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A Smarter Support Experience

feliciashafiq
Associate
Associate
a month ago
1,169

Your support experience is evolving. Key changes and what you need to know.

As part of our ongoing efforts to make support from SAP smarter and easier for you, we have been piloting new ways to optimize the support experience and better connect you with the right channels and the right experts. We are excited to share that these improvements are now live. 

What’s changing 

As your entry point, the “Get Support” application has been enhanced to make it easier to create and manage your support cases. 

  • A clearer, unified navigation structure now guides you through case creation, with each step accessible from the left-hand pane. 
  • The detailed description field has been moved to the beginning of the process—helping you provide important context earlier and improving the quality of AI-driven recommendations. 
  • Improved UI consistency and AI disclosure messages to make the interface more transparent, intuitive, and ready for future innovation. 

In particular, the Incident Solution Matching (ISM) service has been further enriched with generative AI (GenAI) capabilities. Based on the information you provide, the service compiles relevant solutions and summarizes them into a single, easy-to-read answer—complete with links to the original knowledge articles used. 

The GenAI feature is being rolled out to customers in phases, starting with a limited group and expanding over time. It includes a feedback option to continuously refine your experience. 

When you create a case, you may receive a recommended priority based on your case details. This helps guide your selection so your case can reach the right experts and most suitable support channel, helping to enhance the overall resolution time. You remain in full control and can always adjust the priority to reflect your business impact or urgency. 

 

New customer view in 'Get Support' applicationNew customer view in 'Get Support' application

Set up your case for faster resolution 

To help ensure your case reaches the right experts as quickly as possible: 

  • Write a concise title for the issue that states the key symptom. 
  • Use the detailed description section to provide evidence, error messages, recent changes, and attempted fixes. 
  • Select the correct system that is affected by the technical issue you want to report 
  • Select the most accurate product, function, or component. 
  • Clearly describe the business impact, along with any workarounds in place 
  • Keep your case updated if conditions change and add feedback if you adjust the proposed priority. 

Thank you for partnering with us as we continue to transform support from SAP into an experience that is smarter and more effective for you.