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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:

 

Chat Button--Highlight_UPDATED.JPG

 

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.

 

Click here to read FAQs and more>>>

 

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!

 

Jamie Cantrell

Client Communications Manager

SAP Customer Experience

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38 Comments

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        1. Bernhard Luecke

          Hi Jelena,

          not sure why I see your comment only now. No, no invoice being sent! :-). This is a new service, an additional communication channel, that is offered as part of the normal Support Services, which are covered by the normal maintenance / subsciption fees.

          Regards

          Bernhard

          (1) 
  1. Joachim Rees

    Hey Jamie,

    this sounds like a very nice feature (and I agree that from an end user point of view indeed it is), however, if I understood it’s implications correctly it’s a no-go for VAR-Partners:

    Every little chat will create an incident, that counts towards “correction share”, thus putting the VAR-Status in jeopardy!

    So: Nice feature for end-users but really dangerous for VARs!

    best

    Joachim

    (0) 
    1. Jamie Cantrell Post author

      Hi Joachim,

      To be frank, I’m not an expert on the VAR partner experience, but I can ask the Chat team to see if they can provide any best practices advice here.  Thanks, as always, for your contribution to the discussion!

      Best,

      Jamie

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    2. Ilse Hoberman

      Hi Joachim,

      You’re right, a chat session still counts as an incident and this would affect the partner’s correction share if the topic of the chat session is regarded as 1st/2nd level.

      That’s why it is very important for VARs to request SAP to block their end customers from creating incidents.  That way, at least you can be sure your customers don’t initiate incidents or chats directly with SAP. See SAP Note 1285423 for more details on this.

      Best regards,

      Ilse

      (1) 
    1. Bernhard Luecke

      Hi yogesh,

      some functional areas have not gone live yet, this might be the reason – but they will soon. We´ll followup with you checking out on the specific area!

      Regards

      Bernhard

      (0) 
    2. Jamie Cantrell Post author

      Hi Yogesh,

      Bernhard is exactly right.  Some components have not yet been rolled out to chat, but we will see some big rollouts coming in the next two weeks.  Chat support for various components have been rolling out progressively for quite a while, but by the end of the month, we should see the majority available.  Have you tried a few different components to see if you can see the Start Chat button for some, if not others?

      Also, there is the possibility that at the time you tried to start your chat, the support engineers were busy assisting other customers and were not available to start a chat at that time.  This would also result in not seeing the Start Chat button.

      Let me know!

      Best,

      Jamie

      (0) 
    3. Sanjeev Shrivastava

      Hi Yogesh,

      It depends on the application/ solution you are using. If you have a basis related issue, you can use it. Similarily sybase, APO, CRM etc are using it already. By July wk1, most of the areas would be working on it.
      Just that you need to try it out. 😎

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  2. Karoly Taragyia

    Of course please take into account that there is no possibility to analyze complex problems via chat, which would very likely require SAP Support to log into the customer’s system to check exactly what happens and also be aware that questions like system configuration consulting will be handled similarly to the way it goes via Incidents in my opinion.

    (0) 
    1. Bernhard Luecke

      Why not? Even if it takes 1-2 hours of joint analysis, with screen sharing – this is still sooo much faster, in gross and net time, compared with an incident…

      well all learn to use it in the best possible way for the community!

      (0) 
    2. Jamie Cantrell Post author

      Hi Karoly,

      Chat can be used an alternative for the incident process for whatever questions or issues you’re having.  You’ll be connected directly with a support engineer with the opportunity to investigate and resolve your issue right away – simple or complex.


      If, for some reason, the engineer is not able to resolve the issue, then, yes it will be handled like an incident and routed to the appropriate team (member) for further investigation.  However, it’s important to understand that chat support is not intended as an answering service or call processing-type interaction.  You will be connected with a real, live SAP support expert who is trained in the component you are contacting us about.  We expect that the majority of chat inquiries will result in resolution of the problem and the minority will require further routing to next level specialists.


      I’d love to hear about your experience after trying out this new option.  We’re happy to hear about ways we can improve your experience, so please be specific when letting us know what went well and what we can do better.

      Best,

      Jamie

      (1) 
  3. Lluis Salvador Suarez

    Thanks Jamie, really interesting tool for SAP direct customers;

    Is there any plan to allow that chat tool for indirect customers that are supported by a VAR partner ?

    That customers can’t access to SAP incidents trough the Launchpad, they need to use the partner solution manager,

    Regards,

    Luis

    (0) 
    1. Jamie Cantrell Post author

      Hi Luis,

      I’ve asked the chat team to weigh in on yours and Joachim’s questions/comments.  I’m hopeful they can share some more information for us on the VAR Partner best practices around chat.

      Best,

      Jamie

      (0) 
      1. Jamie Cantrell Post author

        Hi Luis & Joachim,

        I’ve gotten a bit of information back from the partner team on this topic.  For right now, there are not plans established to extend chat for VAR customers and an incident initiated via chat would be billed the same as a regular incident.  Adding chat functionality to the partner solution manager is a question that is being investigated as a possibility for future offering by the team, but there is no plan for it at this time. 

        Best,

        Jamie

        (0) 
  4. Jose Ignacio Tavera

    Hi Jamie!!!

    We have rigth now Solution Manager 7.1 SP13 and the Incident Management scenario is Configured basically.


    This scenario is being used  to create and updated the OSS incidents to  SAP.

    QUESTIONS

    1.Is possible activate the Beautiful CHAT FUNCTIONALITY in the incident management scenario….?

    2. What is the Step By Step procedure to configure it…?

    Thank you very much for your priceless helping out…!!

    Kind Regards,

    Jose Ignacio

    (0) 
  5. Venkataramani Gopalan

    I posted an incident and clicked on Start hat but got no one to answer my query. I submitted my incident as usual. can I start the chat after submitting the incident ?

    (0) 
    1. Jamie Cantrell Post author

      Hi Venkataramani Gopalan,

      You may start a new chat by opening the incident wizard as if you were ready to submit a new incident, but it will be logged as a new incident.  In other words, you may contact Support via chat on the same topic you’ve already submitted an incident for, but there is not currently the option to open a chat from within an existing incident. 

      Best,

      Jamie

      (0) 
  6. Teddy Løv Andersen

    Dear SAP.

    How come that the ‘StartChat’ bottom was available in my last two incidences, but when pressing no chat started? Is the ‘StartChat’ showing if no one available.

    Best regards,
    Teddy

    (0) 
  7. Satish Kumar

    SAP has been wonderful all through to accept and capitalise on innovative new tools even the consulting on issues is very sensitive yet this chat can be bring in a direct and more responsive tool than that laid back email incidence reporting and waiting, in that conventional method your eagerness was not relayed back to the backoffice support team to get back even faster where as on chat prompt response on burning queries can bring a little solace for important issues.. Please unfold more.
    Have a god luck!

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  8. Ralf Punga

    Dear all,

    We would like to use this nice functionality but realized it does not work for us. IE died without any feedback and Chrome reported the site not to be available. Potentially respective ports are blocked and GotoAssist dies for that reason. Searching your Homepage for GotoAssist requirements (like e.g. ports) I did not find anything. Can you please collect the requirements and publish them on you hompepage?

    Best regards,
    Ralf Punga
    Sanofi SAP CCC

    (0) 
    1. Laszlo Herbert

      Hi Ralf,

      apologize for the late reply.

      Please read the SAP note

      2392095        Technical requirements to create a successful Expert Chat Session with SAP Product Support

       

      Best regards,

      Laszlo

       

      (0) 
  9. Matthew Jurkoic

    Hi,

    Is there a list of components for which Expert Chat has been rolled out or not rolled out?

    My customer is never seeing an expert available and there is no way to tell, that I am aware of, if that is due to a resource not being available or if the component does not have Expert Chat rolled out for it. If it was the latter, we could wait until it become available rather than keep trying in vain.

    Thank you.
    Matt

     

    (0) 
  10. Mohammed Umar

    Good day all,

     

    Please Kindly assist with the error am getting while trying to update the cr content

    Error: com.sap.tc.webdynpro.services.exceptions.WDNonFatalException: Error preparing import: com.sap.sld.api.wbem.exception.CIMException: CIM_ERR_FAILED: CIM Error during import preparation

    i contacted support and below is their response

    1. if Note below is applicable to your system

    2297508 – The content of uploaded file is corrupted

    2. make sure that local CR content file is the same as in Service Market Place. You could compare the file size.

    my reply

    have done as stated in the note

     

    (0) 
    1. Bernhard Luecke

      Hola Miguel Angel,

       

      es similar con una llamada a soporte SAP – siempre se podrá usar inglés; sin embargo, si el ingeniero de SAP es español o se siente confortable con usar español, por supuesto se puede usar. Entre clientes de España o Latin America, en cuanto su chats llegan a ingenieros de SAP en Madrid por ejemplo, se usa bastante el Español.

      Pruebalo 🙂 !

      Un saludo cordial, Bernhard

      (0) 
  11. Yuksel AKCINAR

    Hello,

     

    I know that I am a bit late to write something after more that a year.

    But I want to say that this functionality is great.

    I have been using it.

    Thank you to the creators, implementers and Support Team that always welcomes our questions.

     

    Thanks and Regards,

    Yuksel AKCINAR

     

    (0) 

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