CX Joule assistants: what you can use today, and what is still announced.

Sales Assistant

Agents: Meeting Insight Agent, E-Mail Insights Agent, Deal Manager Agent, Pipeline Risk Analysis Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Meetings, emails and opportunities recorded in the CRM

Our field note: Only as good as the activity data in the CRM. If meetings and emails live in private mailboxes, fix that first.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Deal Qualification Assistant

Agents: Lead Enrichment Agent, Lead Qualification Agent, Lead Routing Agent, Sales Engagement Agent, Lead Conversion Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Lead sources and qualification criteria maintained consistently

Our field note: Write down your qualification criteria before you switch it on. An agent cannot apply rules nobody has agreed.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Deal Closing Assistant

Agents: Sales Quoting Agent, Sales Pricing Agent, Order Automation Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Price lists, conditions and product master clean in the ERP

Our field note: Quote-to-order automation fails at the ERP seam, not in the CRM. Prices and conditions must resolve cleanly in the ERP first.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Self-Service Assistant

Agents: Case Preparation Agent, Form Completion Agent, Knowledge Content Retrieval Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Order history, entitlements and invoices reachable
• Current, approved knowledge articles

Our field note: SAP says it draws on order history, entitlements and financial records. Customers only get answers the connected systems actually hold.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Case Management Assistant

Agents: Case Preparation Agent, Case Processing Agent, Knowledge Content Creation Agent, Knowledge Content Retrieval Agent, Case Action Recommendation Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Consistently categorised case history
• Current, approved knowledge articles

Our field note: Clean case categories and a maintained knowledge base decide the result. Without them, the agent recommends the wrong action faster.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Service Management Assistant

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Consistently categorised case history

Our field note: Announced with little detail so far. We will describe it once SAP publishes scope and prerequisites.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05)

Digital Service Agent

Prerequisites

• Integration with your customer portal or webshop

Data that must be clean

• Order history, entitlements and invoices reachable
• Current, approved knowledge articles

Our field note: Available and useful where a customer portal or webshop already exists. Start with the three questions your service desk hears most.

Source: SAP News: SAP Business AI release highlights Q3 2025 (2025-10-22)

Catalog Optimization Agent

Prerequisites

• SAP Commerce Cloud
• Premium AI: AI Units per agent action

Data that must be clean

• Complete product attributes and an agreed taxonomy

Our field note: A good first agent for SAP Commerce Cloud: the result is visible in the catalogue and easy to check before it goes live.

Source: SAP News: SAP Business AI release highlights Q1 2026 (2026-04-14)

Merchandising Assistant

Agents: Commerce Product Content Scoring Agent, Product Attribute Enrichment Agent, Taxonomy Classification Agent, Assortment Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Complete product attributes and an agreed taxonomy

Our field note: Needs an agreed product taxonomy. Enriching attributes on top of an inconsistent structure multiplies the inconsistency.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Shopping Assistant

Agents: Site Personalization Agent, Promotions Personalization Agent, Conditional Purchasing Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Complete product attributes and an agreed taxonomy
• Consented customer profiles and segments

Our field note: Personalisation needs consented customer profiles. Check your consent records against the nLPD and GDPR before you plan it.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Order Lifecycle Assistant

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Order history, entitlements and invoices reachable

Our field note: Order problems usually sit between shop and ERP. The integration has to report order status reliably before an assistant can act on it.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05)

Campaign Assistant

Agents: Campaign Insights Agent, Audience Identification Agent, Campaign Activation Agent

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Consented customer profiles and segments

Our field note: In SAP Engagement Cloud, audiences are only as good as the contact data and consent behind them. Clean segments first.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05) · SAP use-case page

Content Assistant

Prerequisites

• Joule Work as the entry point (GA planned for Q4 2026)
• Premium AI: AI Units per agent action
• Product and edition prerequisites not yet published by SAP

Data that must be clean

• Consented customer profiles and segments

Our field note: Generated content still needs an approver and your tone of voice written down. Plan who signs off.

Source: SAP Sapphire 2026 Innovation News Guide (2026-05)

Joule in SAP Field Service and Asset Management (plan and schedule activities, activity summaries)

Prerequisites

• Joule onboarded via SAP BTP, same Cloud Identity Services tenant
• Users in the IAS group FSA_JOULE, SSO via IAS, web client only

Data that must be clean

• Skills, availability and activities maintained in FSM

Our field note: Documented and usable in the web client, not yet in the mobile app. Worth it where dispatchers already plan in FSM every day.

Source: SAP Help: Joule capabilities (2026-09-24)

SAP CX AI Toolkit

Agents: Shopping Agent, Quote Creation, Classification, Knowledge Base Article, Digital Service

Prerequisites

• Separate SAP CX AI Toolkit licence

Data that must be clean

• Consistently categorised case history
• Price lists, conditions and product master clean in the ERP

Our field note: Available today, with its own licence. The practical route for one narrow use case while the Joule assistants mature.

Source: SAP News: SAP Business AI release highlights Q2 2025 (2025-07-24) · SAP use-case page