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SAP Enterprise Service Management
Efficient service delivery helps organizations drive down costs, improve productivity, and break down information silos.
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.
AI enabled SAP Enterprise Service Management removes complexity from resolution processes—delivering efficient, unified service across the enterprise by:
Breaking down organizational 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.
Sales and Service Innovation Spotlight
Learn about the latest AI functionality and product capabilities in our webcast.
Key benefits
Centralize 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
AI-powered inquiry management
Deliver 24/7 AI-guided self-service to maximize 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 optimize business flows and processes.
Reduce friction throughout the inquiry-to-resolution journey with instant KPI-focused guidance and recommendations.
HR service delivery
Centralize 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 webcast
Learn how to optimize service delivery across your organization.
Resources
SAP Enterprise Service Management for finance
See SAP Enterprise Service Management for finance in action.
SAP Enterprise Service Management for HR
Get inspired by the new SAP Enterprise Service Management solution for HR.
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.
Configuration
Optimize the configuration of SAP Enterprise Service Management with comprehensive configuration guides.
Integration
Find out how to integrate SAP Enterprise Service Management with your existing IT landscape.
Road map
Explore planned innovations, future features, and new functionality with the road map for SAP Enterprise Service Management.