In this brand-new blog post series, we will break down the key resources available to help ensure that your get the most value from your investment in SAP software and support. Over the next three months we will delve further into the Next-Generation Support approach, including our self-service tools, tips on creating the perfect incident and finishing up in June with the Product Support Accreditation, which you will be well equipped to tackle at that point!
Today’s post focuses on self-service and incident prevention.
Did you know that the SAP Support Knowledge Base Search, found in the SAP ONE Support Launchpad, allows you to search a variety of repositories; including SAP Notes, SAP Knowledge Base Articles (KBAs), SAP Community content, and more?
- SAP Notes are created to address a specific problem. They typically contain: Information on errors and insufficiencies in programs or documentation and the descriptions of how to correct the source code; Issues within the system environment (operating system, database, frontend, other); Workarounds; Links to Support Packages that solve the issue; and Answers to frequently asked questions. Knowledge Based Articles on the other hand, contain information such as troubleshooting knowledge, known issues, and common issues for self-help and task resolution. However, KBAs do not contain code corrections.
- The SAP Community is an online community of SAP customers, partners, employees, and influencers: developers, consultants, integrators, and business analysts. SAP Community is a rich resource of information, containing years’ worth of discussions and the largest repository of SAP answers. Join the community today to ask and answer questions, solve problems, share your expertise, and build your network!
Another popular self-service offering is Guided Answers (see demo). Guided Answers is an application which empowers you to troubleshoot and find solutions to your technical problems on your own using a step-by-step guide and intelligent support tools like automated decision search. SAP experts document exact steps for analyzing issues and make that available to you.
Thinking about customer empowerment, SAP's Incident Solution Matching is a new machine learning service based on Artificial Intelligence (AI) technology. It automatically proposes solutions based on incident data in the incident creation form in SAP ONE Support Launchpad.
Watch out for our next post of the series where we explore real-time support resources including Schedule an Expert and Expert Chat! In the meantime, you may also be interested to attend these SAP Product Support live sessions which are running in April:
Date: April 7th, 2021
Time: 10:00 CET- 11:00 CET
Date: April 14th, 2021
Time: 17:00-18:00 CET
Date: April 28th, 2021
Time: 15:00 - 16:00 CET (Berlin) / 09:00 - 10:00 EST (New York)
If you cannot attend the live event, previously recorded webcasts are available to view at the bottom of this page.
Further information is available on the SAP Support Portal pages below: