Working with SAP Concur Support

Once you have ASC access, you will see a new Contact Support option on your SAP Concur screen. A similar link may also appear at the bottom of the page.

Selecting Contact Support opens the Support Portal. The first time you visit this page, SAP Concur displays the User Information Confirmation box, asking you to create a profile.

Check that the information is correct and contact Concur Support if your name or email need to be changed. Complete the remaining fields and then select Save.

The ASC Guide provides detailed procedures for creating and managing your profile.

After you complete your profile, SAP Concur displays the Support Portal Home Page, which looks like this.

1. My Profile | Close (Log out) options let you update your profile or log out.
2. Menu Tabs provide access to the most commonly used features.
3. Ask us anything lets you search globally across articles, cases, improvement requests, community posts, or training materials. Enter a subject, or if you know the number of the case that contains the answer to your question, you can search for that.
4. Information Center provides important notices from Support. You can set your profile to receive these notices by e-mail.
5. Create and View Cases lets you view the status of your existing cases, or create new ones.
6. Knowledge Base provides answers to many support questions.
7. Improvement Requests is where you can submit, view, and vote on suggested improvements to SAP Concur.
8. Chat with Support lets you ask quick questions via chat.
9. Call Support displays the Global Support phone numbers.
10. From the Community displays the SAP user community, where customers can share information with each other.
11. Quick Link Menu Bar shows the top menu tabs and their drop-down menu selections.

Next, we’ll look more closely at some of these features.

When you become aware of an issue, a good first step is to consult the self-service options on the Concur Support Portal. The following resources can often answer your questions immediately.

• The Ask us anything search bar makes searching an easy task. Type in a subject and a list of related topics will display relevant articles, cases, improvement requests, community posts, or training materials. You can also search for a specific case number.

• The Information Center provides pertinent information regarding communications from Support concerning a case you previously opened. You can also opt to receive these communications in your profile.

• The Knowledge Base is a library of articles that answers frequently asked questions and procedures.

The ASC Navigation Guide includes detailed procedures for using Ask us Anything, the Information Center, and the Knowledge Base.

If none of the self-support resources solve your issue, check the SAP Concur Community. Chances are, another user has already experienced and solved the problem you are facing, and shared it with other users.

In the SAP Concur Community, you can connect with other ASCs, post questions and answers, and participate in discussions. Professional edition customers are part of one community while standard edition customers are part of another.

To post a question:

1. Type your question in the What would you like to know? search field.
2. Press Enter on your keyboard or select the search icon to display similar questions or relevant articles.
3. If no similar posted questions or articles appear, select the Post Your Question button.

The ASC Navigation Guide provides details on engaging with the SAP Concur Community.

Before you contact Live Support, SAP Concur Open offers one more checkpoint. This dashboard shows up-to-the-minute service availability and performance information. You can access it at https://open.concur.com/.

In the example below, SAP Concur experienced degradation in its mobile service on August 7, but the system was experiencing no current issues. If SAP Concur Open does show a current issue related to yours, then SAP is aware of it, and you don't need to contact support.

The user guide, Getting the Most from SAP Concur Support, provides details on using SAP Concur Open.

If neither self-support nor the SAP Concur Community can resolve your issue, and SAP Concur Open shows no system-wide problems, then your next step is to create a case. You can do this directly from the SAP Concur Home page or Support tab. The ASC Navigation Guide provides detailed instructions for creating a case.

Cases you create are assigned a priority, which determines how quickly Support will respond:

1. P1 - very high
2. P2 - high
3. P3 - medium
4. P4 - low

When you first create a case, it will initially be assigned P3. When SAP Concur Support reviews the case, they may adjust that level. In any case, you can follow up until your issue is resolved.

Besides the SAP Concur Support Home page, another way to create a case is through chat and phone support. This method is effective for basic questions that a representative can quickly answer. Here's how:

Either of the above methods will result in the creation of a case, which you can consult later if needed.

Once you have created a case—whether via phone, chat, or the SAP Concur Home page - you can:

• View details about it
• Schedule a discussion with an SAP Concur Support representative
• Close it, if the issue has been solved
• Print it for later reference

View a Case

To view a case, select View Cases from the SAP Concur Home page or the Support tab. You can then filter the resulting list by Type, My Cases, or Recently Viewed.

The Status column shows the current status of each case. A status of Pending, as in the first case shown above, means that SAP Concur Support requires additional information. The Case Comments section will specify what is needed in order to proceed. No progress can be made until the case is updated with the requested information. If you do not respond in 30 days, the case will be automatically closed.

For details on viewing a case, see How do I view a case?.