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Author's profile photo Ada Lv

Enjoying my career as product support consultant in SAP

I joined SAP product support team in China in my thirties. Before that, I have worked on several software projects, including another ERP system.

After joined SAP, I regretted that I did not join SAP earlier.

Though as any other software systems, SAP has product bugs, undesired behaviors, missing functionalities, and unsatisfactory services in some cases, I still think SAP is a great company to work in and work with.

What impressed me most are that:

– SAP totally depends on its own products, comparing the outsourcing works in some other companies.

– SAP makes its wide range of software products under control, comparing to some software projects that become out of control when grow bigger and bigger.

– SAP keeps innovating  to make its products and services better, by collecting every ideas from every people.

– SAP focuses on customer success, and treats customer success as its own success.

Though as a support consultant in SAP who mainly provide remote services to customer, we rarely meet customer face to face, but we also get in touch with many customer from all over the world — remotely. We experience different cultures, different types of people. We feel happy when  customer gets a satisfactory solution, and we feel regret when we could not meet their expectation. We’re learning new knowledge as well as getting to know new people in our daily work, not only from the customers, but also from our experienced colleagues in Europe and other countries. I really had some nice experience during my work in SAP.

In the recent years, we emphasize more and more on KM (knowledge management) by provide KBAs, SCN Wikis, as well as help in SCN forums.

I think it is really a good idea to document every solution in KBAs. For many general questions, we always provide the same answer again and again to different customers in different customer messages — why don’t we just publish them? A small piece of KBA may help customer to get useful solution more efficient than using OSS messages.

In SCN forums and Wikis, we also can find many good and creative ideas from other experience consultants outside SAP, especially for those consulting questions which are not covered or limited covered by SAP support service. It is really a nice place to discuss, to learn, to communicate and to contribute.

Just hope everyone can make good use of our KM, finding out the helpful solutions here, and sharing your successful experience here 🙂

And all my best wishes to SAP’s continuous success together with its customers’ success!

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      Author's profile photo Somnath Manna
      Somnath Manna

      I used to hunt for Consulting type notes in Service Market Place. Before KBAs (hard to find) Consulting Notes provided product insight. Help dot sap dot com is good source of information but it is an ocean where you can get lost and loose direction very easily.

      Author's profile photo Ada Lv
      Ada Lv
      Blog Post Author

      Hi Somanath, it's true that it's difficult to find the exact information we want in SAP documents ocean. And it's also the truth that we do not provide much consulting information before. We're now trying to improving our search tool so that we can get some more acurate results. And through KBAs, SCN Wikis, SCN forums, we're also trying to provide more information. You can also let us know if you have any good idea on this.

      Author's profile photo Somnath Manna
      Somnath Manna

      The SCM and ERPLO Wiki spaces were created by me way back in 2007.

      Regarding KBAs the few I have seen are good and useful. Maybe SAP should publish list of KBAs in respective SCN Wiki space for better consumption. Also are you ready to get external inputs for preparing KBAs, if so let me know.

      Author's profile photo Ada Lv
      Ada Lv
      Blog Post Author

      Hello Somnath, we recently discussed something about KBA inside SAP. Actually we have already done some publish of KBA/Wiki/Note via our facebook and twitter accounts. Do you think it's better to pubish them in the respective SCN wiki space? Or do you think publishing them to relevant SCN forum is better?

      Regarding KBAs from external people, sorry that currently there's no plan for it, since we do not have extra resource working on checking and releasing the KBAs 🙁

      Author's profile photo Somnath Manna
      Somnath Manna

      KBA / SAP Notes published through FB & Twitter Accounts? Best place for them would be SCN SCM Wiki space. Publishing as a Forum thread will not help but accouncing through Blog would be a good idea.



      Author's profile photo Rod Villanueva
      Rod Villanueva

      Hi Ada Lv,

      Thank you for inspiring me to read more about your documents and blogs. I also dream that one day, I'll be working with SAP as product support consultant (for SAP APO). Though I have limited knowledge on some of other APO modules but I'm starting to read more and seek for answers. However, I know that it will be not so easy but still - I keep trying. 🙂

      SAP changes my career as well. I don't know the exact reason but when I first tried to use the software (way back 2010), something gave some sparks and really boosted my interests. I know that there's no exact college course/s for you to become an SAP Consultant. One thing I know, that I'm open for so many learning especially on APO. Thanks again.



      Author's profile photo Ada Lv
      Ada Lv
      Blog Post Author

      Hi AA,

      Thanks for the kind words.
      As I know, there're many experienced SAP consultant outside SAP, so working in SAP is not a necessary condition to get expert in SAP. I think you're on your way and you'll be an experienced product consultant for sure, as long as you're interested.

      I always want to write more documents here but my time is always limited ... we got many customer's reported issues to be solved ... and I'm not sure what topic will make people in  the forum interested ... if you have any idea, you can let me know 🙂

      See you!~

      Best Regards,

      Author's profile photo Former Member
      Former Member

      your article KBA, SCN all very very helpful!

      thanks !

      Author's profile photo Ada Lv
      Ada Lv
      Blog Post Author

      Thanks for the supportive words, Cliff~ I like the forums here becaue it makes me feel free than in customer messages 😛