Schedule an Expert
(英語のみでの対応となります)
優先度が低位または中位の問題に適しています。
- 30 分間の電話会議を予約できます。
- その問題の専門家である SAP サポートエンジニアとおつなぎします。
- 問題解決とともに、知識を深められるチャンスです。
プロダクトサポート
SAP 製品に関してお困りのことがございましたら
- まずは、ナレッジベースで回答を検索してください。
- お困りの問題がご利用中の SAP ソリューションの標準機能に関するものであり、ナレッジベースでは解決できない場合は、お客様のビジネスへの影響度に応じて以下のいずれかのチャネルで SAP プロダクトサポートにお問い合わせください。
- それ以外のお問い合わせについては SAP Community Questions & Answer をご利用いただくか、SAP の他のリソースにアクセスしてください。
Expert Chat
(英語のみでの対応となります)
優先度が中位または高位の問題に適しています。
- チャットでサポートを受けながら問題を解決できます。
- 複雑な問題については、インシデントを使ってフォローアップいたします。
従来のインシデント
優先度が高位または最高位の問題に適しています。
- SAP ONE Support Launchpad を使用してインシデントを登録すると、SAP プロダクトサポートに転送されます。
- SAP サポートエンジニアと密接に連携できます。
ヒント:
- SAP Note 83020「サポート部門とコンサルティング部門の問い合わせの切り分け」および SAP Note 2706322「サポート部門とコンサルティング部門の問い合わせの切り分け: クラウドソリューション」に記載のとおり、これらのチャネルは SAP 製品に関する技術的/機能的な問題の場合にのみお使いください。
- それ以外のお問い合わせについては、SAP Community Questions & Answers をご利用いただくか、Ask an Expert Peer の体験プログラムにご参加いただくか、または SAP エコシステムの他のリソースにアクセスすることをご検討ください。
- 最も適切なチャネルをお選びいただけるように、各優先度の詳細な説明を SAP Note 67739「問題インシデントの優先度」に記載しています。
Schedule an Expert
（英語のみでの対応となります）
Schedule an Expert for new issues
Schedule an Expert* is best used for Low or Medium priority issues:
- Live, one-on-one 30-minute call
- Quicker resolution compared to an average Low/Medium incident created in the Launchpad
- Opportunity to screen share for a better understanding of the issue
Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session.
See our User Guide and FAQ for more details about Schedule an Expert.
See SAP Knowledge Base Article 2482688 for detailed steps on how to get started.
Schedule an Expert for open incidents
Schedule an Expert* for open incidents is now available to our customers:
- Available for low, medium or high priority incidents within Product Support only
- Live, one-on-one 30 minute call with the SAP incident processor
- Less ping pong and more efficient incident processing
Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session.
See our User Guide and FAQ to learn more on how to get started with booking sessions for your open incidents.
See the video below to learn more about Schedule an Expert for open incidents.
* Schedule an Expert is available for all support levels and almost all solutions.
Please take 5 minutes to complete this online survey about Schedule an Expert. We would love to hear your thoughts, so we know how to improve our offerings and services.”
Important Topics
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:
- Go to the Launchpad
- Click on the Personalize icon in the upper left corner
- Scroll down to the Miscellaneous section
- Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen
- Open the incident in SAP ONE Support Launchpad, click Edit on the bottom-right of the incident page.
- 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)
- 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:
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:
It is important to confirm that you are creating the session in the correct time zone.
Important Topics
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
On May 26th, Schedule an Expert sessions for existing open incidents became available on a limited basis. This offers an easy way to book a time of your choosing to discuss the technical details of your existing support incident with the assigned support engineer.
Schedule an Expert for open incidents will be rolled out in a phased approach. Phase 1 will be available for P2/High priority incidents opened under a product where Schedule an Expert for open incidents is offered (see below), and will be provided by a limited number of support engineers.
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:
- Go to the Launchpad
- Click on the Personalize icon in the upper left corner
- Scroll down to the Miscellaneous section
- Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen
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:
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 Timezone in User Profile" on the "4. Our Availability" page.
You can also change your default time zone by accessing the link below:
It is important to confirm that you are creating the session in the correct time zone.
Expert Chat
（英語のみでの対応となります）
Expert Chat support channel is best suited for new* Medium or High priority issues.
Expert Chat provides:
- Real-time support from an SAP Product Support Expert
- Ability to screen share
- Quicker resolution as compared to an incident created in the Launchpad
See SAP Knowledge Base Article 2213344 for detailed steps on how to get started.
Frequently Asked Questions
Chat may not be available for the component you have selected in the incident form. Alternatively, there may not be a support engineer available to chat at the time.
A functionality allowing VAR-delivered support partners to use Expert Chat for their end customers' systems is currently not available.
More information is available in the Incident Management for VAR Partners document.
No, if the support engineer is unable to resolve your issue at the time, they will continue the incident submission process for you. The chat transcript will always be captured and recorded in your incident log, whether the issue is resolved immediately or not.
Yes, the chat transcript will be recorded in your incident log for your review.
When you open a new chat session, you will be connected with a trained SAP expert from our team. There are no robots or automated responders.
You are welcome to use the chat functionality to get assistance for any technical problems for which you were not able to find an answer in our SAP Note or Knowledge Base Articles (KBA).
The best way to speed up processing or escalate an existing incident is to contact the Customer Interaction Center (CIC).
See SAP Knowledge Base Article 2571224 for more details on how to follow up on an open incident.
We do not limit the number of times you may contact support using chat. However, we recommend you start only one chat session per problem or question that you have.
インシデントの登録
優先度が優先または最優先の問題が発生した場合は、SAP ONE Support Launchpad を使用し、SAP サポートと協力してインシデントを登録してください。
- オンプレミスのお客様はリモート接続がオープンされていることを確認し、該当する有効な通信データを提供してください。詳細については、SAP サポート技術情報 2633442 を参照してください。
- インシデントの登録方法の詳細については、SAP サポート技術情報 1296527 を参照してください。
インシデントの説明を詳しくご記載いただくことにより、連絡回数が少なくなり、処理が速く進みます。
インシデントでは必ず次の情報を入力してください。
- 問題の詳細な説明
- 問題を再現する手順（該当する場合）
- ナレッジベースでの検索結果
- 関連するスクリーンショットとログ
- オンプレミスのお客様は、リモート接続がオープンされていること、また、システム情報が最新であることを確認してください。
- 処理の遅れを避けるために、お客様の連絡先情報（名前、電話番号、電子メールアドレス）が正しいことを確認してください。
Incident Solution Matching
（英語のみでの対応となります）
Incident solution matching is a service based on Artificial Intelligence (AI) and machine learning technologies that helps you get relevant answers to technical questions faster.
Learn more on AI-driven support and how it will change your support experience.
Incident Solution Matching
- uses a collection of interaction data to automatically train and improve the models
- helps to accelerate time to resolution
- runs on SAP's infrastructure
- accelerates the process of finding relevant solutions by learning from past problems
To find solutions to your issue, simply:
- access your SAP ONE Support Launchpad and start to report an incident
- provide a concise and clear description of your issue. The more detailed information you provide, the more matching results you will get
- review the list of recommended solutions (SAP Notes and SAP Knowledge Base Articles) ranked in order of relevance
- Select a component from Component field and “incident solution matching” will refine the results even more
Learn more on AI-enabled incident wizard in SAP ONE Support Launchpad
The more you use the service, the more relevant the recommendations become.
Frequently Asked Questions
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.
- 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.
- 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.
ビルト・イン・サポート
SAPのビルト・イン・サポートでは、サポートがアプリケーションに直接統合されるため、サポートエクスペリエンスがさらにシンプルに統一されます。
SAPのビルト・イン・サポートでは、以下が可能です。
- ソリューション内からの SAP サポートチャネルへのアクセスとベストプラクティスサポートの検索
- 自然言語処理技術によるパーソナライズされた対話型エクスペリエンス
- シンプルなフォーム、分類の自動化、プロセス全体での関連データの転送機能を備えたコンテキスト認識型ツールによるカスタマーエクスペリエンスの改善と問題解決にかかる時間の短縮
- SAP CoPilot デジタルアシスタントのチャット機能を利用したナレッジおよびスクリーンショットのリアルタイム共有によるエキスパートや内部キーユーザーとのコラボレーション
注記: SAP のビルト・イン・サポートでは、エントリーポイントとして SAP CoPilot が必須です。
現在、ビルト・イン・サポート機能は SAP S/4 HANA Cloud と SAP Integrated Business Planning のみで利用可能です。
よくある質問 (FAQ)
SAP のビルト・イン・サポートでは、サポートがアプリケーションに直接統合されており、組み込みデジタルサポートアシスタントによってよりシンプルかつ迅速なカスタマーインタラクションを実現します。ビルト・イン・サポートは、SAP Fiori 2.0 ラウンチパッドの不可欠な要素として SAP CoPilot からアクセスできます。
ビルト・イン・サポートでは、SAP の機械学習機能と高度なインテントマッチングを使用し、自然言語処理によってユーザーの要求を分析します。SAP CoPilot のコンテキスト依存ナレッジとビルト・イン・サポートツールにより、パーソナライズされたサポートエクスペリエンスが提供され、問題解決までの時間が短縮されます。
ビルト・イン・サポートではユーザーの作業状況が識別され、プロアクティブな支援が提供されます。その結果、分類の自動化、シンプルなフォーム、プロセス全体での関連データの転送によってカスタマーエクスペリエンスが改善され、問題解決までの時間が短縮されます。
ビルト・イン・サポートには、SAP CoPilot から簡単にアクセスできます。詳細については、こちらの ブログ記事を参照してください。
- SAP CoPilot からの容易なアクセス
- アプリケーション内でのヘルプの提供とサポートへのアクセス
- パーソナライズされたサポートエクスペリエンスの提供と問題解決までの時間短縮
- 質問の記述、スクリーンショットやその他のコンテンツをインシデント登録フォームへ簡単に追加し、チャットセッション内で使用
- SAP S/4HANA Cloud
- SAP Integrated Business Planning
こちらのリンクから、SAP の次世代サポートサービスすべてに関する概要をご確認ください。
はい。こちらのリンクから、最新のカスタマーサーベイにお気軽にご参加ください。
追加費用はかかりません。現在対応しているソリューションについては、ビルト・イン・サポートに無償でアクセスできます。
連絡管理
SAP で処理中のインシデントのステータスを確認したり、完了した（確認済み）Expert Chat と書面によるインシデントの解決策を閲覧したりすることができます。
Schedule an Expert セッションで作成されたインシデントもここに表示されます。
予約している Schedule an Expert セッションの表示、スケジュールの変更およびキャンセルが可能です。
問題が解決した場合、または SAP プロダクトサポートの対応が不要になった場合は、インシデントをクローズ（確認済に）してください。