Component Specific Questions
Troubleshoot your issue at your own! – Try Component Specific Questions (CSQ) for faster resolution.
CSQs are the set of suggestions which put forward the latest KBA,Notes,WIKI docs, blogs and videos to serve you a quick resolution for the customer. The CSQ section appears right after business Impact section while creating the Incident with the heading ‘Questions Specific to the selected application area’.
When the customer attempts to create an incident at SAP Service Market Place or via Solman and selecting a component, a set of customized recommendations and specific questions are prompted. With this, you will be immediately led towards a potential solution without sending an incident to SAP Support. This way, it helps you finding the resolution of your issues faster minimizing the overall time and effort for both the parties. Therefore, we always encourage customers to ensure that they are mentioning the correct component to get with the right set of CSQs for the specific issue area, else you will not get appropriate results for resolution. These CSQs are specific to each GRC component and their sub-components i.e, Access Control CSQs are different from Process Control/Risk Management and so on, and further they are categorized by their sub-components – Access Request Creation(ARQ), Access
Risk Management(ARA), Business Role Management(BRM), Emergency Access Management(EAM).
It is a generic text which is displayed for a particular component. Now, it becomes the action item for the customer to look for the most appropriate answer as per the business requirement. For example, CSQs for ARQ- there are categories like Notifications, workflow, provisioning, Password self service, Model user, dumps etc. Therefore, customer will have to check the particular area their issue belongs to. If they find a relevant solution and it resolves the issue, they can skip creating the Incident further and leave Incident wizard without saving. Otherwise, please continue with Incident description and add other related things to complete the Incident helping our engineers understand your issue more effectively.
Similarly, there are CSQs for process Control, Risk Management and Sustainability Performance Management. Going forward, Audit Management/Fraud Management CSQs will also be updated in their Incidents.
These CSQs are updated every quarter consisting the details of latest code corrections/hot fixes via Notes/KBAs, WIKI documents, blogs at SCN forum and additional quick updates. This is a really easy and quick way of troubleshooting your issues at your own prior to sending the Incident to SAP Support. This helps finding the solution at a very short span of time.
Good One Shreya.
Thanks for sharing.