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.

As VAR-D support partners are mandated to provide 1st and 2nd line support, the use of Schedule an Expert channel has been made available, since May 2021, for existing incidents only.

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

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 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 following link:

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.  

SAP’s Built-In Support moves support right into the application, simplifying and accelerating the customer interaction with an embedded digital support assistant, integrated into SAP Fiori launchpad.

Natural language processing technology, combined with AI and machine learning technologies, allows Built-In Support to interpret the problem at hand quickly and efficiently, providing best-fit guidance tailored to the user's situation, creating a personalized experience.

Built-In Support moves support right into your application, providing a seamlessly integrated platform that gives you a consistent support experience. It offers direct access to support content, tools, and channels of SAP's Product Support right at your fingertips - with no implementation efforts required.

If your SAP solution is already supported by Built-In Support, simply access it through the Fiori Launchpad menu options. More information can be found in the following blog post.

• easy to access via SAP Fiori Launchpad menu options
• provides help and access to support without the need to leave the application
• provides a personalized support experience and accelerates time to resolution
• provides robust incident management including creation, review, correspondence with SAP's Product Support and closing incidents
• collaborate with an SAP expert in real-time, sharing knowledge and information to address your questions with SAP Expert Chat

• SAP S/4HANA Cloud
• SAP Integrated Business Planning for Supply Chain
  
• SAP Cloud ALM
• SAP HANA Cockpit 2.0
• SAP Customer Data Cloud

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

No additional cost is involved, as Built-In Support can be accessed free of charge for the solutions currently supported.

Predictive support provides customers with tailored information on how to address issues which maybe unknown or manifest themselves, attempting to eliminate the cause or mitigate contributory factors. 

Preventative support features and functionalities, such as cloud health, help SAP’s support reach out to the customer with tailored and focused information to prevent issues, their impact and any associated effort.

Trending content is accessible through the SAP ONE Support Launchpad and Product Pages through “Products” in the header navigation of the SAP Support Portal.

Cloud health is a key element in how SAP will transform major incident management across the cloud landscape. For SAP Ariba customers, cloud health is fully integrated into the existing support model providing benefit 24x7.

• Tailored trending data exposed at the customers point of need (currently Product Pages & SAP ONE Support Launchpad).
• By analyzing performance and error data for every user action, cloud health redefines traditional monitoring and enables preventative action derived directly from the unspoken voice of customers. 
• On-demand subscriptions provide you with the latest updates on relevant critical cloud outages in the SAP ONE Support Launchpad.

• Trending content is currently available in the SAP ONE Support Launchpad (Incident Wizard) and Product Pages (currently for SAP HANA  but expanding across all products over time).
• For SAP Ariba customers, cloud health is fully integrated into the existing support model providing benefit 24x7.
• On-demand subscriptions for relevant critical cloud outages in the SAP ONE Support Launchpad.

No additional cost is involved, as predictive and preventative support can be accessed by SAP customers via S-user or universal ID free of charge for the solutions currently supported.