Meet SAP Support!
Ever wonder who is on the other end of the support message that you log?
Is it a person?
Is it a computer app?
Is it a bot?
If you answered person, you are right!
The SAP Active Global Support organization is a global support organization. Here are some stats you may be unaware of:
- More than 5900 employees
- Located in 54 countries around the globe
- Backed up by more than 15,000 developers
- Only team within the SAP ecosystem supporting all SAP installations around the world
- Supports more than 195,000 customers in more than 120 countries
Pretty amazing right?
We thought it would be good to share with you the people that support you. Welcome to our Meet SAP Support blog series!
Want to track our posts? We are tagging them with Meet_SAP_Support
SAP Sybase Ghostbusters: Life of ASE Product Support Engineer – Just in time for Halloween!
Former SAP Support Employee’s View on SAP Support – A great read by Michael Bestvina
Message Solving in the City of Tribes – do you know where this is?
Find out why Kristen loves her job with SAP support
What do soccer, subways, and SAP support have in common? Way to go Marcio Leoni!
Go around the world with SAP’s Customer Interaction Center
A special holiday message from the SAP AGS Customer Experience team
No day is ever the same in SAP’s Support Advisory Center
If you are a dreamer, join in!
Oh wow! A person is always good. I honestly thought that the first time it was just ran thru a program to determine if the question has been asked before. It will be a cool blog series!
Thanks Michelle! We are looking forward to sharing the people behind the scenes.
Stay tuned for more in the series 🙂
Former AGS employee here! 🙂
And yes, we are breathing humans just like the rest of you...be kind!
Just a note to all of you on the other side (i.e. customers/partners) who are like me. The best way you can help support is to very clearly document your issue. We all like to complain about the slow support process for any enterprise vendor, but in a large number of cases this is because the customer has not demonstrated a clear description of the problem.
Kristen Scheffler - If you're interested in an former insider, to current outsider, I'm more than welcome to post up a blog. (Regardless of whether it's part of the Meet_SAP_Support initiative)
Thanks for your comments and kind words!
Would love you to post a blog. Always good to get different perspectives 🙂
Just created 😉
Thanks Michael! Updated the above with a link to your post. Truly a great read. Thanks again for your offer to contribute 🙂
Glad I could help 🙂
just love the articulation of this blog Kristen Kristen Scheffler
Simple->Strong Messaging-> Numbers'n KPI->Value delivered
..keep these coming and Happy Halloween 🙂
Thanks as usual Tridip Chakraborthy for your support!
Really want to show the human side of our support organization because they are truly amazing!
Hope you enjoy the first blog (flashing back to Ghostbusters!)
yes on it right away, from the name, it looks like a Trick-Or-Read blog 🙂
Just wanted to say thanks. I must admit I'm not a big fan of SAP support because as far as CRM area is concerned, I've found myself destroying my keyboard while responding to OSS messages more than once 😉
So I'm looking forward to reading this blog series... and get to know you!
Thanks for your kind comments, and appreciate you wanting to read more 🙂
Feel free to connect with me anytime if you find yourself in the 'destroy' zone. More than happy to listen and help!
Indeed I've searched for an idea place, but couldn't find any related to SAP support. So apologize if it is not really a good place to post this comment, but here is what I wish the most about SAP support: make my life easier when dealing to "describe how to reproduce the reported issue".
Obviously this part of the customer's job is of critical importance, but it is soooooo time consuming to take screenshots of every step, paste it in a Word document, explain where to input data, what button to clic on, etc. that when you're opening more than 1 OSS message a day like me, this is a full time job (you cannot imagine how many notes were created when I was working on CRM5.0 PCUI).
So it's been a few years now that I ended up using one of the free softwares you can find over the Internet to record videos of my screen while reproducing the reported unexpected behavior. This gives me an AVI file in a matter of minutes, with each and every details needed to reproduce the issue... But the problem is: 20% of the time the SAP support employee processing my message answers that his PC cannot read this type of file (strange if you're using windows operating system), and that a word document is definitely necessary...
So I think it would make a great difference if SAP support decided to officially nominate a free software to record videos that they tolerate, or make one of the softwares used by SAP to create training materials (like SAP tutor, etc.) available free of charge for customers as soon as they agree to use it for OSS messages only. What do you think?
This is a great idea!
I will bring this in to our project team to take a look at.
Isn't this what Netviewer is for?
Nicolas is talking about the attachment when creating a message. There are limitations to types of documents that are 'accepted' as attachments in a message. .avi is definitely one that is accepted, so not sure why we can't 'read' them, but that is what I am going to find out 🙂
In fact, there is a list of supported attachments for messages in the support portal here in section 4.1.1 http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000694196&_SCENARIO=01100035870000000112&_OBJECT=011000358700001248462005E
Hi Kristen, you've got it right.
If you are using Windows, an option exist already to record steps. You just need to click on 'start' - run and enter PSR. Select and click on 'record' to start your steps.
The attached document is then saved as a Zip file.
More information is available on the internet regarding this free and legal copy of software from Microsoft.
Thanks for the tip... but I find it difficult to actually see for example the exact button that was clicked by a user when using this tool (mainly when it's an hyperlink in Internet Explorer, like in CRM). That's why I tend to use other free softwares like Jing, or CamRecorder. But my point is more related to SAP Support communication: it would be great if they could officially state that one tool (whatever it is) is supported and can be used without the risk for a customer to receive this kind of answer: "Sorry, but could you send a Word document with screenshots as I cannot open/read the file you sent me".
I agree that we should write an app that's integrated in the SMP to do such a job. Would be quite helpful for people who have to ctrl-c and then use Paint to format the image and then paste in Word.
Maybe someone will take this challenge and create one ASAP 🙂
As for the message avoidance, yes I agree that we should put the extra effort to get to the bottom of the issue instead of waiting for all and every single detail.
Chances are that it's the codec that's the issue rather than the file format. If the video is encoded with a codec that the user's machine doesn't have installed they'll be able to open the AVI file but their player won't be able to play it. Without knowing what codecs they have installed you would need to hedge your bets on a more prolific or common codec.
VLC is often favoured for playback and I used to deploy it as standard in my last organisation as it supports a very wide range of codecs (and is free). However machines are often locked down to the extent where you can't install just any piece of software. I expect this is likely the case for the support folk at SAP.
So as a potential alternative I'd suggest uploading your video to YouTube (or your favoured video hosting site). You can get a free YouTube account and you can make the video unlisted if you would prefer people not to stumble across it through search. The only thing you would need to take care with is what exactly you are showing on screen - but if it isn't critical to the issue you could do some video editing to blank confidential or private data, etc. out. Then include a hyperlink in your Word document or the note text. Hopefully SAP support won't have any web filtering to restrict access to such externally hosted videos.
Thanks for the tip, and I quite like it actually! I've never thought of uploading those videos to Youtube but that's a very good idea, because it will make it even easier for me to archive them or share them to colleagues.
If SAP support is OK about that (and can access YouTube site), I think you found the exact solution I was looking for 🙂 .
Thanks a lot,
No problem Nicolas. I've used this technique a few times when reporting issues (just not with SAP systems (yet)).
Kristen Scheffler has suggested that YouTube should be accessible for a good proportion if not all support staff, so it does sound viable.
Ref. Twitter conversation
I definitely love this solution... Thanks again for sharing.