Using Bi-Directional Support

Overview

Bi-directional support is a customer service approach that goes beyond traditional reactive support. It leverages AI and proactive outreach to predict and prevent issues, reducing customer effort and disruptions. This approach fosters a collaborative, anticipatory relationship, enhancing customer satisfaction and operational efficiency. 

You will get your proactive solutions through the new ‘Preventative KBA & Notes’ card within the ‘Services & Support’ dashboard in SAP for Me. The card now gives you easy access to preventative, hot and trending solutions for the systems you are interested in. Preventative knowledge-based articles (KBAs) are solutions (based on similarities) that are identified by artificial intelligence (AI) services to notify you of potential issues with your software. The card also integrates the existing real-time hot & trending solution recommendations which, together with preventative solutions, helps you minimize disruptions, react immediately, and anticipate and mitigate potential risks for your software solution landscape.

Benefits

Prevent disruptions: Avoid unexpected issues and minimize downtime.
Reduce effort: Get timely solutions without needing to initiate contact.
Enhanced experience: Enjoy a more collaborative and proactive support relationship.

Access

To access the proactive solutions, go to 'Services & Support’ dashboard> ‘KBAs & Notes’ tab > ‘Preventative KBAs & Notes'’ card.

On your first visit, KBAs & notes for your favorite systems are automatically listed, provided you have marked ten or fewer systems as favorites. If you do not have favorites, then you can simply use the filter to select the systems you are interested in.
For your next visit, the card shows preventative, hot, and trending solutions for the systems that you previously selected.

Services and Support screen with numbered highlights on ‘Services & Support’ dashboard, ‘KBAs & Notes’ tab, and ‘Preventative KBAs & Notes,

To refine your solutions:

Select the respective column header to sort the list by number, title, type, category, or component that listed solutions are assigned to, or by system affected by the solution, or by alert date (the point in time when the note was identified as preventative, hot or trending).
Use the filters Component and Type, or use Search to narrow the list of notes down to the ones you are most interested in.
Choose the 3-dot menu, then Export, to download the table to a local file and share with relevant colleagues.
The green banner shows your current system selection and with one click will bring you to the system selection filter.

Services and support screen with arrows pointing to areas to narrow list of solutions, view selected systems, and select or change systems.

Relevant Links

Blog posts at SAP Community: