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FAQ: Customer Interaction Center

barbara2020
Product and Topic Expert
Product and Topic Expert
‎2022 Sep 16 2:19 PM
2,166

Here is a rundown of some of the 10 most frequently asked questions here at the Customer Interaction Center


10. Production issue or a project go-live issue? What is the difference between a Production issue or a project issue? 

A production issue is when your issue is in a live productive system. There can be several types of issues like Functionality, performance, reporting, or production down.

The project go live is when a customer is going live with a product like an implementation, migration, or upgrade. 

9. Business Impact questions  – Why do I need to answer Business Impact questions to speed up my ticket or to change the priority?

Business Impact questions help us to prioritize your case and determine the priority of the case based on the non technical Business impact questions that are provided.  

8. Why can’t I change the priority of my SAP incident?

If a case is with SAP, you will need to contact the Customer Interaction Center   to change the priority of the case 1522544 - How to change the priority of a support case - SAP for Me. If the case is sitting on the Customer side and is in Customer Action  , an S-user ID with with correct authorisations can change the priority or the case without having to contact the Customer Interaction Center. 

How to raise priority of a support case when it’s in Customer Action in SAP for Me

7. Can I reopen a confirm or closed case?

A case cannot be reopened once confirmed automatically or by the customer https://me.sap.com/notes/0002537073 . An S-user with the required authorizations can create a new case https://me.sap.com/notes/0001296527  . In the subject line refer to the previous case that has closed. The team will review the incident and start working on it from where it had been.

6. S-user Authorizations  - Why can’t my S-user ID do perform certain task on the SAP on SAP for Me?

Your S-user may be missing an authorization. You can request authorizations on the SAP for Me - How to use the Self-Service Authorization Request   or by reaching out to a Super administrator within the company 

5.Error: Loading incident information failed! - SAP for Me – I am getting a Loading error message when viewing cases ?

This sometimes happens. first try to clear your browser cache otherwise, report an incident under component and check out https://me.sap.com/notes/0003109685 

4. Universal ID - Cannot log in to SAP for Me with my universal ID?

We recommend that you login to the SAP for Me with your Universal ID and your Universal ID Password and then select the S-user ID you wish to use. 2882938 - How to reset or change SAP Universal ID password 

3. SAP Software Trials – I am having an issue with a trial product?

We have a dedicated team If you would like to contact them here SAP Software Free Trials . Check out support offerings available during your free trial 2623253 - SAP Trial Product Support

 

2. Expert Chat  – I have product related issue and need help?

If you have a question related to an SAP Product you can speak to a Product Expert via Expert Chat Option

Expert Chat - https://me.sap.com/createIssue/0

.For all other non-product expert-related queries you can choose one of the other four channels that will direct you to the Customer Interaction Center

1. Service Availability Management - Outages . Where can I find out more about outages?

Have you checked the cloud availability center for an outage? Updates will be published hourly on Cloud Availability Center or as soon as noteworthy progress is made. 

You can contact CIC (Customer Interaction Center) for assistance if you need any further guidance. The Customer Interaction Center can be contacted by Phone , Expert Chat and by email.  

You can contact the Customer Interaction Center for assistance if you need anything else. 

The Customer Interaction Center can be contacted by Phone , Expert Chat and by email. 

Thanks for reading! 

We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the above-mentioned processes. 

We would love to hear from you, let us know what you think? 

Read more Customer Interaction Center blog posts https://community.sap.com/t5/tag/CustomerInteractionCenter/tg-p/board-id/crm-blog-sap