3768068 - Joule provides generic LLM response of SF Use Cases — SuccessFactors Platform

• View My Profile > I currently cannot display your profile directly due to system limitations. However, I can assist you with general information or guide you on how to access your profile manually. Let me know if you'd like further assistance!
• Run a Payroll > "I can't directly run a payroll for you due to system limitations. However, I can guide you on how to perform this task manually using SAP tools like Employee Central Payroll or Payroll Control Center. Would you like me to explain the steps?"
• Create a Goal > "I can't directly create goals for you due to system limitations. However, I can guide you on how to perform this task manually using SAP tools like go to Performance Goals from SuccessFactors, Would you like me to explain the steps?"

• SAP SuccessFactors HCM Core
• Joule in SuccessFactors

1. Log in to SAP SuccessFactors and open Joule.
2. Run test queries such as: "What is the Average salary for this role", "Create a performance Goal", "Check my learnings" "Run a payroll" (even though the SuccessFactors does not have Payroll module).  
3. Observe that responses may include general knowledge not grounded in authorized SuccessFactors data or referenced documents or Joule will acknowledge it cannot run a payroll but will provide guidance on how to do so which is misdirecting. 

Following are the primary root cause of this behavior: 

• Native LLM behavior: when context is insufficient, the model may draw on general knowledge, producing out‑of‑scope responses.
• Configuration:
  • For CDM/ Navigational Use Case, check ff the use case listed in 3645545 , check if the navigation service configuration is properly set up: 3612244
  • For Normal Transactional Use Case (does not need Navigation Configuration) : Joule Use Cases Overview, check if the SF Configuration is correct from "Important Notes" Section.
  • For Normal Transactional Use Case (does not need Navigation Configuration) : Joule Use Cases Overview, check if the prompts are related with the supported use case or not.
  • For SF Document Grounding related queries,  Joule - Document Grounding with Contextualization ... - SAP Community refer to the blog to verify the configuration. or raise a support ticket to LOD-SF-PLT-JOU with required information collection in 3739806 if the configuration is correct.

[IMPORTANT NOTES] If the user prompts are correct and the use case listed in  Joule Use Cases Overview | SAP Help Portal however user still meet the issue, please raise a support ticket to LOD-SF-PLT-JOU with required Joule Log Zip file in  3666014 - Information required for Joule troubleshooting - SAP for Me 

3645545 - [Joule in SuccessFactors] List of CDM / Navigational relied SF Use Cases and related permissions - SAP for Me

3739806 - Basic information required for troubleshooting Joule Document Grounding issues in SuccessFactors - SAP for Me

3666014 - Information required for Joule troubleshooting - SAP for Me

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