By now, you are using the new SAP ONE Support Launchpad to engage with SAP Support, access support applications, and manage your SAP products. Did you know that you can streamline your problem-resolution process even further by using our new Expert Chat functionality?
The Expert Chat program is built right into the incident form for your convenience. To get started, just begin the process of submitting an incident, filling in the relevant information about your problem or question. Then, if a support engineer is available for the selected component, you will see a green “Start Chat” button next to the “Submit” button in the incident screen:
You will be immediately connected with a knowledgeable SAP support expert who will work with you to answer your question or resolve your issue right away. The information you’ve entered into the incident field will be transferred to the support engineer to aid in the resolution of your issue. The support representative will create an incident for you containing your chat transcript and, if unable to resolve your issue immediately, they will continue the incident submission process for you. There is no duplication of effort!
Keep in mind, if you do not see the Start Chat button in your incident wizard, either there is no available engineer at that time or Expert Chat has not been rolled out yet for your selected component.
This innovation is just another part of our commitment to improving your support experience. Let us know in the comments about your experience with Expert Chat support!
Client Communications Manager
SAP Customer Experience