Placeholder image

Agentic Workflow Automation with SAP & ServiceNow Integrations

| Marian Guenther |

Ignite Copilot

YouTube

Anchor

Spotify

Apple

Episode #267

Introduction

In episode 267 of our SAP on Azure video podcast we talk about an upcoming Ignite session with Copilot Studio and SAP.

Today we have another first: as you probably know Microsoft Ignite is just around the corner. Next week thousands of customers and partners will meet in San Francisco to learn the latest about Microsoft. Well, there will be several SAP focused sessions and one of these session is hosted by Marian Guenther. He will show a really cool integration scenario of Copilot Studio with not only SAP, but also ServiceNow. It gets even better: even if you cannot attend in person, you can already see a sneak peak today.

Find all the links mentioned here: https://www.saponazurepodcast.de/episode267

Reach out to us for any feedback / questions:

#Microsoft #SAP #Azure #SAPonAzure #Copilot #Agents #ServiceNow

Summary created by AI

  • End-to-End Agentic Workflow Automation with SAP and ServiceNow:
  • Marian, Holger, and Goran discussed and demonstrated a comprehensive agentic workflow automation scenario using Copilot Studio, integrating SAP, ServiceNow, and additional tools to streamline tech support, procurement, and invoice processing for enterprise environments.
    • Scenario Overview and User Journey: Marian outlined a holistic tech support agent scenario where an agent accesses ticket management and service data from ServiceNow, as well as procurement processes from SAP, to support a user through an end-to-end workflow. The scenario follows a user, Tom, experiencing laptop issues, and demonstrates how the agent can analyze incidents, create tickets, validate asset lifecycle, trigger device refresh, and manage procurement and invoice processing.
    • Knowledge Retrieval and Incident Analysis: Marian demonstrated how the agent retrieves and analyzes ServiceNow incident and knowledge base data, allowing users to search for existing issues (such as laptop overheating), view incident trends over time, and access recommended mitigation actions directly within the Copilot interface.
    • Automated Ticket Creation and Asset Lifecycle Validation: The agent, upon receiving a request to create a high-urgency ticket for a laptop issue, interacts with ServiceNow to generate the ticket, prompts for missing information, and automatically checks the asset’s lifecycle status, identifying if the device is due for return and offering to initiate a laptop refresh process.
    • Procurement Integration and Sales Order Creation: Marian showed how the agent queries SAP for available device options, filters suppliers (e.g., by country), and facilitates the selection and ordering of a new device. The agent then creates a new SAP sales order and initiates an approval workflow via email, dynamically leveraging the latest MCP tools and data.
    • Approval Workflow and Invoice Processing with Legacy Systems: Holger received and approved the sales order via email. Marian demonstrated how the agent triggers a child agent for invoice processing, which uses computer use automation to interact with a legacy invoice system lacking API access. The agent navigates the legacy interface, extracts invoice data, and inputs it as a human would, offering flexibility for environments with limited connectivity.
    • Security, Networking, and Customization Options: The team discussed how the computer use agent operates in a sandboxed or customer-provisioned environment, supporting custom networking, security policies, and credential management (e.g., via Key Vault), enabling integration with systems accessible only within an organization’s intranet.
    • Learning Agent and User Enablement: Marian highlighted the use of a learning agent that connects to Microsoft Learn resources, recommending official courses and documentation related to Copilot+ PC and AI features, supporting user onboarding and training for new devices.
    • Multi-Channel Deployment and Integration: The agent can be embedded in various enterprise portals, including SharePoint Online and custom web applications, allowing users to interact with the agent for status updates and queries regardless of the underlying platform, with integration options such as iframe and SDK.
  • Demonstration of Copilot Studio Capabilities:
  • Marian provided a live demonstration of Copilot Studio’s features, including agent orchestration, connector usage, analytics, and the ability to test and evaluate agent workflows for enterprise automation scenarios.
    • Agent Orchestration and Connector Integration: Marian explained how Copilot Studio orchestrates agent actions using generative AI, integrating connectors for ServiceNow, SAP, and email management, and automating workflows such as ticket creation, asset validation, and procurement.
    • Testing and Analytics: The demonstration included the use of Copilot Studio’s testing interface, showing real-time agent interactions, performance analytics (e.g., conversation sessions, engagement rates), and the ability to evaluate agent responses and workflow execution.
    • Child Agent Invocation and Task Delegation: Marian illustrated how the main agent can invoke child agents for specialized tasks, such as invoice processing or learning resource recommendations, enabling modular and scalable automation within enterprise processes.
  • Microsoft Ignite Session Preview and Participation:
  • Holger announced Marian’s upcoming session at Microsoft Ignite, encouraging attendees to join for a deeper dive into the integration scenario, and discussed plans to share feedback and insights after the event.
    • Session Announcement and Invitation: Holger highlighted that Marian will present the integration scenario at Microsoft Ignite, provided session timing details, and invited viewers to attend and engage with Marian for further discussion.

Links

Video index

Based on and using Hugo Cookbook Theme, Font Awesome Icons and Bulma CSS. | Thanks to Recipes4AJ to get me started. | Contact me via