Using Customer Insights Dashboard

Objective

After completing this lesson, you will be able to identify how to access Customer Insights Dashboard and navigate its main entry

Introduction of tool

The "Customer Insights Dashboard"  is an interactive reporting tool natively implemented into SAP for Me. It gives you a clear picture of the overall health of your SAP solutions. This centralized tool enables application monitoring with insights such as case status, usage statistics, services consumption, and other important metrics. ​

The "Customer Insights Dashboard" encompasses features such as:​

  • Self-service and customizable reporting available for individual needs​

  • A centralized data hub for all integrated SAP products and deployment scenarios​

  • Advanced analytical and personalization features for a tailored reporting based on user needs​

  • Reporting access for all customers across different support contracts​

  • A comprehensive authorization system that manages application access depending on user roles and tasks​

  • Data-driven insights so your IT strategy can align with your business goals based on well-informed decisions​

This dashboard provides you with insights on your SAP solution to improve the collaboration with SAP, discuss and agree on recommendations that will unlock the value from your SAP solutions. ​

Screenshot of the Customer Insights Dashboard

How to get started

Customer can access the Customer Insight Dashboard in SAP for ME by selecting Reporting from the sidebar (or the corresponding icon when sidebar menu is minimized).

Snapshot of the Customer Insights Dashboard

When entering the dashboard, you are prompted to decide whether the most recent data shall be loaded, or a previous state of the dashboard shall be displayed.

To load fresh data, select Update Now, then Proceed to Reporting. Note that it may take some seconds for the data to load, depending on the number of customers you are entitled to see reporting data for.

To enter the dashboard with previously loaded data, choose Continue Without Update.

The Customer Insight dashboard has several tabs with different online applications. You can also use filtering and personalization.

For period analysis there are also possibility to use predefined generation of pdf reports.

Online application tabs in Customer Insight Dashboard

Let us briefly introduce selected online application tabs to you, now:

  • Summary - This section provides an overview of the most important information about your solutions.

  • Purchased Solutions - This section shows which products from the SAP portfolio you have purchased. It provides you an overview on materials you have purchased, and the associated orders including their validity period.

  • Support Entitlements - This section shows your valid support entitlements including support contracts and premium engagements, and how they are distributed across your installations and systems.

  • System Landscape - This section provides an overview of your system landscape and lets you use the analytical capabilities to customize the system information according to your individual needs.

  • Cases - This section provides an overview of your cases grouped by a variety of criteria and displayed as subsections.

  • Cloud Availability - This section shows an overview of the monthly cloud services availability situation for public and private cloud systems. In the SAP Trust Center you can find all documents describing the Service Level Agreements for SAP cloud services.

  • License Consumption - This section displays your contractual license consumption for all measured license metrics across your cloud products.

    This section is for public and private cloud only and shows the license usage of your solutions, according to the license metrics applicable to each. For cloud usage, all product counts include only valid, non-deleted forms.

    The usage type only reflects the quantitative degree of usage. For a qualitative assessment of usage, please check  SAP Cloud (SaaS) Application Usage & SAP BTP (opens in new tab) in combination with your individual subscription contract with SAP.

  • Cloud Functional Usage - This section provides insights into the extent to which you are using the functionalities of your licensed SAP Public Cloud Products.

    It shows to which extend you are using the functionalities of your consumed SAP Public Cloud Products and highlights functionalities (Solution Capabilities) you are already using and provides insights into related Value Drivers these Solution Capabilities are contributing to. Most of the Solution Capabilities are assigned to one or more value drivers to represent how the functional usage of the product affects the business values.

  • SAP EarlyWatch Alert - This section contains information received through SAP EarlyWatch Alert services, structured into various subsections. The SAP EarlyWatch Alert service identifies potential problems before they affect your business. It should be scheduled weekly on all productively used systems. For more information check out the SAP Support Portal page (opens in new tab) or KBA 207223 (opens in new tab).

    The SAP EarlyWatch Alert section is based on data in the SAP EarlyWatch Alert Workspace application, which shows results from recent SAP EarlyWatch Alert service reports across all systems. Therefore, access to SAP EarlyWatch Alert data in the Reporting section requires the same authorizations as the SAP EarlyWatch Alert workspace.

  • Maintenance - This section offers an overview about the product maintenance status for your on-premise and private cloud products.

  • Services - This section offers an overview about the services that have been delivered within the last 24 month based on the calculated session date of the service. It also includes the planned services in the future date.

  • Onboarding – This section displays information about the Customer Project Implementation (by SAP Software Product) and tracks progress from System Setup to System Go-Live, based on the customer´s system usage.

    Note

    Currently the Onboarding section is only available for the SAP IBP product group. SAP S/4HANA Cloud and SAP BTP are planned. Therefore, this section has been set to hidden by default and can be activated via Personalization.

  • Private Cloud Performance – This section is designed to provide transparent, actionable insights into performance usage across your company's private cloud environments. It aids in capacity management and infrastructure optimization by highlighting usage patterns and potential resource constraints.

  • Customer Overview - This section provides essential information related to you as a customer e.g. Customer Name, Customer number, Country, Industry, Customer Center of Expertise Information ,etc.

Generation of predefined PDF Reports

Customer Insight Dashboardalso enables to customers to generate pdf reports for specific available content using the PDF Report Generator.

Screenshot showing the button to open the PDF Report Generator.

You can start the generation of the following predefined reports for selected customers and timelines:

Case Overview Report - This report delivers a comprehensive analysis of key performance indicators essential to SAP support cases, highlighting their importance in maintaining business continuity and quick issue resolution. With robust service level agreements, SAP support cases are crucial in ensuring and improving operational efficiency across different deployment scenarios.

Support Insights Report - This report offers a detailed analysis and strategic recommendations to improve your SAP cloud and on-premise solutions. By leveraging SAP support, you can go beyond traditional help desk services to proactively streamline business operations, enhance team expertise, and build innovative solutions, thereby unlocking considerable business value and driving transformation.

Benefits

The Customer Insights Dashboard offers several benefits for customers, including:

Faster Issue Resolution: Improved understanding of customer behavior allows businesses to address issues proactively, leading to quicker and more effective resolutions.

Enhanced Decision-Making: Provides actionable insights into customer behavior, preferences, and trends, enabling informed business decisions.

Enhanced Engagement: Customers benefit from more relevant and meaningful interactions, fostering a transparency on utilized SAP products portfolio.

Data-Driven Strategies: Leverages real-time data analytics to optimize sales, marketing, and service strategies.

Increased Efficiency: Streamlines customer data analysis, saving time and resources.

Improved Satisfaction: By addressing customer needs more effectively, businesses can enhance overall satisfaction and loyalty.

Evolving with business needs: The Customer Insights Dashboard (CID) is continuously evolving, and new reports and features covering additional areas of interest for our users will be available soon.

Access

How to access Customer Insight Dashboards

Required authorization (KBA 3336856)

  • ‘Display Support Situation Reporting’ (on installation, single account or corporate level)
  • To request the authorization please contact your super administrator

How to provide feedback / address new requirements

  • Please use the SAP for Me Feedback slider (right side)

Relevant Links (SAP KBA/Notes, video, blog posts)

How to stay Up-to-Date regarding Customer Insight Dashboard

  1. Visit Customer Insights Portal Page
  2. Stay updated by visiting SAP Community Blogs or Latest  Updates,
  3. Check Customer Insight Dashboard training videos.

How to find documentation

  • Help documentation: Reporting

  • Card documentation within SAP for Me Customer Insights Dashboard: (in application cards, "…"-menu in the upper right corner)

    Screenshot of the Customer Insights Dashboard

  • Interactive SAP Companion documentation – click on "?" in the upper right corner

    Screenshot of the Interactive SAP Companion Documentation

Learning

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