Describing Schedule an Expert

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

After completing this lesson, you will be able to:

  • Describe Schedule an Expert

Schedule an Expert

What is Schedule an Expert?

NB: *if the service partner user management application (SPU) authorization has been assigned to your partner S-user ID, the use Schedule an Expert Real-Time Support on behalf of your end customer via the case form (Get Support Access Card in SAP for Me) as per documentation 

Similar to booking an online doctor's appointment, the Schedule an Expert service lets you connect one-on-one with an SAP support expert in a live, 30-minute Skype call. Describe your technical issue, select the product area and a time that is convenient for you, and we will find a support expert to assist you.

Schedule an Expert for open incidents enables you to book a 30-minute call to discuss technical details of the incident with the assigned support engineer.

Overview
  • One-on-one 30-minute call booked directly from an open incident with the assigned support engineer
  • Available for low, medium, and high priority incidents with select support engineers
  • Book an appointment, minimum 24 hours in advance
  • Sessions delivered remotely through Skype for Business (learn more on how to join your Schedule an Expert call)
  • Check User Guide and FAQ to learn more

Talk to the same SAP engineer that you would create an incident with, but spend less time waiting for a response and resolution with fewer interactions, compared to traditional written incidents, all at no additional cost.

Scheduling an Expert comes with many benefits. To learn about these benefits click each benefit below.

Schedule an Expert is available for all support levels, for new and open incidents. It connects you with SAP support in a one-on-one 30-minute call to discuss a technical topic of your choosing - at a time that is convenient for you.

Access

Access Schedule an Expert through the SAP ONE Support Launchpad entry options:

  • Access through the Schedule an Expert tile on your SAP ONE Support Launchpad home screen.
  • Carry out a search in the launchpad's database. Click on the Schedule an Expert button in the upper area.
  • Access Schedule an Expert through the Contact Us menu in SAP ONE Support Launchpad's footer bar.
Access
  • Schedule an Expert button will appear in the incident editing page in the SAP ONE Support Launchpad when the following conditions are met:
    • The incident is an open incident within Product Support
    • A processor has been assigned to the incident and is available for scheduling
  • Choose the Schedule an Expert button and then choose Book a Session
  • Add the appointment to your calendar and join the session at the scheduled time
Why Use Schedule an Expert for New Issues?

Schedule an Expert is best used for low or medium priority issues:

  • Live, one-on-one 30-minute call
  • Quicker resolution compared to an average low/medium incident created in the launchpad
  • Opportunity to screen share for a better understanding of the issue
  • Scheduled appointments can be booked at least three business days in advance to allow engineers to prepare for the session. 

See our User Guide and FAQ for more details about Schedule an Expert.

See SAP Knowledge Base Article 2482688 for detailed steps on how to get started.

Why Use Schedule an Expert for Open Issues?

Schedule an Expert for open incidents is now available to our customers:

  • Available only for low, medium, or high-priority incidents within Product Support
  • Live, one-on-one 30-minute call with the SAP incident processor
  • Less ping pong and more efficient incident processing
  • Scheduled appointments require a minimum of 24-hours notice to allow engineers to prepare for the session.

See our User Guide and FAQ to learn more on how to get started with booking sessions for your open incidents.

Relevant Links
  • Schedule an Expert Landing Page
  • Blog: How to "Schedule an Expert" in a live session for your SAP solution
  • Webinar: Benefit from real-time conversation with an SAP expert
  • Knowledge Base Article 2705707 - How and why to use Schedule an Expert for an open incident

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