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Sales & Service

Customer-facing work, designed.

Sales reps and CSRs lose the most time to status questions and the manual triage that follows. Joule agents pull from S/4HANA Sales, CX, and credit data in one pass and arrive at the rep with the answer plus the proposed next move.

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20% to 95%
voluntary adoption, 900 technicians Medical device maker
85.9%
voluntary adoption in 16 weeks at Patterson Patterson
Production
Gen AI Sales Assistant at Border States Border States
“The Exchange,” by Gemini 3 Pro ImageJun 20261,905 tokensthe story →

Last updated May 2026

Joule agents in Sales & Service

What we have shipped, and what we can build for you.

SAP validated our first 20 Joule agents in early 2026. The library keeps growing. Below are the agents that land in sales & service, plus concepts our agent factory can build next. See the full catalog

What each agent does on its own

  • Flags watches and tells your team, takes no action itself
  • Suggests drafts the work, a person approves it before anything happens
  • Acts handles routine steps itself, within limits your team sets
Shipped Suggests

Delivery Block Resolution

Investigates blocked sales orders, cross-references credit and ATP, and recommends release, hold, or escalate.

SAP:
S/4HANA SD, FI-AR, Credit Management
Outcome:
First-touch resolution rate
Shipped Suggests

Sales Order Exception Handler

Identifies incomplete or blocked sales orders, diagnoses root cause, and routes to the right team with the fix drafted.

SAP:
S/4HANA SD, ATP
Outcome:
CSR handle time
Shipped Suggests

Customer Returns Disposition

Reviews pending returns, validates context, and proposes restock, vendor return, repair, or scrap.

SAP:
S/4HANA SD, QM, FI-AR
Outcome:
Returns cycle time
Concept Suggests

Order-to-Cash Concierge

Composes the three shipped Sales agents into a single CSR-facing answer for any order in question, with the next step and a draft customer reply.

SAP:
S/4HANA Sales, SD, FI-AR, EWM
Outcome:
First-touch resolution rate
Concept Suggests

Quote Configurator Companion

Reads the customer's history, contract pricing, and current ATP, validates the configuration, and drafts the quote with discount logic explained.

SAP:
S/4HANA SD, SAP CPQ, Variant Configuration
Outcome:
Quote-to-order conversion
Concept Flags

Pricing Drift Watcher

Watches new orders for net price below contract or below floor, categorizes the cause, and alerts the segment manager with the named rep and the deal.

SAP:
S/4HANA SD pricing, CO-PA, BRIM
Outcome:
Realized price vs target, leakage bps
Concept Suggests

Field Service Dispatcher

Reads open service notifications, tech skills, van stock, and SLA clocks, then builds a route that maximizes SLA hit rate.

SAP:
SAP Field Service Management, S/4HANA Service
Outcome:
SLA hit rate, jobs per tech per day
Concept Flags

Customer Churn Early Warning

Joins order frequency, basket changes, support tickets, and exec contact changes into one ranked retention list with an account-level brief.

SAP:
SAP CX, S/4HANA Sales, FI-AR, Qualtrics
Outcome:
Retained ARR, intervention-to-save rate
Concept Suggests

Renewal Briefer

Reads contract end dates, usage, and pricing benchmarks, then drafts a renewal brief with risks, upsell candidates, and a starting offer three months out.

SAP:
SAP CX, BRIM, S/4HANA Sales
Outcome:
Net retention rate
Engagement shapes

A few ways a sales & service engagement usually starts.

01

Fiori UX rollout on the SD core

4-6 months

The screens and workflows reps actually open, designed in the AppHaus and measured on adoption, not training hours.

See a case study

02

CX Service Cloud + S/4HANA tie-in

3-5 months

Service case workflow connected to the customer master, installed base, and AR so the CSR has the whole picture in one place.

03

Gen AI Sales Assistant pilot

8-12 weeks

A Joule agent on the rep desktop, scoped to one product line or one customer segment, instrumented for adoption.

See a case study
The work, in Sales & Service

Real engagements, real outcomes.

Curated for Sales & Service work. The tags on each card show the SAP capabilities we used to deliver the outcome.

All case studies
Featured

Energy and Utilities

SAP BTP

Field reps get answers in the conversation, not after it.

SAP BTP Data & Analytics Business AI
Border States Industries logo Presented at SAP Sapphire 2024
Featured

Healthcare and Life Sciences

SAP Cloud Platform

Global Medical Device Manufacturer

Mindset ran a Design Thinking engagement with the device maker's service and call-center teams, rebuilt service order processing on SAP Fiori, and cut a multi-screen maze down to a single screen. Adoption climbed sharply across the field service team, then in 2025 the work evolved again with a joint SAP x Mindset Agentic AI Design Workshop.

SAP Fiori SAP BTP Business AI Design Thinking
Featured

Healthcare and Life Sciences

SAP CRM

Mindset ran Design Thinking with Patterson's field technicians, built a new SAP Fiori service app in two weeks, and within 16 weeks of rollout 85.9% of the team had adopted it voluntarily, cutting 60-day open service orders from 13,000 to under 4,000 and capturing $1.3M in annual revenue.

SAP Fiori S/4HANA Design Thinking
Patterson Companies, Inc. logo

Consumer and Retail

SAP Fiori

Specialty tile retailer

Mindset built a full suite of custom SAP Fiori and point-of-sale applications for a 140-plus-store specialty retailer, turning off-the-shelf SAP screens into purpose-built tools that front-line store associates could actually use.

SAP Fiori S/4HANA Design Thinking

Media

SAP (sales order-entry)

A North American Compliance and Regulatory Information Services Company

Mindset ran a Design Thinking workshop to surface what users actually needed from the company's SAP order-entry process, then followed up with a code review of the existing application to map a practical reuse-and-rebuild path.

Design Thinking

Consumer and Retail

SAP ECC

Home-improvement retailer

A Design Thinking workshop with store associates exposed why product lookup was failing on the floor, and an agile Fiori build gave associates real-time SAP data on the Android device they already carried.

SAP Fiori Design Thinking
What is new in SAP for sales & service

Worth bookmarking.

Last updated May 2026

Sapphire 2026

Joule for sales and service workflows

SAP shipped Joule Assistants for quote-to-order, returns, and field service. Mindset has been building production agents in this space since 2024.

Q2 2026

SAP CX 2026 release wave

Tighter S/4HANA and CX Service Cloud integration on BTP, with Knowledge Graph entries for accounts, opportunities, and service tickets.

Sapphire 2026

Foundation models behind Joule

Claude and other foundation models now ground Joule agents for sales coaching and service summaries. Multi-model by default.

The shared spine

Built on BTP, designed for the people running it.

The sales & service work doesn't run alone. It sits on BTP, on a clean data layer, and increasingly under Joule agents. Same architecture as the rest of the SAP work we do.

The technical work The strategic work
From our thinking

Practitioners writing about the work.

All insights
Common questions

Before you book.

How fast can we ship a usable Joule agent for sales or service?
A scoped agent on a real workflow, in production, in 8 to 12 weeks. We start with one job that has a measurable outcome (handle time, adoption, cycle time) and grow from there.
Do the agents replace the rep?
No. The default decision right is PROPOSE. The rep stays in the loop, the agent does the assembly and drafting. ACT is reserved for narrow rule-clear cases like routine restock or a credit release inside policy.
Does this work with our CRM if it is not SAP?
Yes. Integration Suite handles the cross-system data. We have done Salesforce, HubSpot, and Microsoft Dynamics tie-ins to SAP for sales and service flows.
What about field service?
SAP Field Service Management plus S/4HANA Service is the spine. The Dispatcher and Service Case Resolver agents sit on top of that. We have shipped this pattern at industrial-services scale.
Where does adoption usually break down?
The screen is too busy or the workflow needs four clicks where one would do. Design Thinking, run in our AppHaus with the people on the front line, is how we get past it. It's why our adoption numbers run 85 to 99 percent.

Let's talk sales & service.

Bring the real problem. We will spend a working day on it, with the people who will actually have to live with the answer.

Start a conversation