Name: Using Correct Channels for Reaching Out to SAP Commerce Support and Operations Team
Uploaded: 2024-10-9
Duration: 206 s
Description: Our aim is to advise customers about the significant benefits of selecting the right channel to report issues or seek support within the SAP Commerce Cloud Product.

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<div><div><div><div><div><div>Our aim is to advise customers about the significant benefits of selecting the right channel to report issues or seek support within the SAP Commerce Cloud Product.</div></div></div></div></div></div>

Using Correct Channels for Reaching Out to SAP Commerce Support and Operations Team

This video explains how to reach out to the SAP Commerce technical support and operations team through  the correct channels.  Launch SAP for Me using the URL me.sap.com, as it is a tool that provides a single  entry point to initiate support with SAP. Once logged in, you will see several options. Click on Services and Support. From here, you can either create  a Support ticket, initiate chat, and other real-time channels with the Commerce support team, or you can create a Service request  for the Commerce operations team.  For creating a CASE, click on "Get Support,"  then "Report New Issue."  Enter the description of your issue,  select the system or environment.  Choose the product SAP  Commerce Cloud from the list.  For product function, simply start typing the name of the commerce functionality that you want to report the issue about and hit enter. For example, "back office," or "smart edit," or "promotion." You will note that the relevant  product function is displayed, and by selecting these  product functions correctly, the tickets are routed to  the experts of these topics directly. You can also click "ALL" to see the complete list of available product functions. A few operational requests, like  "Manual media backup & restore", "Environment Scaling request", and "Environment Provisioning  & Termination request", can be selected from this list. Anything other than Cloud Operations requests are to be selected for Product Issues or Bugs.  Selecting the correct product function ensures faster responses and avoids  misrouting of the tickets. In the next step, you can select  either a real-time support channel, which is newly offered by  the Commerce Support team, like expert chat or schedule an expert, or you can continue creating a case.  If we go back to Services and Support, you will find a service request card, which enlists multiple operational  or repetitive tasks that the SAP Commerce operations teams can execute on commerce environments. If you do not have access to this card, please refer to the SAP  Commerce help documentation titled "Creating a Service Request".  Click new service request;  choose CRM and Customer Experience,  then choose CX Commerce Cloud.  You will find all available service requests organized by categories here. For example, select new user access and fill out the form by providing the necessary and sufficient information,  and submit the Service Request. The request will automatically be routed to the appropriate operations team and  will be fulfilled in a timely manner.  KBA - https://me.sap.com/notes/0003469411 elaborates this process in detail and  also shows a pictorial depicting it. KBA https://me.sap.com/notes/3387869 enlists all available CX  Commerce Service Requests.  Always remember to select the correct channels from SAP for Me, as it ensures that your request or ticket reaches the right team and experts for those topics, which ultimately  leads to faster responses.