The "Get Support" application in SAP for Me guides you to solve a technical product issue in real-time or reach SAP experts with relevant information through an AI-enabled framework. It provides an integrated and personalized support experience to simplify and streamline the end-to-end case creation process. During the interaction, AI automatically recommends relevant solutions, predicts the right product categorization, and recommends the most suitable channels - such as Expert Chat, Schedule an Expert, or SAP Community, as part of the Real-Time Support approach.
Perform support tasks with the "Get Support" guided assistance and access personalized content in their preferred language.
Overview
- Improved case creation
- Available within SAP for Me, the personalized central entry point for SAP support
- Get immediate solutions or follow step-by-step guidance to define your issue
- AI recommends the best support channel (for example, Expert Chat, Schedule an Expert, SAP Community, or case)
Benefits
- Simplified and intuitive user-led design to get faster and more efficient customer support.
- Seamless omnichannel support experience across SAP for Me portal and mobile app.
- Guided business impact collection to prioritize issues effectively.
- AI-enabled product predictor and best action recommender for an effortless experience.
- Integrated support decision trees to help narrow down the problem area.
Support Applications: Key Features
Throughout your support journey, SAP for Me assists you in describing the issue, categorizing it, setting the appropriate priority, and selecting the most effective support channel, always aiming to provide instant solutions whenever possible.
Once sufficient information is provided, artificial intelligence predicts the issue category based on past case success rates. It also streamlines the reporting of critical issues by assisting with business impact analysis and recommending the most efficient support channel.
The new case list offers a user-friendly, personalized tabular view for case management.
Integrated Support Channels
The "Get Support" application, illustrated in the figure, integrates various support channels to deliver a seamless customer support experience. The "Get Support (Cases, Expert Chat, …)" card now serves as the central access point for customers and partners to report a case, start an Expert Chat, or book a Schedule an Expert session, and more.
Product and Product Function Predictor
The "Get Support" application uses artificial intelligence to predict "Product and Product Function", which are used to categorize your issue. This will direct you to the right experts to help you as fast as possible.
Hot and trending knowledge recommendations are based on your selected product and product function, highlighting issues that are currently affecting other customers. This is especially useful for cloud environments, where rapid awareness of emerging issues is critical.
The figures below provide examples of "Recommended Solutions and Product Functions".
Best Action Channel Recommender
The "Best Action Channel Recommender" leverages AI to suggest the most suitable support channel for the issue to get resolved.
Guided Experience and Recommended Solutions
The "Get Support" application provides a guided experience and recommends solutions, as shown in the figure.
Real-Time Log File Analysis
Real-time log file analysis automatically analyzes support-related files leveraging knowledge of support experts
Incident Solution Matching
Incident Solution Matching provides intelligent solution recommendations based on case data. With "Support Trend Analysis", the system automatically identifies the most frequently used content ("HOT") and content with rising usage trends ("TRENDING").
Optimized Case Management
The "Case List" is the central place to manage all technical issues reported.
You can easily view, edit, or confirm cases using personalized filters and views, sorting, and grouping options. To access this feature, go to the "Cases" tab in the "Services & Support" dashboard.
After adding the search criteria, you can save the view for future use, for example, filtered by customer numbers (if you're an SAP partner), by priority, or other parameters. This enables quick switching between different customized views.
See the figures below to find out more.
SAP for Me Mobile App
The SAP for Me mobile app is designed to streamline and simplify your daily tasks, offering a user-friendly experience for managing straightforward processes. Please note that the full range of data is only available via the website.
The "Get Support" application in the mobile app provides access to the support channels "Case" and "Expert Chat". In addition, "Schedule an Expert" sessions can be accessed directly through the app.
Case management in the mobile app makes managing open cases easier and more efficient.
Cloud availability overview: Find an overview of the status of all the cloud systems that you have subscribed to. Any abnormal systems will be listed to easily view the latest progress.
Access
You can easily access the "Get Support" application in SAP for Me:
- Use the following links to access your SAP for Me homepage and the Services & Support dashboard.
- Download the mobile app from the Apple App Store or Google Play Store using the following QR codes.
Relevant Links
- SAP for Me online help
- SAP for Me online help for case management
- SAP for Me on sap.com
- SAP for Me Support Webcasts
- SAP for Me at the SAP Support Portal
- Follow SAP Community tag SAP for Me
- Direct link: https://me.sap.com/getsupport