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Cue music….

Well, we aren’t going with a big bang approach to the new SAP Support Portal, although fireworks would be nice 🙂

If you’ve read our previous blogs, (A New SAP Support Portal Focused on You and What to Expect When You’re Expecting a new SAP Support Portal) then you know we have been hyping this up for a little while.

You’ve seen some screenshots of what the new SAP Support Portal will look like (nice isn’t it?)

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You’ve heard about how our redesign efforts are focused on our customers.

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Now, we’d like to share with you where we are with the launch of the new SAP Support Portal.

Customers have been at the heart of this redesign before it even became an initiative.  Countless pieces of feedback have been received over the years from our customer base, and we couldn’t be where we are now without your voice, so thank you for continuing to share what you like and what you don’t like.  We count on you to tell it like it is.

Over the past 2 years, we have had a dedicated group of customers and partners aligned to the SAP Support Portal redesign program.  These customers are from all over the globe, and have volunteered their time to join multiple calls, discuss a multitude of topics, provide their feedback on mockups, and be a part of our redesign team.  A big thank you goes out to them for being a part of this journey.

As such, we want to give them the opportunity to test out our first phase delivery of the new SAP Support Portal.  Last week, we opened up access to the new portal to this select group of customers to give them the opportunity to test, play, and provide feedback.  This is a huge milestone, and one that we want to get right.  Over the next few weeks, testing and updates will continue.  Our goal, if all goes according to plan, will be to open up the first phase delivery of the new SAP Support Portal to all customers in Q1 2014.

This is an exciting time for us all, and we are really looking forward to a successful test period.   Stay tuned for what you can expect with the first phase of the new SAP Support Portal, and what’s to come in 2014.  It’s going to be a great new beginning for us all.

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16 Comments

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  1. Stephen Millard

    Hi Kristen.

    Can’t wait to give it a spin 🙂

    Will there be any opportunity to feedback on the portal for any further (smaller) iterations?

    Regards,

    Stephen.

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  2. Shkelzen Hasanaj

    Hi,

    thanks for the info.

    I have one question and I really do not know in which space to ask it, so please let me use this blog.

    My question is regarding Sap Incident Wizard.

    The first step is: Chose System. If the Customer does not have any system yet and wants to open a message/incident he/she is unable to proceed. This is at least what I observe. Is there something I am missing or the portal is missing something. 😕

    Best regards

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    1. Kristen Scheffler Post author

      Hi,

      No problem at all asking the question here 🙂

      If no system exists against an installation, then a system needs to be created.  This is generally done through the Keys & Requests area of the portal.  You can create a system by going through a license key request or by creating a system for products that require no license in this section.

      There is documentation located on the page: http://service.sap.com/licensekeys

      Hope that helps!

      Thanks,

      Kristen

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  3. Matt Fraser

    Hi Kristen,

    Thanks for this overview of what to expect.  From the screenshots, it looks like the Support Portal is adopting the technology now in use for SCN; is this correct?  The new launch on SCN was rocky, to say the least, although it seems to be functioning much better these days.  My only real outstanding complaint now is the lack of a good hierarchical structure for the topic spaces, though I suspect that is organizational and not technical in nature.  In short, it can be difficult to browse to an appropriate topic space except by searching for keywords.  Having been an OSS/Service Marketplace/Support Portal user for about seventeen years, although I admit the layout is non-intuitive for new users, I have a level of comfort and familiarity with its layout and structure and can generally find what I’m looking for in moments.  Will there be some sort of transitional navigation aids to help those who knew exactly where to go in the old structure to guide them to the appropriate place in the new structure?  We old farts need all the help we can get!  😉

    Best regards,

    Matt

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    1. Kristen Scheffler Post author

      Hi Matt,

      Thanks for your comment!

      We are currently working on the ‘aids’ for the new SAP Support Portal.  What is great, is there will be a modal window overlay you can access on the home page to help you become familiar with the new structure.  I have seen it first hand, and it is very intuitive!

      With regards to your familiarity with the current portal, I am in the same place as you.  Now that I know where things are, I find it relatively easy.  I can say with the new portal, the navigation paths are extremely simplified, and I can not only find what I am looking for with ease, but do so in much less time!

      If you have any suggestions for tips that would be helpful for ‘old vs new’ portal structure guidance, please let me know.  We are interested in what would be best for you!

      Thanks,

      Kristen

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    1. Kristen Scheffler Post author

      Hi Linus,

      Thanks for your feedback!

      The portal width has been fixed (for now) to be best viewable on all browsers.  There will be changes to this in the future based on customer feedback (thank you!)

      Thanks!

      Kristen

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