Overview
The Incident Solution Matching service is based on artificial intelligence technology helping you to get answers to technical questions faster. As part of our machine learning-empowered support process, it proposes solutions automatically within the case form so users can find support content quickly without searching manually.
- AI-based machine learning service
- Continuously learning from support engineer expertise.
- Automatically suggests solutions from SAP Notes and SAP Knowledge Base Articles.
- Ranks potential matches based on semantic relevance.
Incident Solution Matching uses machine learning to identify possible solutions in the case form within SAP for Me by ranking them according to their semantic relevance based on case data. Compared to classical tools, this AI-enabled service accelerates the process of finding relevant solutions by learning from past cases.
The following video shows Incident Solution Matching in action.
Benefits
- Faster issue resolution with proposed solutions
- Locate relevant SAP Notes and SAP Knowledge Base Articles in one step
- Recommendations continuously improve with more interactions
Access
- Access SAP for Me> "Services & Support’ dashboard > ‘Get Support’ app to open the case creation form.
- Describe your issue as concisely as possible and receive ranked suggested solutions in the right pane.
- Select product, product function, and component to further refine results.
- Access your cases inbox and open an existing case to view or edit, with suggested solutions in the right-hand pane of the ‘Solutions’ tab
SAP for Me ‘Get Support’ app integration
To find solutions in one quick step, simply access ‘Get Support’ app within SAP for Me and describe your issue as concisely as possible within the case creation form. You will automatically receive possible solutions ranked in order of relevance in the right-hand side panel as well as in ‘Top Suggested Content’ panel before submitting the case in ‘Get Support’ app – potentially saving you time and effort.
Incident Solution Matching Also Available for Existing Open Cases
When editing your existing case, you will also receive suggestions based on the latest information provided to the case.
Relevant Links
- Incident Solution Matching Landing page
- SAP Community blog post: SAP’s Incident Solution Matching Integration in SAP for Me Further Improves Support Experience