SuccessFactors tools bring live people and HR data from SAP SuccessFactors into Applaud conversations and workflows.
Employees and managers can ask questions in plain language, while Applaud uses the SuccessFactors capabilities you enable to find information or complete supported actions. SuccessFactors remains the system of record.
You configure SuccessFactors tools in Agent Tools. Connect your SuccessFactors tenant, discover the capabilities it exposes, and turn the ones you need into named tools. You can then use those tools in chat, case AI, and workflows.
Why use SuccessFactors tools?
Employees and managers already rely on SuccessFactors for current information about jobs, teams, and employment. Without a tool, an assistant can only use its available knowledge or ask someone to check SuccessFactors separately.
With SuccessFactors tools, employees and managers can get live information without leaving the conversation.
For example, an employee could ask:
“What's my job title and department?”
The assistant can use a SuccessFactors tool to retrieve the employee's current details and return the answer in the same conversation.
You can also enable supported actions, allowing people to complete guided requests without switching systems.
What can you do with SuccessFactors tools?
You can use SuccessFactors tools to:
- Look up live HR data, such as job titles, departments, employee details, and reporting relationships.
- Answer people and organization questions using current SuccessFactors data.
- Guide employees through requests by collecting information, confirming the details, and completing supported actions.
- Give case AI access to live HR data when the relevant tools are available.
- Use the same tools across experiences, including chat, case conversations, and workflows.
The capabilities available to you depend on what your SuccessFactors tenant exposes and which tools you choose to enable.
Who benefits?
Employees and managers
Employees and managers can get answers about themselves, their teams, and other employees without opening SuccessFactors or asking HR to look up information.
They can also complete guided requests when you have enabled the required actions.
HR and case teams
HR can reduce routine requests for information that already exists in SuccessFactors. Case teams can also use live SuccessFactors data in case conversations when the relevant tools are attached.
Administrators and Experience Designers
Administrators connect SuccessFactors, while Experience Designers decide which capabilities to make available as tools.
You control:
- Which SuccessFactors capabilities are available.
- What information each tool can access or return.
- Which tools are attached to assistants, case AI, or workflows.
- How people are guided through supported actions.
Only the tools you enable and attach can run. The assistant cannot create new SuccessFactors actions on its own.
How SuccessFactors tools fit into Applaud
SuccessFactors remains the system of record. Applaud provides a conversational layer that lets people access selected SuccessFactors capabilities where they need them.
Connect → Discover → Refine → Test → Attach
- Connect your SuccessFactors tenant.
- Discover the capabilities available in your tenant.
- Refine selected capabilities into clear, safe tools.
- Test the tools before making them available.
- Attach tools to the experiences where they are needed.
You configure tools in Agent Tools. Employees and managers interact with them through the assistant, without needing to know how the SuccessFactors connection works.