Objective
Note
SAP customers often rely on high-quality implementation and operation services from SAP partners for their SAP cloud solutions. Partners usually then also engage with SAP support on request and on behalf of customers.
To support partners in meeting those customer expectations and in the interest of overall customer success, SAP collaborates with its partner ecosystem through a broad range of enablement materials, including, for example, support case handling best practices.
Partners with effective support collaboration can be identified by indicators such as:
Customers may assess partners’ capabilities using the following indicators as part of partner selection or ongoing partner management.
SAP partners are encouraged to expand their operating procedures and capabilities along these dimensions.
To expand visibility and drive continuous improvement, SAP strongly recommends customers to authorize partners to use their own S-user ID via the service partner user management application for scenarios where partners engage with SAP support at the request and on behalf of customers.
The service partner user management application enables closer collaboration between SAP and partners by allowing SAP customers to authorize partners’ own S-user IDs to create cases on the customer’s behalf. For example, it enables partners to handle support cases more efficiently and prevent delay or project risks. It also enables customers to focus partner interaction on those areas that require most attention in context of overall service quality and success.
Authorizing partner S-user ID via the service partner user management application can easily be achieved by following four steps:
Customer creates the S-user invite.
Customer accesses the Manage Service Partner Users cardand invites an existing S-user from an SAP partner to be a delegate for their company.
Partner accepts the customer's invitation.
Upon receiving the e-mail invite, the partner's S-user can accept it in the Service Partner User Cockpit card, granting SAP permission to share their contact details with the customer.
Customer assigns the authorization to the partner.
Customer uses the Manage Service Partner Users card to grant case management authorization for their installations. They set a validity period and specify their installations or systems.
Partner creates a case on the customer’s behalf.
Partner consultants can now create cases on customers' systems with their S-user IDs.
Video Demo of the Service Partner User Management Application
Please refer to the following links for instructions on how to set up this function:
Customers are recommended to leverage the customer insights dashboard, also to identify partner-created support cases. This dashboard enhances efficiency and mitigates risks by offering a deeper understanding of customer- and partner-created cases and their patterns - such as involved components, inquiry categories, and resolution times.
To display partner-created cases, the case report needs to include two fields: "reporter type" and "partner" (by using the 'Adapt Filter' feature). Considering these fields enables SAP cloud customers to gain a broader understanding of their partner’s services, focus areas, effort drivers, and potential risks. For example, a high share of consulting or "how-to" cases may indicate opportunities to shorten resolution times by leveraging available documentation and SAP self-services.
Access this post and presentation to learn more about how to add the new fields.
Explore the visualization options for cases created by partners.