3619387 - Joule - Navigation Configuration / CDM Troubleshooting of SuccessFactors CDM and Navigational relied Use Cases

This KBA we will cover:

1. This KBA covers the configuration steps to make the Navigation use cases and CDM relied use cases work fine in SF Joule.

2.Check the List of the impacted SF use cases that rely on SF Joule Navigation Service configuration: 3645545 - [Joule in SuccessFactors] List of CDM / Navigational relied SF Use Cases and related permissions

3.Before checking  3612244 - Joule in SAP SuccessFactors - some use cases / new use case do not work to refresh CDM channel, please make sure you've followed this KBA and all configurations steps across your BTP / Work Zone / IPS Job / SF mentioned in this KBA are configured correctly and Jobs are running fine.

4.Refer to Attachment section in this KBA, you will find the standard templates' file IPS-Template Joule.zip of configuring IPS Source & Target system jobs for syncing user from SF to Work Zone, as the key part of the whole CDM / Navigation Service Configuration.  Configure Identity Provisioning Service | SAP Help Portal 

5. Refer to Attachment section in this KBA, if go through this KBA the issue does not resolve, please download Basic Information of SF Joule Navigational Service Troubleshooting.docx and share details in customer case.

[Important Notes since October 13, 2025] 

If you're setting up Joule after Oct 13, 2025, you do not need to configure the navigation service destination manually. For more information about the navigation service destination, see the following section Navigation Service Destination: Help Portal - Configure Destination to Use Navigation Service

• Users do not need to create the Navigation Service destination manually in their BTP subaccounts.
• For existing customers who have already configured the destination in their BTP subaccounts, there is no action needed.
• Once a customer includes an SAP Build Work Zone system into the Joule Formation, they would not see NavigationService destination created in their BTP subaccounts, as this is created in SAP’s provider - BTP subaccount.

This KBA provides the step by step troubleshooting of below issue scenarios:

• Customer reports that most or all of the navigational use cases are not working fine in Joule;(3645545 - [Joule in SuccessFactors] List of CDM / Navigational relied SF Use Cases and related permissions)
• Not only Navigation use case, CDM relied use cases are also not working fine (3645545 - [Joule in SuccessFactors] List of CDM / Navigational relied SF Use Cases and related permissions)
• Navigation Configuration is a pre-requirement of  3666964 - Performance and Goals Agent Availability in SAP SuccessFactors.
• Performance and Goals Agents does not work in Joule
• When asking to view the manager, "profile" button is not visible when Joule responds with user result (as it should appear per screenshot below)
• Command "View Org Chart" / "View Home Page"in Joule, Joule responded with below message instead of providing a deeplink: "I am unable to provide an organizational chart directly. However, I can help you view specific information about employees, managers, direct reports, divisions, departments, and more. Please specify what information you would like to view." or "I am unable to navigate to the home page directly. However, I can assist you with various tasks or provide information. Please let me know how I can assist you further."

A Correct Use Case of how "Profile" button & Deeplink generated in Joule Response:

[IMPORTANT] If after going through this KBA it still did not resolve your issue, Kindly download Basic Information of SF Joule Navigational Service Troubleshooting.docx in this KBA to provide details to SAP Support Team.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.  

• SAP SuccessFactors HCM Suite
• Joule

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