SAP ONE Support Launchpad - questions slipping "past the radar"?

[joachimrees1]

The SAP ONE Support Launchpad is here, and I'm using it.

I'm posting questions + feedback here on SCN and I often get a response, but sometimes I get no response at all, e.g. on those:

or

My impression is, that sometimes questions are slipping past the radar - if they are not notice shortly after they where created, they will not be noticed at all.

My Questions are:

1. Can I do something different?

2. Could the people that work on the Launchpad (and would probably be very happy to get feedback) do something different to actively look for open questions on that topic? (e.g. a daily search for open questions containing "SAP ONE Support Launchpad" ).

, can you help me out here, maybe?

best

Joachim

[former_member181891 · Accepted solution]

Hi Joachim,

Firstly, I really want to emphasize how much I appreciate your candid feedback and approach to getting these questions answered.  I want to explain quickly how we monitor SCN for feedback on these topics and why you may not be seeing a response right away.

1. The SCN team monitors and moderates the forums for any content that might require escalation or, well, moderation (e.g. violates the terms of use).  This team passes along feedback, questions, comments, concerns to the appropriate team (product owners, project managers, etc.) to ensure that customer feedback continues to drive how we do business.  The benefit of SCN is that you can engage with other users on topics that interest you, like gathering feedback on ways we can improve the Launchpad experience.  We love to read those topics, but often take a secondary seat in responding in those threads, as we do not want to dominate the conversation.
   
   That said, you're right, and we are working to do a better job of acknowledging user comments to continue to emphasize that we are listening.  Please know that they are being read and fed into the conversation with our development teams, particularly about future enhancements.  I will review your comments again today to ensure that all the items you've brought up are in front of the LP team.
   
   
2. In the same regard, the Feedback button within the Launchpad is the most direct route to the Launchpad team.  The team reviews the feedback received via that channel regularly and creates bug fixes, new roadmap items, and usability fixes based primarily on that feedback.  The downside is, as you've noted, you will likely not receive a direct response from that channel beyond a "thank you" and confirmation that your comments have been received.  (Also, I did note that you were having some trouble with the Feedback button -- I'll make sure this is addressed with the LP team ASAP.)

Thank you again, Joachim, both for your content shared and the tone you've shared them with.  Your enthusiasm and support are greatly appreciated.

My very best,

Jamie

Jamie Cantrell

Client Communications Manager

SAP Customer Experience, Digital Business Services