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In today’s fast-paced business environment, providing a seamless support experience is crucial for improving customer satisfaction. SAP Profitability and Performance Management Cloud - Universal Model (SAP Cloud - UM) has already introduced with SAP Companion to users. you can check out the created by my colleague, @KatrinaMendoza , for the Introduction to SAP Companion. In our continuous efforts to improve, SAP PaPM Cloud - UM is now offering an integrated, modernized support experience with SAP Built-In Support.
SAP Built-In Support was developed with the goal to support users within the SAP Cloud solution they are working with by providing user with sufficient information so that creating an incident may be avoided. By integrating a direct access to tools like SAP Documentation and ServiceNow, users can quickly find references, get recommendation, and can request support, improving efficiency and enhancing the overall customer experience.
What I would like to share with you in this blogpost are the following
1. How to access SAP Built-In Support
2. When to use Built-In Support
Ready for some excitement? Let's dive right in and get started!
1.) How to access SAP Built-In Support.
To begin using SAP Built-In Support, Click the Support Icon: Look for the support icon or button upper right side of the application .
2.) When to use SAP Built-In Support
Imagine you're working on a SAP PaPM Cloud UM model and encounter a situation where you're unsure how a specific function works or need more information about its behavior. Here’s how you can make use of the built-in support features:
Built-In Support for SAP Documentation
At the top of the interface, you'll find the Search Support Knowledge box, which provides direct access to product support knowledge content. This search-as-you-type feature offers suggestions considering the SAP PaPM Cloud - UM Application Help, making it easy to find relevant information.
On the launchpad or home page, you'll also see recommendations from the SAP PaPM Community, including links to the main page and the What’s New blog for Universal Model updates.
Additionally, the built-in support system provides tailored recommendations based on the application or tiles you are currently in, ensuring that you receive the most relevant information for your needs
How cool, 
Though, Let’s say after all the searching and checking the recommendation provided and still not able to find answers or probably experience a technical issue or a bug, it was made easy for the user to log an incident without even going to SAP ServiceNow. Below is how the user can report and view an incident.
Built-In Support for Incident Reporting
The procedure below will go through the process of creating an incident report using the Built-In Support process.
Pre-requisite: S-USER to access SAP’s Support Portal
1. Open the Built-In support clicking its icon in top right corner of the application and sign in using SAP universal ID, which has an authorized S-User link.
2. Back in the Built-In Support dashboard and two tiles will be available,
"Get Support" and "View Cases".
To create an Incident Report
2.1 Choose Get Support and fill-out the required fields (*). Key in the necessary information as shown in a sample below.
A. Subject: Title of the issue
B. Description: (Provide the following information)
Detailed explanation of what happened (include steps to reproduce the problem)
Expected Outcome and Actual Result
Mention the Logs about the error
C. Component: SAP component related to issue in this case use LOD-PER-ACE
D. Priority: Choose a priority level based on SAP Note 67739 which you can find also by clicking 
E. Attachment: Attach any supporting documents, logs, or screenshots that can help SAP understand the issue better. This could include system error logs or examples of the problem.
Note: This does not replace the Incident Logging process but provide an alternative way.
2.2 Choose Create Case
To view and reply to an Incident Report
2.3 Choose View Support and as shown below.
The user will be able to reply to and update cases as well when necessary.
The user will also be able to see the replies from SAP.
SAP Built-In Support is here to simplify your experience and ensure you have the information you need at your fingertips. Whether you’re searching for documentation, seeking community recommendations, or reporting incidents, this support system enhances your efficiency and helps you overcome challenges.
That’s it! Embrace the power of SAP PaPM Cloud UM Built-In Support to maximize your productivity! See you in my next blog!
