C4C Onboarding - Onboarding Overview Questions

[anypre]

Hi Experts,

We are new to C4C and just got a link to this recorded onboarding video SAP CX Onboarding Webinar (English) (goconsensus.com) . Inside the video, there is Onboarding Overview and it says "Access to best practices and onboarding experts". But then later in the video, it never mentioned about the onboarding experts again. Here we want to ask if the "onboarding experts" is really a person that we can engage and how to engage?

Later in the video, there is a topic "Onboarding Overview - Initial Credentials and Authorizations". This topic is suggesting as a customer, we can request to change the initial contact point for the provisioning. My questions are: 1) as a customer, we only receive this onboarding linked video and content after the system is provisioned, so shouldn't this onboarding content be sent to us prior to the actual system provisioning? 2) as a customer, we indeed asked to change the contact before the actual provisioning, however, none SAP contacts (including the SAP AE, local CX lead, local CX CSM lead, digital.engage.apj ) aware of such process or what to do. So my question is what is or where is the SAP CX onboarding best practice? 3) it says we can change the contact person by creating a ticket in SAP for me. We have tried indeed. However, we failed to create the ticket due to system not provisioned and hence not able to create the ticket. and my question here is: the Onboarding content creator created the onboarding content out of imagination or actual SAP process?

#FirstExperienceLast

[Juliuspereira]

Hello Sindy,

I hear you and feel you and your wit/ sarcasm gave me a little laugh; a perfect start to mundane Wednesday for me. I'm not sure about your case, however when we implemented C4C back in 2015, we used a partner for the implementation and they handled the stuff.

From what I recollect, at that time there wasn't any great onboarding process. All we received was C4C test tenant URL and login credentials, CPI tenant and login credentials. That's about it. However, the partner was experienced and was able to help us navigate the unknown waters of C4C.

I would chase your Account Executive or Sales Rep. for this. They sure have the means to turn things around and you have every right to hold them accountable.

Julius

[OlgenH]

Hi Sindy

as a SAP customer you'll have access to onboarding resources (e.g. webinars and guides) and to SAP Support teams (e.g. CIC for non-technical issues and technical support via SAP for Me). The Onboarding resources are indeed sent prior to provisioning the system to the IT Contact of you company. If the IT Contact doesn't action the e-mail (or forward it to the rest of the team) by login in with the initial user and setup additional access the initial password might expire and you might be locked out of the systems and then you have contact SAP support. Normally, you would also have an implementation partner to support you during onboarding and system setup.

In the Onboarding Resource Center here which you probably have already checked you can find most of the information on the onboarding and system provisioning and also timings and how to interact with SAP support in case of issues.

You might find the following links helpful

SAP for Me Initial Access and User Setup - If your company is using other SAP products already you should have access to SAP for Me otherwise it would be provisioned after signing the contract. SAP for Me is the central access platform and the go-to destination for all interactions with SAP. The guide also explains how you can request to change your IT Contact. To login to this platform you need an S-User which is provisioned by SAP as part of onboarding if you are a first-time customer or if you are an established customer your IT Contact can request them on your behalf.

C4C Provisioning Guide - In case of problems with your C4C you can create a support case with component SRD-CC-CI-CCS in SAP for Me

You can also call CIC directly via the number below

https://support.sap.com/en/contact-us/phone.html

[anypre]

Hi Olgen,

Although I don't find any of the links you share are useful nor you have replied any of my questions above, I do appreciate your effort to attempt helping. Obviously, it is a known issue that SAP is well aware of.. such as a) the IT Contact may never receive the email due to spam filtering, b) email content is not able to trigger the IT Contact to pay attention to or action on, etc... and the SAP suggested resolution is to "contact SAP if we don't receive the email after 3 days of provisioning."... how can I explain the indeed reality of this? This suggested resolution is indeed embedded in the email we might indeed have never received and embedded in the onboarding video that we might indeed never watched due to email never received (due to spam filtering). In case we don't have a good email filtering system in place, then our IT contact would have received it, then we could have asked them to read and forward all those emails in the inbox whole day long.