Analyzing Customer Interaction Center

Objectives
After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Analyze Customer Interaction Center

Customer Interaction Center

Customer Interaction Center is one of the main interfaces between customers and the SAP support organization. We are available 24 hours a day, 7 days a week, 365 days a year, and provide a central point of contact for assistance with non-technical queries.

Access

You can access Customer Interaction Center from the SAP Support Portal or through SAP ONE Support Launchpad

User Management

Super Administrator

A super administrator is responsible for maintaining authorizations for all s-user IDs in the company.

Main tasks include:

Cloud Administrator

Cloud administrators have all authorizations that are required to fulfill all tasks in the SAP ONE Support Launchpad at the highest possible level for SAP SuccessFactors products.

SAP creates the first s-user for new SAP SuccessFactors customers and assigns this user the authorizations.

User Authorizations FAQsSAP Notes

Software and Requesting a License Key

Access to SAP Software

Software licenses and s-user IDs are associated with a specific customer number. To download software from the SAP ONE Support Launchpad on the Software Downloads tile, you must use an s-user ID from the same customer number to which the license is assigned.

If you do not have the correct download software authorization for this, contact your super administrator.

Software Download Center
  • https://support.sap.com/swdc
  • If you encounter problems with the Software Download Center, please report an incident using component XX-SER-SAPSMP-SWC.
  • Frequently asked questions as well as helpful SAP Notes and SAP Knowledge Base Articles are available from https://support.sap.com/swdc
How to Request a License Key

When requesting a license key you will be prompted to select the installation, then you will need to create a new system or select an existing one. To request license keys, your s-user ID needs the Request License Keys authorization.

You can check your authorizations under My Profile. To extend your authorization, please contact an SAP user administrator in your company.

Information on how to request license keys for specific products can be found on the SAP Support Portal at https://support.sap.com/licensekey.

Additional information is also available in SAP Notes:

For common queries on requesting license keys, please visit our Help section on the SAP Support Portal.

Contact Customer Interaction Center in the following situations:

  • You need assistance with requesting a license key.
  • You are unsure which installation to use.
  • You need advice on how to create or delete systems.
  • You need advice on how to purchase additional licenses/products.

System Administration

Note
The following information is only applicable for on-premise installations.

When you purchase an SAP product, a new installation is created, and it contains one or more systems, which represents the computer on which you installed your SAP product. Most support applications rely on up-to-date system data to improve service quality. With quality system data, repeated data input becomes unnecessary.

The Edit System Data authorization is required. Further documentation and help is available from https://support.sap.com/system-data.

How Customer Interaction Center Can Help
  • S-user authorizations: We will verify your s-user and help you get the authorizations you need to use the application.
  • Reporting any issues related to system data: We will review your system data with you and connect you with the appropriate experts.

Incident Management: How and When to Engage

If you require further assistance, please use our Expert Chat or create an incident on the SAP ONE Support Launchpad. To create an incident on the launchpad, you must have an s-user with appropriate authorizations:

  • Report an incident
  • Send incidents to SAP
  • Close incidents
  • Display incidents

You also need to choose the Contact SAP Support button on the result page on the bottom right of the screen.

The Report an Incident form will be launched and guide you through the process. Make sure that you complete all fields when creating the incident.

Application information and other useful links are available on the right side of the screen to provide further documentation and assistance.

Create one customer incident per issue or problem. If you require further assistance, contact us at: https://support.sap.com/contactus

Speeding Up the Processing of an Incident

After submitting an incident, you can contact Customer Interaction Center for the following reasons:

  • Get additional information about the status of an incident
  • Speed up the processing of an incident
  • Change the priority of an incident
  • Request escalation of an incident

We will ask you to describe the business impact.

SAP Note 1281633 - Speed Up Processing of a Customer Incident outlines additional information required for the evaluation of the issue reported in the incident from a business perspective.

Information about the non-technical or business impact is required for all requests:

Support Offerings and Remote Services

Your company can purchase various support offerings from SAP. Depending on the support program your company has purchased, you are entitled to various services that aim to monitor your SAP landscape, and help prevent incidents from occurring.

Note
Please be advised that SAP recommends at least 8 weeks notice for SAP Standard Support and SAP PSLE customers and 3 weeks notice (5 weeks if SAP Solution Manager is not ready for delivery) for SAP Enterprise Support when requesting to book any service.

Please provide the following information when requesting a remote support service:

  • Customer number
  • Installation number
  • Type of service requested
  • System ID
  • Project live date
  • Product
  • Contact person (phone number and email address)
SAP Solution Manager

SAP carries out the remote support services in the customer's SAP Solution Manager. During service delivery, the SAP support engineer has access to important project information in SAP Solution Manager, which saves time and enables SAP to carry out the service in a more efficient way.

In order to deliver support services, SAP strongly recommends you update your SAP Solution Manager to the latest release and support package stack. This ensures that the latest service content is available and can be leveraged during service delivery.

Service Preparation

Self Service and Support Channels include real-time interactions and next-generation support. SAP Note 91488 - SAP Support Services - Central preparatory note.

Real-Time Interactions

We offer real-time support channels with live and direct access to SAP's support experts, creating a faster and more direct route to issue resolution.

Next-Generation Support

Next-Generation Support has several comprehensive solutions - so you never have to ask a question, and if you do have a question, you receive an answer instantly.

Other Channels

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