Name: Creating a Support Case in SAP for Me
Uploaded: 2024-9-16
Duration: 584 s
Description: In this video, you will learn how to create the perfect support case in SAP for Me. We'll walk you through a few essential steps to ensure your issue is clearly documented and efficiently routed to the appropriate support team. By following these guidelines, you can help speed up the resolution process and get the assistance you need more effectively.

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<div><div><div><div>In this video, you will learn how to create the perfect support case in SAP for Me. We'll walk you through a few essential steps to ensure your issue is clearly documented and efficiently routed to the appropriate support team. By following these guidelines, you can help speed up the resolution process and get the assistance you need more effectively.</div><div><br></div></div></div></div>

Creating a Support Case in SAP for Me

Today, I'm going to show you how to create a support case. You will need to log on to me.sap.com. Make sure that your S-user ID has the appropriate authorizations to proceed. Display Cases, Display all Cases, Report a Technical Issue, Send Cases to SAP and Close Cases. For SuccessFactors solution, it is mandatory to have the authorization name as Display Cloud Data. To report a case, you will need to access the Get Support application via the Services and Support dashboard. There you will see the card Get Support. This is the card that allows you to get access to the support application. Please review this Knowledge Base Article, (KBA), that will provide you with the Best Practices for creating a support case. 1339209. Once you have clicked on the "Get Support" card, you will need to select Report New Issue. You can also continue from a previously created draft. You will need to provide a short description. Here, accuracy is very important. It is similar to creating an effective email subject line. This information serves as input for the artificial intelligence working behind the scenes, aiding in the search for a known solution. Equally important is the selection of the exact system affected when creating your case to best direct your problem and its resolution. To select the system, click on the magnifying glass icon to open the System list. You can choose the system from the list. Many of our customers have a large number of systems. To help you in selecting the affected system, we provide three options; Recently used, Favorites and All.  Recently used. This section allows you to access a history of recently used systems for convenience. Favorites. By searching and making a system as a favorite, you can add it to this quick access filter for future case creation. All, this option provides an overview for all the systems in your landscape. Once selected the system, the AI successfully will predict the product. If we are confident in this prediction, we will present you with a single value to choose from. However, if there is any uncertainty, a similar process occurs for the Product Function, providing you with a list of options to choose from. Consequently, using the information you have provided, the short description, system, product and product function, the AI will propose recommended solutions about these specific areas. You can view these suggestions on the right hand side of the screen. Additionally, you might notice the inclusion of trending topics. These trending topics will be presented to you as long as they remain relevant to the selected Product and Product Function. Following this, you can delve into the product function or product settings and choose to overwrite the AI's prediction. The decision is entirely yours. You are not obligated to accept the prediction we provide. Here, you will find numerous options of recommended solutions that the AI believes could be applicable. You have the flexibility to select from one of these recommendations, explore additional options or navigate to the All or Define More settings. Now, it's time to select the priority. When creating a case, you will find that there are four options of priority. Low, Medium, High and Very High. If you select the priority High or Very High, you will be asked for business impact details. Business Impact serves as a tool used by our engineers to prioritize cases. When two cases are reported for the same technical issue, Business Impact helps to determine which case should be processed first. It is a description of the issue from a non-technical perspective. For example, if this is affecting a production issue, crucial details to include are the number of affected users, the impacted activity, the deadline for this activity and whether there is or not a workaround. Financial impact will be also needed. Equally important is providing contact details for an available contact person. When reporting a Very High priority case, you will notice a drop-down menu. From there, you can choose one of four categories. Depending on your selection, a set of relevant questions will be presented to you. This approach is designed to guide you in providing the necessary information for us to process your very high priority case. For this video, we will select the priority medium. You will now be presented with various channels or methods to reach out to SAP support, including Expert Chat, Schedule an Expert session, Create a Case, Open a Community Question and Ask an Expert Peer. It is important to note that not all of these options are available for every product. Additionally, our AI will prioritize these channels based on the perceived effectiveness in resolving your issue. There we will select Create a Case. You can follow the guideline to fill out the information require? Firstly, it is important to highlight that we will be utilizing the product and product function you have selected. Subsequently, you will be presented with specific questions tailored to that product and its function. The first question here is, What is the issue you have in the product and product function? Let's select Universe. Following this, you will encounter additional questions and the options available to you might vary depends on your previous responses. The number of questions might differ depending on the specific product and product function combination. Your answers for the preceding questions take the subsequent questions that will be asked. Gathering this information at this stage accelerates the processing, eliminating the need for us to return to you for further details. Next, we proceed by navigating through these fields, as demonstrated earlier, to provide a detailed description. After completing this step, we feed all the gathered information back to another AI. This process enables the AI to update the recommended solutions based on the richer data set that you have provided. Essentially, this update is driven by the detailed description you entered. You can attach a file. The next step is to add a contact. The contact screen facilitates the addition and modification of contacts such as updating phone number or time zones. You can accomplish this by searching through the list of your existing S-users. You can add a new contact that is either an S-user or alternatively, you have the flexibility to add any desired contact. All you need to do is assign it a name. For instance, if you have a scenario, where a team collaborates on shared cases. In such an scenario, you can add a contact in the form of a distribution list-style email address. If notifications or case updates are configured in the profile, members of this distribution list will receive notifications when the case is updated. Additionally, individuals within the distribution list or team can login and if they have the right authorizations they can take the next action on the case. You can include a 24-hour contact, which is obligatory for very high priority cases, and you can also add other contacts. Please be aware that from your end, after a case is submitted to SAP, the creator cannot be changed for security reasons. Here at SAP, we believe that this checklist will enable you to provide us with the elements of a perfect case. One problem per case, document client analysis and SAP Note search, Remote Connection details, A "meaningful" short text with error-related information, Detailed steps to reproduce the problem in your system, Appropriate priority, product area or component, Business impact of the problem on your operations, and Customer Contact Information. More information on How to Create a Support Case can be reviewed on KBA1296527. Thank you for watching this video, we hope you found it helpful.