Using Bi-Directional Support

Bi-directional support is a customer service approach that goes beyond traditional reactive support. It leverages AI and proactive outreach to predict and prevent issues, reducing customer effort and disruptions. This approach fosters a collaborative, anticipatory relationship, enhancing customer satisfaction and operational efficiency. 

You can access proactive solutions through the new "Live Preventative Recommendations" application within the "Services & Support" dashboard in SAP for Me. The application provides easy access to critical, preventative, hot and trending solutions tailored to the systems you are interested in. Preventative SAP Knowledge Based Articles (KBAs) are AI-identified solutions based on similarities to past issues, helping you detect and avoid potential problems before they occur. The application also integrates the existing real-time critical, hot & trending solution recommendations which, together with preventative solutions, helps you minimize disruptions, react immediately, and anticipate and mitigate potential risks for your software solution landscape.

• Prevent disruptions: Avoid unexpected issues and minimize downtime.
• Reduce effort: Get timely solutions without needing to initiate contact.
• Enhanced experience: Enjoy a more collaborative and proactive support relationship.

To access the proactive solutions, go to "Services & Support" dashboard → "Overview" tab → "Live Preventative Recommendations’'’ launch card.

• On your first visit, KBAs & notes for your favorite systems are automatically listed, provided you have marked ten or fewer systems as favorites. If you do not have any favourite systems maintained, you will be prompted to select systems you are interested in.
• For your next visit, the application shows critical, preventative, hot, and trending solutions for the systems that you previously selected.

• For each system in your list, click the respective column header to sort the list by number, title, type, category, software product, component or by alert date (the point in time when the note was identified as hot, trending, or preventative).
• Use the filters systems, software products, components, types or use search to narrow the list of KBAs or notes down to the ones you are most interested in.
• If your S-user is associated with a company in a global corporation, select one of your subsidiaries from the customer dropdown.
• Choose the 3-dot menu, then export, to download the table to a local XLSX file on your computer.

Blog posts at SAP Community:

• Live Preventative Recommendations" Application is now live
• Expanding proactive solutions: Critical content now live in SAP for Me
• Unlocking proactive solutions: Preventative content now live in SAP for Me
• Predictive and preventative Support
• Preventative support hot & trending content LIVE in SAP for Me!
• Hot and trending content enhanced within Support assistant
• Hot and trending content LIVE in the SAP Support Portal