CRM and CX Blogs by SAP
Stay up-to-date on the latest developments and product news about intelligent customer experience and CRM technologies through blog posts from SAP experts.
Showing results for 
Search instead for 
Did you mean: 
Need to talk to a manager/ expert for your Open High Priority Incident?

Here is how you can:

Schedule a Manager is SAP’s live support service that enables you to speak directly with a support manager on your high-priority incidents.

Schedule a Manager allows you to schedule a 15-minute phone call with a Product Support manager to discuss your incident, with a 2-hour lead time.

The aim of this service is to prevent or reduce the potential for service exceptions.

The Schedule a Manager option can be scheduled only if all the below conditions are met:

  • The incident has been on priority high for at least 2 days after creation

  • A manager is available for scheduling via prompted calendar functionalities

  • The incident is within Product Support

  • Schedule a Manager is offered in English as standard.

Please note that Schedule a Manager is not offered for incidents processed within SAP Development support however it is possible to request a call back from a developer by contacting CIC.


Steps to Book Schedule a Manager:

Open an incident and if the incident qualifies for Schedule a Manager, the option highlights as below, the time and date for your Session – Then click on NEXT:


Enter all of the requested contact details as they are mandatory to move forward


And finally, add Reason for Request, and Click the Book button.

Your session is confirmed.

From here, you can Add to Calendar, Cancel the Schedule a Manager request or Update Contact Details.


Please refer to the below KBA for more details:

2854599 - Schedule a Manager - Frequently Asked Questions - SAP Product Support

Thanks for reading!


Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!

Read more #CustomerInteractionCenter blog-posts Here!

Take care!

Chaitra KB CIC Team