SAP Enterprise Support Academy FAQ

This FAQ is intended to provide answers to the most frequently asked questions we have received regarding the SAP Enterprise Support Academy enablement program and is categorized by: 

Program-related: general and specific questions addressing the overall enablement program, including our exclusive SAP Enterprise Support value maps 

SAP Learning Hub-related: technical questions in relation to usage and navigation within the learning management infrastructure, including the learning room environment for SAP Enterprise Support value maps

SAP Learning Hub Related Questions

General

SAP Learning Hub, edition for SAP Enterprise Support, is SAP Enterprise Support Academy’s productive system. Before first use, you should sign up for access to the SAP Learning Hub.

Access is restricted to registered users only.

SAP Learning Hub, edition for SAP Enterprise Support comprises all offerings of the SAP Enterprise Support Academy, including access to SAP Enterprise Support value maps. SAP customers with any of the following maintenance agreements are eligible to access this edition, as it is part of their maintenance contract:

  • SAP Enterprise Support
  • SAP Enterprise Support, Cloud Edition
  • SAP Product Support for Large Enterprises (PSLE)

For more details see the Program Entitlement document.
Click here for more information on other editions of the SAP Learning Hub.

Your registration confirmation mail will include details on how to get started as a first-time or returning user in SAP Learning Hub. See our get started tutorial for details on setting up your time zone and search language, as well how to perform keyword searches within the search catalog and how to use filtering to narrow down the list of populated results. 

There are multiple editions available in SAP Learning Hub, each with it's own tailored catalog of learning content. Having access to one edition may not necessarily mean that you are automatically able to access other editions within the hub. This also applies to the SAP Enterprise Support edition of the hub. Access to the learning content within this support edition (whether via direct hyperlink or via the search catalog) is only accessible to registered SAP Enterprise Support Academy users. If learning content is not being displayed, then access may require a separate registration process, in addition to previous registrations to other editions you may already have performed. 

To register your user to be able to access learning content from the SAP Enterprise Support edition, powered by SAP Enterprise Support Academy, see --> "How can I register to SAP Learning Hub, edition for SAP Enterprise Support?"

Note: non-registered users to the support edition may receive encrypted error messages when attempting to access the learning content, and the proper display of learning content may fail, as non-registered users are not entitled to consume the protected material.

Currently it is not possible. While navigating within SAP Learning Hub, links shown in the address bar of your web browser are encrypted and will not work if copied or forwarded to others. Deep links to learning items in SAP Learning Hub, which you have received, can be distributed. S-User access required.

Supported Devices and System Requirements

You will need an internet connection and a system that meets certain requirements.

The SAP SuccessFactors mobile application is available for iPhone, iPad, and Android devices.

You will need an internet connection and an audio device that meets certain requirements.

Registration and Access

Access to the support edition is part of the following maintenance agreements: SAP Enterprise Support, SAP Enterprise Support, Cloud Edition, or SAP Product Support for Large Enterprises (PSLE). As long as you stick to the contingent described in the Program Entitlement no additional costs arise.

To access the SAP Learning Hub, edition for SAP Enterprise Support, a one-time registration is required. As before, you need an s-user to authenticate yourself. The registration triggers an automatic eligibility check.

  1. Go to the SAP Enterprise Support Academy landing page at support.sap.com/esacademy.
  2. Click on the Sign up button.
  3. The SAP Learning Hub, edition for SAP Enterprise Support page displays. Click Sign up.
  4. Register with your s-user ID and password.
  5. Upon first access to the SAP Learning Hub, edition for SAP Enterprise Support, the system will check the eligibility, create an SAP Learning Hub user, and update the catalog. 

To access the learning room environment of the SAP Enterprise Support value maps, a one-time registration is required. 

Once the registration process is complete, you can access the value maps learning room by clicking on the 'Access Value Maps' button from the value maps landing page on SAP Support Portal. From there you will be taken directly to the value maps learning room. Acceptance of the terms & conditions will be required.

  1. Go to the SAP Enterprise Support Academy landing page at support.sap.com/esacademy.
  2. Click on the Search button to search for learning content, available scheduled offerings and more.
  3. Login with your s-user ID and password when prompted
  4. The SAP Learning Hub catalog is displayed.
  5. Enter a keyword in the search text field. You can set filters via the fields Category, Delivery Method, and Subject Areas.

When accessing SAP Learning Hub, an automatic eligibility check is triggered. If your company is not or no longer eligible to use the SAP Enterprise Support Academy program, access is refused.

The EKT program belongs to the professional edition in SAP Learning Hub. For this edition users have to register separately. The early adopter care customers (and partners) will get a free-access code to the professional edition for three months, restricted to five of their employees.  

Learning Essentials

All value maps are housed within one learning room on the support edition of SAP Learning Hub. 

To access from within SAP Learning Hub:

  • Use the drop down menu located on the top left-hand corner of the application (next to the SAP logo).
  • From there, drill down to 'Learning Rooms'. 
  • The 'Explore SAP Learning Rooms' page will appear, from where you may select 'SAP Enterprise Support value maps learning room'

To access from SAP Support Portal, navigate to the value maps landing page, and click on the 'Access Value Maps' button

In addition to browsing through the extensive and relevant content and offerings on the value map topic, collaboration features are available as well, where you can ask questions, start discussions, share ideas fo improvement, and participate in polls.

Navigation is also extended to 'What's new' blog posts, events, and featured content.

Duration
Each value map indicates the amount of effort in time each step is likely to take. For example, a meet-the-expert (MTE) webinar/replay may take one hour, whereas an expert-guided implementation (EGI), not including prep time, may require 3 days.  
 

Learning content is the area within SAP Learning Hub, where you can manage your learning environment. Here you have an overview of your learning activities and resources. This area includes configurable tiles which can be moved per drag and drop to create your own customized view.

Watch the tutorial to learn more about how to manage your learning environment, including how to best make use of  'My Active Courses' and your individual learning history.

Keyword search: the system searches for the keyword(s) in the title, ID, and description fields.

  • The more specific you can make your search, the more precise the results will be. Using full keyword searches rather than partial words will bring back the most relevant results. 
  • Capitalization and punctuation within keywords is ignored
  • Special characters such as dash or underscore are treated as text, so if there is a term you know utilizing that special character, then include it in your search; i.e. 'SAP-123' will yield a more relevant result than just searching 'SAP' or even 'SAP 123'.
  • The system will first search for keywords in the language selected as 'Primary'. Then it will search for the remaining items using the secondary language selection.

Type-Ahead: the system provides you suggestions for search terms while you are typing in key words, based on the most common searches.

Search Results Display: the search results display in a particular, logical order:

  1. Courses whose title exactly matches the entire search phrase
  2. Any results where ALL of the keywords appear ('AND' logic), sorted by relevancy
  3. Any results where ANY of the keywords appear ('OR' logic), sorted by relevancy

Relevancy: the default sort order for catalog search results is according to relevancy, which is determined by weight and occurrence. Matches are weighted based on where keywords are found in the content: Title is weighted highest, followed by ID, and then Description. Matches with multiple occurrences of a keyword will be ranked higher than a match with a single occurrence. 

 

Various filter criteria are available on the left navigation area of the catalog, to narrow down your search results. You can combine several filter criteria. Note: performing a keyword search after you have selected one or more filters causes the system to reset the filters. 

Category: this refers to the type of learning, for example: 

  • Instructor-led: scheduled offerings, possibly blended with online content. When selecting Instructor-led additional filter sections will appear (including EGI, MTE, AIE)
  • Online: content that is available for launching on-demand, such as best practice documents or recordings from meet-the-expert sessions
  • Program: a package of bundles assets with dependencies

Delivery method: this refers to the way the learning content is conveyed, more precisely than the Category criteria would.

Topic: this refers to the subject area the learning relates to. You may expand each subject area to search for a more specific topic.

Rating: this refers to the star rating that learners have assigned to the learning items.

You are able to launch online courses from the search results or directly from 'My Active Courses' - see 'My Learning Content'.

To start and complete an online course:

  • Click the Start Course button
  • The online content structure page displays. An online course may contain one or more content objects, that display in the sequential order they should be completed. 
  • Click a content object title link to launch the respective content object. 
  • The online content structure window will launch once the page is loaded.

Note: do not close the online content structure window after you have launched a content item. The window must stay open as some content may rely on this window to save your progress. 

  • When you have completed the learning object, click the Yes button at the bottom of the content page to confirm that the object is removed from My Active Courses and added to your Learning History. The content page closes. 
  • On the online content structure page, click the Return to Content Structure button.
  • Click the stars to rate the course.

To continue an online course that you previously started, but have not fully completed:

  • Click the Continue Course button for the selected online course on My Active Courses to re-launch the online course and activities.
  • The online content structure page displays. Click a content object title link to launch the respective content object.

Your learning history of completed work can be used to track and manage your completed learning activities. Star ratings can also be performed by clicking on the respective number of stars to rate your completed courses. The learning history tile can be found on the 'Learning Content' page. 

Service Booking

You can register to scheduled offerings either from the Catalog Search or from the My Active Courses tile.

  1. Click on the course title to open the course details.
  2. Click Register Now to display the Registration screen.
  3. Review the schedule for the selected course and click Register Now for the session that suits you.
  4. Click Confirm to confirm the registration.
  1. Choose Learning Content -> Continue.
  2. In the Links tile choose Options and Settings > Select a Locale and Time Zone.
  3. Choose your time zone.
  4. Choose Always display Scheduled Offerings in this Time Zone.
  5. Choose Apply Changes.

Service Delivery

The prerequisites for a scheduled offering are listed on the registration page for a respective scheduled offering in SAP Learning Hub, and also provided in the invitation email to participants.

The learning room environment for value maps is monitored 24 hours a day, 5 days a week across all regions for questions and discussions. We endeavor to respond to all questions and discussions within one business day.

Active social collaboration is key to a successful journey through SAP Enterprise Support value maps.

  • The value maps learning room platform connects you with other SAP customers who may share the same interests. 
  • You can also collaborate with SAP experts who are available to answer your questions and moderate discussions. 
  • Providing feedback on the content will also help us to continually improve the assets available for your ongoing innovation.

Support

  1. The Help Center link can be found in the Links tile of your My Learning Content page.
  2. Click the Help Center, then click SAP Learning Hub - Technical Support.
  3. Under Using SAP Learning Hub, choose from the listed options. If your issue is not addressed under these options, continue to step 4.
  4. Choose Get Technical Support to Create a New Ticket.
  5. Enter the subject and the description.
  6. Under Service Category choose Learning Hub.
  7. Choose the relevant Incident Category.
  8. Provide attachments/screenshots showing the errors.
  9. Choose Submit.

Further Information

For further questions about the SAP Learning Hub, edition for SAP Enterprise Support, please refer to our landing page in the SAP Support Portal.

For further general questions about SAP Learning Hub, please refer to the SAP Learning Hub general FAQ, the technical requirements of SAP Learning Hub, and the SAP Learning Hub homepage.

SAP Enterprise Support Academy Program Related Questions

General

SAP Enterprise Support value maps - an empowerment and support program that provides simplification and acceleration of learning and utilization of support offerings.

SAP Enterprise Support value maps provide transparency of required efforts to complete the selected goals, and are designed to help you in adopting intelligent technologies, manage hybrid landscapes, and gain agility to focus your resources on innovation.

Value maps guide you through the knowledge, skills, and services needed to address your business challenges, enabling your company to lead in the experience economy.

  • direct access to SAP experts
  • interactive social collaboration forums
  • accerlated learning and prescriptive guidance 

See the value map landing page on SAP Support Portal for a list of currently available value maps.

  • To access value maps, a one-time registration is required. 
  • Once the registration process is complete, you can access the value maps from the value maps landing page on SAP Support Portal, by clicking the 'Access Value Maps' button.
  • Acceptance of the terms & conditions will be required.

Entitlement and Contingent Check

If a customer loses the eligibility to use the SAP Enterprise Support Academy program (e.g. due to termination of their maintenance agreement), access to the Learning Hub Support edition will be stopped.

For more information about eligibility, refer to the Program Entitlement.

EGI sessions consume 1 and AIE sessions 0.25 contingent days. MTE and self-paced learning is unlimited. Be aware that PSLE customers are not entitled to AIE sessions.

SAP Enterprise Support advisors can check for their customers.

No, pilot sessions are entitlement free.

Once you are a member of the SAP Enterprise Support value maps learning room, you are entitled to use any and all assets and content of the value maps.

  • Exceptions may apply for instructor-led enrollments. See program entitlement for more details.

As we aspire to support you end-to-end with your SAP solutions, we encourage and support cross collaboration between different value map topics. The team who moderates the value maps is closely knit and integrated so they collaborate in the shared pursuit in supporting you throughout your different goals and objectives. Each value map also provides references to other value map topics where applicable. 

Service Booking

Yes, there is no limitation. But pay attention to the time zones and language.

This is a message generated by the system for contingent calculation check. You just need to confirm to complete EGI registration.

Access SAP Learning Hub briefly before the session. Choose Learning Content -> Continue. Under My Active Courses in the field Select All choose Select All -> mark Registrations. In the displayed list of your registrations choose the relevant course and click Join Virtual Session. Adobe connect opens. On the terms and conditions page choose OK, then the session opens.

For additional information, please see the relevant SAP Note.

The EGI portfolio is generally updated on a quarterly basis.  You can usually expect the EGIs to be posted one month before the next quarter.

 For EGIone week prior to the session start date. From this time on:

  • No more customers can register for the session
  • Registered customers can no longer cancel their registration
  • Registered customers will have one contingent day deducted

For MTEone day prior to the session.

In SAP Learning Hub, there is no distinction between recordings and live sessions of the Meet the expert delivery format. To find recordings, please proceed as follows:

  1. The Find Courses tile can be found on the My Learning Content page.
  2. Click Browse all titles.
  3. First enter the search term (If you set the filter first, it will get lost, when you enter the search term).
  4. In the Category field, set the filter to Instructor Led* -> Show courses with online content.
  5. Under Delivery Method, select View all -> Meet-the-expert.
  6. The recording results will be displayed in the course catalog.

*If you choose Instructor-led -> Scheduled courses only, only the scheduled MTE sessions will be displayed.

Currently it is not yet recommended to use the filter option Subject Area, as work in this category is in progress.

As a one-on-one training, an AIE is limited to one customer. However, multiple employees of the same customer are welcome to participate.

More questions? Please refer to our frequently asked questions for accelerated innovation enablement.

Yes, however only the registered participant will be emailed the login details.  He or she can forward them.

See: Can I also invite my colleagues to the scheduled AIE?

If you request a cancellation within at least three business days before the scheduled date, no contingent days will be lost.

Service Delivery

MTE: Login details and calendar invites are sent directly after registration.

EGI: Login details and calendar invites are sent the week before the EGI starts, after the registration period is closed.

AIE: Login details and calendar invites are sent directly after registration.

Please refer to ZOOM - How to Guide for Participants (EGI), covering technical requirements, and how to join the session using Zoom communication software, which combines video conferencing, online meetings and mobile collaboration. Audio settings and specifications to consider are also included.

The instructor will provide a direct telephone number the first day of the session.

All AIE support is virtual.

An extension of the AIE offering is Expert on Demand, where additional questions can be addressed beyond the scope of the general knowledge covered during an AIE.

In-scope are specific architectural and installation-related questions about SAP Business Suite core application releases.

Support

You should contact the instructor directly. Instructors generally provide their contact information during the EGI session.

Use the Contact SAP Enterprise Support Academy button on the bottom right-side of the page.