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Customer Insights Dashboard

The Customer Insights dashboard is a new reporting application developed in SAP for Me to provide a holistic, customizable overview of SAP Solutions across all support contracts and deployment types.

This reporting tool analyzes the history of your support-related data, product portfolio and approaching renewals, support contracts, system landscape, cases and more. The customization and filter options enable you to create a self-service report tailored to your needs.

The Customer Insights dashboard is part of the transition from the SAP ONE Support Launchpad to SAP for Me and will be the successor to the SAP Enterprise Support reporting cockpit.

Stay updated by visiting SAP Community Blogs. 

What's new? Latest updates

 

How to Access the Customer Insights Dashboard

To access the Customer Insights dashboard in SAP for Me, your S-user needs the Display Support Situation Reporting authorization. The authorization can be provided by your super administrator. You can find your super administrator in SAP for Me > Users & Contacts > My Important Contacts tab:

https://me.sap.com/userscontacts/impcont

The “Display Support Situation Reporting” authorization has already been granted to customer's Super Administrators and they will be able to grant it to their users as well.

For more details and authorization information, see KBA 3336856.

Release Status

Frequently Asked Questions

The Customer Insights dashboard is part of SAP for Me. To access it, you first need to log on to the public homepage; me.sap.com. In SAP for Me, click the Customer Insights Dashboard card to access the application. The card can be found under Services & Support > Diagnostics, Reporting & Analytics. Alternatively, you can use the direct link; me.sap.com/reporting.

To log on to SAP for Me, you need an SAP user ID. Go here to see how to request an SAP user ID. Accessing the Customer Insights dashboard in SAP for Me requires the Display Support Situation Reporting authorization assigned to your SAP user ID. This has to be done by your administrator. Your administrator can find all necessary information on the authorization object in KBA 3336856. Check the Access and Authorization page of SAP for Me, if you do not know who your administrator is.

The Customer Insights dashboard is part of SAP for Me. For access, your colleague needs the Display Support Situation Reporting authorization object assigned to their SAP user ID. KBA 3336856 provides all necessary information about this authorization object.

The Customer Insights dashboard offers a personalized view of the status of your support situation, providing you with an up-to-date status on purchased products, system landscape, cloud licenses, cloud usage, cases and services. Using the personalization features, you can choose which data to be displayed. By selecting different filters in the top menu, you decide which products, installations or systems the data shall be displayed for.

The Customer Insights dashboard is released in a phased approach. Check the Release Status section above to see which content has been released.

You can watch the introduction of the Customer Insights dashboard to the SAP User Groups in this YouTube session.

The Display Support Reporting authorization object for the Customer Insights dashboard can be granted on the installation level and is valid for all data belonging to this installation. If the data you are searching for belongs to another installation you are not entitled to, you cannot see this data.

You might see different values in the analytical reporting and in the relevant SAP for Me dashboard. Below we listed possible reasons for this on "case" example:

  1. Analytical reporting displays historical data but the dashboards in SAP for Me displays real time data. The data in reporting has been collected from the same source systems but it goes first to an analytical system where the data will be prepared and then to the reporting system where you request to view it in reporting tool. This data is updated every 24 hours. 
  2. SAP dashboards and customer reporting have different authorization and often different purpose. The authorization for the reporting can be provided for a single account, a single installation or for the whole corporate structure. The dashboard might have special authorization for your user role, e.g. in the reporting tool you could have the authorization to see the cases for the whole account, but in the Case dashboard in SAP for Me you only can see your own cases and create one if you wish.
  3. The reporting displays data for 24 months but the dashboards could have also older data depending on the purpose. E.g. if you look at Cases in the reporting you can only see the cases created 24 months ago. In the dashboard you might see even older cases if they are still in process or have been recently closed.
  4. The selection parameters for the data display might be slightly different which leads to the differences in the data, e.g. for the reporting all draft Cases which have not been sent to SAP are removed. In the Case dashboard you see also your drafts to e able to re-use them or to delete them.

Providing Feedback

In the Customer Insights dashboard, click the Feedback slider on the right side. Depending on your satisfaction, you can select the number of stars (1 = not satisfied at all, 5 = very satisfied), suggest a feature and/or submit a case to us.

Reporting an Issue

To report an issue with the Customer Insights dashboard, go to the Get Support application in Service & Support Dashboard in SAP for Me (SAP for Me > Services & Support > Get Support tile) and use the XX-SER-FORMEcomponent. Or launch the application with this component preselected by using the following URL:

https://me.sap.com/getsupport?comp_name=XX-SER-FORME.

The purpose of the dashboards in SAP for Me is to provide the information this dashboard has been created for quick transactions in real time with the detailed level. This is why sometimes users see very long tables in the dashboards where the information is complete and up-to-date.

The Customer Insights dashboard collects different support related data from different places / dashboards in SAP for Me, put all support related information into one place and provide analytical capabilities to slice and dice the information to bring different pieces into a relation and to filter information as needed, e.g. in reporting dashboard you can select the deployment model filter to view all data e.g. only for public cloud, or to select a solution are to view all data (systems, cases, support entitlements) just for a product. You could also bring a relation between e.g. cases and premium engagements, to see the processing times for different contracts.

So SAP for Me dashboards display real time data as tables, but they do not have many analytical capabilities to work with the data. 

The Display Support Situation Reporting authorization can be assigned at the installation, customer or Customer Center of Expertise (CCoE) level. To see installation independent data, your user needs the authorization role assigned at the customer level; otherwise, it won’t be displayed.

For example, the Purchased Solutions area, and its corresponding summary tile, provides installation independent data. To see this data, the S-User needs the Display Support Situation Reporting authorization on the customer or CCoC level. Authorization assigned at the installation level is not sufficient.

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