Navigating Support Assistant Resources for Issue Resolution

Support assistant guides you through the case creation process. It helps categorize your issue to get it assigned to an expert who can help you resolve it faster, all while recommending content and solutions. 

• Support assistant helps categorize your issue so that topic-specific content can be offered throughout the process.
• Once the issue is categorized, you are asked specific questions that can help get your case resolved faster.
• At the end of your support assistant interaction, the details are captured and available to review/edit in the case form.
• The best component for your issue type will also be automatically selected.

Case creation in support assistant offers enhanced detail, resulting in faster issue resolution times. This added granularity ensures that all critical information is collected upfront, facilitating more efficient support. Moreover, the system automatically selects the appropriate Component/Expert Area, streamlining the routing process and increasing the likelihood of the case being directed to the right experts at the first attempt.

The benefits of support assistant extend further by providing issue-specific content recommendations, empowering users to resolve or investigate problems independently. By leveraging these recommendations, users gain access to valuable insights and solutions. Additionally, all interactions with your support assistant are meticulously recorded within the case, providing support experts with a comprehensive overview of your issue. This enhances their ability to investigate and address the issue effectively.

• Accessible through SAP for Me
• In the Services & Support dashboard, choose the Get Support application

Follow these step-by-step instructions to ensure a seamless support experience using the Get Support application in SAP for Me. 

1. Navigate to SAP for Me.
2. In the Services & Support dashboard, choose the Get Support application.
3. In the Short Description field, enter a description of the issue.
4. If not already populated by the AI service, choose your system, product, and product function.
   Note

   Review the importance of choosing the right system and product function.  
5.  Choose Continue.
    
6. Choose the channel.

Case, Expert Chat, and Schedule an Expert will trigger support assistant.

Only associated product functions will trigger the support assistant: SAP Knowledge Base Article – 2836020.

• As you answer questions, the right-hand pane displays contextual recommendations for self-service.
• After you answer the support assistant questions, the Detailed Description box displays.
• Entering information in the Detailed Description box further triggers and narrows down contextual recommendations in the right-hand pane.

• It is possible to review and edit the case history before submission.
• The component is automatically selected based on the support assistant interaction to ensure efficient case routing.
• A manual component change option is available, but it may impact your chosen channel.

• Support assistant helps categorize your issue so that topic-specific content can be offered along the way.
• Once the issue is categorized, you are asked specific questions that can help get your case resolved faster.
• At the end of your support assistant interaction, the details are captured and available to review/edit in the case form.
• The best component for your issue type will be automatically selected.

• Enhanced case creation for quicker resolutions
• Automatic selection of Component/Expert Area to reduce ping-pong routing
• Recommended content for self-resolution or investigation
• Seamless transfer of support assistant interaction details for expert investigation

• Accessible via SAP for Me
• In the Services & Support dashboard, choose the Get Support application

Get more information:

• SAP KBA - How do I use it to solve my issue faster?
• Webinar: SAP’s New Support Assistant to Get Help Faster!