PerciServe – Support Suite
Intelligent SAP support. From instant resolution to root cause.
Most SAP environments degrade after go-live. Tickets accumulate. The same questions get asked and answered repeatedly. PerciServe changes that – an AI-powered support journey built around two connected modules: PerciServe for instant L1 resolution and PerciXpert’s support module for deep SAP investigation at L2 and L3.
The problem: the cost of reactive SAP Support.
SAP support queries typically fall into two categories: questions that can be resolved with the right documentation and knowledge, and issues that require a consultant to investigate the live system to find the root cause. PerciServe handles both – resolving what it can instantly through PerciServe, and passing anything more complex to PerciXpert’s support module with the entire context already gathered.
Intelligent AMS Flow
From self-service resolution to deep technical investigation.
PerciServe is built around two connected modules – PerciServe instant L1 resolution and PerciXpert’s support module – with FUTUROOT providing process intelligence underneath both. The diagram below shows how a support journey flows through PerciServe end-to-end: a query comes in, PerciServeiDesk tries to resolve it instantly, and anything it can’t handle is escalated – with the whole context – to PerciXpert for deep investigation. Every resolution then feeds back into the system, making the next one faster.
Built for every stage of the SAP lifecycle
L1 – Self-service resolution
PerciServe: instant answers for business users.
Users raise queries via chat. PerciServe searches across SAP documentation, SOPs, the ticket knowledge base, and training materials and delivers an instant answer. If it can’t resolve the query, it auto-raises a ticket and passes the full context to PerciXpert.
L2 & L3 – Consultant-led resolution
PerciXpert support module: from ticket to root cause
PerciXpert’s support module ingests the ticket and context already gathered, reads live SAP objects — ABAP, CDS views, configuration, custom logic, communication scenarios — to pinpoint the root cause and recommend a resolution. A consultant reviews and applies the fix.”
SAP objects PerciXpert reads:
ABAP Objects / CDS Views / Configuration Custom Logic Comm. / Scenarios / Custom Fields / Analytical Queries
Important: PerciXpert’s support module surfaces the root cause and recommends a resolution – it does not act on the system itself. A consultant still makes and applies the fix, but starts with a diagnosis, not a blank page.
Process Intelligence Layer
Provides information to both PerciServe & PerciXpert for end-to-end process visibility.
FUTUROOT is the process intelligence layer underneath both PerciServe and PerciXpert — consuming ticket context from PerciServe and SAP object context from PerciXpert to give IT leadership end-to-end process visibility, not just ticket counts.
Its capabilities include P2P and O2C process mining, cycle time analysis, bottleneck detection, conformance checking, and AI alerts — proactive flags that surface issues before they become tickets.
The continuous feedback loop
Resolutions feed back into the knowledge base.
When PerciXpert resolves an issue, that resolution feeds back into PerciServe’s knowledge base – as shown in the diagram. Subsequent queries on the same issue can then be resolved by PerciServeDesk at L1.
PerciServe is part of the PerciVerse.
Percipere’s connected AI ecosystem for SAP – covering implementation, business intelligence, support, and purpose-built applications. PerciServe sits alongside PerciXpert, PerciHub, PerciSuite, and FUTUROOT as one of five layers of the PerciVerse.
See how PerciServe handles your support journey.
Tell us about your current AMS setup -ticket volumes, common issues, what’s eating your team’s time – and we’ll show you exactly where PerciServe and PerciXpert would change the picture.
FAQs
What is PerciServe?
PerciServe is Percipere’s support suite – an AI-powered support journey covering L1 self-service resolution through PerciServe, L2/L3 root-cause investigation through PerciXpert’s support module, and process intelligence through FUTUROOT.
What is PerciDesk?
PerciDesk is the L1 component of PerciServe – an AI assistant trained on your SAP documentation, SOPs, ticket knowledge base, and training materials. Business users ask questions via chat and receive instant answers.
What happens when PerciServe cannot resolve a query?
PerciServe automatically raises a ticket and passes it — along with the full conversation and all relevant knowledge base context – to PerciXpert’s support module for L2/L3 investigation. The consultant receives a structured starting point, not a blank ticket.
Does PerciXpert’s support module take action on the SAP system?
No. PerciXpert’s support module reads live SAP objects – ABAP objects, CDS views, configuration, custom logic, communication scenarios – to identify the root cause and recommend a resolution. A consultant reviews and applies the fix. The module does not make changes to the system itself.
How does the feedback loop work?
When PerciXpert resolves an issue, that resolution is written back into PerciServe’s knowledge base. The next time a similar query arises, PerciServe can resolve it at L1 – without escalation.
What does FUTUROOT add to PerciServe?
FUTUROOT sits underneath both PerciServe and PerciXpert, consuming context from both. It surfaces process-level insights – P2P and O2C mining, cycle time analysis, bottleneck detection, conformance checking, and AI alerts – giving IT leadership visibility into process health, not just ticket counts.
Who are the users of PerciServe?
PerciServe is used by business users and end users. PerciXpert’s support module is used by IT consultants, the ETG team, and functional leads. FUTUROOT insights are consumed by IT leadership and process owners.
Insights & Thought Leadership
Driving Process Optimisation Ahead of SAP S/4HANA Migration
A diversified global agribusiness partnered with Percipere and FUTUROOT to optimise pre-migration processes and prepare for a critical SAP ECC to SAP S/4HANA® transformation within 12 months.
Transforming Financial Reporting and Operational Efficiency with SAP
A leading media and entertainment company partnered with Percipere to modernise financial systems and reporting, implementing a bespoke SAP S/4HANA® hybrid cloud solution to streamline operations and improve efficiency across divisions.
Streamlining Internal Processes with SAP S/4HANA Cloud Private Edition
Over 450 veterinary practices partnered with Percipere to modernise finance operations using SAP S/4HANA® Private Cloud, reducing audit costs, streamlining processes, and enabling teams to focus on patient care and practice growth.
Let us guide you on your digital transformation journey!