Track 09 · Systems & unit costLesson 01 of 11
Agents inside CRM, ERP and ITSM
Integrate where the highest-value first use cases live.
- The FDE path · Stage 4 of 6
- 30 min read
- 75 min hands-on
- Pro
What you'll be able to do
01- You can map a use case onto the object models of Salesforce, ServiceNow, SAP S/4HANA and Dynamics 365.
- You can choose an API surface (record, composite, bulk, events, custom endpoint) for an integration job and justify it against the platform's limits.
- You can implement a write-back adapter with external-ID upsert, a per-intent field allow-list, idempotency keys, draft-then-commit and API-budget shedding.
- You can diagnose duplicates, permission leaks and limit exhaustion from production symptoms.
- You can defend a build-versus-use decision on the vendor's native agent.
Before you start
- SaaS connectors and auth flows: OAuth flows, token refresh and connector structure, assumed here.
- Tools with scoped, auditable access and Retries, fallbacks and failing gracefully.
- Approval gates and bounded autonomy and Finding where the data really lives.
The short version
The work that matters already has a home: a Case in Salesforce, an incident in ServiceNow, a sales order in SAP. An agent earns its keep when it writes back into those records correctly, so nobody re-keys anything. That means learning each platform's object model, picking the API surface that fits the job, staying inside a shared API allocation, letting the platform's own field-level security and sharing do their work, and routing every write through deterministic code that enforces an allow-list, idempotency and draft-then-commit for anything consequential. Before you build, check whether the vendor's own agent already does the job.
- The system of record is someone else's ledger. Your agent is a guest with narrow, audited permissions.
- Retries create duplicates unless the write is keyed on the business event.
- API limits are shared across every integration in the org. Budget your share and shed load early.
- The model fills slots in a schema the adapter owns. It never chooses objects or field names.
Pro lesson
The rest of this lesson is in Pro.
The mental model, worked example, field note, failure table, exercise and self-check, with the voice tutor.
Pro opens this stage
Stage 4 · Agents that act safely- 7 lessons, with the voice tutor
- Lab · Find the intake agent's failed writes, graded here
Also in Pro
- Every stage and specialisation, in full
- Every lab and every role project
- Halden weeks 2–10, on your record
- Every drill, live in the playground
- All solutions, plus the server judge
- Lab Assistant and every Teach with AI