Support Assistant is now available for SAP CRM product areas

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Are you familiar with the Support Assistant on the SAP ONE Support Launchpad?

The Support Assistant is a new feature of "Report an Incident" application, that offers a guided approach to create an incident through a conversational user interface.

To get the right selection options, make sure to select that system, where we can reproduce the issue. If a Support Assistant is available for the selected product area or product, a window pops-up right away.

This interactive tool:

• provides content recommended by support engineers,


• leverages AI technology to recommend further documents relevant for your input,


• asks product area specific questions to gather essential information,

The good thing is, you might already find solutions right away when using the Support Assistant. If you need further assistance, press "Continue" after answering the questions. Then, Support Assistant identifies the right component and takes over your answers to the incident form. You can review and submit the incident with relevant information that helps us to more easily understand and analyze your issue.

For more information on how to use the tool, visit this SAP Community blog:
Improved Incident Creation: Try SAP’s New Support Assistant.

Currently, this tool is available for specific products (see the full product list in KBA 2836020) and now new SAP Customer Relationship Management, SAP enhancement package for SAP CRM including version for HANA!

How to navigate within the Support Assistant for SAP CRM

Select on of following product areas of SAP enhancement package for SAP CRM if you use product versions SAP CRM 7.0 EHP1 to SAP CRM 7.0 EHP4 or SAP Customer Relationship Management, if you are on SAP CRM 7.0.

Click on “Start” to launch the Support Assistant

to get a screen with further selection options

Use “Show More Info” for explanations of the selection options:

By choosing that options which describes your issue best and answering our questions further on, you will get more relevant content and make sure, that information needed to process your incident faster, gets collected.

If you don't find a solution, press "Continue" to send the collected information back to the Report an Incident form and continue to submit the perfect incident to us.

We want to hear from you!

We are committed to maintaining and updating our content in this tool.

Use the SAP Support Assistant for SAP enhancement package for SAP CRM and SAP Customer Relationship Management when logging a new incident and provide your feedback. Let us know how this impacted your support experience and for what other CRM areas, Support Assistant content would be helpful.