Exploring the Configuration of Gen AI, CX AI Toolkit, and AI Agents in SAP Sales Cloud Version 2

Objective

After completing this lesson, you will be able to explain how to configure Gen AI, CX AI Toolkit, and AI Agents in SAP Sales Cloud Version 2

Generative AI (Gen AI) Administration

As an administrator, access the settings for various Gen AI features in SAP Sales Cloud Version 2. The administrators configure them, using the path User Menu→Settings→All Settings→Generative AI.

The System Settings Page highlights the Machine Learning section, which includes features such as Intelligence Service, Gen AI, Intent Data Configuration, Business Interaction Intelligence, the CX AI ToolKit, and Joule.

Email Draft Recommender

The Email Draft Recommender generates a response email based on the user's selected purpose for drafting an email. This feature makes it easier for sales executives to focus on closing deals. As an administrator, configure the Email Draft Recommender by following these steps:

The Generative AI page highlights features in the Email Drafter tab, including how to activate the Email Drafter, Entities, and Available Prompts, and allows users to save the changes.

Open the "Email Drafter" tab and configure the Email Draft Recommendation.
Enable the "Activate Email Drafter" and activate the Email Draft Recommendation for business users.
Go to "Configure" and enable the Email Draft Recommendation for needed entities using the switch.
Enable prompts from Available Prompts to include prompts in the Email Draft Recommendation. Also, create custom prompts using the add (+) button.
Complete the settings and save the changes.

Account Synopsis

Account Synopsis offers a complete view of the sales account across dimensions such as business, culture, and the competitive landscape. As an administrator, configure the Account Synopsis using the following steps:

Open the "Account Synopsis" tab to configure the Account Synopsis.
Activate the Account Synopsis for business users by enabling "Activate Account Synopsis."
Enable Business Objectives from the list.
Complete the settings and save the changes.

Lead Booster

The Lead Booster generates tailored information that improves the sales team's understanding of the account's needs and increases the likelihood of successful sales conversion. As an administrator, configure the Lead Booster following these steps:

Open the "Lead Booster" tab to configure the Lead Booster.
Activate the Lead Booster for business users by enabling "Activate Lead Booster."
Enable the Business Objectives from the list.
Complete the settings and save the changes.

Survey Trend Summary

The Survey Trend Summary offers insights into survey summaries, recommendations, and differences by analyzing the past three surveys from previous customer visits. As an administrator, configure the Survey Trend Summary using the following steps:

Open the "Survey Trend Summary" tab to configure the Survey Trend Summary.
Activate the Survey Trend Summary for business users by enabling "Survey Trend Summary."
Enable the following features:
- Survey Summary
- Survey Recommendation
- Survey Differences
Complete the settings and save the changes.

Introduction to SAP CX AI Toolkit with SAP Sales and Service Cloud Version 2

Integrating the SAP CX AI Toolkit with SAP Sales and Service Cloud Version 2 allows the use of AI-powered features and AI Agents to improve sales performance and customer service. This integration takes the following steps:

Configure the CX AI Toolkit for SAP Sales Cloud V2
- Integrate the SAP CX AI Toolkit with SAP Sales Cloud V2
- Enable the CX AI Toolkit Embedded Panel (optional)
- Configure the CX AI Toolkit in SAP Sales Cloud V2
- Enable the CX AI Toolkit for specific SAP Sales Cloud V2 Business Roles
Configure CX AI Toolkit Agents for SAP Sales Cloud V2
- Configure Standard Agents
- Create and test a custom AI Agent

Configure the CX AI Toolkit for SAP Sales Cloud V2

Integrate the SAP CX AI Toolkit

As an administrator, follow these steps to integrate the SAP CX AI Toolkit with the SAP Sales and Service Cloud Version 2 tenant:

1. Access Integration Settings: In the SAP CX AI Toolkit, expand the User Menu in the upper-right corner of the home page, then select Settings.

The CX AI Toolkit shows the user page and highlights the settings in the upper-right corner.

2. Navigate to Integrations: In the Settings menu, select Integrations.

The CX AI Toolkit shows the settings page and highlights the integrations tab, including the integration setup, overview, entity-matching rules, and the add integration button.

3. Add a New Integration: Within the Integrations section, add a new integration to begin the setup process.

4. Specify Integration Details:

Name: Enter a descriptive name for the integration to easily identify it later.
Type: Select SAP Sales and Service Cloud Version 2 as the integration type.
Base URL: Offer the base URL of your SAP Sales and Service Cloud Version 2 solution. This URL is crucial for establishing the connection between the two systems.

The Add Integration window highlights the Add Integration button, where a new window opens. It includes Name, Type, Base URL, and a button to add or cancel the integration.

Enable the Embedded Panel as Optional

To improve user experience, enable the SAP CX AI Toolkit Embedded Panel within SAP Sales and Service Cloud Version 2. This panel offers easy access to AI-powered tools directly within the Sales Cloud interface.

1. Get the Organization ID: Expand the User Menu in the SAP CX AI Toolkit and go to Settings, then Organization and find the Organization ID.

Then, share this Organization ID with the administrator of your SAP Sales and Service Cloud Version 2 tenant. They'll need this ID to configure the embedded panel.

Configure the CX AI Toolkit in SAP Sales Cloud Version 2

Follow these steps within your SAP Sales and Service Cloud Version 2 tenant:

1. Access System Settings: Navigate to User Menu→System Settings→All Settings.

2. Locate the CX AI Toolkit Settings: Select CX AI Toolkit under the Machine Learning section. The All Settings page highlights the navigation path, with the CX AI Toolkit in the Machine Learning section.

3. Enter the Organization ID: Enter the Organization ID that you got from the SAP CX AI Toolkit settings page into the named field.

4. Save the Changes: Save the changes and activate the integration.

The Machine Learning CX AI Toolkit highlights the AI configuration, the organization ID, and the Save button.

Enable the CX AI Toolkit for Business Roles

To give users access to the CX AI Toolkit features, add the corresponding business services to their business roles. Navigate to Business Roles and go to the User Menu→System Settings→All Settings under Users and Control and select Business Roles.

Select the Business Role: Choose the specific Business Role ID that you want to change.
Add Business Services: Click the "add" icon (usually by a plus sign) under the Business Services section to open the Add Business Services window.

Then, follow these steps:

1. Search for the digitalAssistant: Use the search function and enter "digitalAssistant."

2. Select Services: Select the following:

sap.crm.service.digitalAssistantCxaitkAdminService: This service allows administrators to enable the CX AI Toolkit option on the settings page.
sap.crm.service.digitalAssistantCxaitkService: This service allows users to enable the CX AI Toolkit plugin on the shell bar.

3. Add Services: Click "Add" to save the selected services to the business role.

The Role page shows the business user details and highlights the search bar to add and select business services.

4. Check the Business Role information: Check this information in the upper left corner.

5. Check the Business Service ID: Use the search function and enter "digitalAssistant." The Business Service ID shows in the Business Service Section.

6. Save the Changes: Save the changes.

The Role page shows the business role details for Admin-Internal and highlights the business Service ID and the save button.

Important Considerations

Single Sign-On (SSO): To access the embedded panel, users need to log into SAP Sales and Service Cloud Version 2 using SAP Single Sign-On (SSO). Make sure both SAP CX AI Toolkit and SAP Sales and Service Cloud Version 2 use the same SAP Cloud Identity Services tenant.

Principal Propagation: Unless you configured Principal Propagation, users need to activate the connected data source by offering their credentials to access data in SAP Sales and Service Cloud Version 2.

Configure CX AI Toolkit Agents for SAP Sales Cloud V2

Configure Standard Agents

Let’s watch the video to configure the predefined standard agents in the CX AI Toolkit for use with SAP Sales Cloud V2.

Create and Test a Custom AI Agent

Let’s watch this video to learn how to create and test a custom AI for SAP Sales Cloud V2.

Summary

During this section, we examined these essential setup procedures:

Gen AI Administration: Administrators configure and activate Gen AI features in SAP Sales Cloud Version 2 through the Generative AI settings.
Email Draft Recommender: It automates the drafting of response emails based on user-selected purposes. Admins enable, configure, and manage entities and prompts (including custom prompts) for business users.
Account Synopsis: It offers a comprehensive view of sales accounts across various dimensions. Admins activate and select relevant business objectives.
Lead Booster: It generates tailored lead information to improve sales teams’ understanding and conversion potential. Admins enable and select business objectives.
Survey Trend Summary: It gives insights from the last three customer surveys, including summaries, recommendations, and differences. Admins activate and select insights.
CX AI Toolkit Administration: Administrators configure the embedded SAP CX AI Toolkit by setting the needed Organization ID and enabling advanced AI features in SAP Sales Cloud Version 2.

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