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The fascinating journey of Wiki@Product Support

In 2006 established SAP the company wide wiki platform with Confluence. As one of the first contributors I introduced this tool to Product support. Starting with the former “IMS Knowledge Base” the journey began.

https://community.wdf.sap.corp/sbs/servlet/JiveServlet/showImage/38-17147-12182/x1.JPG

internal wiki pages

 

 

The growth at our web based encyclopedia was amazingly. Wiki-Champs in Support Centers, Moderators and Contact persons in development were trained in handling of our new Wiki.

More than 1000 active Users from Primary Support and Development Support are counted month by month.

https://community.wdf.sap.corp/sbs/servlet/JiveServlet/showImage/38-17147-12182/x1.JPG

Inspired by this success Daniela Wollinger started 2008 establishing a similar Infrastructure at SCN, the well known community platform to our customers. We found already content which was relevant for Support. At this point in time we faced concerns from colleagues not known that this channel, together with the introduced forums will grow to one of our cornerstones of support to customers whenever there is no bug. So we can distinguish between serious product issues and valid customer issues (e.g. how-to questions).

SDN wiki pages

 

 

Luis Philippe Lanz coordinated the Forums, and Daniela Wollinger the Wiki.

And more than 700.000 threads at the forums lead to Primary Support as the most attractive reason to visit SDN. 30.503 average logins per day and 4.102 new members a week attest to the success of SCN Community.

Pedro Arrontes is the innovator of x-search. Piloted in 2008, internal rollout in 2009 and finally released for customers in 2010 is the history in short of bringing an idea to reality.

Brendan O’Brian will now succeed Daniela. In his role at the strategic initiative at Primary Support, with passion and ideas, he will take over the coordination of our SDN-Wiki.

Many thanks for this success to all Moderators, Community-Masters and contributors, and special thanks to Daniela and Luis Philippe for their engagement making this success happened.

Have you ever seen a child growing up? Then you know how I am feeling – Horst Schubert, Head of Global Support Center Austria and backbone of this innovation.

 

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