Engaging with SAP’s Support

Incident Solution Matching is an AI-powered service within SAP for Me that helps you find relevant solutions faster during the case creation process.

By analyzing the information entered in your case, it automatically recommends SAP Notes and SAP Knowledge Base Articles ranked by semantic relevance.

Powered by machine learning and continuously improved through support engineer expertise and past case learnings, the service helps accelerate issue resolution and improve self-service outcomes. Suggested solutions are available both while creating a new case and when updating existing open cases, ensuring you always receive the most relevant recommendations based on the latest information provided.

The Product and Product Function Prediction services use AI to analyze support requests and automatically identify the affected product and product function.

By intelligently categorizing cases, these services help route issues to the right support experts faster, reducing manual effort, delays, and unnecessary re-routing. Continuously learning from past interactions, the system improves its accuracy over time, helping deliver quicker resolutions, more efficient support experiences, and better outcomes for customers and partners.

The Best Action Channel Recommender leverages AI to suggest the most suitable support channel for resolving your issue.

Depending on the type of product issue you are facing, one support channel may be more effective than others. Using artificial intelligence and previous case solution rates, the system intelligently determines and recommends the best support channel for your scenario.

The recommended channel is listed at the top of the page, followed by alternative channels that you can select from based on your preference. Available channels include

• Create a Case
• Expert Chat
• Open an SAP Community Question
• Schedule an Expert Session

Support Assistants help you create smarter, more effective support cases by guiding you through the case creation process step by step. A support assistant categorizes your issue, asks targeted questions, and recommends relevant content and solutions to help accelerate resolution, or even enable self-resolution before a case is submitted.

The tool also automatically selects the most appropriate component and expert area, helping reduce delays caused by incorrect routing or "ping-pong" transfers.

All interaction details are seamlessly captured within the case, giving SAP’s support experts the context they need to investigate and resolve issues more efficiently.

The Priority Predictor is an intelligent AI solution that automatically assesses and prioritizes support cases using advanced algorithms and business impact analysis.

You will receive a suggested priority but always have the option to review and adjust it before submitting. This ensures urgent issues are addressed quickly, while maintaining full control and transparency for every case submission.

The Expert Chat is a real-time support channel that enables you to connect directly with SAP’s support experts through an online chat interface. It is designed to provide quick, efficient, and personalized assistance for resolving technical issues, answering questions, and addressing other SAP software- and service-related support needs. It is available for all support levels and almost all solutions at no additional charge.

After opening the Get Support application on the SAP for Me portal, Built-In Support or SAP for Me mobile app, take the following steps to use the expert chat:

1. Provide the required information related to your issue.
2. Select the Expert Chat option when available.
3. Choose Connect to Expert to start the session.

Schedule an Expert  is a real‑time support service that allows you to schedule dedicated, one‑on‑one sessions with SAP’s support experts. You receive personalized and focused assistance to resolve technical issues, address specific questions, or gain practical guidance on SAP software and solutions at a time that fits your schedule for your new and existing open cases.  

Use Schedule an Expert when you are dealing with complex issues that benefit from direct interaction with an SAP’s support engineer. This service is ideal when screen sharing and real‑time discussion help you gain clarity, resolve issues faster, and communicate requirements more effectively. 

After opening the Get Support application on the SAP for Me portal, take the following steps.

1. Provide the required information related to your issue.
2. Navigate to Open Cases and select the relevant case.
3. Go to the Appointments tab and book the session.
4. Choose a date and time based on your availability and urgency and confirm booking the appointment.

After opening the Get Support application on the SAP for Me portal, take the following steps.

1. Provide the required information related to your issue.
2. When available, select Schedule an Expert.
3. Choose a date and time based on your availability and urgency.
4. Confirm the appointment to complete the booking.

The live support channel Schedule a Manager  is a service that enables you to book a 15-minute one-on-one call with a support manager. This service elevates the customer support experience by providing a deeper level of engagement, expertise, and personalized assistance for non-technical queries. 

It’s available for medium and high priority cases that are sent to SAP, for all support levels and almost all solutions – at no additional charge

After opening the View Cases app on the SAP for Me portal, take the following steps.

1. Select the relevant case and choose the Schedule option.
2. Pick a suitable date and time based on your availability and urgency.
3. Provide the contact information and request reason. Book the appointment to finalize the session.

Before the session, prepare relevant documents and screenshots for discussion and ensure a stable internet connection.