SAP Enterprise Service Management

Efficient service delivery helps organisations drive down costs, improve productivity, and break down information silos.
A case flow for SAP Enterprise Service Management

What is SAP Enterprise Service Management?

SAP Enterprise Service Management is an omnichannel, unified approach to service delivery. It provides AI-powered customer inquiry and case management for efficient user engagements and resolutions.

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AI enabled SAP Enterprise Service Management removes complexity from resolution processes—delivering efficient, unified service across the enterprise by:

  • Breaking down organisational silos with connected, AI-assisted inquiry flows.

  • Resolving inquiries faster on any channel with AI-powered instant answers.

  • Responding quickly to changing business needs and service trends with autonomous monitoring and improvement.

  • Unifying service delivery across the enterprise.

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Sales and Service Innovation Spotlight

Learn about the latest AI functionality and product capabilities in our webcast.

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Key benefits

Centralise service delivery

Drive efficiency—from inquiry to resolution. Easily execute scenarios by configuring inquiry and case management from a single desktop for service agents.

Add flexibility with AI-assisted automation

Deliver instant answers and guided resolutions across self‑service and assisted service, with AI providing guidance, recommendations, and automation at every step.

Integrated and ready to use

Deploy at scale with preconfigured content packages and integration with cloud solutions from SAP such as SAP Cloud ERP and SAP SuccessFactors.

Key features

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AI-powered inquiry management

  • Deliver 24/7 AI-guided self-service to maximise case deflection.

  • Equip service representatives with an AI-driven, omnichannel workspace that unifies experiences and drives contextual automation.

  • Enable quick resolutions with AI-assisted process automation at every step.

AI-assisted case management

  • Engage AI from case creation through resolution to autonomously support service representatives with guided processes and recommendations.

  • Connect enterprise systems with ease using preconfigured content packages that drive rapid ROI.

  • Accelerate resolutions with AI to provide an intuitive, process-led experience.

Continuous insights and improvement

  • Enable service leaders and managers with AI-powered predictive insights and trends to drive high-value operational excellence every day.

  • Break down siloes with continuous process monitoring and AI-enabled recommendations that optimise business flows and processes.

  • Reduce friction throughout the inquiry-to-resolution journey with instant KPI-focused guidance and recommendations.

HR service delivery

  • Centralise 24/7 HR service management with AI-powered self-service that provides instant guidance and deflects cases automatically.

  • Accelerate case resolution with AI-driven workflows, intelligent recommendations, and automated case handling.

  • Speed time to value with preconfigured HR scenarios, native SAP Success Factors Employee Central integration, and IT-free low-code tools.

Financial shared services

  • Automate the processing of financial service inquiries and ensure accuracy with AI assistants and intelligent business document extraction.

  • Resolve AI-enabled accounts receivable inquiries quickly from a central workspace to support predictable cash flow.

  • Deploy rapidly with preconfigured integrations with SAP S/4HANA Finance.

 

Pricing

SAP Enterprise Service Management

Features:

SAP Enterprise Service Management can help you manage service requests across all channels with the help of AI, while also improving efficiency, removing complexities, and reducing cost, from inquiry to resolution.

Metric:

This edition is measured in blocks of 1,000 transactions.

Benefits include:

A unified workplace with connected data and processes

Interaction timelines for employees, suppliers, and distributors

AI-driven automation, workflows, and recommendations

Seamless process automation

Self-service case creation

Price upon request:

Pricing structure and contract duration details are available on request.

monthly price
AUD 154.00
  • In blocks of 1000 Transactions per month
  • Contract duration available upon request
  • Auto-renewal
    • See all pricing details
Terms and conditions

Features:

SAP Enterprise Service Management can help you manage service requests across all channels with the help of AI, while also improving efficiency, removing complexities, and reducing cost, from inquiry to resolution.

Metric:

This edition is measured in blocks of 1,000 transactions.

Benefits include:

A unified workplace with connected data and processes

Interaction timelines for employees, suppliers, and distributors

AI-driven automation, workflows, and recommendations

Seamless process automation

Self-service case creation

Price upon request:

Pricing structure and contract duration details are available on request.

Cloud test, demo, and development for SAP Enterprise Service Management

Included:

This is a non-productive and non-commercial tenant for test, demo, and development purposes only (check out Use Rights).

This edition is exclusively available for partners.

Payment method:

Invoice is supported for all countries.

Click on the “Configure to see price” button to find out if credit card is supported in your country.

  • In blocks of 1 Tenants
  • Minimum contract 3 months
  • Auto-renewal
    • See all pricing details
Terms and conditions

Included:

This is a non-productive and non-commercial tenant for test, demo, and development purposes only (check out Use Rights).

This edition is exclusively available for partners.

Payment method:

Invoice is supported for all countries.

Click on the “Configure to see price” button to find out if credit card is supported in your country.

SAP Enterprise Service Management webcast

Learn how to optimise service delivery across your organisation.

Watch on demand

Resources

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SAP Enterprise Service Management for finance

See SAP Enterprise Service Management for finance in action.

Watch the video 
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SAP Enterprise Service Management for HR

Get inspired by the new SAP Enterprise Service Management solution for HR.

Watch the video 

Technical information

SAP delivers a high-performance, cloud-native enterprise service management application built on the latest technology and embedded AI capabilities.

Installation and setup

Explore setup instructions to start running your SAP software quickly and confidently.

Get started 

Configuration

Optimise the configuration of SAP Enterprise Service Management with comprehensive configuration guides.

Read the guides 

Integration

Find out how to integrate SAP Enterprise Service Management with your existing IT landscape.

Learn more 

Road map

Explore planned innovations, future features, and new functionality with the road map for SAP Enterprise Service Management.

Explore the road map 
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