard and extension fields from Root node.
The connected business objects (Accounts, Employee, Business Partner Relationships, Sales Quotes and Opportunities) should be transitioned successfully either before or after the transition of Sales Territory.
Manually maintain the territory rules in V2 later. The ‘Derive Territory’ action in V2 works only if territory rules are already maintained in V2. If there are no rules maintained, the territory assignments for a transitioned account are deleted while running the derive territory action.

6. Product Category Hierarchies

Points to Note:

Product Categories in V1 are referred to as Product Groups in V2.
In V2, the concept of Root node is not used. So, the immediate children of the Root becomes the top-level Product Groups
‘Product Assignment Allowed’ feature in V1 is not supported in V2.

7. Materials

Points to Note:

Extension fields in COMMON and SALES_PROCESS_INFO nodes are supported.
All External IDs of a Product can be viewed under Product Details → General tab → External IDs for Integration
Only UoMs with ‘Released’ or ‘In Preparation’ status are transferred. The ‘Blocked’ status will not be transferred.

8. Competitor Products

Points to Note:

Materials business object must be transitioned before transitioning Competitor Products.
Only the extension fields in the COMPETITOR_INFORMATION node of Materials is supported.

9. Installation Point/Registered Product

Points to Note:

Installation Point of type Text in V1 will be transitioned as Functional Location in V2
Adoption to supports access level restrictions (ACL), Extensions and Attachments are not supported.

10. Registered Product

Points to Note:

For transitioning Registered Products from V1 to V2, trigger transition of Registered Product and Installation Point/Registered Product in V1
Adoption to supports access level restrictions (ACL), Extensions and Attachments are not supported

11. Installed Base

Points to Note:

Extensions are not supported

12. Warranty

Points to Note:

Warranty description and duration is supported.

13. Activities

Points to Note:

The Data Transition Tool supports the transfer of individual activity types (such as tasks or appointments), but not the overall Activities business object.

a. Appointments

Points to Note:

Custom document type is not supported in V2.
Involved Parties, Campaigns, Activity Lists are not supported.
Only appointments and follow-up opportunities are transitioned for related documents.

b. Chats

Points to Note:

The transition of attachments (within a chat) is not supported. However, these attachments can be imported using OData APIs.

c. Emails

Points to Note:

Email templates and email channels are not transitioned.
The MIME types used to create the email attachments in SAP V1 must be configured and allowed in V2.
Except for the inline images added as URLs, all the other inline images are transitioned from SAP Cloud for Customer to SAP Service Cloud Version 2 and SAP Sales Cloud Version 2 as attachments to the email instead of displaying in the email body.
The inline images added as URLs would only come up if the corresponding domains are added to the image source under content security policy (CSP). To manage CSP, navigate to User Menu → Settings → All Settings → System Preferences → Content Security Policy.

d. Phone Calls

Points to Note:

All phone calls in ‘Completed’ status will be transferred to V2.
Outbound Phone calls in ‘Canceled’, ‘Open’, ‘In Progress’ statuses will be transitioned to V2 as Appointments.
Inbound Phone calls in ‘Canceled’ status will not be transitioned to V2.
Inbound Phone Calls in ‘Open’ and ‘In Progress’ statuses will be transitioned to V2 as ‘Complete’
Outbound Phone Calls in ‘Open’ and ‘In Progress’ statuses will be transitioned to V2 as Appointments
Any other statuses are not considered for transition
Transition of attachments (within a phone call) is not supported. However, attachments can be imported using OData APIs.

e. Tasks

Points to Note:

Extension fields are not supported.

14. Opportunities

Points to Note:

Extension fields, Attachments, Notes, Approval Information, Competitor and Competitor Products, Employee-based roles in sales teams, Territories, Related Objects etc. are supported.
The following Involved Parties are supported:
- Ship-To
- Bill-To
- Payer
- Partner
- Partner Contact
After migrating opportunities from V1 to V2, the following configuration must be completed in V2:
- Party Processing Data must be manually maintained under Settingsà Opportunities à Party Schema. Party Roles will not be visible in the opportunities unless this is completed
- Define the next Opportunity ID for creation of new opportunity in V2 by navigating to Settings à Opportunities à Number Range

15. Leads

Points to Note:

Recommended to transition the Related Objects referenced by Leads (Opportunities, Activities) before initiating the transition of Leads.
Only the extension fields at the Root node are supported for transition.
Prospects/Accounts/Individual Customer/Contacts with address, Owner, Sales Employees, Sales Unit, Product Items, Notes (except Approval Notes) and Related Objects (with restrictions) are supported for transition.
Attachments and Access Control Data are not supported.

16. Sales Quotes

Points to Note:

Sales quotes transitioned from SAP Cloud for Customer to SAP Sales Cloud Version 2 is displayed in read-only mode only and can't be edited.
Item Involved Parties, Item notes and attachments, Detail Pricing Information and Document Address are not supported for transition.

17. Tickets

Points to Note:

Tickets are transitioned as Cases in V2.
The following configuration should be completed in V2 before transition:
- Map the Status Dictionary to the Status Schema.
- Set up the Case Type with the Party Schema and Status Mapping in Service Cloud Version 2.
- Map the Ticket Type in V1 to the Case Type in V2 by navigating to Navigation Menu → Transition → Data Transfer (Phased) → Document Type Mapping (in V1)
- Transition the Status and Status Schema configuration objects before transitioning the Tickets object.
Internal memo is not supported for transition.
Custom Party Roles in the Involved Parties are not supported.
Attachments, Tasks, SLA milestones, Related Documents and Service Reference Objects and Extension fields at Root level are supported for transition.
Ticket Description will be transitioned as Case Description.
Ticket Notes (Internal Comment) will be transitioned to the default note type S000 in Case.

18. Communication Systems

Points to Note:

System ID, System Display ID, Host, Status and Created/Changed On and Created/Changed By data are supported for transition.
Status of the communication systems would be ‘Inactive’ in V2 after the transition.
Any authentication related attributes like Certificates, Users and Passwords are not supported for transition.
Systems linked to multiple business systems cannot be fully migrated. In such cases, only the first linked business system will be transferred, and any additional business systems must be set up manually in V2 after migration.

Extension Fields

Supported KUT Data Types

KUT Extension Field Type in V1	Transition Supported Through Data Transfer Tool?	Whether Supported in V2?	Can the Extension Field Be Created Manually in V2?
Short Text (Maximum length 40 characters)	Yes	Yes Data type = STRING Length isn't transitioned Default length is 80 characters in V2.	Yes Data type = STRING Length can be defined as needed. Maximum length can be 5000 characters.
Medium Text (Maximum length 80 characters)	Yes	Yes Data type = STRING Length isn't transitioned Default length is 80 characters in V2.	Yes Data type = STRING Length can be defined as needed. Maximum length can be 5000 characters.
Long Text (Maximum length 120 characters)	Yes	Yes Data type = STRING Length isn't transitioned Default length is 80 characters in V2.	Yes Data type = STRING Length can be defined as needed. Maximum length can be 5000 characters.
Extended Text (Maximum Length 1024 characters)	Yes	Yes Data type = STRING Length isn't transitioned Default length is 80 characters in V2.	Yes Data type = STRING Length can be defined as needed. Maximum length can be 5000 characters.
Decimal Number	Yes Decimal place isn't transitioned	Yes Data type = NUMBER Data Format = DOUBLE	Yes Data type = NUMBER Decimal place can't be defined currently.
Date	Yes	Yes Data type = DATETIME Data Format = DATE	Yes Data type = DATETIME Data Format = DATE
Date/Time	Yes	Yes Data type = DATETIME Data Format = DATETIME	Yes Data type = DATETIME Data Format = DATETIME
Time	Yes	Yes Data type = DATETIME Data Format = TIME	Yes Data type = DATETIME Data Format = TIME
List	Yes	Yes Data type = STRING Data Format = CODE	Yes Data type = STRING Data Format = CODE
Multivalued List	Yes	Partially, if the target entity in V2 supports it Data type = STRING Data Format = CODE Non supported entities include: Sales Territory Email Opportunity Item Opportunity Competitor Product	Yes Data type = STRING Data Format = CODE
Amount	Yes	Yes Data type = OBJECT Data Format = AMOUNT	Yes Data type = OBJECT Data Format = AMOUNT
Quantity	Yes	Yes Data type = OBJECT Data Format = QUANTITY	Yes Data type = OBJECT Data Format = QUANTITY
Web Address	Yes	Yes Data type = STRING Data Format = URI	Yes Data type = STRING Data Format = URI

Non- Supported KUT Data Types

KUT Extension Field Type in V1	Transition Supported Through Data Transfer Tool?	Whether Supported in V2?	Can the Extension Field Be Created Manually in V2?
Formatted/Rich Text	No	No	No
Global Data Types (GDT): Country/Region Code Integer Value Percent Phone Number Region-Dependent Language Code Measure Unit Code Currency Code	No	Partially	Partially Country/Region Code Data Type: STRING Data Format: CODE Integer Percent Data Type: NUMBER Phone Number Data Type: STRING
Email Address	No	Yes	Yes. Data type: STRING Data Format: EMAIL
Object Data Types (OVS): Accounts Campaign Competitor Product Contact Customer Quotes Installed Base ID Lead Opportunity Organizational Unit Sales Territory Tickets	No	Partially Supported items include: Accounts Contact Individual Customer Employee	Partially Creatable

Integration Scenarios

Once the Communication Systems are transitioned, they would be in an inactive state in V2. It needs to be activated later.
Replicating object-wise data ensures ID mapping or document flow for the supported objects.
Once the Communication System and the object data are transferred using the Data Transfer Tool, the following configuration should be done in V2:
- Enter the authentication mechanism in the communication system on V2.
- Set up Value Mapping in V2.
- Configure and activate the communication systems. (Refer SAP Sales Cloud Version 2 Integration Guide for SAP S/4HANA Cloud Public Edition and Integrate SAP Sales Cloud and Service Cloud Version 2 Integration for Master Data with SAP S/4HANA).
- Disconnect the V1 system from S/4HANA or ECC.
- Activate the Communication systems and the configurations.

General Points:

Extension fields supported via the Data Transfer Tool is limited to 150 at root level, and 30 for non-root entities. Not all data types are supported. Refer to the section 'Extension Fields' for more details.
Default values of KUT fields are not supported.
Extension scenarios are not supported for transition. It must be manually configured in V2.
Fields of type code with values less than 70 in V1 will be created as static code lists.
Fields of type code with values greater than 70 in V1 will be created as custom code lists in V2. These can be accessed from Settings -> All Settings -> Custom Code Lists. All the custom code lists are created with proxy name in V2 (for example, ExtDFE8DF5129E41FD0889F5E7AE0A0ED2D).
Adaptation Changes, Analytical Content, Mashups, Language Adaptations will not be transitioned.
Transition of Code List Restrictions is not supported and hence should be maintained manually in V2.
The Key Metrics available under Accounts in V2 would reflect only the last 3 months (90 days) data for the activities.
The counts (Existing/Sending/Received Instances) in Data Transfer tool, can only serve as an approximation.

With the basics, key object insights, and monitoring in place, you’re now equipped to navigate the SAP Data Transfer Tool and manage data migration effectively.

For future updates, refer to the official SAP documentation: Data Transfer Tool - SAP Help

AI-Powered Dispute Management with SAP Enterprise Service Management (ESM) and S/4HANA Cloud

2025-10-02T05:32:45.075000+02:00

In today’s fast-paced business environment, handling customer invoice disputes efficiently is critical to maintaining trust and improving financial operations. SAP Enterprise Service Management (ESM), when integrated with FI-AR Dispute Management in SAP S/4HANA Cloud Public Edition, brings automation, AI, and seamless connectivity to streamline the entire process.

What is SAP S/4HANA Dispute Management?

Dispute Management is a subcomponent of SAP S/4HANA Financial Supply Chain Management (FSCM). It enables businesses to record, monitor, and resolve disputes related to customer invoices. With features such as workflow-driven case management, audit trails, and integration to accounts receivable, it ensures that every dispute is handled systematically and efficiently.

Key benefits include:

Centralized tracking of disputes
Improved collaboration between finance, sales, and customer service teams
Automated workflows for faster approvals and escalations
Enhanced reporting for dispute trends and root cause analysis

Role of Enterprise Service Management (ESM)

While SAP manages financial disputes effectively, many organizations struggle with cross-functional coordination. That’s where ESM comes in. ESM extends the principles of IT Service Management (ITSM) into business domains like Finance, HR, Procurement, and Customer Service.

By integrating SAP Dispute Management with an ESM platform (such as ServiceNow or SAP’s own service management tools), organizations gain:

Unified Service Portal: Customers, sales teams, and service agents can log, track, and monitor disputes through a single interface.
Automated Ticketing & Routing: Disputes raised in ESM automatically create dispute cases in SAP S/4HANA, ensuring seamless data flow.
Real-Time Updates: Resolution progress is synchronized between SAP and the ESM tool, reducing the need for manual follow-ups.

Quick summary of the flow

Customer sends email
ESM (case management) auto-creates a case
AI/OCR extracts invoice number, disputed amount, reason, attachments
Validate / enrich by looking up open receivables in S/4HANA
Create a formal Dispute record in S/4HANA (tie back to the ESM case)
Track, collaborate, resolve and close (sync statuses both ways)

Prerequisites

To enable this end-to-end process, organizations require:

An SAP S/4HANA system with FI-AR Dispute Management
An Enterprise Service Management platform (e.g., SAP ESM or ServiceNow)
A middleware/integration layer such as SAP Cloud Platform Integration (CPI)
Document extraction capabilities for AI/OCR-based data capture

End-to-End Process Flow

The integrated dispute process can be summarized in six steps (as shown in the flow):

1. Customer raises a dispute via email
A customer initiates contact by sending an email to the company’s shared dispute mailbox (e.g., disputes@company.com). The email may highlight issues such as overcharges, incorrect quantities, or pricing discrepancies and typically includes details like the invoice number, disputed amount, and reason for the dispute.

2. Case Creation

Once the email is received, SAP Enterprise Service Management automatically creates a case and assigns it to the appropriate case type. The system can also categorize the case and route it to the right support team without manual intervention.

3. Information Extraction

Artificial intelligence extracts key details from the email—such as invoice number, disputed amount, and reason for dispute—converting unstructured text into structured business information that can be used downstream.

4. Lookup Receivable Items

The system then connects to the FI-AR module in SAP S/4HANA Cloud Public Edition. Using the extracted invoice number, it fetches the relevant receivable items. This information is automatically linked to the case, where agents can review and validate it.

5. Create Dispute in SAP S/4HANA

From the case details page, the service agent can create a dispute in SAP S/4HANA Cloud with a single click. The dispute case references the correct invoice, associates the appropriate dispute reason and amount, and links it to the relevant customer master data.

6. Case Tracking & Resolution

Through ESM, both internal teams and customers can track the progress of the dispute. Notifications, escalations, and collaboration features ensure timely resolution.

Business Value of SAP S/4HANA + ESM Integration

Faster Dispute Resolution: Reduces cycle time by eliminating manual handoffs.
Customer Satisfaction: Improves transparency and trust with real-time status visibility.
Operational Efficiency: Automates repetitive tasks, freeing teams to focus on high-value work.
Data-Driven Insights: Helps organizations identify recurring issues and fix root cause

Conclusion

Integrating SAP S/4HANA Dispute Management with ESM bridges the gap between finance operations and customer-facing services. It transforms dispute resolution from a siloed, manual process into a collaborative, automated, and transparent workflow. For organizations looking to enhance customer experience while safeguarding cash flow, this integration is not just a technical upgrade — it’s a strategic move toward financial resilience and service excellence.

In short: Disputes don’t have to be disruptions — with S/4HANA and ESM, they can become opportunities for service excellence.

Accelerating Service Excellence: AI-Powered Supplier Booking in SAP Service Cloud V2

2025-10-24T17:20:20.558000+02:00

In service operations, every minute counts. When a customer’s equipment breaks down, the speed at which parts or services can be procured often decides the overall service experience. Traditionally, finding and booking a supplier is a time-consuming, manual process — switching across systems, endless searches, and delayed approvals.

With SAP Service Cloud V2, we’ve turned this challenge into an opportunity:
👉Enabling service agents to search, select, and book suppliers directly from the service order screen — backed by real-time integration, AI recommendations, and automated purchase requisition creation in S/4HANA.

Why This Matters

Faster service delivery – Agents don’t waste time on manual supplier lookups.
Smarter decisions – AI recommends the best supplier based on availability, cost, and past performance.
Seamless integration – Purchase requisitions are automatically created in S/4HANA, ensuring compliance.
Better customer experience – Faster parts procurement = quicker issue resolution.

How It Works

When customers raise a Case followed by creation of service order by an agent , speed and accuracy are everything. Delays in finding the right supplier or creating purchase requisitions can slow down resolution and impact customer satisfaction.

🔹Step 1: Supplier Search in Service Order

Agents open a Service Order in Service Cloud V2 and access a supplier search panel built with SAP Build Apps.

SAP Build APPs:

This the destination where we call SAP S4HANA Suppliers using SAP CAPM

🔹Step 2: Fetch Supplier Data from S/4HANA

The system makes an API call to S/4HANA to fetch available suppliers with details such as pricing, lead time, and rating.

🔹Step 3: AI Recommendation with RAG

We use Retrieval-Augmented Generation (RAG) to analyze supplier data and recommend the most suitable supplier for the request.

🔹Step 4: Supplier Selection & Purchase Requisition

Once the supplier is confirmed, a Purchase Requisition is instantly created in S/4HANA via API — no manual intervention needed.

🔹Step 5: Persistence & Metadata with CAP

All supplier interactions, recommendations, and decision logs are stored via SAP CAP, ensuring traceability and audit readiness.

This will create a purchase order in S4HANA public cloud

Solution Architecture

SAP Service Cloud V2 – Service order management
SAP Build Apps – UI for supplier search & booking
S/4HANA APIs – Fetch suppliers + post purchase requisition
AI with RAG – Intelligent supplier recommendations
SAP CAP – Database layer for persistence & metadata

End-to-End Flow

Agent opens service order in Service Cloud V2.
Supplier search triggered via Build Apps UI.
Supplier data fetched from S/4HANA APIs.
RAG model recommends best supplier.
Agent confirms → Purchase Requisition created in S/4HANA.
Metadata stored in CAP for reporting and audit.

Business Impact

✔️80% reduction in supplier booking effort
✔️Improved procurement compliance with auto-PR creation
✔️AI-driven supplier choice → faster and smarter decisions
✔️Unified service experience – all from within Service Cloud V2

Closing Thoughts

This solution is a perfect example of how SAP’s ecosystem (Service Cloud V2, Build Apps, S/4HANA, CAP, and AI) can work together to simplify complex business processes.

By embedding supplier booking directly into the service order workflow, we’ve not only accelerated service execution but also paved the way for intelligent, AI-powered procurement in the future.

Joule Skills: Simplifying Employee Data Updates from Chat to Case

2025-10-29T07:25:54.124000+01:00

🌟 Introduction

In today’s digital workplace, employees expect quick and seamless HR support — whether they’re updating personal details or submitting important requests. SAP Build Joule Skills make this possible by extending SAP Joule, the generative AI copilot, with custom business logic that connects conversational experiences to enterprise systems like SAP SuccessFactors and SAP CX Service Cloud.

This blog explores how Joule Skills transform HR operations by automating co

🤖 What Are SAP Build Joule Skills?

Joule Skills are custom, AI-powered extensions that enable Joule to perform specific actions or respond intelligently within your organization’s SAP landscape. With SAP Build, you can design these skills to handle structured inputs, integrate APIs, and trigger backend processes — all while maintaining a natural, conversational flow.

In short, Joule Skills let you teach Joule new abilities, such as:

Updating employee data in SAP SuccessFactors
Creating service requests in SAP CX Service Cloud
Fetching policy or compliance details from Knowledge Base Articles (KBAs)
Guiding users through document uploads and validation

🧠 What It Is

SAP Build Joule Skills let you teach Joule new capabilities — like answering company-specific questions or triggering SAP processes (e.g., updating employee details, checking sales orders, creating service requests, etc.).

Why use Joule skills in HR?

Remove manual steps: guide employees with just-in-time guidance and collect exactly the data HR needs.
Improve accuracy: structured prompts reduce missing/incorrect data.
Bridge chat → case: automatically open service cases and attach metadata and files.
Track compliance: add KBA (knowledge base article) checks and required documentation prompts.

💼 HR Use Case: Name Change and Emergency Contact Update

Let’s consider a real-world example.
Employee Jada is getting married and wants to update her last name and emergency contact details in the company HR system.

Here’s how Joule handles it seamlessly:

Employee Interaction:
Jada opens the HR portal and types,
“I need to update my last name and emergency contact due to an upcoming marriage.”
Guided Workflow:
Joule responds with relevant KBA links, explaining required documents and steps.
Data Collection:
Joule asks for:

New last name
Emergency contact name and phone number
Marriage date
Marriage certificate upload
Joule validates the inputs and triggers backend automation to:
- Create a service case in SAP CX Service Cloud, ensuring HR teams can track and process the update.
- Update Jada’s profile in SAP SuccessFactors with her new personal details automatically.
- Confirmation:
  Joule confirms submission and provides a case reference for tracking.

🧩 Why Joule Skills Matter for HR

Reduce manual effort: Employees can initiate updates via chat without filling multiple forms.
Ensure accuracy: Structured prompts ensure complete and validated data.
Enhance compliance: Automatically check KBAs or policy documents before submission.
Improve employee experience: Faster resolutions and transparent status tracking.

Steps: Integrate the Process into a Joule Skill

1. Open the SAP Build Lobby, choose Sales Order Assistant Joule Skill project.

2. Click Create, then Joule Skill.

3.Enter name update_personal_details and description Allows the user to update their last name and emergency contact information due to an upcoming marriage..

4. Click Parameters and configure Skill Inputs and Skill Input as mentioned

6. Choose Add Input three times and enter the following parameters:

Case Creation Skill

Similarly, create Joule skills that can call APIs for SuccessFactors name change and case creation.

6. Choose New Conversation.

A case is automatically created in Service Cloud V2, and simultaneously, the employee’s last name is updated in SAP SuccessFactors through the integrated Joule skill

✅ Conclusion

SAP Build Joule Skills bring intelligence and automation to everyday HR scenarios. By bridging conversational AI with SAP’s core systems, they empower employees to self-serve while ensuring HR teams maintain control, compliance, and efficiency.

In our example, what used to take multiple emails and forms now happens in one smooth interaction — from chat to case creation to record update.
With Joule Skills, organizations can reimagine HR service delivery and bring true AI-driven automation to the heart of employee experience.

From Data to Delight—How SAP CX AI Toolkit Transforms Customer Experiences

2025-11-11T19:27:57.577000+01:00

Introduction
As customer’s needs evolve at lightning speed, it’s more important than ever for businesses to truly tap into their data and unlock new possibilities to stay one step ahead. The SAP CX AI Toolkit is revolutionizing how organizations automate, streamline, and enhance customer interactions. By blending next-generation AI with advanced data analytics, the toolkit accelerates productivity and reveals actionable insights across sales, service, and commerce domains. Additionally, Joule—the integrated AI copilot—offers a seamless interface for accessing all the toolkit’s power.

Why SAP CX AI Toolkit?

SAP CX AI Toolkit bridges operational silos, bringing together CRM, email, and business systems to create efficient, role-specific workflows. With Generative AI features, it streamlines repetitive tasks, delivers proactive business intelligence, and empowers your teams to make smarter decisions—saving you hours and driving tangible results.

Key Benefits

Informed Decisions: Combine enterprise and operational data to empower intelligent, data-driven choices.
Automated Tasks: Eliminate manual effort by automating routine actions within your team’s existing workspace—whether in a dedicated app or through Joule.
Faster Customer Response: Quickly understand customer needs and respond with timely, AI-powered insights derived from comprehensive enterprise data.

Comprehensive Features & Highlights

Role-Specific AI Tools
The toolkit delivers specialized AI capabilities tailored to vital CX roles:

Customer communication automation
Summarization of records and meetings
Object and image recognition
Contextual prompts for sales, service, and marketing
These tools enable every team to work faster and smarter.

Robust Data Protection
With best-in-class personal data protection and zero data retention policies, SAP CX AI Toolkit ensures your sensitive enterprise information remains secure and compliant.
Multi-Source Data Integration
Aggregate and analyze data from diverse systems—Sales, Service, Commerce, CDP, Microsoft 365—and unlock insights across every customer touchpoint.
Configurable Tools
From data sources to generative templates and prompts, every element is tailored to your organization’s needs, allowing a customized CX automation strategy.

Persona-Based Licensing
SAP CX AI Toolkit’s functionality is organized around three distinct licenses—usable individually or combined, based on your operational persona:

SAP Sales Cloud Version 2
SAP Service Cloud Version 2
SAP Commerce Cloud

Each license unlocks targeted features:

License Type	Key Tools & Features
All Licenses	Intelligent Q&A, Smart Actions, Meetings, Scheduling
Sales Cloud V2	Opportunity Summarization, Prospecting Emails, Discovery Call Questions
Service Cloud V2	Case Overview, Customer Service Responses, Knowledge Base Article Creation
Combined Licenses	Meeting Summaries, Follow-up Emails, Account Overviews
Commerce Cloud	Product Attributes, Descriptions, Image Generation, Visual Search, Blog & Social Posts

User Interfaces: Accessing SAP CX AI Toolkit
The toolkit is flexibly accessible through several user interfaces:

Web App: Log in using SAP or Microsoft credentials to set up your tenant and access tools as per your license. The web app features an intuitive dashboard, a searchable Q&A bar, customizable AI panels, real-time notifications, and process monitoring.
Chrome Extension (Joule): Installable from the Chrome Web Store, Joule places AI functionality at your fingertips across business applications like Outlook Web, SAP Cloud for Customer, and SAP Commerce Cloud. Features are context-aware and can be accessed directly as a browser overlay.
Embedded Panel: Integrated into SAP Sales and Service Cloud V2 as a right-side panel, delivering the full web app experience in-context with contact, account, case, and opportunity data.

In-depth Feature Exploration

Intelligent Q&A
Leverages Retrieval Augmented Generation (RAG) to provide precise, natural-language answers to work-related questions by drawing from your enterprise sources—emails, meeting transcripts, documents, service tickets, product specs, and more. Data privacy is built-in, with no personal data stored in AI models.

Generative AI Tools
Adapted for three core ecosystems, these tools automate:

Microsoft 365: Meeting summaries and follow-up emails
SAP C4C, Sales & Service Cloud V2: Account/Opportunity summaries, prospecting emails, case overviews, customer service responses, knowledge base articles, discovery call questions
SAP Commerce Cloud: Blog/social media post generation, product banner text, ATP inquiries, product review summaries

SAP Commerce Cloud Features

AI Product Tagging: Automatically generate and enrich product attributes.
Product Description Generation: Create and translate compelling catalog and marketing texts.
Product Image Generation: Enhance images, add overlays, and edit visuals.
Visual Search: Find catalog products using user-uploaded images—transforming discovery and search.

AI Tools Builder & Agents
Customize the toolkit with AI tools and intelligent agents tailored to your business needs, such as service classification, knowledge base article generation, shopping advice, quote automation, and catalog optimization.

Persona-Based Use Cases

Sales Cloud V2:

Combine emails, chats, and sales data for rich insights
Generate dynamic content for effective sales outreach
Quick, trustworthy answers and efficient interaction summaries
Personalized prospecting emails and targeted follow-up actions

Service Cloud V2:

Streamline case management and service responses
Auto-generate knowledge base content
Leverage smart scheduling and notifications for efficient service delivery

Commerce Cloud:

Enrich product content and images with AI
Automate catalog descriptions and visual searching
Drive engagement through AI-powered blog and social posts

Custom AI Tool API Support

The SAP CX AI Toolkit also empowers developers with Custom AI Tool API Support—a set of Application Programming Interfaces (APIs) that enable seamless integration of advanced, tailor-made Artificial Intelligence solutions within external applications. This means organizations can extend AI-driven outcomes to new business scenarios, connecting their unique workflows and data landscapes with the intelligence of SAP CX AI Toolkit agents.

Smarter Customer Engagement with AI Agents

SAP CX AI Toolkit features AI agents—Shopping Agent and Digital Service Agent—each designed to address distinct phases of the customer journey.

Shopping Agent: Your Digital Sales Associate

The Shopping Agent transforms your commerce storefront by engaging customers through natural language conversations. Acting as a knowledgeable digital associate, it understands everything from specific requests—such as “I need a lightweight rain jacket”—to broader needs like “I’m planning a beach vacation.” The agent instantly provides tailored responses, including details about product features, compatibility, and recommendations.

Configuration is flexible, you can integrate the Shopping Agent directly into your online catalog using SAP CX AI Toolkit, and the agent converses in the customer’s language. Purpose-built for both B2B and B2C scenarios (activated via API configuration), the Shopping Agent proactively interacts with customers, refining product suggestions through relevant follow-up questions and guiding them throughout their shopping experience.

Key Capabilities of the Shopping Agent include:

Helping customers find and compare products using conversational AI.
Understanding and processing complex customer queries through intuitive dialogue.
Integrating seamlessly with your e-commerce storefront via a robust, flexible API.

Knowledge Base Integration:
The Shopping Agent can process unstructured data in varied formats as part of its knowledge base. By uploading product manuals, catalogs, or specification documents (PDF, image, text, spreadsheet formats, etc.) to SAP Commerce Cloud, you arm the agent with deep, detailed product knowledge to answer nuanced customer queries.

Digital Service Agent: Intelligent Post-Purchase Support

The Digital Service Agent is designed to deliver top-tier, automated customer support in natural language. Leveraging specific business knowledge sources—configured by your administrator—it answers post-purchase inquiries, resolving common issues and freeing up your service team for escalated cases.

This agent can operate solo or alongside the Shopping Agent, providing unified and continuous support throughout a customer’s lifecycle. For example, after a purchase, a customer with a warranty question interacts with the Digital Service Agent, who pulls relevant information—even translating responses if needed for multilingual scenarios.

Key Capabilities of the Digital Service Agent include:

Operating 24/7 to provide answers using precise business knowledge sources (manuals, FAQs, service tickets).
Handling service-related requests such as checking order status, processing returns, or addressing product issues.
Assisting in both B2B and B2C environments, with API-driven flexibility.

Comparison: Shopping Agent vs. Digital Service Agent

Feature	Shopping Agent (Digital Sales Associate)	Digital Service Agent (Customer Support)
Primary Goal	Drive sales, product discovery, pre-purchase assistance	Resolve service issues, post-purchase customer support
Key Functions	Recommends products; provides features/specs/compatibility info	Answers inquiries (warranties, returns, order status); FAQs
Data Sources	Product catalog & related documents/media	Knowledge base, service tickets, admin-configured sources
Integration	Direct commerce storefront integration	Standalone or in tandem with Shopping Agent
Focus	Product- and sales-oriented	Service- and resolution-oriented

In essence, the Shopping Agent is your digital sales expert, while the Digital Service Agent is your first-responder customer service assistant. Integrated together, they deliver a seamless, unified customer experience across all stages of the journey.

Conclusion
SAP CX AI Toolkit is more than a set of AI tools—it’s an innovation engine for your customer experience strategy. With deep integration, robust security, and persona-driven features, businesses can transform the way data is leveraged to create exceptional customer and employee experiences. Whether accessed via the web app, Chrome extension, or embedded panels, SAP CX AI Toolkit is ready to propel enterprises into the future of AI-powered customer interactions.

Integrate GitHub Copilot with SAP Cloud Application Studio

2025-11-17T08:21:16.388000+01:00

Requirement:
To integrate GitHub Copilot with SAP Cloud Application Studio.

Introduction:
GitHub Copilot integration in Visual Studio Code offers powerful AI assistance for SAP Cloud Application Studio developers working on SAP C4C. It helps transform natural language prompts into ABSL scripts, automates repetitive coding tasks, and enhances logic building with intelligent suggestions. By streamlining development and reducing manual effort, Copilot boosts productivity and supports faster delivery of high-quality solutions.

Benefits of GitHub Copilot in Visual Studio/Cloud Application Studio

Supports complex logic building by offering real-time suggestions for conditional flows, loops, and data manipulations in ABSL.
Boosts productivity by reducing time spent on boilerplate code, allowing developers to focus on business-specific requirements.
Improves accuracy by minimizing syntax errors and offering context-aware completions based on SAP C4C development patterns.
Encourages collaboration by making code easier to understand and maintain, especially for teams working across different modules or geographies.

Sign In with GitHub Account:
STEP 1:
Click on GitHub Copilot -> Open Chat Window to Sign In

STEP 2:
GitHub Copilot login page will be opened. Click on “Sign up for Copilot Free”

STEP 3:
Signup page will be opened. Click on “Create an account”.

STEP 4:
Enter user details and create an account.

STEP 5:
Open SDK and click on “Sign In”

STEP 6:
Click on “Authorize github”

STEP 7:
User can access GitHub copilot now in SAP Cloud Application studio.

Open GitHub Chat:
GitHub copilot can be opened in two ways,

Separate Chat window.
Copilot assistant in script file.

1)Separate chat window.
Click on GitHub Copilot -> Open Chat Window

A copilot chat window will be open separately as shown below.

2)Copilot assistant in script file.
Open script file and click on “Ask Copilot” from the menu option

Copilot chat option will be opened inside the script file.

Start Typing with Comments or Partial Code:
CASE 1: ABSL Scripting Assistance
Copilot helps generate ABSL (Advanced Business Scripting Language) code by interpreting natural language prompts. Whether you're writing BeforeSave, AfterModify, or ValidationOnSave scripts, Copilot can suggest logic structures, syntax, and even error handling patterns, reducing development time and minimizing syntax errors.
Example:

Prompt: “write code to raise an error message, if the email ID is testmail@gmail.com”

Prompt response:

CASE 2 : Review and refine code
If you're working with legacy or repetitive code, Copilot can help refactor loops, simplify conditions, and remove redundancy. It acts like a virtual reviewer, offering cleaner alternatives and improving overall code quality.
Example:

Prompt:” Identify the lines of code which has dump issues and fix it.”

In below screen shot Copilot Identified the inconsistent lines in red and provided fix/suggestions in green color.

Prompt response:

CASE 3: To Explain the code
GitHub Copilot uses AI to understand the context of your code and comments, offering real-time suggestions and explanations. It would help the developers in understanding the code quickly, there by saving the time and efforts for analysis.
Example:

Prompt: Explain me the selected lines of code

Prompt response:

Prompt: Explain me the code in the script file

Prompt response:

CASE 4: Basic syntax generation
GitHub Copilot can help developers working in SAP Cloud Application Studio by generating basic ABSL (Advanced Business Scripting Language) syntax. It understands the context of business objects and actions, offering ready-to-use code snippets like variable declarations, loops, and conditional statements. This accelerates development and reduces errors, especially for those new to ABSL.

Conclusion:
Using GitHub Copilot in SAP C4C development streamlines coding by offering intelligent suggestions tailored to the platform’s scripting and extension needs. It boosts developer productivity by reducing repetitive tasks and helping maintain clean, consistent code. Copilot also serves as a valuable learning aid for those new to SAP C4C, guiding them through SDK usage and integration patterns.

Case Management: Case Hierarchy (Main Cases and Sub-Cases)

2025-11-22T19:36:32.954000+01:00

Introduction:

In modern case management systems, efficient organization of information is essential for delivering fast and accurate resolutions. Businesses today deal with increasingly complex service requests, operational tasks, and customer interactions. To manage this complexity, leading organizations rely on a hierarchical case structure consisting of main cases and sub-cases. This model provides clarity, accountability, and scalability, enabling teams to divide work intelligently without losing the connection to the bigger picture. With a clear case hierarchy, companies can accelerate issue resolution, improve customer satisfaction, and create a more predictable service operation.

Imagine a customer reports a serious issue that touches multiple departments—support needs to investigate, field service must schedule a visit, and billing has to verify an error. Handling everything under one case would quickly become messy. That’s where case hierarchy shines. A main case captures the overall problem, while sub-cases help each team manage their part of the work independently, yet still stay tied to the larger story.

Configuration:

In SAP Service Cloud v2, Case Hierarchy is offered as a separate feature that customers can enable at the case-type level. It also provides flexibility, allowing configuration changes across different case-type versions. At any given time, only one version of a case type can be active.

1. Open a draft case type version in detail view

2. In the General tab, activate the Case Hierarchy feature within the Features Settings section. Once enabled, the Case Hierarchy functionality becomes available for that specific case type.

3. After enabling the feature, a new tab called Relationship Settings becomes available. Navigate to this tab to proceed.

4. Select a cascade completion mechanism for main and subcases. There are three options available for the completion mechanism. The first is None, where the main case and sub-cases can be completed independently. The second option, Don't allow main case completion until all sub-cases are completed, prevents closure of the main case until its sub-cases are finished. The third option, Complete all sub-cases when the main case is completed, automatically closes all sub-cases when the main case is completed. These options are largely self-explanatory.

5. Select the appropriate options based on your requirements, then click Save to apply the changes.

6. Click Activate to activate the case type.

Case Hierarchy in Action:

Hiring a Candidate in an Enterprise Service Management Scenario: Consider the process of hiring a new candidate—a common enterprise workflow that requires coordination across several internal departments. Although it begins as a single request, the end-to-end hiring process consists of multiple activities handled by different teams. This makes it an ideal scenario for using Case Hierarchy with a main case and multiple sub-cases.

When a hiring request is submitted, a main case is created to represent the overall process: onboarding a new employee. This main case captures the core details such as candidate information, job role, joining date, and overall status.

However, completing this process requires contributions from multiple departments:

1. IT Department — IT Setup Sub-Case

The IT team needs to prepare all the necessary resources for the new hire. A sub-case is created to handle tasks such as Laptop allocation and configuration, Email account and system access creation, Software license provisioning and Setting up workstation or remote access. This sub-case is managed independently by IT but remains linked to the main hiring case.

2. Finance Department — Payroll & Compliance Sub-Case

Finance also plays a crucial role in onboarding. Their sub-case may include: Setting up payroll for the new employee, Assigning cost centers or budgeting codes, Compliance checks for compensation and benefits and Approvals related to financial onboarding. Again, these tasks are handled within the Finance sub-case but contribute to completing the overall hiring process.

3. HR Department — HR Onboarding Sub-Case

The HR team completes several onboarding formalities, such as: Gathering and validating documents, Generating the offer letter and appointment contract, Assigning training, onboarding programs, and buddy systems, Ensuring background checks are completed and Capturing employee master data in the HR system. All of these actions are tracked in a dedicated HR sub-case.

Let’s create a case to demonstrate this scenario.

1. Create a new case with the newly activated case type and open the case in detail view.

2. To create a sub-case, click the Create button and select Sub-Case.

3. Once the sub-cases are created, review them in the Sub-Cases section under the Related Entities tab. This tab and section are adaptation-relevant, so they must be added to the screen through Adaptation if they are not already visible.

4. The Sub-Cases section also allows you to link an existing case as a sub-case. Click the Add Subcases button and choose the appropriate case from the value help and click on Apply.

Here, you can enter a search term, press Enter, and then select the desired case from the list.

Alternatively, click the value help icon to open the case list modal and choose the required case.

Click Apply to link the selected case as a sub-case.

It will then be displayed instantly in the related entities sub-cases section.

Use the Full Screen button to enlarge the section for better viewing.

Hover over the case card to reveal the Remove button, then click it to delink the sub-case.

For the current case type version, the completion mechanism “Don’t allow main case completion until all sub-cases are completed” is selected. This prevents the main case from being completed until all its sub-cases are resolved. If attempted to complete the main case before completing the sub-cases, a validation message is displayed.

The system will enforce the configured completion mechanism accordingly.

The hierarchy supports only one level, meaning a parent case can have sub-cases, but a sub-case cannot have its own sub-cases.

Summary:

Case Hierarchy in modern case management systems provides a structured way to manage complex processes by linking a main case with one or more sub-cases. This approach enables organizations to break down large tasks into manageable units while maintaining visibility and control over the overall workflow.

Key points:

Feature Enablement: In SAP Service Cloud v2, Case Hierarchy is a separate feature that must be enabled at the case-type level and can be configured differently across case-type versions. At any given time, only one version of a case type can be active.
Hierarchy Structure: A main case can have multiple sub-cases, but sub-cases cannot have further child cases, supporting a single-level hierarchy.
Completion Mechanism: The system supports configurable completion rules, such as allowing independent closure of main and sub-cases, preventing main case completion until sub-cases are finished, or automatically completing all sub-cases when the main case is closed.
Operational Flow: Sub-cases can be created directly or linked from existing cases. Departments like HR, IT, Finance, Facilities, Security, and, if relevant, Travel Desk (for relocations) typically manage the sub-cases, each handling specialized tasks while contributing to the main case’s resolution.
Benefits: Case Hierarchy enhances collaboration across departments, ensures accountability, improves tracking, and provides a clear view of progress at both sub-case and main case levels.

In essence, Case Hierarchy simplifies complex business processes by structuring work into related cases, ensuring that each task is efficiently tracked and managed while maintaining alignment with the overall objective.

Your Path to SAP Sales & Service Cloud V2 Starts Here: Understanding the DTT

2025-12-03T15:26:45.041000+01:00

Your Path to SAP Sales & Service Cloud V2 Starts Here: Understanding the DTT

Introduction to the Data Transfer Tool (DTT)

In this blog post, I would like to introduce you to the Data Transfer Tool (DTT) in the SAP Sales & Service Cloud.
Before we dive into the tool itself, let’s take a look at the steps and prerequisites required to enable and use the DTT successfully.

Prerequisites & Activation of the Data Transfer Tool

Step 1: Create an Incident

Open an incident in SAP for Me with the appropriate component “LOD-LE-MIG-CNS”.
Important: You need to have a V2 system that is connected to your SAP Sales & Service Cloud V1 system for the transition. Both systems must be referenced in the incident.

Step 2: Enable the Tool for Administrators

Once the Data Transfer Tool has been approved, you need to enable it for your administrators or colleagues performing the transition.
Go to the Administration Settings in your V1 system and enable the “Transition” Work Center for the relevant business role.

Step 3: End User Access

After the role assignment, end users will see the Transition Work Center and gain access to the Data Transfer Tool.

Step 4: Start Working with the DTT

Once everything is set up, you can begin preparing and executing your data migration.

Note #1 – Preparation Is Key

Before performing any migration, it is highly recommended to
review the Help Page of each relevant data object. These pages contain essential information on:

✔ Prerequisites
Example: For Cases/Tickets, the Case Types must be manually created in the V2 system before migration, so they can be mapped correctly.

✔ Restrictions
Example: For Registered Products, the migration of KUT fields is currently not supported.

✔ Data Sequences
Example: For Leads, activities and master data (such as Business Partners) must be migrated first.

Tip: Create a Migration Activity Plan to keep track
of dependencies, required sequences, and task responsibilities.

User Interface Overview of the Data Transfer Tool

The DTT interface provides several columns and sections that help you understand the migration status at a glance.

Column overview (left to right):

Objects – List of all data objects that can be migrated via DTT
More Information – Link to the object-specific Help Page
Existing Instances – Number of records in the V1 system
Triggered By – User who initiated the migration
Triggered On – Timestamp of execution
Sending Instances – Number of records sent
Error Sending Instances – Error messages for failed records
Send Status – Shows status (e.g. Finished when complete)
Received Instances – Number of records received in the V2 system
Delta Mode – Automatically activated after a successful initial migration (shown in green)
Target Tenant – URL of the V2 target system

Dynamic Object Scoping: Extension Fields and Additional Details

Below the object list, additional information may appear depending on the selected object, such as:

Extension Fields (KUT Fields)

Node Name – Location of the field in the data model
Field Name – UI name
Usage Rate – Indicates whether the field is actively used
Owner – e.g. KUT
Transition Ability – Whether the field can be migrated via DTT
Transfer – Selection to include or exclude the field during migration

Transfer History

Listing the last migration executions for the related Data Object

Error Details

Listing the details of migration errors

Document Type Mapping (e.g. for Data object “Case”)

This is the place were you would configure the Case type mapping bevore you are executing the migration of Tickets from SAP Sales and Service Cloud to SAP Sales and Service Cloud V2.

Key Actions in the Upper-Right Section of the DTT

This area contains the main execution functions:

Test Data Transfer – Transfers a single data object including its Business Configuration
Transfer Data – Transfers all data records of the selected object plus its Business Configuration
Transfer BC – Transfers only the Business Configuration
Stop Delta – Deactivates the delta mechanism
Start Post-Processing – Triggers object-specific follow-up processes
Documentation – Access to the latest DTT documentation

Note #2 – Advantages & Limitations of the Data Transfer Tool

Advantages

Business Configuration is transferred
Unlike migration via Data Workbench, the DTT also transfers the related configuration of the data object.

Preserves Object IDs and UUIDs
The DTT keeps the same object IDs from V1, ensuring seamless continuity for integrations and historical references.

Automatic Mapping
Relationships between master data and transactional data remain intact after migration.

Current Limitations

No filtering available
The DTT currently does not support filtering records before migration—everything is transferred.
Limited monitoring capabilities
There is no detailed, record-level monitoring, making it difficult to identify missing or failed data without additional effort.

2025 in Utilities: Highlights, Success Stories, and What’s Next

2025-12-15T09:28:28.944000+01:00

Dear Utilities Community,

Thank You for an Incredible Year!

As 2025 comes to a close, we want to extend our heartfelt gratitude to our amazing utilities community – customers, partners, colleagues, and friends. Your collaboration and commitment have powered innovation, advanced sustainability, and shaped the future of utilities.

To celebrate these achievements, we’ve prepared a special year in review video.

👉Watch it now

Read the edition highlights of our latest newsletter:

SAP Utilities Roadmap for 2026 – Explore upcoming innovations and industry trends.
Customer Success Stories – See how leaders like X-ELIO, CVA, and Zelestra are transforming with SAP Cloud ERP and AI.
Event Insights – Join us in Toulouse for the SAP Energy & Utilities Conference 2026 and the new Innovation Awards.
Latest Solutions & Sessions – From AI-powered asset management to new features in SAP S/4HANA and Service Cloud.

👉Read the full newsletter here
And don’t miss out on future updates! Sign up for our bi-monthly newsletter to stay ahead with insights, success stories, and event news.
👉Subscribe now

Thank you for being part of this journey. Here’s to an innovative and sustainable 2026!

Happy Holidays from all of us at SAP Utilities!

Empowering Teams to Streamline Sales and Service Operations with SAP Build Joule Skills

2025-12-19T07:13:59.913000+01:00

🌟Introduction to SAP Build Joule Skills

In today’s fast-changing business landscape, automation, intelligence, and integration are essential for success. SAP Build Joule Skills bring these elements together to help businesses optimize workflows, streamline project management, and automate repetitive processes like project opportunity creation, quote management, and customer service handling.

By combining SAP Joule’s intelligent automation with SAP’s enterprise-grade solutions, organizations can increase productivity, ensure accuracy, and empower employees to focus on high-value work.

🚨Please refer to the video for better understanding.🚨

🤖What Are SAP Build Joule Skills?

SAP Build Joule Skills are customizable automation capabilities built within the SAP ecosystem. They allow users to create intelligent workflows that respond to business needs — whether it’s creating new sales opportunities, generating quotes, or handling service requests.

✨Key Features of Joule Skills:

Automation: Reduce manual data entry by automating repetitive tasks.
Integration: Connect seamlessly with SAP and non-SAP systems.
Scalability: Create and manage skills that grow with your organization.
User-Friendly: Empower business users with low-code/no-code design tools.

🧠 What Is SAP Build Joule?

SAP Build Joule is part of the SAP Build portfolio — a low-code platform that enables business and IT users to collaboratively design, automate, and innovate processes. Joule brings an AI-powered digital assistant into this ecosystem, helping users perform complex tasks through simple, conversational interactions.

🪄 Key Benefits:

Accelerated automation – Build and deploy workflows faster.
No-code customization – Design automation logic without needing deep technical skills.
AI-driven insights – Use AI to make decisions faster and improve efficiency.

🌟Story:

It was another busy morning at Conva Engineering. Adrian Chase, an account manager, had a full agenda — new project sites to manage and quotes to prepare for contractors working across the site, and a customer issue waiting for resolution.

In the past, this would have meant hours of manual coordination: filling out spreadsheets, sending multiple emails, and ensuring every quote aligned with customer requirements. But since his company adopted SAP Joule, Adrian’s workday looks very different.

He starts his day by opening SAP Joule, the AI-powered assistant integrated within the company’s SAP landscapes.

“Joule, please create a new project.”

Joule instantly responds:

“Sure, please provide the site name, customer, and materials to be quoted.”

Adrian enters the details: the site name “Free Text”, the customer details, and three product codes — 5079, 5080, and 5081.

Within moments, Joule creates the new project opportunity, generates the required quotes for the contractors bidding on the site contract, and organizes all related data within the project opportunity.

Later that morning, when a damaged product report comes in from a client, Adrian simply instructs Joule to raise a credit request.

“A service case has been created and linked to the project,” Joule confirms.

Without opening multiple applications or chasing emails, the issue is automatically routed to customer service with sales order data for processing the credit extracted via AI, ensuring a fast response and complete traceability.

By leveraging SAP Joule, Adrian has transformed what used to be a time-consuming, manual process into an intelligent, automated workflow.

Now, he spends less time managing tasks — and more time building relationships, exploring new opportunities, and driving strategic growth.

🧩 SAP Products That Power Joule Skills

SAP Joule Skills are designed to work seamlessly across multiple SAP solutions, forming a connected ecosystem for business excellence. Here are some key SAP products that enhance and integrate with Joule:

⚙️SAP Build

The foundation for creating Joule Skills.
Allows both business users and developers to design, automate, and test workflows through a low-code environment.

🧾 SAP S/4HANA Cloud

Central to managing projects, quotes, and sales orders.
Joule connects directly with S/4HANA data to fetch customer, product, and pricing details in real time.

💬SAP Sales Cloud

Integrates with Joule to streamline the quote-to-order process.
Ensures sales teams can generate accurate quotes and track opportunities efficiently.

🤝SAP Customer Experience (CX)

Improves collaboration between sales and customer support.
Joule automates ticket creation, credit requests, and case tracking for customer satisfaction.

🧰 SAP Business Technology Platform (BTP)

The underlying infrastructure that connects all SAP solutions.
Ensures secure, scalable, and high-performance integration between Joule Skills and enterprise systems.

💼Use Case: Project Opportunity & Quote Creation

Let’s look at a real-world example featuring Adrian Chase, a sales professional who uses SAP Joule to manage project opportunities, quotes, and service requests seamlessly.

Step 1: Create a New Project

Arian launches the Joule app from his workspace and starts a new project. Joule asks for key information such as the site name, customer details, and materials to be quoted.

Step 2:Create Opportunity

Opportunity created in Sales Cloud V2.

The Same Opportunity is replicated to S4HANA public cloud as an Project

S4HANA Customer Project replication from V2 Sales Opportunity

Step 3: Create a Quote and Associate It with the Existing Opportunity

Every quote created is associated with an existing opportunity

Step 4: Handle Service Requests

Arian needs to issue a credit for a damaged product.

Case created is associated with an existing opportunity

Final

Video

🚀Why Joule Skills Matter for Businesses

1. Time Efficiency

Automate manual processes like project setup, quote generation, and service requests to save time.

2. Accuracy & Data Consistency

Reduce errors through system-driven data capture and validation.

3. Improved Collaboration

Connect sales, service, and operations teams through unified data flows.

4. Scalable Innovation

Quickly adapt Joule Skills to handle new business needs without complex development.

5. AI-Powered Productivity

Leverage SAP Joule’s conversational AI to guide employees through complex workflows.

🌈Conclusion

SAP Build Joule Skills empower organizations to automate end-to-end workflows, from project creation to customer service handling. When combined with SAP Build, SAP S/4HANA, Sales Cloud, and CX, Joule becomes a central intelligence hub that drives efficiency, consistency, and growth.

By integrating your business processes into Joule Skills, you can:

Reduce operational overhead,
Enhance customer satisfaction, and
Enable teams to focus on strategic goals.

💡Start building your Joule Skills today — and transform the way your business works with the power of SAP!

SAP Service Cloud -Year 2025 in Review

2025-12-19T13:30:31.325000+01:00

Reflecting on 2025: celebrating AI-first innovations and customer success

Customer service has always been a balancing act between delivering great experiences and managing the cost to serve. Today, AI is transforming this balance by automating routine tasks, empowering service teams with deeper insights and guided flows and helping organizations elevate customer satisfaction. It’s an exciting moment for the industry, and for SAP Service Cloud.

Looking back, 2025 stands out as a year marked by significant customer go-lives and steady adoption of AI enhanced capabilities. Through their work, our customers are reshaping the future of customer service, and we are privileged to support them on this journey. Döhler is a strong example of a customer leveraging SAP CX and multiple AI capabilities across the organization to drive both customer value and operational efficiency. Also Eurogast is another widely adopting SAP CX to improve customer service and deliver what they call “handshake quality”.

Advancing SAP Service Cloud with an AI-first strategy

Our AI-first strategy continued to be a key pillar for SAP Service Cloud development, with a focus on embedding AI capabilities across the service journey. The latest AI capabilities automate service operations, simplify case management and provide service reps with actionable insights.

Recent innovations such as business information extraction and duplicate detection streamline agents’ work during case handling by reducing manual data entry, preventing duplicate records, and minimizing errors. The automatic linking of business documents to cases enables automatic initiation of actions that can be performed.

SAP Service Cloud AI Duplicate detection

Account synopsis and visual insights like sentiment trends and the sentiment graph give agents an immediate understanding of a customer's situation and emotional tone, enabling them to respond more quickly and provide more informed, empathetic service.

Once a case is closed, the resolution summary offers service teams a structured view of the resolution steps, key metrics, and customer satisfaction. This helps teams learn from completed cases and continuously improve service quality.

New AI innovations are being developed at an accelerated pace, and new features often emerge even before the ink is dry—so stay tuned for more updates on what’s coming next.

AI agents that scale service operations

The future of customer service will be shaped by AI agents and human agents working seamlessly together. In 2025, we continued to advance this vision by expanding our portfolio of AI agents that accelerate issue resolution and reduce the overall cost to serve, while enhancing the experience for both customers and service teams.

The Case Categorization Agent automatically analyzes incoming tickets and assigns them to the right teams based on learned patterns and best practices. This ensures consistent case handling, reduces the manual effort spent on triage, and allows service experts to focus on the issues where they have the deepest expertise and can deliver the most value.
See how Bosch is accelerating ticket management with SAP Service Cloud and Case Categorization agent.

The Utilities Customer Self-Service Agent supports utilities providers by giving customers easy access to common service features and product offerings through a human-like, conversational experience. By handling high-volume inquiries across multiple channels, it significantly reduces operational costs while maintaining the level of service quality customers expect from human agents. The agent is delivered as an API-only offering, allowing utilities companies to integrate it into a wide range of frontend applications.

The Q&A Agent autonomously processes and answers customer questions using existing enterprise data. It interprets natural-language questions, identifies intent, and responds with accurate information drawn from predefined data sources such as knowledge bases, historical tickets, or case records. Administrators can configure specific question types and ensure the agent delivers reliable, contextual answers that reduce the workload on human agents.

Together, these AI agents help service organizations scale more effectively, maintain service levels during peak periods, and free human agents to focus on complex or sensitive interactions that require deeper expertise and empathy. See a video of the AI agents in action.

More AI agent innovations are already in development, and you can expect additional industry-specific and cross-process agents to be introduced throughout the year.

AI innovations in SAP Service Cloud

Accelerating issue to resolution process with enhanced Case Management

We continue to receive excellent customer feedback on our guided resolution process, which helps service teams navigate cases more efficiently and consistently. In 2025, we expanded the capabilities with several new features that simplify ticket handling and further accelerate resolution.

Improve case categorization with business information extraction

Building on our AI capabilities, case categorization is now more accurate and automated. Business information extraction helps identify key details within case content, improving categorization quality and reducing the manual effort required during initial triage.

Automate follow-up processes with action steps

A new action step allows service teams to trigger the next step in a process—whether it occurs inside SAP Service Cloud or in an external system. Internally, action steps can automate the creation of follow-up items such as subcases or service orders. Externally, action steps can invoke an external hook to call another system directly from the case flow. This brings greater automation and ensures follow-up processes happen consistently and on time.

Focus on what matters most with personalized KPI cards
Service teams can now tailor KPI cards on the home page to surface the metrics most relevant to their daily work. With visualizations such as bar charts, donut charts, and other formats, agents gain clearer insight into priorities, backlog trends, and workload distribution.

SAP Service Cloud KPI cards

Empowering agents with a more connected and insightful workspace

For service teams, it is essential that agents have all relevant information at their fingertips and can efficiently handle customer inquiries across any channel. In 2025, we introduced several enhancements to the Agent Desktop that strengthen omnichannel support and streamline the way agents respond to customer needs.

Amazon Connect chatbot integration
To strengthen self-service capabilities, SAP Service Cloud now integrates with Amazon Connect chatbots. Customers can resolve common inquiries through conversational self-service before ever reaching an agent, reducing wait times and lowering operational effort. When a handover to a human agent is needed, the Agent Desktop provides full chatbot context, allowing agents to pick up the conversation seamlessly without requiring customers to repeat information. This creates a smoother, more efficient experience for both customers and service teams.

Letter interactions
Despite increasing digitalization, letters remain an important communication channel in many industries. Agents can now manage letter-based communications directly within the Agent Desktop, ensuring formal correspondence is handled as seamlessly as digital interactions. With the integration of OpenText Document Presentment Service, agents can quickly create outbound letters using automatically prepopulated fields and brand-aligned templates.

Keep agents informed
Customer Hub provides service agents with the information they need to deliver personalized and efficient experiences. We have added several enhancements to further improve usability and quick access to relevant information. Internal alerts are one example: they notify service reps about payment issues, escalations, or other important customer updates.

End to end issue resolution made easier

We have enhanced our integration with SAP S/4HANA in many ways, improving visibility and information flow across systems. Wit the recent customer returns integration you can capture the customer return orders and replicate to SAP S/4HANA for further processing, ensuring transparency throughout the process. We have further improved the Service Order integration for a more streamlined inhouse repair process.

The direct integration with SAP Field Service Management streamlines issue resolution from the first contact all the way to scheduling and the onsite fix, helping teams coordinate more effectively and increase first time fix.

We have also enabled URL mashups in case management and service order, making it easier to connect SAP Service Cloud with any systems and processes needed for successful service delivery.

Strengthening service capabilities for utilities providers

This year, we introduced a new GenAI-powered Utilities Insights scenario that helps service agents quickly understand key consumption trends for a premise. With AI-generated summaries of consumption graphs, agents can immediately identify usage fluctuations, anomalies, and important patterns—supporting more informed conversations and faster issue resolution for utilities customers.

Beyond AI insights, we also delivered several enhancements that give utilities agents deeper visibility into operational and account-related conditions. Agents can now easily see when a premise is disconnected and, where applicable, initiate a reconnection of AMI meters directly from SAP Service Cloud through seamless integration with SAP S/4HANA. We also added clearer visibility into contract account blocks and contract blocks and locks, enabling agents to understand any restrictions on billing or service processes without switching views.

To simplify navigation and accelerate access to the right information, Utilities Entities are now presented in a hierarchical structure—collective contract account, contract account, premise, and contract—allowing agents to understand customer context at a glance.

Shaping customer service for next year and the years ahead

As we look ahead, the future of customer service will be shaped by human agents and AI agents working seamlessly together. AI will increasingly handle routine tasks, surface insights, and guide service flows, while human experts focus on the complex, empathetic interactions that truly build customer trust. We are excited to continue advancing SAP Service Cloud in this direction, working closely with our customers and partners to deliver innovations that enhance service operations, improve customer experiences, and empower teams to do their best work. Together, we are shaping a new era of intelligent, connected customer service.

SAP Service Cloud release highlights Q4/2025

2026-01-15T14:24:42.140000+01:00

What is new in SAP Service Cloud?

Explore a selection of our new features in this blog post and join our webcasts for live demos and deeper insights SAP Service Cloud Version 2 updates.

Register for our Q4 2025 customer webcast: https://event.on24.com/wcc/r/5190303/34D941B16A9727E33187B9FA4DB3DEF7

Read the SAP CX release highlights blog here

As we begin 2026, let’s take a look at the capabilities delivered over the past months and how they improve service efficiency and drive customer satisfaction.

AI agent innovations: Faster self-service with intelligent assistance

Let’s start by taking a look at the new AI agents available for customer service. As customer service continues to evolve toward closer collaboration between AI and human agents, we are expanding our AI agent portfolio. Our latest AI agent innovations help customers resolve issues faster through self-service while reducing manual effort for service teams.

Digital Service Agent

The Digital Service Agent provides AI-driven, conversational support that helps customers resolve questions quickly through self-service channels using relevant, knowledge-based responses. It reduces customer effort by delivering instant, informed assistance and seamlessly hands over to human agents when needed. By handling routine and high-volume inquiries, the agent helps lower support costs and allows service teams to focus on more complex customer needs.

The Utilities Customer Self Service Agent

The Utilities Customer Self-Service Agent supports utilities providers by giving customers easy access to common service features and product offerings through a human-like, conversational experience. By handling high-volume inquiries across multiple channels, it reduces operational costs while maintaining the level of service quality customers expect from human agents. The agent is delivered as an API-only offering, allowing utilities companies to integrate it into a wide range of frontend applications.

SAP Service Cloud innovations in Q4: Productivity, visibility, and smarter service workflows

Simplify agent workflows with WalkMe in-app guidance

WalkMe, an AI-powered digital adoption platform, is now integrated into SAP Service Cloud to provide intuitive, in-app guidance for service agents. With WalkMe, teams can create step-by-step walkthroughs and contextual tips directly within the application. This simplifies the agent experience, accelerates onboarding, and provides visibility into where agents encounter friction—helping organizations continuously optimize their service processes.

Case Management: Create visits directly from a case

Based on customer feedback, we have added the ability to create a follow-up visit directly from a case. This enhancement eliminates manual steps and improves workflow efficiency, helping teams schedule and manage onsite visits more easily and ensure seamless handoffs throughout the service process.

Case Management: Customize KPI cards on Homepage for more efficient case handling

Service teams can now tailor KPI cards on the home page to surface the metrics most relevant to their daily work. With visualizations such as bar charts, donut charts, and other formats, agents gain clearer visibility into priorities and workload distribution, helping them quickly identify where attention is needed.

Customer timeline: Add external business events directly in the timeline

You can now add and display business events from external systems directly in the customer timeline. These events appear alongside emails, interactions, and notes in the standard application, giving service teams a more complete view of relevant activities without switching between applications.

Recent items: Quickly access frequently used objects

Based on customer feedback, we have introduced the Recent items feature to help service agents save time in their daily work. Agents can now access their most recently used objects directly from the application menu, from any page within SAP Service Cloud. This makes it easy to return to ongoing tasks or recently viewed records—even after a page refresh—reducing navigation effort and improving efficiency during day-to-day service activities.

Utilities: Gain rapid insights with Generative AI summaries for consumption data

We introduced a new gen AI scenario for Utilities Insights that enables service agents to quickly understand key consumption trends for a premise. With AI-generated summaries of consumption graphs, agents can immediately identify usage fluctuations, anomalies, and important patterns—supporting more informed conversations and faster resolution for utilities customers.
New Generative AI Scenario: Utilities Insights | SAP Help Portal

In addition to AI insights, several new features now give utilities agents improved visibility into operational and account-related conditions. Agents can easily see when a premise is disconnected and, where applicable, initiate a reconnection of AMI meters directly from SAP Service Cloud, leveraging seamless integration with SAP S/4HANA.

We have also added clear visibility into contract account locks and contract locks and blocks, helping agents understand any restrictions on billing or service processes right from the contract account view. These enhancements help agents stay better informed and support faster, more confident decision-making during customer interactions.

More information

For more details on the above release features, check out the following resources:

SAP Service Cloud V2 What’s New

Please share your feedback in a comment and follow our SAP Sales and Service Cloud topic page to connect with the community!

Enhancing Customer Data Accuracy with SAP DQM Address Validation in CX Sales and Service Cloud V2

2026-02-02T06:29:43.494000+01:00

Why Address Quality Matters in Customer Experience

In today’s customer-centric world, accurate address data is far more than a backend requirement — it directly impacts customer satisfaction, operational efficiency, and compliance. Invalid or inconsistent addresses lead to failed deliveries, delayed services, poor agent productivity, and frustrated customers.

With SAP CX Service Cloud V2, organizations can significantly improve data quality by integrating SAP Data Quality Management (DQM) – Address Validation Service, ensuring that customer addresses are accurate, standardized, and validated in real time.

What is SAP DQM – Address Validation?

SAP DQM Address Validation is a cloud-based service that helps organizations:

Validate postal addresses in real time
Standardize address formats based on country-specific rules
Enrich address data with missing components
Reduce duplicates and incorrect records

The service supports global address validation across multiple countries, making it ideal for enterprises operating at scale.

Why Integrate DQM with CX Service Cloud V2?

CX Service Cloud V2 acts as the single source of truth for customer interactions. Ensuring clean address data at this layer brings several benefits:

Key Business Benefits

🚀Faster case handling with fewer address-related corrections
📦Reduced delivery failures and service disruptions
😊Improved customer trust and experience
📊Better reporting, analytics, and segmentation

Key Technical Benefits

Real-time validation during data entry
API-based integration aligned with SAP BTP standards
Reusable validation logic across multiple CX touchpoints

Prerequisites

Before enabling the DQM service, ensure the following are in place:

SAP BTP account (Cloud Foundry environment)
Entitlement to SAP Data Quality Management, microservices for location data
CX Service Cloud V2 tenant
Basic understanding of SAP BTP Destinations and API consumption
SAP Build Apps

Enable DQM Service in SAP BTP

Navigate to SAP BTP Cockpit
Go to Entitlements → Entity Assignments
Add entitlement for SAP Data Quality Management
Create a Service Instance for Address Validation

Configure Authentication & Access

DQM services are secured using OAuth 2.0:

Create a Service Key for the DQM instance
Capture:
- Client ID
- Client Secret
- Token URL
- API endpoint

These credentials are used by CX extensions or middleware to securely call the DQM API.

Create Destination in SAP BTP

Create an HTTP destination to consume the DQM service:

Authentication Type: OAuth2ClientCredentials
Token Service URL: From service key
Client ID / Secret: From service key
Target URL: DQM Address Validation endpoint

This destination enables secure and reusable connectivity from:

SAP Build Apps
SAP Build Process Automation
Custom CX extensions

Similarly create for SAP Service Cloud V2

Create SAP Build Apps Project

Open SAP Build Apps
Create a new project (Web or Responsive App)
Choose Blank App or Master-Detail template
Name it: CX_Address_Validation_App
Design your site as per you requirement

Create Mashup in CX Service Cloud V2

Log in to CX Service Cloud V2
Navigate to:
Administrator → Mashup Authoring
Click New Mashup
Provide:
- Name: Address Validation – DQM
- Type: URL Mashup
- URL: Build Apps deployed URL

✔ Save the mashup.

Embedded Mashup in Account - CX Service Cloud V2

For a detailed walkthrough of the functionality, please refer to the video.
It showcases the embedded address validation experience in CX Service Cloud V2.

Release Navigator for Customer Experience – Q1 2026 Update

2026-02-03T13:42:11.577000+01:00

Hello CX Community!

As we begin another year of innovation across the Customer Experience (CX) portfolio, we are excited to share that the release navigator for Customer Experience is now complete for Q1 2026.

With every new release, a wide range of information, documentation, and resources are updated and made available for you to review. Our goal is to provide timely enablement to help users get ready for the latest release cycle.

Tool Overview

If you are not yet familiar with the release navigator for Customer Experience, it is a resource provided by SAP Enterprise Support designed to offer the following:

A central repository for current product information

A unified access point for all customer experience release materials, including documentation, blogs, webinars, schedules, e-learnings and newsletters

Streamlined access to release details across SAP solutions through additional release navigators

Content Insights

Q1 brings updated release information across SAP Sales Cloud, SAP Service Cloud, SAP Engagement Cloud previously known as SAP Emarsys, and SAP Marketing Cloud. Products following a continuous delivery model: SAP Sales & Service Cloud Version 2 and SAP Commerce Cloud also feature updated Q4 recap content.

Several important updates have been introduced in this quarter’s release navigator.

New Release Blog Posts for SAP Sales & Service Cloud Version 2

New release blog posts are available for SAP Sales and SAP Service Cloud Version 2. These blogs provide a concise summary of the most significant enhancements delivered each quarter. They are designed to give teams a quick and comprehensive overview of the latest updates.

Enhancements to the General Page

The General page within the release navigator has been expanded to include new content. Notably, the SAP Enterprise Support Academy and the CX webcast page have been added, offering users enhanced access to educational resources and support materials directly through the navigator.

Changes to SAP Marketing Cloud

Release webcasts for SAP Marketing Cloud will be discontinued as this product is in the process of being retired. Despite this change, SAP remains committed to supporting customers during the transition period by continuing to provide minor enhancement updates.

New content on SAP Commerce Cloud

We enhance the already packed SAP Commerce Cloud product page with additional items like: the Storefront Maturity Assesment , which offers actionable recommendations and evaluates readiness to shift from Accelerator to a headless storefront, a video with insights on future commerce transformation with Agentic AI.

The SAP Engagement Cloud (SAP Emarsys) Q1 2026 release content will be available as usual on the release day, February 19.

Innovation Schedule

Following the established rhythm from previous years, the release navigator will continue to release content updates quarterly ahead of the planned CX product releases in February, May, August, and November. This ensures you always have the latest information at your fingertips to keep projects running smoothly.

In addition, new user- experience updates will follow a single annual update cycle, delivered in August along with the Q3 content update. This approach supports a stable and predictable evolution of the platform’s look and feel.

Informational Timeline:

Disclaimer: These dates are for informational purposes only and may change. The Readiness@Scale team has the final decision over any UX modifications.

Connect with Us

Your feedback is essential to shaping future improvements to the release navigator. We invite you to:

Complete our feedback survey
Share ideas or requests in the comments section
Learn more about the Readiness@Scale team
Explore additional content

Thank you for your continued engagement and support.

Best Run,
Readiness@Scale

SAP Enterprise Support

SAP Community - SAP Service Cloud

Case Management in SAP Service Cloud Version 2 vs. Ticket Management in SAP Cloud for Customer

Case Management: Preconditions in Case Flow Steps

Prerequisite:

Introduction:

Examples:

1) Triggering Feedback Loop:

2) Approval in Refund Cases:

3) Creating Service Order:

Configuration:

Preconditions in Action for Different Step Types:

To-Do Step:

Input Step:

Approval Step:

Feedback Step:

Action Step:

Assignment Step:

Conclusion:

Print Form Adaptation with Adobe LiveCycle Designer Overview - Onboarding, Blogs and Live Sessions

Intro

Live Sessions

List of Print Form Blogs

Onboarding Video

Bet on exceptional service -unlock the winning formula in Las Vegas 2025

SAP Sales Cloud and SAP Service Cloud V2 Q3 2025 Release Highlights

What is new in SAP Sales Cloud and SAP Service Cloud version 2?

Register for our Q3 2025 customer webcasts

What is new in SAP Sales Cloud V2

What is new in SAP Service Cloud

More information

Attending SAP Connect? Get all the information you need on moving to Version 2 and ESM

Data Transfer Tool

Data Transfer Tool

How to get access to this feature?

Pre-requisites for Data Transfer

General Steps:

Data Transfer and Monitoring Options

Object-Wise Details:

1. Organizational Units

2. Business Partners

3. Business Partner Relationships

4. Identities

5. Sales Territory

6. Product Category Hierarchies

7. Materials

8. Competitor Products

9. Installation Point/Registered Product

10. Registered Product

11. Installed Base

12. Warranty

13. Activities

a. Appointments

b. Chats

c. Emails

d. Phone Calls

e. Tasks

14. Opportunities

15. Leads

16. Sales Quotes

17. Tickets

18. Communication Systems

Extension Fields

Supported KUT Data Types

Non- Supported KUT Data Types

Integration Scenarios

General Points:

AI-Powered Dispute Management with SAP Enterprise Service Management (ESM) and S/4HANA Cloud

What is SAP S/4HANA Dispute Management?

Role of Enterprise Service Management (ESM)

Quick summary of the flow

Prerequisites

End-to-End Process Flow

2. Case Creation

3. Information Extraction

4. Lookup Receivable Items

5. Create Dispute in SAP S/4HANA

6. Case Tracking & Resolution

Business Value of SAP S/4HANA + ESM Integration

Conclusion

Accelerating Service Excellence: AI-Powered Supplier Booking in SAP Service Cloud V2

What is new in SAP Sales Cloud V2