- SAP Managed Tags:
To follow-up from our previous external go-lives on SAP ONE Support Launchpad and support assistant we are now LIVE with Hot, Trending and Additional content for all products located in the SAP Support Portal.
Now when customers are on their product page, they will have real-time information on which SAP Knowledge Base Articles (KBA) and Notes are trending at that moment. They will also be able to see Hot KBAs/Notes for problems considered critical.
Trending KBAs/Notes are based on the trending engine which checks the number of views. If there is a recent spike in the number of views, it is considered Trending.
Hot KBAs/Notes are defined by product support experts in each area. They are related to:
Hot content has an expiry date, so it will only be displayed for customers for a determined period.
Additional content is static content defined by product experts internally related to the product, such as links to the Help Portal and SAP Community.
In the following screenshot you can see where you can find the Hot, Trending and Additional content for the appropriate product.
To get a tailored one-minute tutorial, simply click on this demo to view/watch.
For more details on Predictive & Preventative Support please refer to previous blog referenced below:
Predictive and Preventative Support
What does this mean for customers?
Now when customers are on their product page, they will have real-time information on which SAP Knowledge Base Articles (KBA) and Notes are trending at that moment. They will also be able to see Hot KBAs/Notes for problems considered critical.
Trending KBAs/Notes are based on the trending engine which checks the number of views. If there is a recent spike in the number of views, it is considered Trending.
Hot KBAs/Notes are defined by product support experts in each area. They are related to:
- Current problems occurring such as regression issues: KBAs/Notes with workaround for a new issue that is happening and no solution yet.
- Hot News, where there is information to solve a critical bug.
- KBAs/Notes with new information that can affect a lot of customers, like legal changes.
Hot content has an expiry date, so it will only be displayed for customers for a determined period.
Additional content is static content defined by product experts internally related to the product, such as links to the Help Portal and SAP Community.
In the following screenshot you can see where you can find the Hot, Trending and Additional content for the appropriate product.
Example of HOT, Trending and Additional Resources on SAP Support Portal
To get a tailored one-minute tutorial, simply click on this demo to view/watch.
For more details on Predictive & Preventative Support please refer to previous blog referenced below:
Predictive and Preventative Support
