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Cloud for Customer Support, what’s new?

Summary:

Today, Customers using SAP Cloud For Customer,  report  issues and create support incidents through a built-in support  model, directly from the solution, this has been and will remain the best and easiest way to contact SAP for support .
As part of our continuous focus on infrastructural improvements we are now  able to deliver an additional channel to monitor and track your incident outside the built-in support . 

How does support work today?

Dealing with product issues is always unpleasant and time consuming; getting help quickly, without the hassle of going through many websites or struggling with complicated support systems, is key to all customers.

Cloud for Customers sales and Service is one of the first solution to offer exactly this :  a streamlined, seamless and simple way to create and manage  incidents directly from within the solution: no need to go anywhere!

Incidents, dumps and errors can be reported by end users when and where the issue occurs without ever having to open any external support page. In addition to being easy an effortless, creating an incident from the solution allows the system to automatically captures all context information  which further accelerates troubleshooting and help the SAP Support team provide a quick solution.

From your tenant’s built-in support you can :

  • Report new incidents
  • Monitor and update existing incidents
  • Manage all your end user incidents, if you are an admin user ( key user)
  • Use the solution search to find Knowledge Based Articles ( KBA)
  • Search forum threads and blogs
  • Navigate through help documents
  • open chats
  •  and much more !

So, what is changing and Why?

The switch to the SAP ONE Support infrastructure is simply a technical routing change in our backend – i.e. incidents created will be routed to the SAP ONE Support infrastructure instead of our current infrastructure.

This is only a technical change and will not affect the way incidents are created in the built-in support infrastructure however, all C4C users will automatically and as a consequence, gain access to One Support Launchpad.

Additional Channel [New] – SAP One Support Launch Pad

 

From the Launchpad you can:

  • Monitor existing incident, check for updates and proposed solutions
  • Access incident created by our support team such as follow up of chat conversations
  • Search for solutions and create new incidents when the access to your tenant is not possible
  • Access resources links, Knowledge base articles and search for solution
  • Access chat and real time channels

Is built-in support being retired?

No, built-in support is still the best and quickest way to receive support while working in your C4C solution. Why ? because it is there, it is part of the solution, only one click away with an easy access to the incident management tool. Built-in support will capture all precious context information which will help support speed up the incident resolution time.

 

The Launchpad should only be used as backup channel and only when your tenant is not accessible.

 

Do I need to do anything?

No action is required from you, we will start switching our customer’s tenants from March 11th, 2019 onwards in a phased manner and expect to have this finalized by end of March 2019.

What is coming next?

In addition to being able to see and manage your incidents, you will also be able to open a chat and join our Schedule and expert sessions from the Launchpad if your tenant is not accessible.

All new options and feature will be available from both the built-in support and the Launchpad, stay tuned !

 

A webinar on the same topic and more about support is available here :

 

 

2 Comments
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  • Hi Francois

    I think this is a really good feature as it helps to list all customer related incidents in one place and helps support consultant to view all issues .

     

    Looking forward to the change!!

    Thanks

    Rishi