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Former Member

February’s In Product Support upgrade allows administrators, for the very first time, to seamlessly amend a case with both objective contextual data and a fully narrated video! If we focus on these features independently, we may lose sight of how they fit together:  By breaking down the barriers between a Cloud product and an integrated support environment, SuccessFactors has redefined how we gather data on and resolve customer questions.

Read on to see how we have tapped into the Cloud to extract contextual information, or rain, to fuel a data-driven support model.

Redesigned within the February 2014 release, CS Innovations Senior Programs Manager Tod Keiffer states that In Product Support, which allows administrators to access help and submit cases in a single click, embraces the possibilities unique to an integrated support experience within a cloud environment. Although there are many benefits included within the latest In Product Support upgrade, we will focus on the features that allow administrators to describe questions like never before:

  • Embedded technology which allows administrators to record, narrate and attach a video of an issue to a case (pictured)
  • Ability to include mission-critical system data automatically to a case - so engineers can identify an issue in seconds

This shift in our support model is only possible because we’ve embraced the intersection of an integrated support experience in a cloud-based product. The barrier, or the metaphorical umbrella, has been lifted — and we look forward to improving our customers’ satisfaction one context-driven rain drop at a time.


Jordan Hodgson

Senior Marketing Analyst

Customer Experience, SAP