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.  

予測型サポートでは、不明な問題や発生する可能性がある問題の解決法について、それぞれのお客様に合わせた情報を提供し、原因の排除や要因の軽減に取り組みます。

予防型サポート機能（クラウドヘルスなど）では、問題とその影響、および関連する作業の発生を防ぐため、SAP のサポート担当者がお客様に応じて焦点を絞った情報を提供します。

トレンドコンテンツには、SAP ONE Support Launchpad と、SAP Support Portal のヘッダーナビゲーションの "製品" をクリックすると表示される製品ページからアクセスできます。

クラウドヘルスは、SAP がクラウドランドスケープ全体における主要インシデント管理を変革していく上で重要な要素です。SAP Ariba をご利用のお客様については、クラウドヘルスは 24 時間 365 日利用可能な既存のサポートモデルに完全に統合されています。

• お客様に合わせたトレンドデータが、お客様が必要とするポイント（現在は製品ページおよび SAP ONE Support Launchpad）で提供されます。
• クラウドヘルスでは、すべてのユーザーアクションのパフォーマンスデータとエラーデータを分析することによって、従来の監視を再定義し、お客様の声なき声から直接導き出された予防アクションを実現します。
• オンデマンド購読により、関連するクリティカルなクラウドの停止についての最新情報が SAP ONE Support Launchpad で提供されます。

• 現在、トレンドコンテンツは SAP ONE Support Launchpad（インシデントウィザード）および製品ページ（現時点では SAP HANA が対象、ただし今後すべての製品に拡張予定）で提供されています。
• SAP Ariba をご利用のお客様については、クラウドヘルスは 24 時間 365 日利用可能な既存のサポートモデルに完全に統合されています。
• 関連するクリティカルなクラウドの停止についてのオンデマンド購読を SAP ONE Support Launchpad で利用できます。

追加の費用は発生しません。予測および予防型サポートは、現在サポートされているソリューションについては、SAP のお客様であれば S ユーザーまたは共通 ID を使用して無料でアクセスできます。