
SAP Enterprise Service Management (ESM) has introduced several new features in 2024, enhancing its capabilities across various areas:
The below existing blog explains the features of SAP Enterprise Service Management. You can read it (https://community.sap.com/t5/crm-and-cx-blogs-by-members/sap-enterprise-service-management/ba-p/1357...).
1. Global Search and Timeline View: The new global search functionality allows users to search for any entity in the system by keyword or ID, and the timeline view offers a 360-degree perspective of business processes, enabling quick actions and insights without leaving the timeline.
2. Service Catalog Management and Document Extraction: Users can configure multiple service catalogs and leverage document extraction to capture critical information from attached documents like invoices
3. Finance and Supplier Management: The finance module facilitates invoice inquiries and payment advice, while supplier management allows for creating and managing business entities representing suppliers
4. Extensibility and Adaptable UI: The platform supports the extension of the standard data model with custom fields, layout adjustments, and custom actions. The user interface can be tailored to match specific business processes.
5. Microsoft Teams Integration and Analytics: Integration with Microsoft Teams enhances collaboration, and embedded analytics through SAP Analytics Cloud provides comprehensive reporting and insights.
6. Enhanced Service Life-cycle Management: SAP's focus on service life-cycle management integrates customer support, service planning, field service, and warranty management. This integration leverages predictive analytics and IoT for proactive maintenance and efficient service delivery
7. Entity Extraction for Payment Advice and Invoices: New features for payment advice and invoice processing include entity and document extraction from emails, automating the creation of cases, and integration with SAP S/4HANA for transaction processing.
This blog explains the new features recently released:https://community.sap.com/t5/crm-and-cx-blogs-by-members/sap-enterprise-service-management/ba-p/1357...
1. Self Service Form
2. Forms
3. SAP AI functionalities
1.Self Service Form
Self-Service allows your internal customers to create and review their own cases, facilitating communication with support agents.
As an administrator, you can embed the self-service widget into your employee portal. The case list and case creation controls enable employees in your organization to create new cases, view details of existing cases, and communicate with agents. When creating new cases, employees can also input additional data through forms.
Currently, the self-service widget is compatible with SAP Build Work Zone. Integration with other portals, such as Microsoft SharePoint, may also be possible with additional iframe configuration, which is beyond the scope of this guide.
You can Embed Self-Service in Your Employee Portal
Note :Ensure that your administrator user is assigned access to the Self-Service view with the app: sap.crm.selfserviceservice.uiapp.selfService.
You can observe that the left-side menu bar is not available for the self-service portal.
2. Forms
Use forms to capture information about cases and validate or send data to external systems.
As an administrator, you can create custom forms and versions for case data entry. If you've enabled forms for a specific case type, the Forms tab will be available in the case detail view. You can set conditions to make specific form fields required, read-only, or hidden.
Save, Reset, and Cancel are the default buttons on the form. Custom form buttons can be used to send, submit, or check data on a form by calling an API on an external system.
Form appearance and layout
Form Preview : You can invoke an API with these buttons.
Form Integration:
3. Generative AI
To ensure privacy in Generative AI scenarios, you can utilize the Generative AI: Custom Processing Personally Identifiable Information template to check and remove Personally Identifiable Information (PII).
Use the pre-delivered Custom Code Extensions for Generative AI Scenarios communication configuration template, along with the synchronous HTTP data outbound communication configuration Generative AI: Custom Processing Personally Identifiable Information to enable this capability.
This configuration is designed to replace PII data in response text with unique tags and generate a dictionary mapping these tags to PII data values. The mapping can then be used to associate the data back in the model response, providing users with responses containing PII contextual data.
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