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Author's profile photo Dawn Gruszewski

Elevating the Built-In Support experience – Highlights of the new tool

Re-imagined with a focus on usability and driven by customer feedback, the new Built-In Support elevates the in-product support experience,  providing effortless access to the top tasks, features and functions of SAP’s Product Support.


The new Built-In Support provides 1-touch access to the major pillars of SAP’s Support, with a mission to reduce disruption and accelerate issue resolution



What is Built-In Support?

Built-In Support moves support right into your application, providing a seamlessly integrated platform that gives you a consistent support experience across participating SAP products. It offers access to content, tools, and channels of SAP’s Product Support right at your fingertips – with no implementation efforts required.


What are the new features of SAP’s Built-In Support?

Here are 5 meaningful changes made to advance our mission of simplifying the customer’s support journey, reducing disruption, and accelerating issue resolution.


1. A completely new user experience

We have transformed Built-In Support’s user interface, offering more information to identify best-fit content, more space to review incident details, and providing additional non-conversational methods of interacting with support. 


The new flexible user interface offers a user-friendly means of reviewing more information throughout the application


2. An intelligent search that includes more content sources

Built-In Support offers an intelligent search  that knows where you are and automatically proposes personalized solutions for you. For example, the type-ahead feature offers default search term recommendations based on your location. The intelligent matching functionality accesses multiple support content sources to find best fit solutions for you. Search terms are bolded in the results  to show relevance for easier evaluation. 


Intelligent search offers type ahead suggestions based on your location and uses intelligent matching to offer best-fit search results


3. Integration with Incident Solution Matching 

Through a combination of AI and machine learning technologies, Built-In Support is able to deliver personalized guidance and answers to user’s questions with the contextually-aware integration of Incident Solution Matching services. As users fill out the description of their issue, the Incident Solution Matching service tailors its recommendations to maximize relevancy.

Incident Solution Matching is now offered in Built-In Support, dynamically tailoring recommendations based on user input



4. A robust Incident Management feature

Built-In Support now offers robust incident handling functionality, allowing users the ability to create, review a full set of details on an active incident, correspond with Product Support including adding attachments, updating priority, and closing  incidents.



Incident review reflects the organizational structure of data within SAP One Support Launch Pad to ensure consistency of experience


5. Access to Expert Chat within Built-In Support

The live support channel Expert Chat is now included in Built-In Support for components that offer Expert Chat services. By using Expert Chat within Built-In Support, you can quickly collaborate with an SAP expert in real time, sharing knowledge and information to address your questions – without leaving the application. 


Full integration with Expert Chat is now available, allowing immediate sharing of knowledge and information with SAP experts to resolve issues


We invite you to explore the latest evolution of SAP’s Built-In Support tool, available for SAP S/4HANA Cloud May 24, 2021.


Additional links related to  SAP’s Built-In support tool

Product FAQs

Built-In Support Documentation-


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      Author's profile photo Sophia Stolze
      Sophia Stolze

      You may also read:

      Built-In Support: Put an End to Unproductive System and Task Switching

      by Josef Schmidt

      When support is extended and integrated throughout an application, users can get the help they need without having to leave the application, efficiently solving issues or answering questions much faster. And best of all, with more preventative support features accessible over time, they might not even have to ask questions, instead receiving trending information proactively on certain topics.


      Author's profile photo Sophia Stolze
      Sophia Stolze

      Check out the infograph on Built-In Support to get an overview of what's in it for you and which solutions are already supported: