Support Site is Not user Friendly at All

[Qi_Ren]

The support site is not user friendly at all. SAP should really improve in terms of user experiences.

[matt · Accepted solution]

I thiink it's unfriendly because people make posts, and then don't respond any further.

[former_member190578]

I think it is user unfriendly because you need a lot of time to find what you looking for and you can spent hours for a search and you go round in a circle.

The best way to find something on this site is still via Google. It's a shame...

Or there a sites with a bunch URL's and LINK's. Just sometimes too much. And it's getting worse.

Also there are often URL's not working or working properly.

For example the download site for the SAP Trial Version is now after it's change very hard to find. It depend if you do one wrong move and you are lost.

Or another example: I got message on my 'Communcations' site and I don't know how I can avoid this messages.

Or I am not able to contact other person.

And some filters are weird.

And what is this meaning: "### IMPORTANT NOTICE: YOUR POST WILL BE REJECTED! ### The SCN Support space (forum) IS FOR SAP COMMUNITY NETWORK SPECIFIC QUERIES ONLY, not SAP product support!!! If you have an issue or query related to an SAP product or specific topic, create your content in the relevant community:"

[matt]

The warning is quite clear. Don't post questions in this space/forum on SAP product issues. This space/forum is for questions relating to scn.sap.com.

[former_member190578]

Yes, quite clear but I didn't ask anything about SAP product support and didn't mean to ask anything about product support.

But this message sounds like that my current posting will be rejected because they already know what I meant to write.

The main message is: ### IMPORTANT NOTICE: YOUR POST WILL BE REJECTED! ###

This sounds like they already know that I will write something wrong in this forum and that it will be about SAP product support.

If they would write: " your post will be rejected IF YOU write bla bla... "  THIS would make any sense.

SAP getting more and more weird in the last couple of years.

[JasonLax]

I agree the message might come off as aggressive but it's still ignored at least 3 to 6 times a day, if not more, vs the 1 true support query that might be posted.  There are system limitations and the platform can't detect what members will post about so the message needs to appear.

We tried the "if you..." but it was even worse.  However, seeing how the current message goes ignored en masse, I suppose I can swap "will be reject" with "can be rejected" even though it seems 90% of new posts in this space get rejected some weeks.

fyi - For the benefit of all members, is linked prominently from the site header across every page and has resources explaining how to find the right space to post you content so that it reaches the right audience.

[Former Member]

It's frustrating to have to read through multiple documents and pages and search and logon and "find the right space" to "post content" when all one needs to do is find a simple answer to a simple question. Amazingly un-user friendly is it.

[Steffi_Warnecke]

Hello Joseph,

are you being sarcastic? Or do you really thing it is user unfriendly, that you have to put in some effort yourself to get help for your issues?

Regards,

Steffi.

[JL23]

If  you go into a shopping mall with about 100 department stores how is your feeling there? Are you just stopping at the entrance and saying how frustrating it is, you just want buy a jeans and nothing else and they expect from you to pass by 20 stores, take the escalators to the 2nd floor, pass another 10 shops until you are there.

[Former Member]

I do, honestly, think this help site is impossible. I am not being sarcastic.

[JL23]

Do you have any constructive idea how to make it better.

[former_member183424]

Do you like a room which is totally messed up ?

[matt]

So, you'd have one space to ask questions in? That would make the site usefulness absolutely zero, given the number of questions posted each day. Further, the division into subjects may not help you find where to post, but it does help the experts who are voluntarily giving of their time to help you.

I know that if I pick up a question in the ABAP space, there's a high chance I'll be able to answer it. If all the questions were mixed together, there might be a hundred functional questions on the first page. Your ABAP question gets missed - no-one is served.

Usually though it's pretty obvious where you need to post, and even when it isn't it doesn't require genius level intelligence to figure out how to determine the right place -here is the procedure I used, when I have occasion sometimes to ask fairly obscure questions in subjects I'm not familiar with.

a) Search for my answer in SCN (using google - add site:scn.sap.com).

b) If I don't find an answer to my question immediately, I look at where answers were posted by others that are associated with my question

c) I post in that space.

Not exactly difficult is it.

Now,I'm not one of those who thinks you can't raise valid criticism if you haven't fully worked out an alternative, but I'd be intrigued to find out how you think the site could be improved?

[JasonLax]

Yes, there are several channels at time reflecting the different measures in place to separate public and restricted for partners and customers.  There are also many SAP product and solutions to cover.  Overall, judging by the http://scn.sap.com/activity feed, many SAP users and customers do get help, assistance and know-how on a regular basis.

There's always room for improvement and your constructive feedback is welcome. 

I do encourage you to give it a chance and once you get familiar with you'll soon realize that there's a wealth of knowledge from many very passionate people available for your benefit--and free.

[JasonLax]

Hello Qi,

Can you provide more information about which support channel? Then perhaps I'll be able to forward your feedback.

Jason

[JasonLax]

Branched from an earlier and unrelated discussion.

[Former Member]

Qi,

I assume you are talking about the Service Marketplace (http://service.sap.com/message and related).  The biggest problem I have always had with Service Marketplace is the search functionality.  The internet now has plenty of search engines that are 'smart', e.g. they apply algorithms to the search engine such that the first hits are the most likely to answer your question.  Although the SAP search engines have improved a bit over the last 10 years, it is a shame that they have not really kept up with the rest of the online world in this respect.

Best Regards,

DB49