Working with SAP Concur Support

Objective

After completing this lesson, you will be able to work with SAP Concur Support

Authorized Support Contact (ASC) Management

Note

This lesson is intended for customers who use SAP Concur. If you do not fall into this category, please skip ahead to the assessment questions located at the end of this unit. You must answer these questions in order to successfully complete the Support Accreditation training.

When your organization adopted SAP Concur as a cloud-based travel and expense management software solution, SAP assigned between two and five people as Authorized Support Contacts (ASCs). These individuals are the only ones who can access resources on the SAP Concur Support Portal and are responsible for managing SAP Concur Support issues across your organization.

As an ASC, you serve as the primary liaison between your company and SAP Concur Support. This may include:

  • Acting as the main contact between your organization and SAP Concur
  • Working hand in hand with SAP Concur Support
  • Collecting information from users
  • Authorizing testing
  • Approving or conducting configuration changes
  • Reviewing billing settings, updating invoice contacts and addresses

Setting ASC Permissions

Each ASC can add or remove other users as ASCs.For security and efficiency, the list of ASCs should be kept up to date. Ideally, designating a single ASC within your organization to oversee and maintain the ASC Llist on a regular basis would be the most effective approach.

For step-by-step instructions on how to set ASC permissions, see Authorized Support Contact Management.

SAP Concur Support Portal: First-Time Access

Once you have ASC access, you will see a new Contact Support option on your SAP Concur screen. A similar link may also appear at the bottom of the page.

Contact Support menu option.

Selecting Contact Support opens the SAP Concour Support Portal. The first time you visit this page, SAP Concur displays the user information confirmation box, asking you to create a profile.

User Information Confirmation dialog.

Complete the remaining fields and then select Save.

How to Navigate the SAP Concur Support Portal guide provides detailed procedures for creating and managing your profile.

SAP Concur Support Portal at a Glance

After you complete your profile, SAP Concur displays the SAP Concour Support Portal page, which looks like this.

Annotated version of SAP Concur Support Portal.
  1. My Profile | Close (Log out): Easily update profile information and log out (close).
  2. Menu Tabs: Access to common features.
  3. How can we help you? Search Bar: Quick access to generative AI answers, Knowledge Base articles, cases, improvement requests, training, technical publications, and SAP Concur Community.
  4. Information Center: View important notices from SAP Concur Support and opt-in to receive these notices by email in My Profile.
  5. Quick Link Menu Bar: Complete visibility of the top menu tabs and drop-down menu selections.

Next, we’ll look more closely at some of these features.

SAP Concur Self-Service

When you become aware of an issue, a good first step is to consult the self-service options on the SAP Concur Support Portal.

Use the How can we help you? search bar to check for possible solutions. Powered by generative AI, searching accesses the Knowledge Base and provides an aggregated, comprehensive answer in easy-to-understand language. Try using these tips to get the best results:

  1. Use natural language; type your question like you are asking it aloud.
  2. Be open to the AI's suggestions and consider trying different solutions.
  3. If the initial response doesn't fully address your issue, try again with different wording.

You can also search for a specific case number.

The How to Navigate the SAP Concur Support Portal guide includes detailed procedures for using the How can we help you? search bar.

How to Use SAP Concur Self-Service

The following video shows how to use the self-service features on the SAP Concur Support Portal.

SAP Concur Community Support

If none of the self-service resources help solve your issue, check the SAP Concur Community. Chances are, another user has already experienced and solved the problem you are facing, and shared it with other users.

In the SAP Concur Community, you can connect with other ASCs, post questions and answers, and participate in discussions. Professional edition customers are part of one community while standard edition customers are part of another.

To get started, visit SAP Concur Community.

SAP Concur Open

Before you contact Support, SAP Concur Open offers one more checkpoint. This dashboard shows up-to-the-minute service availability and performance information. You can access it at https://open.concur.com/.

In the example below, SAP Concur experienced a distruption in its travel service on May 14, but the system was experiencing no current issues. If SAP Concur Open does show a current issue related to yours, then SAP is aware of it, and you don't need to contact SAP Concour Support.

Example of SAP Concur Open dashboard.

The ASC guide, Getting the Most from SAP Concur Support provides details on using SAP Concur Open.

Contacting SAP Concur Support

If neither self-service nor the SAP Concur Community can resolve your issue, and SAP Concur Open shows no system-wide problems, then your next step may be to contact SAP Concur Support by phone, chat, or case creation.Let’s take a closer look at these options.

Cases you create are assigned a priority, which determines how quickly SAP Concur Support will respond:

  1. P1 - very high
  2. P2 - high
  3. P3 - medium
  4. P4 - low

Note

The Support Policy for SAP Cloud Servicesdetails these priorities and their support times.

When you first create a case, it will initially be assigned P3. When SAP Concur Support reviews the case, they may adjust that level.

When creating your case, try to include as much information as possible, such as steps to reproduce the issue, number of users impacted, whether there is a workaround, or any other pertinent details.

24/7 Chat

Chat is most effective for basic questions that can be answered quickly. To start a chat session:

  1. From the SAP Concur Support Portal, go to the Support tab > Contact Support > Chat with Support.
  2. Select Expense, Travel, Invoice, or Concur Request depending on the assistance you need.
  3. Describe your issue in the chat window.
  4. The SAP Concur Support representative will either handle your issue or transfer you to the team best equipped to do so.
  5. After the chat session ends, you will receive a transcript for later reference.

Note that chat is only available in English; for support in other languages, please create a case.

Phone Support

If you’re experiencing a critical (P1) issue impacting all users, such as a system outage, you can contact phone support for assistance.

  1. From the SAP Concur Support Portal, go to the Support tab > Contact Support > Call Support.
  2. You will be asked to provide your name, company name, SAP Concur solution, and to verify the email address associated with the account.
  3. The SAP Concur Support representative will create a case to provide a record of the conversation.

If all representatives are engaged with other customers, you can either wait or reserve your place in the queue by entering a phone number. Note that phone support is only available in English and Japanese; for support in other languages, please create a case following the steps in the next section.

How to Create a Case

The following video demonstrates how to create a case on the SAP Concur Support Portal.

Case Management

Once you have created a case - whether via phone, chat, or the Create a Case function - you can:

  • View details about it
  • Schedule a discussion with an SAP Concur Support representative
  • Close it, if the issue has been solved

View a Case

To view a case, go to the Support tab and click Support Cases. You can then filter the resulting list bystatus, priority, date opened, last comment, or keyword.

View Cases screen.

The Status column shows the current status of each case.

If additional information is required to resolve a case, the status will change to Pending Customer. The Case Comments section will specify what is needed to proceed. No progress can be made until the case is updated with the requested information. Should customers choose not to respond, the case will automatically close in 21 days. However, a case can be re-opened within seven days of closure. After that time, a new case must be created.

For details on viewing a case, see How do I view a case?.

Schedule a Call

To schedule a call with an SAP Concur Support representative, select Scheduling Link in the open case. You will be able to specify a date, time, and other details. Once you schedule a call, you, the representative, and any other attendees will receive a meeting invitation.

Note

You will not see a scheduling link if the case is not assigned to a representative, part of a larger priority event already known, or the case is in any of the following statuses:

  • Canceled
  • Closed
  • Deferred
  • Duplicate

For detail on scheduling a call, see Schedule a Call.

Escalations

In the unlikely event a response is not received within the Customer Response Levels, ask for an update in the Case Comments section. If the case needs to be escalated, click the Escalate button within the case and an escalation notice will be sent to the assigned team. A red up arrow next to the case number denotes escalated cases.

For cases needing urgent attention, another escalation option is to reach out to your Client Success Manager (CSM) via phone or email. Be sure to include the case number and key details such as the business impact of the issue, which will help the case get prioritized.

Close a Case

To close a case, open it and select the Close Case button.

Then select Close from the Status drop-down menu and select Submit.

How to Manage Cases

The following demo shows how to view, filter, and manage cases on the SAP Concur Support Portal. It shows how to add comments, attach files,close cases, and download case reports.

Billing

To access your SAP Concur invoices online, navigate to the Billing tab and click View Concur Bill Online.

Screenshot of the Billing tab in Concour

Once the link has been clicked, SAP Biller Direct will display. Here you can review open and paid invoices, change the billing address, or enroll in Autopay where applicable and available.

For additional Billing-related information, consult the Online Billing Portal Guide or open a billing question case in the SAP Concur Support Portal.

Enhancing Security in your SAP Concur Environment

As an ASC, you play a crucial role in maintaining security within your organization. The course Enhancing Security in Your SAP Concur Environment equips you with the tools and confidence to protect your SAP Concur environment by implementing strong password policies, conducting regular security audits, and applying smart configuration practices effectively.

Key Takeaways

Now that you’ve completed this lesson, let’s review the key conceptsto remember when working with SAP Concur Support.

ASC Role & Responsibilities:

  • ASCs serve as primary liaisons between their organization and SAP Concur Support.
  • Key duties include collecting user information, authorizing testing, approving configuration changes, and managing billing settings.

Self-Service Resources (use first):

  • SAP Concur Support Portal Search: AI-powered search for Knowledge Base articles and comprehensive answers.
  • SAP Concur Community: Connect with other ASCs, post questions, and access shared solutions.
  • SAP Concur Open: Real-time service availability dashboard at https://open.concur.com/.

Contacting Support (When self-service doesn't resolve your issue):

  • Chat Support: Best for basic questions requiring quick answers.
  • Phone Support: For critical incidents (P1s), like system outages.
  • Case Creation: For complex issues or non-English language support.

Case Management:

  • View and filter cases by status, priority, date, or keywords.
  • Schedule calls with SAP Concur Support representatives when the case is assigned.
  • Cases marked "Pending Customer" require additional information within 21 days.
  • Engage your CSM for cases needing immediate attention.

Additional Resources:

Learning

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