Incident Solution Matching automatically proposes solutions based on incident data (for example, incident description) in the incident creation form and the view or edit form of open incidents in SAP ONE Support Launchpad.
Incident Solution Matching is a new service from SAP based on artificial intelligence technology that helps customers get answers to technical questions faster.Access
- Simply access the SAP ONE Support Launchpad.
- Go to the incident creation form.
- Describe your issue as concisely as possible.
- Automatically receive suggested solutions ranked in order of relevance in the right pane.
- Select a component to further refine the results.
- Access your incidents inbox and open an existing incident to view or edit.
- Automatically receive suggested solutions ranked in order of relevance in the right pane of the open incident.
As new solutions are created, the system will automatically display potential solutions from SAP Knowledge Base Articles and SAP Notes. Spend less time searching for answers. Use incident solution matching and recommendations will be compiled for you in one quick step, before you submit the incident - potentially saving you time and effort.
Incident Solution Matching is also available for existing Open incidents. When viewing or updating existing incidents, a list of possible solutions is displayed. By providing additional information, results can be further refined.AI Drives Improved Recommendations for New Incident Solution Matching
The new incident solution matching service uses artificial intelligence and machine learning for improved results. The more customers use the service, the more relevant the recommendations become. Potential matches are ranked according to their semantic relevance based on incident data. Always learning and improving.How to Access Incident Solution Matching
Access SAP ONE Support Launchpad and follow the standard steps to launch the incident creation form.
- Describe your issue in Subject and Description. While you are typing in Description, incident solution matching automatically recommends solutions, and the results are displayed in the left pane. The more detailed information you provide, the more matching results you will get.
- Select a component from Component field and incident solution matching refines the results even more.
- For open incidents, simply access your incidents inbox and open an incident to view or edit, incident solution matching automatically recommends solutions in the right pane.
- Landing page.
- SAP News Center Article - Enter the Next Level of Customer Support Experience with AI Technology.
- SAP News Center Article - AI and Machine Learning Drive Automation in Product Support.
- SAP News Center Article - Customer Convenience Through Service Automation.
- Blog - SAP launches an AI enabled incident wizard in SAP ONE Support Launchpad.
- Webinar - Incident Solution Matching - Enabled by Artificial Intelligence.