Support Spotlight: Guided Answers – Assisted troubleshooting for even faster solutions
In this blog post we want to introduce a new concept for SAP Business One Global Support. Our support teams are currently hard at work putting together Guided Answers Decision Trees that should help you get to a quicker solution on your own.
Guided Answers presents you with a logical sequence of troubleshooting steps, offering you all the relevant KBAs in one place to match your specific scenario.
Guided Answers? Decision Trees?
Guided Answers (GA) is a self-service support application, providing SAP Business One partners with a unique support experience by guiding them through a “decision tree” concept to a solution for their issue.
This structured approach offers you as a partner answers at your fingertips and increased independence.
The trees are created by SAP topic experts who document the steps they take when troubleshooting an issue. As knowledge grows in a content area, trees can grow to include new branches, accommodating new or unforeseen circumstances or scenarios. Conversely branches can be pruned if their content becomes obsolete. This allows the tree to remain healthy and relevant to the task or process which it documents.
We are in the early stages of this new (Partner) empowerment concept , however we already have some scenario driven Decision Trees on various topics available, for example Alerts, SBO Mailer, Performance, Period End Closing and more. Find them all on the SAP Support Portal.
We are actively looking for partner feedback regarding the content and its usability. The feedback can be given directly in the application regarding the content of a specific tree (or Guided Answers in general)
For detailed instructions and links to the application plus a walkthrough video please check out the SAP KBA 3105476 – How to use Guided Answers for SAP Business One
Support Spotlight Series
We hope this read has been informative and beneficial. For more blog posts and tips from the SAP Business One Support team, please visit our space on the communities: https://blogs.sap.com/tag/b1-support-spotlight/
For questions about SAP Business One, please submit your question here.
Great feature... thanks