Reporting

The Customer Insights(opens in new tab) dashboard is a dynamic and interactive reporting tool that offers extensive, flexible, and personalized reporting for specific public cloud solutions (continually expanded), private cloud solutions, and on-premise products. It analyzes and documents the status of your SAP solution, support services and achievements based on solution monitoring capabilities, product and landscape overview, usage KPIs, consumption of SAP Enterprise Support offerings, support case status and other support-relevant metrics.

Cloud and on-premise solutions have unique features, and the maintenance contracts are different. For instance, an on-premise solution may be covered by SAP Enterprise Support, while a public cloud solution is covered by SAP Enterprise Support Cloud Edition. Therefore, some dashboard areas cover only cloud and others only on-premise information.

Go to the Customer Insights dashboard(opens in new tab).
 

Important:

Customer Insights’ dashboard supports all modern browsers. Please ensure that the browser you use is up to date. The use of incompatible or outdated browser version may cause the report to malfunction and display incorrect data or no data at all.

Required Authorization

Contact an administrator in your company(opens in new tab) to request

Display Support Situation Reporting

Some sections require additional authorizations, see the respective online help pages or check the Knowledge Base Article here(opens in new tab).


Frequently Asked Questions

See the Reporting FAQs here.

Procedure

  1. From the sidebar, select Reporting.
    Subsections of the Customer Insights Dashboard can also be accessed through links on the Finance & Legal, Services & Support, and Systems & Provisioning dashboards.

  2. When entering the dashboard you are prompted to decide whether the most recent data shall be loaded or a previous state of the dashboard shall be displayed.
    • To load fresh data, select Update Now, then Proceed to Reporting. Note that it may take some seconds for the data to load, depending on the number of customers you are entitled to see reporting data for.
    • To enter the dashboard with previously loaded data, choose Continue Without Update.

The dashboard has these tabs:


Other features and functionalities:

Header Area

In the header, you can personalize your Customer Insights Dashboard, i.e., change its layout or apply filters. These changes can be saved as views for future re-use.
 

Personalize

The Personalize feature allows you to select which data sections and subsections are displayed.

When entering the dashboard for the very first time, the Standard view is displayed by default.
 

Procedure

  1. Click Personalize to view a list of all dashboard sections.
  2. Select a section name. You can switch off the section's subsections which hides them from the dashboard.
  3. Click section a section switch to remove it, and all its subsections from the dashboard.
  4. Click Apply to save your changes to the dashboard.
  5. You can save your personalization for future use in the Views Management.

Views Management

After completing your personalization’s, you have the option to save it for future use. You do this in Views Management.
 

Procedure

  1. Click Standard in the header Customer Insights Dashboard to access the Views Management.
  2. Select Manage to rename and delete the views that you have created, or to choose the view that is shown by default when you enter the dashboard.

Filter Options

The filter bar allows you to refine the display by customer, support contract, solution area, sub-solution area, deployment type, software product, installation, and system number. By turning on these filters the data in the cockpit will be limited to your selection.

The following filters are available:

  • Customer
    Click Select Customer(s) to choose customer numbers that your S-user is entitled to see data for. You can see consolidated data from multiple customer numbers that are grouped by Corporate or SAP . 
    • Two or more customer numbers are bundled to a corporate group.
    • Your S-user ID has the authorization Display Support Situation Reporting for the cloud installations of customers you would like to see in the cockpit.

      Note:        Corporate views are grouped by customers, while SAP view is grouped by SAP.
       
  • Support Contract – System
    Support contracts are based on the end-customer. Usually, the end-customer for cloud is determined by the Sold-to-Party. However, if Provision-to-Party has a different value than Sold-to-Party, the end customer will be determined by Provision-to Party. Therefore, if you cannot find contracts and products under a particular customer number, they may be provisioned under another customer number.
  • Solution Area
    Every SAP product is assigned to a product category, e.g., SAP SAP S/4HANA to Enterprise Management. There are up to eleven product categories that you can use to filter the data – Analytics, Content & Collaboration, Customer Relationship Management, Data Management, Enterprise Management, Financial Management, Human Capital Management, Product Lifecycle Management, Supply Chain Management, Supplier Relationship Management, and Technology Platform.
  • Sub-Solution Area 
    Solution areas are sub-sections of product categories, hence this criteria allows for higher granularity filtering.
  • Deployment Type
    View all deployments or select from the options On-Premise, Private Cloud, or Public Cloud.
  • Software Product
    Select the software product you are interested in to filter by that specific software.
  • Installation No.
    Use the technical installation number or name as a filter to see data for that installation. Multi-selection is supported.
  • System No.
    Use the systems the software is installed on as a filter to see data for these systems.

Notes:

  • Selectable options in the filters are limited to used data only. E.g. if you have a customer without contract and no systems, then this customer is not displayed as an selectable options, regardless, if you have been authorized for this customer or not.
  • Choices made in one filter may impact the options in another filter: For instance, if you select SuccessFactors (HXM) in the Product Category filter, the System No. filter will only list systems with an HXM solutions installed.

PDF Report Generator

The PDF Report Generator allows you to view and download printed reports. Full details here.(opens in new tab)

Anchor Bar

The anchor bar lists the sections that make up the Customer Insights Dashboard. By default, the following sections are displayed:

Depending on the choices you made under Personalize, some sections may be hidden. E.g., Onboarding is hidden by default and it muct be enabled in order for you to see it.

Click a section name to navigate into it. If the section contains subsections, tabs are shown at the top of the section and allow you enter them directly.

Data Section

Below the anchor bar is the data section. The data section shows the content for a section you selected in the anchor bar.

Each data section has the same concept in design and layout. The only difference is in the data and selected analytical view.

Note:

There are some data sections, where the design differs. This is necessary due to the provided data and display purpose, e.g. like in Cloud Availability or Onboarding.

Subsections

Some sections contain subsections, visualized as tabs, to show data in an easy-to-consume way. For instance, the Cases section consists of

  • Open Cases
  • Closed Cases
  • Sent Cases
  • Response Levels
  • Support Survey
     

Drop-Down Filters

Each section offers drop-down filter options to quickly narrow the displayed data down to those that are most relevant to you.

 

Note:

Filters apply to the entire section. A filter activated in a subsection will also affect the other subsections of that section. For instance, the filter Last 12 Months in the subsection Closed Cases will also be applied to Open Cases, and only open cases will be shown that have been created in the past 12 months.

Analytical Views

Depending on the data date, the section offers different analytical views on this data set. Typically, no more than four analytical views are provided in a row. For a detailed description of each analytical view see their description in the online help about the respective section.

Each analytical view has the same controls. Depending on the size of your browser window, some may be hidden behind Additional Options .

  • Click Maximize Chart  to maximize the chart without removing other charts in the same row. Click the icon again to revert the chart to its default size.
  • Click View By  to drill down into the displayed data by a particular dimension that you select from the list. Dimensions you selected are shown in the upper-left corner of the view. Click on any of them to remove the dimension from your selection.
  • Click Toggle Legend Visibility  to add or remove the legend from the view. Note that visibility of the legend depends on the content view: For instance, if the information of the view is also displayed as text on the axis of the view, no additional legend is needed.
  • Click Zoom In or Zoom Out  to scale the chart up or down. Because the provided space for the chart is fixed, zooming in may result in a scrollbar in the view.
  • Click Settings  to specify which data should be shown in the graph and how they should be sorted. The View Settings pop-up is shown. It contains two tabs:
    • Chart
      Define which dimensions and measures shall be shown in the graph.
    • Sort
      Define the sorting order. Note that fields that are used for sorting must also be selected (under Chart) as a visible column. Otherwise, the data in the graph will not be refreshed and you may see a No data found error. In this case, add the missing sort field as a visible column to correct this.
  • Click Selected Chart Type  to choose which type of chart you prefer to display the data. Note that depending on the data some chart types may not be useful, and fields and axes must carefully be changed to result in meaningful graphs.

Tables

All analytical views are based on the same raw data. These data are displayed in a table below the analytical chart.

By default a table has ten rows. To increase this number, select the respective option from the Display [n] rows drop-down above the table. Alternatively, scroll down in the table.

Click Settings  above the table to specify which fields shall be shown in the table, how they shall be sorted, filtered, and grouped:

  • Under Columns you can add or remove fields that shall be shown. Use the Move to Top , Move Up , Move Down , or Move to Bottom  icons to rearrange the order of the columns in the table.
  • Under Sort you can define the sorting order. Once you have selected your first sorting criteria from the drop-down, another drop-down will be shown that lets you specify the second sorting criteria. You can rearrange them by selecting the Move Up  or Move Down  icons.

    Note:  You can only sort by fields that are shown in visible columns. Otherwise, a No data found error message may be shown. It can be corrected by adding the missing sort field as a visible column to the table.

  • Under Filter you can limit the shown data to those that meet certain criteria. Filtering on fields requires the correct format for the filter values, including matching case; for instance, if you filter a case list by the cases' descriptions, the filters Description contains 'test' and Description contains 'Test' will yield different results.
    Use the following formatting rules for date-related filters:
    • Use the syntax YYYYWW if you use a week-related filter (Closing Week, Creation Week etc.), for instance 202135 for calendar week 35 in 2021.
    • Use the syntax YYYYMM if you use a month-related filter (Closing Month, Creation Month etc.), for instance 202106 for June 2021.
    • Use the syntax YYYYQ if you use a quarter-related filter (Closing Quarter, Creation Quarter etc.), for instance 20214 for the fourth quarter Q4 in 2021.
    • Use the syntax YYYY if you use a year-related filter (Closing Year, Creation Year etc.), for instance 2021.
  • Under Group you can display the data grouped by a certain field. For instance, you can show all open cases grouped by Status. In the table each status will be shown and the corresponding cases in that status. Note that grouping and sorting may interfere. When you group data, turn off sorting by that field.

Click Export Table  to export the currently shown data to a Microsoft Excel XLS file on your computer. If you have filtered the table, sorted and added additional columns, this is reflected in the exported file.