Using Built-In Support

Built-In Support offers a seamless and convenient way to access SAP support resources directly within your application. A user-friendly interface ensures that support content, tools, and SAP support channels are readily available at your fingertips, eliminating the need to navigate away from your work.

Furthermore, Built-In Support leverages context-aware technology to provide proactive assistance. It automatically suggests solutions, saving you valuable time and effort in troubleshooting and problem-solving. This intelligent system adapts to your needs, making your support experience more personalized and efficient. It relies on natural language processing, AI, and machine learning to deliver relevant and tailored solution recommendations. Additionally, you have the direct option to engage with support experts.

In addition to streamlined access to support resources, Built-In Support also includes a case management feature. This functionality allows you to easily create, update, attach additional documentation, and close support cases, improving your ability to manage and track issues.

Collaboration is also simplified through the real-time sharing of knowledge and figures via the Expert Chat functionality. This feature facilitates direct interaction with experts, making seeking guidance and resolving issues easier.

Built-In Support moves support right into the application, offering context-aware guidance to simplify and accelerate the customer interaction, integrated into the UI of SAP’s cloud solutions. Using natural language processing, artificial intelligence, and machine learning technologies, Built-In Support interprets the user’s unique problem quickly and efficiently, creating a personalized experience and providing best-fit guidance tailored to their situation.

Use this link to check the availability of this service for your solution.

• A personalized support experience due to contextual awareness of the user’s specific situation and needs, which is then used by AI services or support experts to provide best-fit solution proposals
• Fast and efficient case management because users can directly interact with support, reviewing, updating, and closing cases
• More time to focus on business tasks as there’s no need to leave the application to find support
• Accelerated time to resolution thanks to AI-based self-services – such as solution proposals, component prediction, and intelligent search – which help users find answers to questions quickly
• Confidence in receiving the right answers to questions as a result of collaboration with an SAP support expert via Expert Chat

Access Built-In Support from any page of your product and instantly see the most critical ("hot") and trending ("trending") support knowledge for that page. You can search SAP’s support knowledge base and, by logging in with your Universal ID, get access to your support tickets, support channels and AI-based recommendations. Check the availability of integrated support for your solution using SAP Help Portal.

• SAP Support Portal Landing Page​
• Built-In Support Documentation ​
• SAP News Center Article​
• SAP Knowledge Base Article 3000949 - How to create a support case
• SAP Knowledge Base Article 3038177 - How to log in Built-In Support and activate support functions