Service resolution · Service Resolution Pack
Service resolution: from the case to the fix, with ERP data in view.
The agent classifies the service case, checks equipment, warranty and order history in the ERP and proposes a resolution. Where your rules allow it, it creates the service order itself and documents the case. Our example uses Salesforce Service Cloud and SAP.
- Salesforce
- SAP
- Microsoft
How a request gets resolved.
The agent pulls the facts from CRM and ERP and drafts the reply. Your team approves before anything reaches the customer.
- Order, delivery or warranty checked directly
- Draft reply with the right data
- Sent only after approval
- New case: where is my delivery?
- Order and delivery checked✓
- Reply drafted✓
- Reply for approvalApproval
- Reply sent to the customerapproved
- Case resolvedautomatic
Every step in the audit trail
A delivery inquiry, answered with ERP data.
The agent reads the Salesforce case, checks order and delivery in SAP and submits the reply for approval.
Delivery inquiry in customer service: answering a Salesforce case with SAP data
A customer asks about their delivery via a Salesforce case. The AI agent checks order and outbound delivery in SAP S/4HANA, drafts the reply and submits it for approval.
What the video shows
- Customer inquiry as a Salesforce case
- The agent reads case and customer
- Order and outbound delivery checked in SAP S/4HANA (VL03N)
- Draft reply submitted for approval
- Reply in the case, status updated
The pack at a glance.
| Element | Service resolution |
|---|---|
| Problem | The case lives in the CRM; equipment, warranty and deliveries live in the ERP. Service teams jump between systems and maintain service order and case twice. |
| Trigger | New service case, whether via email, portal or an upstream service agent |
| Inputs | Case with request and customer; equipment, warranty, maintenance contract, past orders and deliveries from the ERP; knowledge articles and known error patterns |
| Automated actions | Classify request and urgency, check warranty and contract status, propose a resolution and a draft reply, create service orders covered by warranty, document the case |
| Boundaries | No replacement for your service team on technical diagnosis on site. Direct replies to customers only for case types you have approved. |
| Approvals (Guarded Autonomy) | Goodwill goes to the service lead, credit notes to finance. If the equipment doesn’t match the customer, the agent stops and asks. |
| Target KPI | Handling time per case; share of cases without queries to other teams |
| Example systems | Salesforce Service Cloud, SAP S/4HANA or ECC, Microsoft 365. Other service and ERP systems after a case-by-case check. |
| Implementation effort | Depends on how equipment, warranty and service orders in the ERP can be reached via interfaces and how well your knowledge base is maintained. Starts with a fixed-scope proof of value. |
| Maturity | Video demo available. For your landscape, we measure in the proof of value with your systems. |
Less searching between CRM and ERP.
Today
- The case lives in the CRM; equipment, warranty and deliveries live in the ERP.
- Service agents jump between systems to understand the case.
- Warranty coverage is looked up by hand.
- Service order and case documentation are maintained twice.
With Nexus
- The agent loads the relevant ERP data for the case.
- Warranty and contract status are checked before anyone opens the case.
- A proposed resolution and a draft reply are ready.
- The service order is created in the ERP and the case is documented in the CRM.
How a case moves through the pack.
Shown with Salesforce Service Cloud and SAP.
Case comes in
A new case in Service Cloud starts the process, whether it arrives via email, portal or Agentforce.
Classify
The agent classifies the request and urgency and identifies customer and device.
Check equipment and warranty
Equipment, warranty, maintenance contract, past orders and deliveries come from SAP.
Determine the resolution
Using knowledge articles and known error patterns, the agent proposes a fix or a service order.
Execute or request approval
It creates service orders covered by warranty itself. Goodwill and credit notes go to approval.
Document the case
Actions, service order number and customer communication are recorded on the case.
Approvals: which actions does the agent take on its own?
Policies define per action what runs automatically. An example:
| Situation | Decision |
|---|---|
| Device under warranty, known error pattern: create service order | Automatic |
| Warranty expired, customer asks for goodwill | Service lead approval |
| Credit note to the customer | Finance approval |
| Equipment in the ERP not assigned to this customer | Stopped, query to the service team |
Example. You define rules and roles in Nexus.
Working together with Agentforce.
Agentforce can talk to the customer in the service channel and capture the case. As soon as ERP data or actions in the ERP are needed, the pack on Nexus takes over. Policies, approvals and audit trail apply to the actions that run through Nexus tools.
Division of work
- Agentforce: customer conversation and case intake in Salesforce
- Nexus: equipment, warranty and service order in SAP
- Via Nexus tools: policies, approvals, audit trail and monitoring
Example systems and objects.
This is what the connection looks like with Salesforce, SAP and Microsoft 365. Other systems are connected via suitable APIs, events or MCP, after a case-by-case check.
Salesforce
- Service Cloud
- Case
- Contact
- Knowledge
- Agentforce
SAP S/4HANA or ECC
- Equipment
- Warranty
- Maintenance contract
- Deliveries
- Service order
Microsoft 365
- Teams (approvals)
- Outlook (customer communication)
More on Salesforce and SAP.
AI agents for Salesforce
Service Cloud, Agentforce and ERP data in one controlled flow.
AI agents for SAP
How agents use equipment, warranty and service orders in SAP.
Questions about service resolution.
Does the agent reply to customers directly?
You decide. For defined case types the agent can reply itself; for all others it prepares a draft for your service team.
Which actions may the agent perform in the ERP?
Only those you release as agent tools, for example creating a service order. Goodwill and credit notes go through approval, and every action is recorded in the audit trail.
We use SAP Customer Service or Field Service. Does that fit?
Usually, yes. The pack works with business capabilities such as creating a service order. We map them to whichever object sits behind it in your landscape.
Start with one process.
30 minutes · free · with a senior architect. You get a verbal initial assessment and concrete next steps.