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

SAP’s built-in support moves support right into the application, simplifying and accelerating the customer interaction with an embedded digital support assistant. It can be accessed with SAP CoPilot as an integral part of the SAP Fiori 2.0 launchpad.

Built-in support uses SAP’s machine learning capabilities and sophisticated intent-matching to analyze user requests through natural language processing. Combined with SAP CoPilot’s context sensitive knowledge, the built-in support tool provides a personalized support experience and accelerates time to resolution.

Built-in support knows the context the user is working in and provides proactive assistance. As a result, it delivers improved customer experience and faster resolution times through automated categorization, simplified forms and transfer of relevant data throughout the process.

Simply use SAP CoPilot to access built-in support. More information can be found in the following blog post.

• easy to access via SAP CoPilot
• provides help and access to support without the need to leave the application
• provides a personalized support experience and accelerates time to resolution
• documents questions, screen shots and other content i.e. to easily add to an incident creation form or use within a chat session.

• SAP S/4HANA Cloud
• SAP Integrated Business Planning

Please use the following link for an overview of all SAP’s Next-Generation Support offerings.

Yes, please feel free to use the following link to participate in our current customer survey.

No additional cost is involved, as built-in support can be accessed free of charge for the solutions currently supported.