Last two months, I met almost 150+ admins of 50+ customers and common feedback I received was – Admins are not aware of the privileges which customers/partners have to reach SAP. I was amazed to know that some admins were not even aware of KBAs. With this feedback, I thought to list all the ways to reach SAP or other partners or to get knowledge document/content.
Many of the tools you can find in SAP Launchpad. Learn more about generating new S-User IDs to allow your colleagues access to SAP support applications, browsing our knowledge base for answers to known software issues, reporting incidents when you can’t find a solution, downloading and activating software, enabling SAP support to solve your issues more effectively by sharing the current technical information about your deployment and much more.
INCIDENTS/TICKETS (FOR CUSTOMERS AND PARTNERS).
You can create incidents/tickets in case if you have any issues or need support for the SuccessFactors system.
Prerequisites of creating a SuccessFactors incident in SAP ONE Support Launchpad
- Customer must have at least one active SuccessFactors installation
- SuccessFactors installation must have at least one active tenant/system/instance.
- S-User ID must have the User Profile role for SuccessFactors enabled.
- S-User ID must have Send Incidents to SAP authorization.
- S-User ID must have Display Cloud Data authorization for the SuccessFactors installation.
You can Create a SuccessFactors Support Incident in Launchpad – https://launchpad.support.sap.com/#/incident/create
KBA 2607729 – How to create a SuccessFactors support incident – SAP ONE Support Launchpad
What is the best way to speed up or escalate an incident?
Typically, you need to engage with our escalation teams to request the speed up on an incident. This can be done in two ways:
If a CSM has been assigned to your account (as per your support contract), then you can ask your CSM to initiate an escalation depending on your needs.
If you do not have a CSM, you can call our hotline to request a speed-up or an escalation.
You can find your country-specific hotline number here: https://service.sap.com/call1sap
KNOWLEDGE-BASED ARTICLES – KBA (FOR CUSTOMERS AND PARTNERS).
SAP Knowledge Base Articles (KBA) are support documents to help you find answers to questions arising from your daily work with SAP software products.
Before sending a new incident to SAP Cloud Product Support, you can check if it is already a known issue and if KBAs are available for it. Please follow the below steps for the same.
You can search the KBA from SAP Launchpad. The next-generation support enables users to use Google search to find answers in popular knowledge-based articles. In the google search, you can type the query followed by keyword ‘Successfactors KBA’
EXPERT CHAT (FOR CUSTOMERS).
Expert Chat provides a live contact channel between customers and support experts from SAP, showing that SAP continues to deliver on its next-generation support strategy. Expert Chat differs from the traditional ticket-based support in that the waiting time for customers is eliminated. Instead of filing an incident, customers can instantly start an Expert Chat. This real-time interaction with SAP’s support organization creates a faster and more direct route to issue resolution, which improves customer satisfaction while reducing project and operational costs. Expert chat also helps users to share the screen with the expert or send the screenshots to let the expert know details of the issue.
Kindly go through the KBA to know more about expert chat – KBA 2213344 – Starting an Expert Chat with SAP Support.
SCHEDULE AN EXPERT SESSIONS – SaE SESSIONS (FOR CUSTOMERS).
Schedule an Expert offers a new way to connect with an SAP Support engineer in a live, one-on-one 30-minute call. The scheduled appointments require a 3 days notice to allow engineers to prepare for the session. Tell SAP your support-related question and the product area that you want to discuss. SAP will find an available expert to assist you, at a time of your choice. It’s that easy. Sessions are available on a first-come, first-served basis.
Schedule an Expert for new issues:
Schedule an Expert is best used for Low or Medium priority issues:
- Live, one-on-one 30-minute call
- Quicker resolution compared to an average Low/Medium incident created in the Launchpad.
- Opportunity to screen share for a better understanding of the issue.
Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session.
Schedule an Expert for open incidents:
Schedule an Expert for open incidents is now available to customers:
- Available for low, medium or high priority incidents within Product Support only
- Live, one-on-one 30-minute call with the SAP incident processor
- Less ping pong and more efficient incident processing
Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session.
LINK – https://launchpad.support.sap.com/#/sae
INCIDENT SOLUTION MATCHING (FOR CUSTOMERS AND PARTNERS).
Incident Solution Matching is a service based on Artificial Intelligence (AI) and machine learning technologies that helps you get relevant answers to technical questions faster.
- It uses a collection of interaction data to automatically train and improve the models.
- It helps to accelerate time to resolution.
- It runs on SAP’s infrastructure.
- It accelerates the process of finding relevant solutions by learning from past problems.
To find solutions to your issue, simply:
- access your SAP ONE Support Launchpad and start to report an incident.
- provide a concise and clear description of your issue. The more detailed information you provide, the more matching results you will get.
- review the list of recommended solutions (SAP Notes and SAP Knowledge Base Articles) ranked in order of relevance.
- Select a component from the Component field and “Incident Solution Matching” will refine the results even more.
The more you use the service, the more relevant the recommendations become.
For more information refer to – https://blogs.sap.com/2018/11/16/for-faster-resolution-sap-launches-an-ai-enabled-incident-wizard-in-sap-one-support-launchpad/
IMPLEMENTATION HANDBOOKS (FOR CUSTOMERS AND PARTNERS)
Implementation handbooks are detailed configuration guides. These guides describe to set up different features in SuccessFactors. The guides are available in SAP HELP PORTAL.
Below are some of the examples for Employee Central handbooks
You can also find Release Information, Implementation Design Principles, SAP Best Practices, End-User Information, Integration guides, etc. from the Help Portal.
SAP IDEA PORTAL/INFLUENCE PORTAL (FOR CUSTOMERS AND PARTNERS).
To request a new feature or product enhancements, SAP has defined a new process and tool called Influence portal. In this portal, you can request for a new feature or enhancement or vote for any existing enhancement. After a certain number of votes, product management reviews and prioritize the requirement.
- To explore for existing ideas
- Receive up to date notifications about the latest projects
- To increase the number of requests per improvement
- To follow improvements
- To suggest new improvements
- View blogs to see implemented improvements
- Collaborate with SAP to influence new product
Link for Influence Portal – https://influence.sap.com/sap/ino/#/
PARTNER DELIVERY COMMUNITY – PDC (FOR PARTNERS).
It is a platform where partners can search for answers, post questions, share knowledge and stay informed/educated on implementation & product topics. It includes module-specific forums covering the entire product including integration/technology.
Link to access PDC – https://partnercommunity.successfactors.com
CUSTOMER COMMUNITY (FOR CUSTOMERS).
Customer Community is a private platform for customers and SAP SuccessFactors subject-matter experts to engage with one another about product solutions and best practices. As a Community member, you have access to product information, support, tools, and resources that help you move self-sufficiently through each stage of your HR journey.
In this Overview of the Community, you will learn how the Community is a springboard to the entire SAP SuccessFactors ecosystem. For example, you’ll learn how to find information and participate in discussions. And if you don’t find the information you need you’ll find out how to use our ‘Quick Answer forums’ to pose questions to support. You’ll be able to navigate through information based on where you are in your HR journey through our Empowerment Center, which is organized by stages: onboard, implement, launch and utilize. If you want to get training, learn about the next product update or join a user group, the Community will take you there. Some tools are unique to
our Community as well, for example, Peer Match (customer-to-customer connection) and Admin Resource Calculator. From the Community, you can link to our idea submission tool where you can share your ideas and influence our product roadmap. Be sure to follow the guidelines for filling out your personal profile, so that your peers will know who you are. Finally, be sure to follow the instructions for completing your profile so your peers know moe about you
Link To Access Customer Community – https://community.successfactors.com/
WHATSAPP SUPPORT CHANNELS (FOR CUSTOMERS AND PARTNERS).
Subscribe to WhatsApp SAP Product Support channels and receive updates including KBAs, wiki’s, guided answers, SAP Notes and “hot tips” on only the products that apply to your needs. From your mobile device, scan the QR code or click on the channel link of your choice, save channel to your contacts and send the word, “Start” to activate messages. Unsubscribe at any time by sending the word, “Stop”.
LINK – https://support.sap.com/en/my-support/knowledge-base/whatsapp.html
CHECK TOOL (FOR CUSTOMERS AND PARTNERS).
The check tool goes over your configuration files for potential problems and errors. We recommend that you run it before you pursue additional help options.
KBA 2472648 – Check Tool: How to check your SuccessFactors configuration.
PARTNER EDGE (FOR PARTNERS).
The following information is available on Partner Edge
- Partner Tools support;
- Event News and recordings;
- PartnerEdge program information;
- Training and certification.
LINK – https://partneredge.sap.com
ASK AN EXPERT PEER (FOR CUSTOMERS AND PARTNERS).
Ask an Expert Peer lets you collaborate on your technical, product-related questions through one-on-one interactions with a qualified and approved expert outside of SAP
LINK – https://wiki.scn.sap.com/wiki/x/x4IbHQ
TRAINING CERTIFICATION HUB (FOR CUSTOMERS AND PARTNERS)
This portal is used for Certification Exams.
LINK – https://training.sap.com
Summarizing the above tools and resources in the table :