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Author's profile photo Thomas Hensel

Deliver exceptional customer service with cloud-based support portal

UPDATE: New version of the support site now available. Learn more Support site – easy to create, easy to consume, fun to use


When was the last time you had an real issue with a product or service you bought – hopefully long time ago! Typically users quickly find a good-enough solution by checking the manual or calling a support hotline. But what happened, if the issue is a little bit more tricky than initially anticipated?

Exceptional customer experience as differentiator
In today’s fast-paced business world enterprises of all sizes need to quickly react on market changes and differentiate their offering from the competition by

  • Bringing intuitive, valuable product innovations to the market faster
  • Offering superior end-to-end customer experience and support services

Put yourself into the shoes of a service agent or customer service advisor. How can your service organization optimize customer loyalty & retention, increase efficiency and at the same time reduce support costs?

Support Portal - Persona.png

Serve increasing customer expectations
Especially the young generation who enters the business world has high expectations on customer service. Mobile technologies, social media and easy-to-use apps dramatically change the perception of how people consume products or services and want to engage with your company (see also “99 Facts on Future of Business“).

As a consequence delivering an exceptional support experience to your customers is a key for success: by anticipating needs (recommended article about the psychic pizza by Kai Petzelt ) and empowering people to easily get answers to questions via their channel of choice. Studies show that 72% of customers prefer using a website or self-services to quickly find a solution for a problem*. That’s why an intuitive support site should complement your classic interaction channels such as email, phone or chat.

According to recent blog by Forrester intuitive self-services and consistent, cross-channel service experience are amongst the key trends for customer service in 2014.

Give customers a new self-service channel!
Imagine your service organizations could easily engage with customers via a support portal where people can access self-services via desktop and mobile devices at any time?

  • End users gain easy, personalized access to self-services via web-based, branded support site to view and create tickets, access a knowledge base, and interact with service agents.
  • Service agents manage service requests more efficiently and reduce high-tough service efforts through customer self-services.
  • Site authors easily manage, customize out-of-the-box content, brand the user experience and build custom solution extensions on an open, cost-efficient platform.

With “SAP Cloud for Service – Self-Service Support Portal” you can take customer service to a whole new level – leveraging the cloud for unprecedented speed and flexibility. The solution is powered by SAP HANA Cloud portal and allows you to easily create attractive self-service support sites.

Cloud for Servie - Support Portal 2.png

The support portal edition offers various out of the box widgets, for example: displaying open tickets, creating new service requests or accessing a knowledge base – all depending on user’s specific role and permissions in the organization. The site can be fully customized according to your company’s corporate design. You may even develop your own custom solution extensions leveraging the open SAP HANA Cloud platform. Check out these great blogs by Gaurav Dey: “Developing a sample C4C extension application using SAP HANA Cloud Platformpart 1 and part 2 for further information.

If you are interested in further details, read the blog post by Rachel Kahana Samet on the new Support site – easy to create, easy to consume, fun to use 

Note: The support site primarily focuses on integration with service-related objects of SAP Cloud for Customer. If you are interested in partner scenarios, check the Partner Portal, which allows partners to easily access self-services for managing marketing leads, customer opportunities and deals via the portal.

Looking forward to your feedback,

* Source: “The State of Unassisted Support: 2012” TSIA Technology Insight

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      Author's profile photo Jacques-Antoine Ollier
      Jacques-Antoine Ollier

      Hello Thomas,

      I work for an SAP Partner and I personnaly have some difficulties to understand all the aspects of this type of Portal licensing.

      For example, imagine a customer already have a Cloud for Customer license.

      He wants to use a HANA Cloud Portal in order to manage its customer support from this portal.

      How does it work?

      - Do we request a license to SAP for SAP Cloud for Customer -Support portal edition?

      - is it another license?

      - is the license based on number of visits? number of customers registered? etc.

      - are the Widgets of Mindtouch and LiveEngage already built in this portal? Oo do we need to build them ourselves? I know you wrote out-of-the-box but it could mean different things. 🙂

      - or do we need to buy another license of SAP Knowledge Central in order to get the Mindtouch widget working?

      Do not hesitate to contact me personally at

      Thank you for your attention.

      Best regards.

      Jacques-Antoine Ollier

      Author's profile photo Amir Blich
      Amir Blich

      Hello Ollier,

      Regarding the licensing questions:

      The Support Portal is licensed separately from C4C. It is an add-on subscription on top of the portal subscription - think of it as an integration component that ties cloud portal with C4C.

      The license is based on portal visits so you would need o make sure you license enough portal visits for the specific use case. All external users accessing the Support Site do not need C4C licenses. Since HCP has several bundles that could be appropriate for such scenario, feel free to contact me directly at to discuss licensing options.

      As for the rest of the widgets: MindTouch, etc. they will need to be licensed separately.

      You are already engaged with our team since last week via email - I'll make sure we have a single thread for this.



      Author's profile photo Belinda Lloyd
      Belinda Lloyd

      HI Amir

      When a license includes 25 000 visits,what is a visit defined as? A click? Click on a certain page - let's say I visit 10 different pages on the portal, is that 10 clicks? Maybe the length of the stay on a page counts?



      Author's profile photo Amir Blich
      Amir Blich

      Hi Belinda,

      Basically a visit is the equivalent of a session. You can visit any number of pages and as long as you do it during a single browser session - it is regarded as a single visit.

      If you close the browser or let the session expire, a new session will start as you log back in or reopen the browser and visit the portal.



      Author's profile photo Belinda Lloyd
      Belinda Lloyd

      Thanks Amir, very useful info.

      Author's profile photo Gaurav Dey
      Gaurav Dey

      Very useful info.