05 / The package library
Proven use cases, ready to call.
Each package distills what we have seen work across years of enterprise agentic engagements: connectors for both systems, a rule set, a workflow and the measures that matter. Any task UI can call them, configured to your environment and your approval practices.
MW-01 · SEAM PACKAGE
Quote-to-Cash
Salesforce⇄NetSuite or SAP S/4HANA
- The seam
- Closed-won deals get re-keyed into ERP sales orders. Terms, SKUs and tax codes drift between systems, and billing starts late.
- Rule set
- Price and term tolerances checked against the signed contract; discount limits by role; ERP posting only through an approved order.
- Workflow
- Drafts the sales order from the opportunity, quote and signed contract. Flags price, term and tax mismatches, routes discount exceptions to deal desk, posts to the ERP and writes order status back to the CRM.
- Review
- Finance approves orders above policy thresholds.
Scored onClose-to-invoice timeOrder exception rateRework touches
MW-02 · SEAM PACKAGE
Hire-to-Retire
Workday⇄ServiceNow
- The seam
- A hire is approved in Workday, then someone opens tickets by hand for laptop, access, desk and payroll checks. Leavers lag even further behind.
- Rule set
- Access bundles by role and location; non-standard access needs IT sign-off; compensation fields masked outside HR.
- Workflow
- Turns Workday hire, move and termination events into one onboarding or offboarding plan in ServiceNow, pre-filled by role and location. Tracks every task to done and tells the manager what is still outstanding.
- Review
- HR confirms the plan; IT approves non-standard access.
Scored onDay-one readinessOffboarding completion timeTickets opened by hand
MW-03 · SEAM PACKAGE
Identity Lifecycle
ADP⇄Okta
- The seam
- Role changes in HR never quite reach access. Movers keep old entitlements, leavers keep accounts, and access reviews live in spreadsheets.
- Rule set
- Least-privilege mapping from HR role to groups and apps; separation-of-duties checks; leavers deprovisioned on policy.
- Workflow
- Reads ADP joiner, mover and leaver events, proposes the matching Okta group and app changes, flags separation-of-duties conflicts and assembles an evidence pack for every change.
- Review
- Manager and app owner approve grants; deprovisioning can run on policy.
Scored onTime to deprovisionOrphaned accountsReview evidence prepared
MW-04 · SEAM PACKAGE
Escalation-to-Engineering
Zendesk or ServiceNow⇄Jira
- The seam
- Support copies tickets into Jira by hand, duplicates pile up, and customers hear nothing until someone remembers to check.
- Rule set
- Customer personal data redacted before it reaches engineering; one issue per cluster; customer replies need agent approval.
- Workflow
- Clusters related tickets, drafts one Jira issue with reproduction steps and affected accounts, links both sides, and drafts a customer update whenever engineering status changes.
- Review
- Support lead approves the escalation; the agent approves each reply.
Scored onDuplicate escalationsTime to engineering responseCustomer update lag
MW-05 · SEAM PACKAGE
Case-to-Cash
Salesforce Service Cloud⇄NetSuite, SAP or Zuora
- The seam
- Billing disputes ping-pong between support and accounts receivable over email. Nobody sees the invoice, the contract and the usage in one place.
- Rule set
- Credit limits by role; payment data masked; every credit memo approved by AR before it posts.
- Workflow
- Puts invoice, contract terms and usage beside the case, recommends a resolution within credit policy, then drafts the credit memo in the ERP and the reply in the case.
- Review
- AR approves every credit; larger amounts escalate to the controller.
Scored onDispute cycle timeCredits outside policyDays sales outstanding
MW-06 · SEAM PACKAGE
Campaign-to-Lead
HubSpot or Marketing Cloud⇄Salesforce
- The seam
- Leads cross from marketing to sales through CSV uploads and routing rules nobody trusts. Duplicates and dead leads clog the queue.
- Rule set
- Consent and opt-outs respected; routing by territory rules; no bulk export of contact lists.
- Workflow
- Dedupes and enriches on arrival, matches leads to existing accounts, routes by territory and capacity rules, and gives each rep a short why-now brief.
- Review
- Reps accept or reject with a reason that flows back to marketing.
Scored onSpeed to first touchDuplicate rateLead acceptance rate
MW-07 · SEAM PACKAGE
Account 360 & Field Service
Salesforce⇄ServiceNow
- The seam
- Account teams walk into renewals blind to the open incidents and field visits that live in another system.
- Rule set
- Read-only by default; contract values visible by role only; any write-back needs the record owner.
- Workflow
- Builds a pre-meeting brief that joins pipeline, open incidents, SLA breaches and recent field work, and suggests the commitments the account team can actually keep.
- Review
- Read-only by default; any write-back needs the record owner's approval.
Scored onBrief prep timeRenewal surprisesEscalations raised in QBRs
MW-08 · SEAM PACKAGE
Procure-to-Pay Exceptions
Coupa or SAP Ariba⇄SAP S/4HANA or Oracle
- The seam
- Invoices fail three-way match and land in an AP inbox. Clerks chase buyers and receivers by email to clear each one.
- Rule set
- Match tolerances owned by finance; supplier bank-detail changes always held for review; release needs AP.
- Workflow
- Explains each exception (price, quantity or receipt), gathers PO and goods-receipt evidence, drafts the fix or the supplier query, and queues it for release.
- Review
- AP approves every release; tolerance changes are never automatic.
Scored onException agingTouches per invoiceEarly-pay discounts captured
Pairings shown are common examples, not an exhaustive list; the same pattern applies to equivalents such as SAP, Oracle, Microsoft Dynamics or SuccessFactors. Product names are trademarks of their owners and imply no endorsement or partnership. Outcome metrics are what each package is scored on. Targets are set with you during the assessment, not promised in advance.10