Introducing Forms in ESM

Forms represent a specific capability that is unique to SAP Enterprise Service Management (ESM). Creating Forms and embedding them into Cases, or making them available in the self-service portal, enables employees to enter relevant data which can be leveraged by agents during the case resolution process.

Forms can be designed and tailored to address specific business requirements. For example, a Form enabling employees to request parental leave after a child’s birth can be created and associated with a specific Case in SAP ESM. By making the Form available as a self-service capability and exposing it within the company Human Resources portal, employees can autonomously submit their parental leave request.

Forms can also be integrated with external systems, such as SAP S/4HANA, Employee Central in SAP SuccessFactors, or others. The integration with the external system can, for example, enable Forms to send and receive data and, therefore, populate values in drop-down menus, radio buttons, and check box groups based on a dynamic data source. Below you can see a blank 'Parental Leave Request' form.

Administrators can access and configure Forms by using the dedicated settings available at the following path: Settings → All Settings → Forms..

With an intuitive user interface, administrators can build the structure of a Form by choosing and adding the different components available from the Control Palette panel. Each component (example, Heading) can be added to the canvas using the drag and drop option.

Once added onto the canvas, they can be positioned and moved next to each other to better meet the business requirements.

Once finalized, the canvas can be previewed using the dedicated feature. Below is a Form Preview of a Parental Leave Request.