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TammyPowlas
Active Contributor


SAP Customer Interaction Center  - see calls here 

See the replay REPLAY



Source: SAP

Agenda is above



Source: SAP

Global organization, 24 x 7, 365 days a year

First point of contact, assist with non-technical queries



Source: SAP

Support portal is interlinked with Fiori launchpad



Source: SAP

Customers can customize view

You can request an online demo to become familiar with launchpad



Source: SAP

Super admin knows who to give authorization - recommend 2 super admins for each company

Cloud admin role is a new role; solely for SuccessFactors products



Source: SAP

Where SAP Support spends most of its time - incident management

"Solve once, share many times"

Adding to slides - display all incidents

If you want to speed up incident, give business impact (non-technical information)



Source: SAP

The biggest takeaway is above

One problem per incident; can't split problems - will take longer, a delay for you as the customer

Document the analysis you have done



Source: SAP

Monitor your incident, respond quickly to your incident

You can change incident priority and it is in customer action you can change it yourself

Otherwise you contact SAP with business impact

SAP wants you to manually close and take the survey



Source: SAP

If you are having difficulty downloading software, ensure your S-user is linked to the company ID, and you have authorization (contact your super admin)



Source: SAP

This is only for on-premise customers



Source: SAP

Authorization to request license key (super admin)



Source: SAP

Self service support; feedback is positive

What's app is broadcast only

Expert chat is direct real time contact (new issues, haven't created an issue)

CIC chat - S-user, download sofware



Source: SAP

How to connect



Source: SAP

More on how to connect with SAP Support