Technical Articles
Goodbye SAP ONE Support Launchpad! Welcome SAP for Me!
Now is the time that we fully embrace the new support experience and salute our old friend the SAP ONE Support Launchpad which successfully served our customers and partners over the course of last years. Based on your feedback, SAP strives to provide a harmonized and integrated support experience for all SAP solutions.
As a major step in this direction, we are excited to announce that starting June 29th, 2023, SAP for Me became your central entry point for SAP support, alerts, metrics, and insights into your SAP product portfolio. SAP ONE Support Launchpad homepage has been deprecated and any bookmarked link automatically redirects to SAP for Me.
For those of you who haven’t used SAP for Me yet, here are several resources to support you for a smooth transition:
- SAP for Me online help.
- SAP for Me online help for case management.
- ‘Your Transition to SAP for Me’ on the SAP Support Portal.
- SAP ONE Support Launchpad tiles and their equivalent cards in SAP for Me.
- Upcoming live support webcasts that you can sign up to or watch previous recordings.
Here is an overview of important things to know:
1. Personalized Onboarding
If you are starting to use SAP for Me for the first time, you are invited to personalize your homepage. By telling us what you’re working with and what tasks are important for you, we can identify the cards you need and put them on your SAP for Me home page to get you started.
Your previous usage of SAP ONE Support Launchpad tiles is taken into consideration and some topics are preselected automatically to better suit your needs.
Read more about the New Personalized Onboarding to SAP for Me Home Page | SAP Blogs.
2. ‘Get Support’ application (replacing former ‘Incident Wizard’)
The new ‘Get Support’ application uses artificial intelligence to predict the right product categorization and recommend the most suitable support channel and solution to resolve your product issue faster and more efficiently!
‘Get Support’ is a central access point to all channels if you need help with a product issue: ‘Report a Case’, Expert Chat, Schedule an Expert, Ask an Expert Peer (will be integrated later), and SAP Community.
We changed the terminology from ‘Incident’ to ‘Case’, ‘Case’ is the new name for getting help for technical product issues.
Read more about Why choosing the right system and product will help resolve your product issue faster and the New ‘Get Support’ Application and Structure of Services & Support Dashboard.
3. ‘Support Knowledge Search’
Access a world-class intelligent search and relevancy platform, powered, and automatically tuned by artificial intelligence (AI) and machine learning. Analytics will help to enhance the relevancy of the results even further over time. Type-ahead suggestions serve relevant content and answers quickly with automatic query completion and intelligently ranked results.
Read more about Leverage the brand new ‘Support Knowledge Search’ in SAP for Me.
4. How to navigate in SAP for Me
Previously you used ‘tiles’ in SAP ONE Support Launchpad to perform your support related tasks, e.g., ‘Report an Incident’ or ‘License Keys’. Now in SAP for Me you can find them in ‘dashboards’ displayed as ‘cards’:
a. Search bar: You can use the search to find and navigate to more information. The result list displays all findings organized into categories such as SAP Support Knowledge Base, Dashboards and Pages, Downloads, Contacts, Products, Licenses, and more. There are quick actions available in your search results: you can e.g., directly call a contact or download a support package.
b. Communication center: You can find your notifications here.
c. Shopping card: Can be used in case you would like to buy licenses.
d. Your profile: Information about your accounts, contact preference, email, etc. You can change the S-user contact details in ‘My Company Info’- ‘S-User Contact Details’ card.
Please be aware that the language and time zone in ‘My Account’ will not change the SAP for Me display language & time zone. The language currently depends on your browser setting, time zone (e.g., time displayed for Schedule an Expert) depends on your PC time. A feature enhancement will enable you to specify the preferred language within the SAP for Me settings later in 2023.
e. Home page: You can leverage and customize the home page, so that it serves as the starting point to reach every important application with one click. To customize it, click ‘Edit’ on the upper right side of page and choose what you need from the ‘Card Catalog’.
f. Calendar: You can see the important event dates e.g., planned maintenance for cloud services, license key expiry, Schedule an Expert or Schedule a Manager sessions, SAP Security Patch Days, etc. in one single view. Clicking on the event, you will be able to see more details of it or join your Schedule an Expert/ Schedule a Manager session directly.
g. Sidebar: It is divided into a set of ‘Dashboards’ containing all data and functions SAP for Me offers. Depending on your role, you will either only see the customer or partner dashboard or both. You can collapse it to gain more space on the right side.
h. Feedback Slider: We offer dedicated channels for specific purposes: You can suggest new features, share your opinion, and report technical issues like an error or unexpected behavior.
i. Footer: Easily access the online ‘Help’ and in case you’d like to get in touch with SAP, click ‘Contact Us’.
Read more about How to provide feedback or report cases (incidents) for SAP for Me.
5. ‘Get Assistance’
We have compiled the help and support information about SAP for Me in one central location, called ‘Get Assistance’. It is currently offered on the
- Finance & Legal
- Portfolio & Products
- Services & Support
- Systems & Provisioning
- Users & Contacts
dashboards as well as for general and cross-topics, like user profile, notifications, or calendar.
Each section within ‘Get Assistance’ contains two cards:
- A ‘Dashboard’ card with links to the most important help and support content, the newly designed ‘Online Help’, ‘Frequently Asked Questions’, and ‘Known Issues’, a collection of known SAP for Me issues.
- A ‘Good to Know’ card that lists hints or information about whom to contact in case of further questions.
A warm welcome to SAP for Me – It’s made for you!
Related blogs:
- Summary Blog: From SAP ONE Support Launchpad to SAP for Me
- Why choosing the right system and product will help resolve your product issue faster
- Leverage the brand new ‘Support Knowledge Search’ in SAP for Me
- New Personalized Onboarding to SAP for Me Home Page
- New ‘Get Support’ Application and Structure of Services & Support Dashboard
- SAP for Me now speaks your language
- How to provide feedback or report cases (incidents) for SAP for Me
Thanks for the resourceful blog!
Great news!
This is in my opinion complex to adapt, and mostly because I am with no time ahead of me to start playing at "where is everything now" ? and in a hurry to create a SAP incident.... I would have rathered keeping the sap support launchpad in parallel....
So can you please help me !
I would like to create an incident now and I am struggling to find how to reach the menu to do so, because my menu is in french so your article here is hardly applicable when in front of me I have only french menus.
Thank you
Hi Damay,
https://me.sap.com/getsupport
To navigate goto 'Services & Support' dashboard- Get Support (Case, Expert Chat...)
If further support is needed on the navigation, you can contact the Customer Interaction Center via email/phone/chat. Contact details Customer Interaction Center (CIC) Worldwide Telephone Directory (sap.com); Contact Us E-Mail - SAP for Me; Contact Us Chat (sap.com)
Kind Regards,
Amanda
Hi Amanda Gong,
I think I have posted my feedback on one of many other posts / groups that mentioned SAP for Me and not sure if anyone is looking into it..
It is extremely slow compared to Launchpad (which was not fast to start with) and like I assume many others, I struggle to find things I used to have access to right on the home page of Launchpad.
I definitely struggled to just to find out how to raise a ticket. After I found it, it is extremely challenging to use it...
I am trying to raise a ticket on a business rule and I have spent about 30mins trying to out what where to find that component in SAP for Me Get Support, is it under Product SAP SF EC, SAP SF HXM or is it SAP SF Platform... I don't know as I still couldn't find it... Not only sometimes we get told off for selecting the wrong component, it delays the ticket resolution as well so this is definitely not helping..
In Launchpad, you just make a few selections in the assistance at the beginning and the system usually selects the correct component for you... what happened to that assistance thing?
Happy to jump on a call and show you what I meant if that is easier?
Many thanks
Hi Ethan,
Thanks for your feedback.
We are closely monitoring and improving the performance. Some are related to specific applications and some related to different locations. We already see the improvements based on the customer feedback collected. Continuous efforts will be put for future improvement. If you find a specific card response slow, please share with us using the 'Feedback Slider' on the right side part of the SAP for Me page.
In SAP for Me 'Home', you can also customize the cards with the 'Edit' button, so same as launchpad, based on your needs, the home page can also serve as your starting point to perform the tasks. So you don't need to navigate through different dashboards.
For the 'Product' and 'Production function' selection, there are some tips to help you with:
The 'Support Assistant' you mentioned is still integrated to help you narrow down the problem area, and recommend solutions for you.
In case further support is needed, you can sign up for a live support webcast
Or you can contact the Customer Interaction Center via email/phone/chat. Contact details Customer Interaction Center (CIC) Worldwide Telephone Directory (sap.com); Contact Us E-Mail - SAP for Me; Contact Us Chat (sap.com)
Btw, you can submit change requests to our Influence project:
We would be happy to incorporate your ideas to make it better.
Kind Regards,
Amanda
The main challenge I have after the transition to SAP for Me is irrelevant results in Knowledge Search.
I work only with SuccessFactors and when enter a search term - like "workflow" - I expect only relevant SuccessFactors-related results to be displayed. And it worked perfectly in SAP Launchpad.
Now I have a mix of KBA for different solutions I never work with, as a result. It's a significant downgrade of experience and I cannot find a place to configure this or related help materials.
Hi Vasiliy,
Thank you for your feedback!
Here are a few things that will help improve your experience:
1. filtering on “Product”, this would apply to both KBA/Notes and Help documents.
2. Overall, continuous usage and clicking on articles, the Machine Learning will be trained overtime.
3. Also, favoriting a Product will add ranking weight to search results for items matching that product.
Once these are marked as a favorite, a generic term for “Workflow” should more than likely return results within these products. Conversely, if other products (like S4/HANA) are favorited, the results would be weighted toward another product.
Also double checked with our expert colleague, with no products favorited, a generic term like “workflow” finds predominately Successfactors results:
We're also interested to know more if end-users are having difference experience.
Kind Regards,
Amanda
Thanks for recomendations, Amanda!
I will follow them in my work.
Also some pre-applied configurable Product filters will be usefull - to not select it every time