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SAP SuccessFactors

HR case management for SAP SuccessFactors customers

SuccessFactors holds the worker record. It was never designed to run a service centre. 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 in HR Service Delivery

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

8 months

Payback period, fastest in the category

G2 payback metric, against a category average of 14 months.

3 of 3

Enterprise categories ranked #1

HR Service Delivery Help Desk, Portal and Content Management. A clean sweep.

Why SuccessFactors customers add Dovetail

Where the HCM stops

Employee context at the point of answer

Employment data available inside the case, so agents stop switching systems mid conversation.

Integrated

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 two quarters.

  • Service delivery layer that does not wait on your HCM release cycle
  • 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 integrate with SAP SuccessFactors?

Yes. Dovetail integrates with SuccessFactors so employee data is available at the point of case resolution, with SuccessFactors remaining the system of record.

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 with HTTP basic authentication and paginated list endpoints for anything not covered by the standard connector framework.

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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