A well-documented incident better facilitates its processing and reduces back and forth interactions. To help in the preparation of the session, make sure to provide:

• A detailed description of your problem
• The functional area you'd like to cover
• Results of your search in our knowledge base
• Relevant screen shots and logs
• When applicable, make sure your remote connection is opened and system information is up-to-date

Schedule an Expert is only available for products listed in the document: View product areas that currently offer Schedule an Expert.

If you choose one of these product areas to schedule a session and then reference a different product area that is not in the list, the session will be converted to a regular written incident.

A functionality allowing VAR-delivered support partners to use Schedule an Expert for their end customers' systems is currently not available.

More information is available in the Incident Management for VAR Partners document.

In order to access Schedule an Expert, you must add the tile on the SAP ONE Support Launchpad:

1. Go to the Launchpad
2. Click on the Personalize icon in the upper left corner
3. Scroll down to the Miscellaneous section
4. Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen

1. Open the incident in SAP ONE Support Launchpad, click Edit on the bottom-right of the incident page.
2. The Schedule an Expert button appears on the bottom when the conditions below are met:
   • The incident is low, medium or high priority.
   • A processor has been assigned to the incident and is available for scheduling.
   • The incident is within Product Support (note that Schedule an Expert is not offered within SAP Development Support)
3. Click on the Schedule an Expert button and then click on Book a Session.

Until the end of May, after signing up for the session, the Skype web conference information will not be provided in the email notification.

To receive the Skype web conference link, you can do one of the following:

• Upon scheduling a session, you will receive an email notification with a link that allows you to join the session.
• From the landing page of Schedule an Expert, click on the View Upcoming icon.

For more information please view the document:

How to join your Schedule an Expert Skype web conference

To provide your feedback on your Schedule an Expert session:

• Close/confirm your Schedule an Expert incident
• Fill out the quick survey to let us know how we did

It is important to confirm that you are creating your Schedule an Expert session in the correct time zone. 

When booking a session, the default time zone displayed will come from your Launchpad user profile.

If you need to modify your time zone while you are creating your Schedule an Expert session, you can click on the Edit link next to "Current Time zone in User Profile" on the "4. Our Availability" page.

You can also change your default time zone by accessing the link below:

User Profile

Incident Solution Matching is a new service from SAP based on artificial intelligence (AI) technology which helps SAP customers get answers to technical questions faster.

The service proposes solutions ranked in order of relevance within the incident creation form, so you can find relevant SAP Notes and SAP Knowledge Base Articles (KBAs) quickly without searching manually. Incident Solution Matching uses AI and machine learning for improved results by learning from past incidents. The more you use the service, the more relevant the recommendations become.

Incident Solution Matching is embedded in the incident creation form accessible via the SAP ONE Support Launchpad.

Including the following information in your problem description will significantly improve your search results.

1. Describe your issue in Subject and Description as concisely as possible, “Incident Solution Matching” automatically recommends solutions from SAP Notes and SAP Knowledge Base Articles in the left panel and the results are ranked in order of relevance.
2. Select a component to further refine the results.

Incident Solution Matching is the result of a highly sophisticated technology. On the first view, you will still use the same search environment or incident creation form. However, performance and quality of answers are improved considerably by this new technology and you should get answers much faster with a much higher relevance to your questions.

Incident Solution Matching is available for all SAP products.

Because the Incident Solution Matching automatically identifies and ranks solutions according to their semantic relevance based on incident data. The more detailed and concise information you provide, the more matching results you will get.

The Incident Solution Matching uses artificial intelligence (AI) and machine learning for improved results by learning from past incidents, so the more you use it, the more relevant it becomes.

Currently Incident Solution Matching only supports English.

We are currently exploring Incident Solution Matching for internal incidents in the future.

Incident Solution Matching will be further improved and will get considerably better and faster with the extensive use of all SAP customers. More use cases based on artificial intelligence and machine learning technologies are planned for the future and will help further improve performance and customer experience.