Getting the most of your SAP Support – a @SAPMentors Community Call
SAP Customer Interaction Center – see calls here
See the replay REPLAY
Source: SAP
Agenda is above
Source: SAP
Global organization, 24 x 7, 365 days a year
First point of contact, assist with non-technical queries
Source: SAP
Support portal is interlinked with Fiori launchpad
Source: SAP
Customers can customize view
You can request an online demo to become familiar with launchpad
Source: SAP
Super admin knows who to give authorization – recommend 2 super admins for each company
Cloud admin role is a new role; solely for SuccessFactors products
Source: SAP
Where SAP Support spends most of its time – incident management
“Solve once, share many times”
Adding to slides – display all incidents
If you want to speed up incident, give business impact (non-technical information)
Source: SAP
The biggest takeaway is above
One problem per incident; can’t split problems – will take longer, a delay for you as the customer
Document the analysis you have done
Source: SAP
Monitor your incident, respond quickly to your incident
You can change incident priority and it is in customer action you can change it yourself
Otherwise you contact SAP with business impact
SAP wants you to manually close and take the survey
Source: SAP
If you are having difficulty downloading software, ensure your S-user is linked to the company ID, and you have authorization (contact your super admin)
Source: SAP
This is only for on-premise customers
Source: SAP
Authorization to request license key (super admin)
Source: SAP
Self service support; feedback is positive
What’s app is broadcast only
Expert chat is direct real time contact (new issues, haven’t created an issue)
CIC chat – S-user, download sofware
Source: SAP
How to connect
Source: SAP
More on how to connect with SAP Support