Service Agent · Service-to-resolution

Resolve service cases instead of hunting for data.

The Service Agent connects the customer request, CRM context and SAP transaction data. It proposes resolutions, executes defined actions and documents the case.

  • Salesforce
  • SAP
  • Microsoft
Review your service process

Less searching. Faster resolutions.

Today

  • Service teams look for answers across several systems.
  • Orders, deliveries and invoices sit in SAP, the case in Salesforce.
  • Warranty and equipment are checked by hand.
  • Documenting the case takes extra time.

With voluro

  • The agent classifies the case and loads the relevant context.
  • It identifies the cause from SAP data.
  • A resolution and draft reply are ready; defined actions run automatically.
  • The case is fully documented – only exceptions are escalated.

What the Service Agent does.

  1. Classify the case

    A new case in Service Cloud is detected and categorised by topic and urgency.

    Read

  2. Research context

    Contact, entitlement, SAP orders, deliveries, invoices, equipment and warranty are brought together.

    Read

  3. Propose a resolution

    The agent checks knowledge and known issues and drafts a resolution and reply.

    Decide

  4. Execute actions

    Defined actions – such as creating a service order in SAP – run through approved interfaces.

    Act

  5. Document the case

    Status, actions and communication are recorded in Salesforce; customer and technician are informed.

    Document

Systems involved.

  • Salesforce

    • Service Cloud
    • Case
    • Contact
    • Entitlement

  • SAP

    • SAP S/4HANA
    • Orders
    • Deliveries
    • Invoices
    • Equipment & warranty

  • Microsoft

    • Azure AI
    • Microsoft 365
    • Teams

  • Knowledge

    • Knowledge base
    • Known issues
    • SLA rules

Security & governance

Enterprise AI needs guardrails.

AI agents are not uncontrolled AI. Every agent acts with a defined identity and clear permissions, every action is traceable – and a person approves the critical steps.

More on security & governance

  • Identity & auth

    Agents act with their own identity via Entra ID, OAuth and the permissions in SAP and Salesforce.

  • Policy layer

    Defines which agent may perform which action in which system.

  • Human approval

    Critical actions such as special terms or postings only run once approved.

  • Audit trail

    Every decision and every action is documented and traceable.

  • Monitoring

    Costs, errors, tool calls and performance in view – in production, not just in the pilot.

  • Data protection

    Model choice, EU regions and data classification to your requirements.

Questions about the Service Agent.

Does the agent reply to customers directly?

That is your call. The agent can prepare replies as drafts for your service team or send them itself for defined case types – set by policy.

Which actions can the agent perform in SAP?

Only the ones you approve – creating a service order, for example. Critical actions such as credit notes require human approval and are recorded in the audit trail.

What data leaves our systems?

The agent accesses only the data the case requires, under its own permissions. Running in EU regions and the choice of model are options we define in the architecture.

How do we get started?

With a Process & AI Scan of your service process. A four-to-six-week Proof of Value on one process, with real systems and data, then delivers a measurable result.

Read on.

Which process still costs you too much time?

30 minutes · no obligation · no sales pitch. You get a first assessment of automation potential, architecture and pilot scope.

Review your process in 30 min