Explaining 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.

• 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.

• 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).