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SAP SuccessFactors

HR case management for SAP SuccessFactors customers

SuccessFactors holds the worker record. It is designed to hold the worker record rather than to run a service center day to day. Dovetail sits alongside it as the service delivery layer, owned and changed by HR rather than by your SuccessFactors team.

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Dovetail HR case management console showing the case queue, employee record and resolution timeline

#1

Five consecutive years, enterprise HR service delivery

Sapient Insights 2025-2026 HR Systems Survey, 28th edition. 10,000+ HR professionals across 4,670 organizations. See the rankings

8 months

Payback period, fastest in the category

G2, reported April 2025. Against an industry average of 14 months. See the announcement

6 of 6

First places in the enterprise segment

Three HR service delivery categories, each scored separately on user experience and on vendor satisfaction. Enterprise, 5,000 or more employees.

Why SuccessFactors customers add Dovetail

Where the HCM stops

Employee context at the point of answer

Employment data available inside the case through the HCM connector framework, so agents stop switching systems mid conversation.

Connector framework

HR configures it

Categories, workflow, SLAs and reports change when HR needs them to, not when the next SuccessFactors release lands.

No release queue

Purpose built for service delivery

SLA management, knowledge, deflection, employee portal and employee relations casework, built for the job.

Purpose built

Documented and auditable

A full audit timeline on every case, which matters the moment a query becomes a formal matter.

Defensible

The trigger

A SuccessFactors go-live creates the need

A core HCM implementation moves the worker record. It does not answer the question of how employees ask HR anything, how that gets tracked, or how HR proves the service level afterwards. That gap usually surfaces within the first a couple of quarters.

  • A service delivery layer HR can change without waiting for the next SuccessFactors release
  • Employee portal and knowledge base for tier 0 deflection
  • Employee relations casework with restricted visibility
  • 84 reports and dashboards on day one

See HCM integrations

Dovetail HR case management console showing the case queue, employee record and resolution timeline

Common questions

Do you have a SuccessFactors connector?

No, and you do not need one. Dovetail has certified connectors for Workday and Dayforce. Every other system of record, SuccessFactors included, connects through the HCM connector framework using a scheduled worker data feed, or through the documented REST API if you would rather push the data yourself. Either route puts employment data inside the case at the point of resolution.

Does SuccessFactors stay the system of record?

Yes. Dovetail does not duplicate the worker record. It reads what it needs when a case is being worked.

Can we run this alongside SAP's own service delivery tooling?

Yes, and some customers do. The most common reason to add Dovetail is that HR wants to own configuration and change without queuing behind the HCM release process.

What about a bespoke integration?

There is a documented, versioned REST API that customers use to build their own integrations. Willis Towers Watson used it to build an integration between its Embark employee experience platform and Dovetail HR case management.

See it against your SuccessFactors instance

Bring an inquiry type your team handles today and we will run it end to end.

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