Explaining Built-In Support

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Explain Built-In Support

Built-In Support

What is Built-In Support?

Moving support right into the product, Built-In Support offers the tools and content of Product Support in SAP products through an embedded digital support assistant. Built-In Support is currently available for SAP S/4HANA Cloud software and SAP Integrated Business Planning for Supply Chain solution.

  • Get support right within a product.
  • Have one-click access to live support, SAP experts, and peers when you need it.
  • Context-sensitive knowledge and help based on your needs.
  • Have a personal conversation with your digital support assistant, who guides you intelligently and efficiently to get an answer.
  • Communicate with your digital support assistant in natural language.
  • Learn more on the SAP Support Portal.
  • Automatic and guided gathering of relevant data.
  • Proactive assistance based on context analysis.
  • Harmonized omnichannel support experience.
  • Incident creation and review of your existing incidents.
  • Chat-based collaboration between customer end-users and key-users, as well as between the customer and SAP support.
  • Get help right inside your product.
  • Access embedded into products.
  • Direct access to SAP support channels, knowledge, and enablement content.
  • These built-in support capabilities are already available for SAP customers using SAP S/4HANA Cloud as well as SAP Integrated Business Planning for Supply Chain, SAP Business ByDesign solution, and SAP Sales Cloud solution.
Why Use Built-In Support?
  • Access SAP support channels and find support for best practices without leaving the solution.
  • Get a personalized conversational experience with the natural language processing technology embedded into the tool.
  • Get an improved customer experience and faster resolution times from a contextually aware tool with simplified forms, automated categorization, and transfer of relevant data throughout the process.
  • Collaborate with experts and internal key-users in real-time sharing knowledge and screenshots.
Relevant Links
  • Support Portal Landing Page.
  • Article: The Built-In Support Effect: Redefining Care For The User Experience (Digitalist).
  • Blog: Making Support Smart - Built-in Support Using AI / Machine Learning (LinkedIn).
  • Article: The Built-In Support Effect For An Integrated, Intelligent User Experience (Digitalist).

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