Guided Answers for CRM WebClient UI – a new way of troubleshooting
Let me introduce myself – my name is Varun Agarwal and I have been supporting SAP Customer Relationship Management for the past 4 years under the CRM WebClient UI area (CA-WUI*) and work together with Product Support and development colleagues from around the world to create and improve our knowledge base for my topic area.
It was in late 2016 when SAP Product Support came up with a new way of sharing knowledge named Guided Answers with our customers and partners.
At that time, I was very curious to learn what exactly is Guided Answers. I must confess I was spellbound when I came to know Guided Answers and how convenient and easy to use it was.
For someone who still doesn’t know, Guided Answers is an application which helps you troubleshoot and find solutions to your technical problems using a step-by-step guide. SAP experts document exact steps for analyzing issues and make that available to you. Guided Answers will grow over time to accommodate new solutions and troubleshooting scenarios.
In my opinion, Guided Answers not only help troubleshoot technical problems but also can used to demonstrate step-by step configuration or answers to general questions.
Before starting with the creation of Guided Answer, I do a lot of homework. The most critical one is to choose the right and relevant topic which is complex so that a guided answer brings more value than a simple KBA. To tackle this, we meet as a team and discuss topics where we observe have a lot incidents and analyze the most frequent problems and questions – most of them are CRM Integration topics. The first topic we identified was related to Transaction Launcher – so we started with this.
There are many benefits when it comes to Guided Answers. The first benefit that comes to my mind instantly is its simplicity and ease to use. There is no need to go through lengthy instruction manual guides. Guided Answers guides you towards the right solution by just Performing a quick search, selecting a tree and walking through step-by-step towards a solution.
Important to know – Guided Answers provides you the ability to give immediate feedback to the creator(s) and editor(s) of a tree. This helps us a lot to further improve the guided answers as we immediately are notified and your feedback waits for my action to be handled. This steadily helps us to improve the Guided Answers.
In general you can find Guided Answers in the Support by Product Page (SAP Support Portal, SAP ONE Support Launchpad and Knowledge Base Search or in the Guided Answer page or even in some products itself – to learn more about Support by Product pages for SAP CRM, read this blog.
The topics covered by Guided Answer under my area CRM WebClient UI (CA-WUI*) are:
- CRM Transaction Launcher (CA-WUI-APF)
- CRM Integration with Portal (CA-WUI-EP) https://ga.support.sap.com/dtp/viewer/#/tree/712/actions/7596
- CRM Integration with BI/BW Reports (CA-WUI-BI)
- CRM WebUI F4 Help (CA-WUI-UI) https://ga.support.sap.com/dtp/viewer/#/tree/1510/actions/19133
- CRM Rich Text Editor (CA-WUI-BTF, CA-WUI-UI)
Give a try to the above Guided Answers (if you still haven’t) and don’t forget to share your feedback.