Name: Case Management for SAP Ariba, SAP Business Network and SAP Fieldglass
Uploaded: 2024-4-25
Duration: 127 s
Description: Learn how your case is triaged and assigned, ensuring a timely resolution. Improve your experience and time to resolution with our support team and access SAP for Me as an S-user to see changes and updates to your case.

cleanFiles/CLS01_en-US_learning-sap-com_lsc-prod.zip (MMCP-DROPZONE) - 2024-07-11T07:55:54.000Z

Working with SAP Procurement Support

<div id="content"><div class="parentsection"><div class="section"><div class="note"><div class="noteTitle"><span class="noteIcon"><img src="/icons/note.svg" title="Note" /></span><span class="noteTitleText">Note</span></div><div class="noteBody">This lesson is intended for customers who use Ariba or Fieldglass. If you do not fall into this category, please skip ahead to the assessment questions located at the end of this unit. You must answer these questions in order to successfully complete the Support Accreditation.</div></div><p tabindex="0">How you interact with SAP Procurement Support depends on two factors.</p><ul style="list-style-type:disc"><li tabindex="0"><strong>Which SAP Procurement platform you use.</strong> SAP Ariba focuses on procurement processes, while SAP Fieldglass focuses on managing the contingent workforce..</li><li tabindex="0"><strong>Whether you are an SAP Procurement S-user.</strong><ul style="list-style-type:circle" class="second1"><li tabindex="0">S-users are customers and partners who have a contractual relationship with SAP. They are often responsible for managing and maintain the SAP system.</li><li tabindex="0">Non S-users generally use the SAP procurement system for day-to-day activities like creating purchase orders, managing contracts, or processing invoices.</li></ul></li></ul><table cellpadding="5" cellspacing="0" class="table" border="1"><colgroup><col align="left" /><col align="left" /></colgroup><thead align="left"><tr><th>If you are a(n):</th><th>You can get support through:</th></tr></thead><tbody><tr><td>Ariba or Fieldglass S-user</td><td>.<p tabindex="0"><a href="https://me.sap.com/" target="_blank">SAP for Me</a></p></td></tr><tr><td>Ariba non S-user</td><td><p tabindex="0"><a href="https://connect.ariba.com/help" target="_blank">SAP Ariba Help Center</a></p></td></tr><tr><td>Fieldglass non S-suer</td><td><p tabindex="0"><a href="https://support.fieldglass.com/" target="_blank">SAP Fieldglass Help Center</a></p></td></tr></tbody></table><p tabindex="0">The next three demonstrations in this lesson show how to manage Procurement cases with SAP for Me, navigate the Ariba Help Center, and use the Fieldglass Help Center.</p></div></div></div>

SAP Procurement Support Channels

<div id="content"><div class="section"><p tabindex="0">SAP for Me is a central support resource that contains cards specific to Procurement. The following video shows how S-users can manage SAP Ariba or SAP Fieldglass cases with SAP for Me.</p><div class="kalturaVideoLessonWrapper"><div id="1_pneqkygr" data-testid="video" class="kalturaVideoLessonContainer" aria-label="null"></div></div><p tabindex="0">Review the lesson in this course entitled <i>SAP for Me</i> to learn more.</p></div></div>

How to Manage Procurement Cases with SAP for Me

<div id="content"><div class="section"><p tabindex="0">The SAP Ariba Help Center is a comprehensive knowledge base and support portal that offers a wide range of resources, including documentation, user guides, tutorials, FAQs, and troubleshooting information. Access this platform to answer questions, learn how to use SAP Ariba features, and resolve issues.</p><div class="kalturaVideoLessonWrapper"><div id="1_in871brc" data-testid="video" class="kalturaVideoLessonContainer" aria-label="This is a short demonstration on navigating through the Home, Learning, and Contact Us tabs of the SAP Ariba Help Center."></div></div></div></div>

How to Navigate the SAP Ariba Help Center

<div id="content"><div class="section"><div tabindex="0"><h3>How to Use SAP Fieldglass Help</h3></div><p tabindex="0">The SAP Fieldglass Help Center provides step-by-step guides, tutorials, and troubleshooting tips to help you get the most out of SAP Fieldglass. Here is a short demonstration for non-S-users on navigating through the Home and Learning tabs of the SAP Fieldglass Help Center.</p><div class="kalturaVideoLessonWrapper"><div id="1_zegw5wjz" data-testid="video" class="kalturaVideoLessonContainer" aria-label="This is a short demonstration on navigating the SAP Fieldglass Help Center.."></div></div></div><div class="section"><div tabindex="0"><h3>Submitting a Case to SAP Fieldglass Help Center</h3></div><p tabindex="0">The next video shows how to seek assistance and submit a case through the <i>Contact Us</i> tab of the SAP Fieldglass Help Center.</p><div class="kalturaVideoLessonWrapper"><div id="1_8pqft00j" data-testid="video" class="kalturaVideoLessonContainer" aria-label="The SAP Fieldglass Case Management video shows how the Customer Support Center handles cases it receives, and offers tips on submitting a case for quick resolution."></div></div></div><div class="section"><div tabindex="0"><h3>Managing SAP Fieldglass Procurement Cases</h3></div><p tabindex="0">This video shows how a case is triaged and assigned. It also explains how to improve your experience and time to resolution with our support team and access SAP for Me to see changes and updates to your case.</p><div class="kalturaVideoLessonWrapper"><div id="1_ilio4nhs" data-testid="video" class="kalturaVideoLessonContainer" aria-label="Kaltura will provide alt text."></div></div></div></div>

How to Use the SAP Fieldglass Help Center

Getting Started with Support from SAP (Support Accreditation)

Learn how your case is triaged and assigned, ensuring a timely resolution. Improve your experience and time to resolution with our support team and access SAP for Me as an S-user to see changes and updates to your case. <br><br>

Case Management for SAP Ariba, SAP Business Network and SAP Fieldglass

Are you curious to learn what happens to your case? After submission, find out how your case is triaged and assigned and what to expect to ensure a timely resolution. Paying close attention will improve your experience as well as your time to resolution while working with our support team. When you have submitted a case, a member of our triaged team will either call or email you, acknowledging that we have received your case. This is the next step in the case process prior to case assignment. The triage process not only helps us identify the specific need, but also confirms all relevant information needed to begin our investigation has been provided, and ensures that the case is correctly placed within the team best suited to resolve your concerns. If our team is not sure what your concern is or notices a lack of information provided, We will request that you submit the additional information prior to any case assignment taking place. Once all the information is collected, the triage team then places the case in the work queue of the team that can best assist you. Once these steps have taken place, your case will be assigned to a support engineer. At this point, we will begin our investigation of your issue. This includes root cause diagnosis, code defect identification when applicable, and resolution plan creation. Our support engineer's goal is to help you reach a satisfactory resolution of your case. With the appropriate case management authorizations, cases created in SAP for Me can be reviewed and updated at any time. Have you received an answer to your concern? Is your issue resolved and now you're ready to wrap things up? S-users with the appropriate case manage authorizations may close a case at any time. Please also remember to keep an eye out for our survey in your inbox following case closure. We highly value your feedback as part of our support process.

This is a short demonstration for non-S-users on seeking assistance through the Home and Learning tabs, as well as submitting a case through the Contact Us tab of SAP Ariba Help Center.<div></div>

SAP Ariba Help Center Video

The Help Center home page allows you to search for different types of informational documents and FAQs created and curated by support or product documentation from help.sap.com. This page also provides topics personalized and recommended to you based on the Ariba products you use. Using search will present you with results that can be further refined by type or tag. If you select a support note or FAQ pertaining to the issue, you can confirm the symptom is a match to your issue and review the resolution containing steps to resolve it. If you found the article to be helpful or it needs some attention, please provide feedback. This helps our team keep content healthy and relevant for our users. Selecting documentation from your results will open up in help.sap.com with options to share the documentation or download the PDF file. This section houses information from across SAP Ariba's product documentation and tutorials for easy access. You will find helpful links to access product documentation for solution-specific administration, integration, and end-user information. Review release updates to gain insight on all of the latest product implementations. Additionally, you will have access to supplier product documentation and tutorials to share with your suppliers. If you're unable to find the information you need, select Contact Us. Our powerful artificial intelligence-based recommendation engine will help you find an answer or point you to the right channels for support. Enter keywords pertaining to your question or issue, and results will populate from our recommendation engine and, if applicable, you may experience guided assistance, a human-like interaction to guide you through questions and answers to deliver the resolution you need. If the resulting content or guided assistance flow does not resolve the issue, select Contact Us to submit a case for support. This case creation form will provide space for you to fully express your question, issue or request to support. The subject will carry over from your previous search. Be sure to provide a clear statement of your issue. As you complete this field, the recommendation engine will update its suggestions for you, even allowing you to do a separate search while completing the form. You may add up to four attachments showcasing the issue. Choose an Issue type and Issue area to further categorize the issue. And finally, choose a Business Impact. If you select a high impact, please be prepared to elaborate with clear and concise information to support the urgency. Review your contact information and update as needed before you proceed. Select one last step to review and select the recommended action provided as the combination of your issue type and issue area with the business impact allows Ariba to recommend the channel that will get you the right support from the right team at the right time. Choose a Contact Us method and click Submit. After your submission is made, you will see your case information listed on the Contact Us page for management where you will have the follow-up actions of phone or email to choose from.

This is a short demonstration for non-S-users on navigating through the Home and Learning tabs of the SAP Fieldglass Help Center.<div></div>

Navigating SAP Fieldglass Help Center

There are two ways to access the SAP Fieldglass Help Center. From the login screen, simply select Help Center. Because you are accessing Help Center without logging in, you will first select a role applicable to you. Otherwise, if you are already logged in, you may select the question mark, contact us, and then SAP Fieldglass Help Center. The Fieldglass Help Center home page allows for you to search for different types of informational documents and FAQs created and curated by support or product documentation from help.sap.com. This page also provides topics recommended to you based on your user persona. Let's search information on how to correct names within a statement of work. You will be presented with results that can be further refined by type or tag. Select the content item of interest pertaining to the issue. Confirm the symptom is a match to your issue and review the resolution containing steps to resolve it. If the article was helpful or not, be sure to let us know by selecting Yes or No and send us your feedback. Email the article to yourself or other recipients who may benefit from the resolution information. This section houses information from across Fieldglass' product documentation and tutorials for easy access. You will find helpful links for end-user information, how-to reference guides, and additional content covering Fieldglass integration.

This is a short demonstration for non-S-users of seeking assistance and submitting a case through the Contact Us tab of the SAP Fieldglass Help Center.

Submitting a Case to SAP Fieldglass Help Center

There are two ways to access the SAP Fieldglass Help Center. From the login screen, simply select Help Center. Because you are accessing Help Center without logging in, you will first select a role applicable to you. Otherwise, if you are already logged in, you may select the question mark, Contact Us, and then SAP Fieldglass Help Center. If you do not see Help Center as an option, your administrators have customized your support experience.  If you're unable to find the answers you need from Home and Learning,  select Contact Us. It will help you find an answer or point you to the right channels for support. Enter keywords pertaining to your question or issue and results will populate from our recommendation engine and you may experience a human-like interaction to guide you through questions and answers to deliver the resolution you need. If the resulting content or Guided Assistance flow does not resolve the issue, select Contact Us to submit a case for support. This case creation form will provide space for you to fully express your question, issue, or request to support. The subject will carry over from your previous search. Based on your user persona, you may have different request types available to you. Request assistance, Report an issue, and Request a change will be consistent across all buyer, supplier, and PMO personas. Be sure to provide a clear statement of your issue. As you complete the fields, the recommendation engine processes your statement and updates accordingly from the sidebar as well as the top recommendations section below, providing refined information and documentation from the knowledge base that may assist you. If you have screenshots or files detailing insight on the problem, you may add those attachments into the form. Select a Fieldglass Module to ensure the case is addressed to the right support team for assistance. This is a free text field to let us know of the impacted customers you are working with through this issue. Select the Business Impact of little to none, Affected or Seriously affected based on the scenarios provided, ranging from a simple information request to a production stopping business critical issue. You must elaborate with clear and concise information to support the urgency selected. Review your contact information an update as needed. If there are other contacts involved in the issue that would benefit updates from the case, you may add additional emails. Please be advised that these additional users will only receive updates via email, while only the user who submitted the case can follow updates through the case directly in Help Center. Be sure to agree to the SAP Fieldglass Privacy Policy by checking the box and proceed to select one last step to choose your channel to interact with support. Choose a support channel method and click Submit to create the case for support. Please be advised that phone support is available in English only. Following submission, case visibility and case update is available through the Contact Us tab. You can see your open cases, provide an update, or request a follow-up by phone or email. you provided through Help Center will be listed under the Follow Ups tab.

This is a short demonstration for non-S-users to learn how a case is triaged and assigned, ensuring a timely resolution. Improve your experience and time to resolution with our support team and access Help Center to see changes and updates to your case. <br>

SAP Fieldglass Case Management

Are you curious to learn what happens to your Case? After submission, find out how your Case is triaged and assigned and what to expect to ensure a timely resolution. Following these guidelines will improve your experience as well as your time to resolution while working with our support team. When you've submitted a Case, a member of our triage team will email you to acknowledge that they have received it. So what exactly is triaging and why is it important? This is the next step in the process prior to Case assignment. The triage process not only helps us identify the specific needs, but also confirms any relevant information needed to begin our investigation has been provided. We make sure that the Case is correctly routed to the team that's best suited to resolve your concerns. Our goal is to help you reach a satisfactory resolution as quickly as possible. If our team has questions about your Case or notices missing information, we will ask you for additional details. After our triage team has reviewed your Case, it will be assigned to a support representative. At this point, we will begin investigating your inquiry. This includes troubleshooting your steps to reproduce, searching for a viable temporary solution if available, and working with internal technical teams when necessary. Throughout the life of the Case, we will keep you updated and address any additional questions may have. You can also review and update any of your open Cases by responding to the last update you received at any time. Once we have completed our investigation, the Case will be set to a resolved state and you will have the option to accept or reject the resolution. If you still have questions, rejecting the resolution will set the case back in progress and alert the support representative. Please keep an eye out for our survey in your inbox following Case closure. We highly value your feedback as part of our support improvement process.

If you are a(n):	You can get support through:
Ariba or Fieldglass S-user	. SAP for Me
Ariba non S-user	SAP Ariba Help Center
Fieldglass non S-suer	SAP Fieldglass Help Center