If you are experiencing a technical issue or have a question for a Technical Expert, this blog post will help you by outlining the different options available to access Technical Support.
There are many options available to gain assistance from Technical Experts at SAP such as Schedule an Expert and Ask an Expert Peer however, in this blogpost we will focus on two of the most popular options:
Expert Chat
Submit an Incident
We recommend chatting with a Technical Expert before submitting an incident as this is a real-time support channel. The Technical Expert assisting you may be able to resolve your issue without ever creating an incident, saving you precious time.
To chat with a Technical Expert, you will need an S-User ID with Report an Incident and Send Incidents to SAP authorizations.
Here are the options to begin a chat with a Technical Expert:
- Click Contact Us > Expert Chat in the SAP ONE Support Launchpad’s footer bar
- Select Expert Chat tile in the SAP ONE Support Launchpad Home page
- Select Find a Solution tile in the SAP ONE Support Launchpad Home page
- Search the Knowledge Base and select the Expert Chat button (top right)
- Alternatively, simply begin the process of submitting an incident
Note: If Expert Chat is available for the component you have selected, you will see the ‘Start Expert Chat’ button next to the 'Submit' button in your incident form.
You will then reach the below screen with the following options: “I am writing about...”
New Incident (Unreported issue)
Existing Incident (Questions about the status and priority of issues already reported)
S-User
Universal ID
SAP ONE Support Launchpad & SAP Support Portal
Other
Please select the first option ‘New incident (Unreported Issue)’ to connect with a Technical Expert.
Chatting with a Product Expert on an existing incident is not currently offered.
When choosing to chat about an Existing Incident, you will be connected to a member of the Customer Interaction Centre to discuss the status or priority of your incident
The Customer Interaction Center can help with a variety of queries, but it is important to know that we are not a technical expert team.
For more information on Expert Chat check out KBA 2570790 - Expert Chat Frequently Asked Questions - SAP Product Support
To submit an incident, you will need an S-User ID with the following authorisations:
- Report an Incident
- Display Incidents
- Display all Incidents
- Send Incidents to SAP
- Close Incidents
Log on to the SAP One Support Launchpad and follow the steps outlined in KBA 1296527 - How to create a support incident (contact SAP Product Support) - SAP ONE Support Launc...
For further information on Incident Management check out this blog post: Interested in Learning more about Incident Management? You have come to the right place!
It is also worthwhile to attend a live webcast on Incident Management or watch a replay Here!
You can sit back while we talk you through the process step-by-step.
Thank you for reading!
If you have any questions, please feel free to ask us in the Q&A All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community
If you are interested in attending a webcast in a different language, you can check the On-Demand replays which are offered in a variety of languages here.
Read more #CustomerInteractionCenter blog-posts Here!
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