Using the Embedded Support Capabilities and the Joule Generative AI Assistant

In-context help information is embedded in the SAP Fiori Launchpad. When logged into SAP S/4HANA Cloud, select the question mark icon in the top right corner to turn on a screen overlay that explains different sections of how to navigate the page you're currently viewing. The descriptive information is populated from the SAP Help Portal. Partner LoB configuration experts should demonstrate how to access this embedded help in each Fit-to-Standard workshop to make sure their customer LoB experts know where to find help if and when they need it within SAP S/4HANA Cloud.

Within the Help Topics navigation menu, select the graduation cap icon to view relevant simulations for the app/screen you're currently viewing. If there are no in-context simulations available, you can open the learning center which lists out every standard simulation available and which business roles they are relevant for. The simulations here are created with the SAP Enable Now tool, and customers can access all the standard SAP Enable Now simulations within their SAP S/4HANA Cloud system, as well as in the SAP Signavio Process Navigator website for relevant business processes. This is because the majority of the simulations are built to follow the test script procedures defined for a business process in Process Navigator. If a customer requires changes to business process(es) where the process deviates a significant amount from the standard business process and corresponding simulation, the customer should consider purchasing a license for SAP Enable Now so they can download the original simulation and make changes, and/or create their own custom simulations to embed in SAP S/4HANA Cloud.

Within the Help Topics navigation menu, select the megaphone icon to find what's new information, from the What's New Viewer in the SAP Help Portal, if there have been changes to the functionality you're viewing on the current screen.

Learn how to get help in the SAP Fiori Launchpad in this tutorial.

Access to SAP's support channels is also embedded in the SAP Fiori Launchpad. When logged into SAP S/4HANA Cloud, select the headphones icon in the top right corner to bring up the in-context support menu. You will be guided through a series of "onboarding screens" to provide an overview of the support capabilities.

After completing the onboarding screens, select the information icon to view recommended in-context tutorial videos. These tutorial videos are different from the simulations produced with SAP Enable Now. To use the full range of support functionality, a user needs to create an SAP Universal ID, which links all individual SAP accounts into one overarching user. Learn more in the Universal ID FAQ here.

Joule is called the next generation digital assistant that uses generative artificial intelligence (AI) and replaces the previous digital assistant, SAP Conversational AI. With the old conversational AI, users would input information when having a conversation via typing or speaking and the digital assistant would use the interaction to create responses. The main difference is that generative AI is able to create something new based on input. The Joule generative AI digital assistant uses input from the user and data about the user's past patterns to generate new content. Traditional AI can recognize patterns, but generative AI creates new patterns based on the recognized historical patterns and any additional data that's provided.

Because Joule is being embedded in the backend of all SAP applications, it has a more holistic set of data to use when providing support to an employee. An employee can simply ask a question or frame an issue in plain language and receive answers that take into account data across the SAP portfolio of products the customer uses. For example, a manufacturer could ask Joule for help understanding their past sales performance. Joule can identify underperforming regions, link to other data sets that reveal a supply chain issue, and automatically connect to the supply chain system to offer potential fixes for the manufacturer's review. New scenarios will continue to be released. Joule is also compliant with all SAP product standards, certifications, AI ethics, and GDPR (General Data Protection Regulation in the European Union).

When logged into SAP S/4HANA Cloud, Joule can be accessed from the diamond icon in the top right corner. Joule can run in any of the SAP Business Technology Platform (BTP) environments, and does require some initial set-up that needs to be completed by a member of the partner implementation team. Because the service runs in SAP BTP, the service must be subscribed to and authentication between SAP Cloud Identity, SAP BTP, and SAP S/4HANA Cloud needs to be set up. The information about setting up and enabling Joule is detailed in the SAP Help Portal here.