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Built-In Support is a digital support platform which allows user to find help, create tickets and contact support right in your sales cloud application.

The support model seeks to achieve a qualitative  upgrade in customer support experience.It enables users to get support in real-time within their current product. By providing efficient,simplified, and guided support channels, users can search for information, Inquire about needed information,connect with an intelligent chatbot, or communicate with SAP support experts.

These features not only bring new experiences to customers, but also help them on the work efficiency and business benefits.

Integration with SAP Universal ID

SAP Universal ID can show you all the linked information of your multiple S-user or P-user accounts in a consolidated account selector after you logged in to Built-In Support. You don’t have to remember your S-user IDs and passwords anymore.

Accessing Built-In Support:

  1. Login to SAP Sales & Service Cloud V2 tenant with any User ID and PW.

  2. Click Built-In Support icon.

       Note: The  icon appear for users with below business services.

       Service: sap.crm.service.builtinSupportService

       UI App: sap.crm.builtinsupportservice.uiapp.builtinSupportUi

Activate Built- in support

  1. The Welcome page is displayed. You can proceed the initial screen of built -in support by clicking next/skip it.

  2. 2. Click Start Initial Activation button to start the process.

  3. 3. Click Sign In button, the SAP Universal ID login page will be opened in a new tab. Enter your SAP Universal ID and password to log in.

  4. 4. Log in with your SAP Universal ID.

  5. 5. If you don’t have an SAP Universal ID, click Create Your SAP Universal ID, the registration page will be opened in a new tab. Complete the registration, then back to Built-In Support screen and click Sign In.

  6. 6. Click Link Accounts button to link your S-user ID to your current user account in SAP Universal ID. SAP Universal ID Account Manager will be opened in a new tab, complete the link process there. Once you have a linked S-user ID, go back to the Built-In Support screen, you can see the linked account with its username, S-user ID, and company name.

          Note: If you already have a linked S-user ID, you will skip this step and go to the next step.

**To link your S user ID and create a universal ID , use the default browser**

Authorize Account

  1. Authorize your S User for Built In support (use different browser like Opera where SAP certificate should be skipped).

  2. 2. Upon Clicking Authorize S user a new tab will open. Skip the certificate authorization step and login using your S user and you can use your certificate if prompted while login.

  3. 3. Enter Your S user ID to log in.

  4. 4. Click Authorize button on the authorization grant page. Then you will see the prompt message showing that the authorization grant is given for this S-user.


  6. Note: It should show your S user instead of I/D User once authorized.

  7. 5. Open the account and check. The ID will show as Authorized.

          Note: It is necessary to authorize S user ID using Opera browser as one time activity. Once the ID has been authorized any browser can be used to access built in support.

How to Raise an Incident:


  • Make sure you are on the same page when raising the incident for the issue.

  • Based on the subject and description the system will automatically determine the component.

  1. Click On Report New Issues.

  2. 2. Enter Subject, description, priority and click on Create Incident. Add attachments if any.

  3. 3. The message will appear incident has been submitted and you can view it under Incident section.

Reviewing the Incident within the Tenant

  1. Click on Review my Incident.

  2. 2. You can either Reply to SAP or Close Incident based on the requirement.

  3. For more Information Refer:

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