Improved Incident Creation: Try the New Support Assistant

Have you tried the new support assistant yet? To improve your support experience, the incident creation process has been further enhanced.

The optimized support assistant uses tree structures to help you step through a series of questions that narrow down to the problem area, meanwhile recommending targeted solutions in real time.

The support assistant functionality offers you a guided approach through a conversational user interface during the incident creation process on the SAP ONE Support Launchpad.

To access the support assistant, simply visit the SAP ONE Support Launchpad  and start the incident creation process.

Support Assistant Functionality (part 1)Select the product for which you want to report an incident and the support assistant window pops up on the right hand side of the screen. Please note that currently not all products are enabled for this service. Check if your product has already been enabled here.

After you have started the support assistant, questions are asked to narrow down the problem area. Recommended help will be provided on the right-hand side of the window, proposing content such as SAP Knowledge Base Articles, SAP Notes, community posts, wikis, and more.

Should you reach the end of the tree without finding the correct solution to your problem, you’ll be prompted to provide a short descriptive title and detailed information about your issue. You can then choose to go on to submit this to SAP Product Support as a new incident.

You still have the option to change any of the information you provided before you contact SAP Product Support.

Support Assistant Functionality (part 2)To learn more about the support assistant and other new features, join a live webinar on October 16, 2019. Registration is free: register here.

If you cannot participate in the live session, a recording will be made available after the session. For more detailed information, see “Improved Incident Creation: Try SAP’s New Support Assistant,” on the SAP Community.