AI role in S/4HANA Cloud
REQ
3) The description of the detailed business (and technical) flow for the build of the missing iFlows. Also validation of the right API existence (as of now till Q4 2024)
2) Identification of any other possible use case which could be part of this story line (as of now till 2502)
1) Identification and functional description of the use cases part of this vision (see ther red list below). Currently we have this done for 2 use cases, we have knowledge that maybe other 2 could have been done and then there are additional 3-5 use cases which are only at ideation phase (as soon as possible)
DEV
CX
DELIVERY PHASES:
• In 2025, we will finally get the framework that will allow us to pre-configure and ship not only Intelligent Dispute Creation but all 7 use cases and make them work out-of-the box
• In Q3/Q4, configurable GenAI entity extraction will be delivered, allowing to extract any kind of business entity from incoming mails (including Invoice Numbers to create Disputes)
(This will also be the baseline for the first planned beta implementation of Intelligent Dispute Management at DHL)
• In Q2, they delivered the GenAI summarization and email replay functionality which is immediately applicable to the existing 3 use cases mentioned above
JIRA
Business Documents : https://jira.tools.sap/browse/PTC4CIESM-334
Entity Extraction : https://jira.tools.sap/browse/PTC4CPLATFORM-2772
SUMMARY: A. We will continue to drive and partner with the CX organization as well as coordinate activities to enable the various scenarios
B. Communication Intelligence for FI-AR (2502): the PoC on Dispute Management was initially designed for FI-AR solution, however the existing FI-AR solution didn’t have the proper APIs; so we are currently finalizing that by 2502. The PoC we delivered, we repurposed for FI-CA solution which will be more impactful for Private Cloud who has over 100 customers.
3. Packing of the configured artifacts and the iFlows and making it available in every tenant that is getting provisioned as a pre-packaged content (Q2-2025).
2. Configuring the Case Types, Forms, business Documents, approvals, Autoflow. Email channels etc (Q1 2025)
1. Building of missing iFlows /APIs between S/4HANA and ESM to realize these scenarios for each of the 5-7 mentioned scenarios (as of now till 2502)
ESM Workshop
Revenue Opportunities
Positioning ESM within S/4 HANA's Intelligent Communication scenarios enhances the appeal of RISE and GROW transformations. Additionally, ESM, combined with Employee Central, Work Zone, and Joule, strengthens SAP's position as a key player in the HR Service Delivery space.
challenges and blockers
The CX Engineering team will not deliver the Content Packaging Framework until Q1 2025. Meanwhile, S/4 HANA needs to allocate resources to begin content creation, with some efforts possibly starting before the framework is ready.
Commitment to adopting ESM for service management remains limited, with only S/4 HANA and SuccessFactors committed so far. Additionally, attempts to engage ISBN have been unsuccessful, as their management is reluctant to adopt ESM due to it not being natively built on BTP.
Accelerating Implementations through Content Packages: Q2 2025
The ESM engineering team will create a content packaging framework enabling SAP LoBs to deliver pre-packaged content that customers can customize to their specific needs. This content will include topics in ESM (Business Documents, Forms, Case Types, Mashups, Communication Configurations and AI Configurations), BTP (Integration Flows, Agentic Flows, process specific UIs), and LoB products (APIs, process specific UIs). S/4 HANA will be the first to use this framework, offering pre-packaged content focused on finance processes including candidates to go, such as Payment Advice Processing, Customer Invoice Dispute, Supplier Invoice Dispute, Accrual Posting, General Ledger Posting and Remittance Processing. SuccessFactors will follow, targeting HR processes.
Enhancing Process Efficiency with Automation: Q4 2024 -
ESM will include modules that streamline complex processes with automation. The case designer that enables service agents to follow a guided experience will include branching capabilities. Forms is used to capture information about cases from various stakeholders and validate or send data to external systems. Key updates to this module include transport management support, form population via Excel or using AI (through Document Information Extraction). Additionally, the new ‘Business Documents’ module will allow linking external transactional objects to cases with a configurable document type structure. This module will feature AI-based automatic document addition, a generic prompt builder and standard and custom actions per object. Forms and Business Documents will have a tighter integration with the Cloud Native Stack for enhanced analytics, search functionality, rule automation and email response templates.
Empowering
We aim to deliver a comprehensive self-service experience, enabling employees to access resources and perform routine tasks without contacting the service center. For inquiries needing service center intervention, employees can create and manage requests through an intuitive ESM-based application. This app will integrate with SAP Build Work Zone, SAP SuccessFactors Work Zone and SAP SuccessFactors, enhancing the employee experience for organizations using these SAP solutions. It can also be embedded in other employee portals. By leveraging Work Zone and SuccessFactors, organizations can provide employees with self-help resources and quick actions, like time-off requests. Additionally, Joule will enable conversational interactions, and the mobile-responsive design ensures access via mobile browsers and apps like SuccessFactors and Work Zone.
VISION
‘Role model – pushing staff through’
Functional PM – in S4 try to squeeze in first release things taking 2 years to deliver
30% can cover majority of functions – minimum viable scope
the vision of Intelligent Communication for S/4HANA (part of the broader Hands-Free ERP vision) is fully designed for the benefit of our S/4HANA customers. This vision includes not only set of 5-7 S/4HANA use cases delivered as pre-packaged content in ESM, but also a flexible framework who will allow our customer the customisation of these use GenAI cases to their needs.
CSM
akshay
We need to clarify if existing GROW customers would get access to ESM - I assume that won’t be the case.
My 2 cents on this: considering ESM can still be purchased as a standalone product, it should be ok if the interest comes from any S/4HANA Public Cloud customer. It would be better if they purchase the new FIN premium package and have access to S/4HANA Public Cloud + ESM, but I don’t think they will be easy to find, at least for a few more months.
Hebant, Veronique
Could you please clarify if this request is only for customers who currently have Enterprise Service Management (ESM) from CX portfolio as well as S4H Public Cloud?
You mentioned that the premium bundle will change from 2508 to include ESM. Will ESM be available to all customers already on a premium bundle, or only to customers who start a premium contract after 2508?
Beck, Victoria
Hope you’ve been well! I am slowly working my way through unread emails after my time ooo.
For customers to be able to participate in this feedback, is it a requirement that they currently have the license for ESM?
I have a GROW premium customer who is currently considering purchasing ESM but does not yet have it.
- Would they be eligible to give feedback & participate in this initiative?
- Will this ESM license be added ‘for free’ to existing premium customers with 2508? Or only for new customers?
Chloe Britton
Just to understand the type of customers you’re looking for – one of my customers, Pluxee International, is using scope item BFC - Collections and Dispute Management. Would they be the right target for your initiative?
Elena cebanu
PROGRESS
TESTING
API
https://my401481-api.lab.s4hana.cloud.sap/sap/opu/odata/sap/API_OPLACCTGDOCITEMCUBE_SRV
You can use the following service URL for the FI-Line-Item API:
PW: p%U=r{9tHV(/lZi-}Yj32Y9P~<[@$QNXoV}T[6QE
User: DISPUTE_MANAGEMENT
https://my401481-api.lab.s4hana.cloud.sap/sap/opu/odata4/dco/api_dispute_manage/srvd_a2x/dco/api_dispute_manage/0001/
You can use the following service URL for the Dispute API:
Ramzan, Rafia
HW6
260 Invoices with Billing Document reference
https://my1000461.vlab.crm.cloud.sap
Username: I070480
ESMintegration123@
I’m logging off now, but if you want to do some tests you can follow these steps:
1) From the top-left menu, select Cases
2) Click the + button to create a new case
3) Select the Payment Advice case type
4) Enter the case subject and description (see example below)
5) Select any account but delete the contact (will not work until HW6 is connected)
6) Save the case and open the details
------------------------------
Case subject: Invoice Discrepancy Must Be Addressed Immediately
Case description:
Dear Supplier Inc.,
Upon reviewing our most recent transaction under invoice numbers 0090021790, and 0090021791 I have found multiple billing errors. These inaccuracies have resulted in undue charges to our account. We are extremely dissatisfied with these financial discrepancies and demand a prompt correction to reflect a deduction of 1 EUR for each invoice.
Best regards,
Jim Kirk
Client Inc.
May 2025
New ESM Scenario for 2602
Victor
I currently consider the Collection Communication use case problematic for 2602: to enable a meaningful end-to-end process, we need not only the Manage Promises to Pay app but also the Manage Master Data, Manage Tasks, and Manage Activities apps. However, some of these apps are planned for delivery with the 2608 release. That’s also where I would place the Collection Communication use case.
Our priority for 2602 is definitely to complete the Communication Intelligence for dispute resolution scenario first (as discussed in our last meeting: automatic correspondence when a decision is made, and manually created correspondences during the processing of disputes).
For H2, let’s continue to focus on enhancing the Dispute Management scenario and we can define and start some work on the ‘Dunning and Collection Communication’ scenario. However, we can target 2608 from a release perspective.
mail Akshay 12.5.
Validations
via Ana
in dpeth sessions are not relevant, she recommended guy and he is enablement of existing features rather
shuge, alina
katrin deiiner
od jej sefa
xzx
generic thougts
macieja poslal do pecka, ja som requestol US partnera
JE
Lina to provide demo
project pending
Disputes
DHL?
TO DO
REQUESTED
session submitting
Deep Dive: AI022 CommunicationIntelligence for Dispute Management
Fw: SAP d-com Mannheim 2025: Save-the-Date and Call for Content
1. No I do not know who will cover the UX – Martin F might know?
2. Let me check with the Sales Cloud V2 team – how they got their customers
for Sunita, mail existing
new use cases for 2602
planned by Sunita after Easter
check with CSM
Elena Cebanu
PRIVATE
CASES
IC DM
candidate for sapphire
ASSISTANT
P, Praveen Kumar OF UMA
CX DEV
Sanjeet
S4 DEV
Balaji
Verma, Sudhir
nominated as the lead engineer for Private
PM
Georg Heberle will be the PM point of contact
PUBLIC
USE CASES
Logistics and Manufacturing
BC: enabling various mail based scenarios in e.g. logistics
Claim Management
Mishra, Atul
Afza, Roohi
Paulus, Clemens
Business case: supporting customer claim document mail handling
Status: PoC or tool can be sunset
Yes, we are currently also envisioning some topics in the AI area and have also included the warranty / Claim Management in our overall Customer Engagement initiative “Automotive Industry: Explore AI Use Cases in SAP S/4HANA Cloud”.
bit difficult to already provide realistic roadmap dates for this (in particular if we are leveraging the customers feedback with the above mentioned CEI).
Dispute for FI-AR
Karsten
Dispute for FI-CA
questions
- Abhik – do we have already iFlows?
- Can we check on steps:
o deliverable plan
o ESM configuration
o Mixed preconfig. Packages -> out of box implementation
COntacts
Charlie
Status: PoC
Sales ORder Processing
Contacts
ursula nani
Subtopic
BC:
STATUS = shipped in first version according to Arpan
Payment Advice Processing
contacts
Li, John
PO
Ai, Aicro
architect of ToT
no further investigation needed?
candidate for sapphire use case
STATUS = Released in ESM
definition/status
A payment advice is a document sent by a customer to a supplier or seller to inform them that their invoice has been paid.
The new version of the "Manage Payment Advices" Fiori app allows users to view, create, edit, and delete payment advices(support both AR and FI-CA). With the integrated ML Document Extraction service, users can directly import a payment advice file into the app. The extracted information is saved as a draft for users to review edit and save as the final version, significantly saving time and allowing users to focus on more important tasks.
In addition, we have provided the Manage Payment Advice OData V4 API. (Although the original plan was to support ESM for managing payment advice cases, the ESM team has now switched to new cases.) Our APIs are ready for other integrations as well.
PPT and video available
https://sap.sharepoint.com/:f:/r/teams/TechnicalAIPMforPublicCloudERP/Shared%20Documents/General/Cloud%20ERP%20Roadmap/1%20Use%20Cases%20on%20RoadMap/%232%20Manage%20Payment%20Advice?csf=1&web=1&e=lK0pCh
Vendor Inquiry
no clue on things = no further investigation needed?, check with Robin
STATUS = Released in ESM, candidate for sapphire use case
J Valiathan, Ajai
Roebel, Alexander
CONTACTS
NEXT STEPS:
@MP
find a people for each use case
Follow on georg – what? If he can approve those use cases
VENDOR INQUIRY
FICA FIAR CALL
ASSISTANTS FOR MANAGEMENT MEETING
assistant of lawrewnce: n.makan@sap.com
assistant of Arpan: johanna.wolf@sap.com + chief of staff Serdar Ferhad
assistanf of Uma: praveen.kumar.p@sap.com
for SDM - @hitesh
for IC DM -
Use case definition - i need Po and PM
Priority for APIs/iFlows
All compatible cross to utilize/reuse and parallel work
CX they own technical part of the story and the biggest part (ESM)
GOAL: articulate the vision for sapphire and longer and showcase minimum 3 cases for each public/private cloud
HL STRATEGY
First, I want to recommend a management sync between CX (Sanjeet Mall) and S/4HANA (yourself). We already have the support of ESM team (CPO: Viswajith Manapetty), but having the management handshake and sponsorship from both CX and S4 sides it would definitely help and bust this project. If you are OK I can help to organize this sync.
Second, I need your help to identify the right people (PMs and POs) from your organization to support for different use cases validation, business flow description and APIs/iFlow creation (see below the detailed activities).
