As you know, SAP Central Business Configuration is helping SAP S/4HANA Cloud Public Edition customers to implement, configure and maintain their business processes. It aims at seamless implementation of end-to-end business processes across different SAP cloud solutions and provides a new project experience, allowing scoping, configuration, and project activity handling. Let’s explore how your experience with contacting SAP has been improved 😉.
Even though you can seamlessly switch from SAP Central Business Configuration to SAP S/4HANA Cloud Public Edition (and the other way around), these are different products. Now, it’s easier than ever to raise an issue directly from within SAP Central Business Configuration. Though seemingly minor, adding the context when raising an issue and not being forced to exit SAP Central Business Configuration when there's an issue greatly benefits both SAP and its customers and partners.
Let’s delve into the steps to accomplish this:
1. From the Project Experience screen, choose the Support ( 
Before using Built-In Support in SAP Central Business Configuration, you need to activate it and have an active S-user. To learn more, access this SAP Help Portal page.
2. Sign in using the credentials of a valid S-user.
Note that we've performed this demo with a valid S-user in a customer system and a support user (no business user needed) in SAP Central Business Configuration.
If you have a certificate installed for your S-user, this will automatically be used for this process step.
3. As soon as you sign in with a valid S-user, you have to authorize your S-user for using Built-In Support. Follow the link on the screen to authorize your S-user ID.
Here's what the validation screen looks like:
4. Choose Authorize. The following screen is displayed.
Now, you can use the Built-In Support feature in your SAP Central Business Configuration system 😊.
5. Initially, let's run a search to determine if similar issues have been reported previously.
6. If you can't find a solution, raise a customer case by choosing Report an Issue (
7. Once finished, choose Create Case.
As soon as the case is created, you'll be notified.
You can see your cases on your Built-In Support screen.
Once SAP responds, you receive a notification and you're able to view the response within Built-In Support.
8. Review your case.
9. After selecting the case, you can view the reply from SAP and take the following actions:
- Close Case
- Write Reply to SAP
- Change Priority
10. Once you're happy with the solution, choose Yes and confirm the customer case.
And this is how we've enhanced your user experience as customers and partners! 😊 We hope you'll find this feature valuable. Should you encounter new issues, don't hesitate to use Built-In Support directly from within SAP Central Business Configuration.
Co-authors: Noel Boci, @Costi, @Lucian, @Oana_Hadarean, @Trupti
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