Overview
The Real-Time Support live channel Expert Chat is a service that allows you to connect directly with SAP support experts via an online chat interface. It's designed to provide quick, efficient, and personalized assistance for resolving technical issues, answering questions, and addressing other support-related matters related to SAP software and services. It’s available for all support levels and almost all solutions – at no additional charge.
The following video shows Expert Chat in action.
Benefits
- Immediate Access to Experts: Expert Chat enables real-time text-based communication, allowing you to describe your issue, ask a question, and receive immediate guidance from SAP experts.
- Focused Support: The chat session is typically focused on a specific issue or question, ensuring that the conversation remains relevant and targeted towards resolving your immediate needs.
- Initial Technical Troubleshooting: Experts can provide technical troubleshooting assistance, can guide to collect logs for further analysis, can help to do next steps of an issue resolution, and can recommend solutions.
- Quick Problem Solving: Experts are trained to address a wide range of issues promptly, helping you get back to work without unnecessary delays.
- Automatically Creating Follow-up Cases: Complex issues that require further investigation or follow-up are seamlessly transitioned into formal cases for continued support.
- Screen Sharing: Experts can view your screen to better understand the issue, making troubleshooting more efficient.
- Machine Language Translation: Language barriers are minimized as the system can translate conversations between users and experts in real-time.
Access
- Open the ‘Get Support’ application on the SAP for Me portal, Built-In Support, or SAP for Me mobile app.
- Fill out the necessary information related to your issue.
- When offered, select the "Expert Chat" option.
- Select "Connect to Expert" to initiate the support session.
Relevant Links
- Expert Chat Landing Page
- SAP Knowledge Base Article 2213344 – Starting an Expert Chat with SAP support
- SAP Knowledge Base Article 2570790 – Expert Chat FAQ
- SAP Knowledge Base Article 2392095 – Requirements for a successful Expert Chat session