3810899 - AI Data Handling & Activation Terms for Generative AI and ML — SAP Sales Cloud Version 2

• Users request clarification before activating generative AI and machine learning regarding how customer data processed by LLM capabilities remains within SAP boundaries.
• Users ask whether customer data is sent to external/third‑party LLM providers and, if yes, what controls prevent retention or training of external LLMs.
• Users seek information on provisions and technical/security controls to prevent or address potential data leakage through AI capabilities, including safeguards around prompts and responses.
• Users ask whether AI Terms & Conditions for SAP Sales Cloud Version 2 are the same as for SAP Emarsys, and request the applicable Sales Cloud V2 AI T&Cs link if different.

• Product: SAP Service Cloud Version 2
• Machine Learning for SAP Service Cloud Version 2
• Generative Artificial Intelligence in SAP Service Cloud Version 2

It is know how request from customer/partner on how AI data is handled when Generative AI and ML is used in customer system.

You want to know how the data is being handled when Gen AI and ML functionaities are used in SAP Service Cloud Version 2

1. Refer to the Trust Center: AI ethics and governance for official information on AI principles, data usage, and safeguards.
2. Review the Trust Center: Agreements (Cloud Services). Under Agreements, there is one version for AI terms that applies to cloud services.
3. Note that SAP Sales and Service Cloud Version 2 and SAP Emarsys use AI capabilities provided by SAP AI Core (including model access controls and contracts with LLM providers). AI scenarios must pass ethics reviews, DPP checks, security reviews, and other gates before deployment.
4. For handling personally identifiable information (PII), refer to the solution guide: Sales/Service Cloud V2 solution guide: PII handling options.

• refer to: Trust Center: AI ethics and governance
• refer to: Trust Center: Agreements (Cloud Services)
• refer to: Sales/Service Cloud V2 solution guide: PII handling options

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