The ‘Get Support’ application on SAP for Me guides you to solve a technical product issue in real-time or reach SAP experts with relevant information through an AI-enabled framework. It provides an integrated and personalized support experience to simplify and streamline the end-to-end case creation process. AI automatically recommends solutions to the customers during the interaction, predicts the right product categorization, and recommends the most suitable channels such the Real-Time Support approach including Expert Chat, Schedule an Expert, case, SAP Community, or Ask an Expert Peer.
Perform support tasks with the ‘Get Support’ guided assistance and access personalized content in their preferred language.
Overview
- Improved case creation
- Available within SAP for Me, the personalized central entry point for SAP support
- Get immediate solutions or follow step-by-step guidance to define your issue
- Artificial intelligence (AI) recommends the best support channel (for example, Expert Chat, Schedule an Expert, Ask an Expert Peer, SAP Community, or case)
Benefits
- Simplified and intuitive user-led design to get faster and more efficient customer support.
- Seamless omnichannel support experience across SAP for Me portal and mobile app.
- Tailored business impact to report very high-level issues effectively.
- AI-enabled product predictor and best action recommender for an effortless experience.
- Integrated support decision trees to help narrow down the problem area.
Support Applications: Key Features
Throughout your support journey, SAP for Me assists you in describing the issue, categorizing it, setting its priority, and selecting the best support channel. It guides you, aiming to offer instant solutions.
Once you've shared enough information about your problem, artificial intelligence predicts the issue category using past case success rates. It also streamlines critical issue reporting by aiding in business impact analysis and suggests the most efficient support channel.
The new case list offers a user-friendly, personalized tabular view for case management.
Integrated Support Channels
The ‘Get Support’ application, illustrated in the figure, showcases its integration of diverse support channels to provide a seamless customer support experience. ‘Get Support (Cases, Expert Chat, …)’ card is now the central/single access point for customers and partners if they want to report a case, chat with an expert through ‘Expert Chat’, or book a session through ‘Schedule an Expert’, etc.
Product and Product Function Predictor
The ‘Get Support’ application uses artificial intelligence to predict ‘Product and Product Function’, which are used to categorize your issue. This will direct you to the right experts to help you as fast as possible.
Hot and trending knowledge recommendations are based on Product and Product Function selection and highlights issues affecting other customers. This is especially useful for cloud environments.
The figures below provide examples of ‘Recommended Solutions and Product Functions’.
Best Action Channel Recommender
The Best Action Recommender leverages AI to suggest the most suitable support channel for the issue to get resolved.
Guided Experience and Recommend Solution
The ‘Get Support’ application provides a guided experience and recommends solutions, as shown in the figure.
Real-Time Log File Analysis
Real-Time Log File Analysis automatically analyzes support-related files leveraging knowledge of support experts
Incident Solution Matching
Incident Solution Matching provides intelligent solution recommendations based on case data. With ‘Support Trend Analysis’, we can automatically identify which content is used most ("HOT") or has an increased use ("TRENDING").
Optimized Case Management
The ‘Case List’ is the central place to manage all technical issues reported.
You can easily view, edit, or confirm cases with personalized filters and views, sorting, and grouping options. Go to the ‘Cases’ tab in the ‘Services & Support’ dashboard to access it.
After adding the search criteria, you can save the view for future re-use, for example, based on customer numbers if you’re an SAP partner, or based on priority, and so on. This allows you to switch quickly between different views.
See the figures below to find out more.
SAP for Me Mobile App
The app's focus is to streamline and simplify everyday tasks, making it ideal for handling straightforward processes and providing you with a simplified experience. Please be aware that only the website displays all data that you can access.
‘Get Support’ application in the mobile app currently only provides access to the support channel ‘Case’ and will extend to additional channels in the near future.
Case management in the mobile app makes managing open cases easier and more efficient.
Cloud availability overview: Find an overview of the status of all the cloud systems that you have subscribed to. Any abnormal systems will be listed to easily view the latest progress.
Access
You can easily access the ‘Get Support’ application in SAP for Me:
- Use the following links to access your SAP for Me homepage and the ‘Services & Support’ dashboard.
- Download the mobile app from the Apple App Store or Google Play Store using the following QR codes.
Relevant Links
- SAP for Me online help
- SAP for Me online help for case management
- SAP for Me on sap.com
- SAP for Me Support Webcasts
- SAP for Me at the SAP Support Portal
- Follow SAP Community tag SAP for Me
- Direct link: https://me.sap.com/getsupport