Webinars Details Date Agenda Links
Innovations in Measurement Tools (USMM & LAW) The USMM has not been changed in the last 5 years, but in 2018 a completely new USMM was released. This session should give an overview of the changes and new functionalities in this re-designed measurement tool.   May 07th, 2019
  • Discover the new USMM ​which is already shipped
  • See the latest functionalities in measurement tools
  • Get an overview of the planned developments in 2019 
Meeting Request
Incident Solution Matching - What is AI Driven Support and How Does This Improve SAP Product Support Experience?

What is AI driven support and how does this improve SAP product support experience / ISM?


Incident solution matching is a new service from SAP based on artificial intelligence (AI) technology that helps customers get relevant answers to technical questions faster. As a central part of our machine learning–empowered support process, it proposes solutions automatically within the incident creation form within SAP ONE Support Launchpad so customers can find relevant SAP Notes and SAP Knowledge Base Articles quickly without searching manually. Compared to classical tools, this new AI service accelerates the process of finding relevant solutions by learning from past incidents.


To find solutions to your issue in one quick step, simply access your SAP ONE Support Launchpad and describe your issue as concisely as possible within the incident creation form. You will automatically receive possible solutions ranked in order of relevance. 

April 23rd, 2019
  • Discover how AI driven support can improve SAP product support
  • Understand the SAP machine-learning empowered support process
  • Get to know Incident Solution Matching 
Meeting Request
SAP's Built-In Support

SAP's digital support experience (DSX) with support built into the product provides customers with direct in-solution access to support through an intelligent digital assistant and represents a fundamental shift in how SAP Support interacts with customers in the cloud business.


This radically simplifies the process of requesting help and resolving the issue through machine learning, sophisticated intent-matching features and context-sensitive knowledge that provides personalized support.


Learn  and see how built-in support works as integrated part of SAP applications, how it re-defines customers' support experience, get insight into the technology behind built-in support and find out how your company can benefit from it. 

April 16th, 2019
  • Understand how SAP's built-in support innovates and simplifies the customer support experience
  • Learn about technology & innovation behind built-in support
  • Gain further insight on how SAP's built-in support with develop over time and how this will help you and your company 
Meeting Request
Service Ticket Intelligence with SAP Leonardo Machine Learning

If businesses want to increase customer loyalty, they have to provide a good customer service. Bad support services often result in customer churn despite a generally high brand and product satisfaction. It is therefore crucial for businesses to provide good and fast solutions to service requests and to create a pleasant customer experience during service complaints.


SAP Leonardo offers intelligent services to improve your customer service (and consequently customer experience) by predicting the right service category for new incoming tickets and directing them to the right processor straight away. The intelligent services moreover provide similar historical tickets to the person processing the request. 

April 09th, 2019
  • Learn how SAP Leonardo can speed up your time to solution proposal
  • Learn how SAP Leonardo can help direct your customers' tickets to the right processor immediately
  • Learn how SAP Leonardo can help find the correct solution for your customers' tickets faster
  • Learn how SAP Leonardo can be consumed via the native integration to SAP C/4 Service Cloud and on SAP Leonardo Machine Learning Foundation 
Meeting Request
Use Schedule an Expert to Discuss Technical Issues - Experience the Benefits of a Real-Time Conversation With an SAP Support Expert to Solve Your Problem Discover the SAP Next-Generation Support real-time channel Schedule an Expert and how it can help you implement and operate your SAP solutions, in any deployment model.​ Similar to booking an online doctor's appointment, the Schedule an Expert service lets you connect one-on-one with SAP support in a live, 30-minute Skype call. Describe your technical issue, select the product area and a time that is convenient for you, and we will find a support expert to assist you.​ Talk to the same SAP engineer that you would create an incident with – but spend less time waiting for a response and resolution​ April 04th 2019

Schedule an Expert is ideal if you:​

  • Prefer a live conversation with a support expert instead of instant messaging or submitting written incidents ​
  • Want to use screen sharing to illustrate an issue​
  • Need to schedule colleagues on your call with SAP support​
  • Want tips for prevention of incidents​
  • Schedule an Expert is available for all support levels, for new and open incidents.   
Meeting Request
Use Expert Chat to Solve Your Technical Problems Discover the SAP Next-Generation Support real-time channel Expert Chat and how it can help you implement and operate your SAP solutions, in any deployment model. Expert Chat is a live chat service best suited for new medium or high priority issues. It instantly connects you to SAP technical support experts. Real-time interaction with screen sharing creates a faster and more direct route to issue resolution, which improves customer satisfaction while reducing project and operational costs. It's available for all support levels and almost all solutions – at no additional cost. ​  April 04th 2019

Expert Chat benefits include:​

  • Time savings: Businesses that implement Expert Chat begin to experience significant increases in value from their maintenance and support agreements with SAP.​
  • Reduced downtime: Expert Chat can reduce the amount of time businesses spend supporting SAP products, including resolving incidents and issues.​
  • Efficient issue resolution: Through the Expert Chat service, SAP optimizes support process by consolidating all necessary information at an early stage to solve an issue during the interaction.  For more complex issues, a follow-up will take place as an incident. 
Meeting Request
Get Instant Access to SAP Product Support with SAP Next-Generation Support Real-Time Channels  Live business needs live support. Learn how to choose the right channel for your questions. ​Explore the benefits of Expert Chat and Schedule an Expert for your SAP solution. ​
Experience how to reduce time to resolution with SAP's live support channels.​ 
April 02nd, 2019
  • Learn how to choose the right live support channel.​
  • Learn how to start an Expert Chat or a Schedule an Expert session.​
  • Find out how to use these channels for new and open incidents.​
  • Gain insights on how SAP's real-time support channels help you to find answers and get help much  
Meeting Request 
SAP ONE Support Launchpad: What's New: 2018 to Date

The SAP ONE Support Launchpad and the new Service and Support Applications are the 3rd most visited website of SAP - more than 90.000 unique users are using them every day. Whether you need to find an answer to a question, get information about the availability of your SAP Cloud solution, or plan to update your on-premise solution – it is all available at your fingertip, centrally in one place. Join this session to discover the newest innovative applications and features, such as reports on the quality of your incidents, artificial intelligence, Worklists, Smart Navigation, and may more.

See them live and in action - experience how they support you, to best perform your daily support related tasks! 

March 25th 2019
  • Understand where to find the latest information regarding the SAP ONE Support Launchpad
  • Experience new applications and functionalities released from 2018 to date
  • Discover the benefits of the SAP ONE Support Launchpad Piloting Program 
Meeting Request
SAP ONE Support Launchpad: Overview and How to Get Started

The SAP ONE Support Launchpad and new Service and Support Applications are the 3rd most visited website of SAP - more than 90.000 unique users are using them every day. Whether you need to find an answer to a question, get information about the availability of your SAP Cloud solution, or plan to update your on-premise solution – it is all available at your fingertip, centrally in one place. Join this session and learn what the SAP ONE Support Launchpad can offer to you, and how it can facilitate your daily support-related tasks.

Experience how Personalization, Favorites, Search, Smart Navigation and many other features help you use the SAP ONE Support Launchpad to its full potential!

March 19th 2019

  • Understand the guiding principles of the SAP ONE Support Launchpad
  • Discover its scope and capabilities
  • Experience the benefits of key features such as personalization etc. 
Meeting Request
How to Prepare for the SAP Support Backbone Update SAP's support backbone is the central infrastructure located at SAP to provide technical support to our customers. This infrastructure has been updated. The legacy infrastructure remains in place to allow a safe transition for customers. Customers need to switch to the new infrastructure before January 2020 to ensure continuous connectivity.

This update impacts SAP Solution Manager and Focused Run, and also every other ABAP-based SAP system which is connected to the support backbone. 


In this session, you will learn about the impacts of the support backbone update on SAP Solution Manager and Focused Run, and what you need to do to ensure connectivity of these systems to SAP after January 1st, 2020. You will also learn where you can get more information about the support backbone update and the required activities.


March 18th 2019
  • Understand how to prepare for the SAP Support Backbone Update
  • Learn about the impacts of the update
  • Find out where to get more information


Meeting Request
SAP Next-Generation Support: Overview Session  Discover key concepts of SAP Next-Generation Support and how it can help you implement and operate your SAP solutions, in any deployment model.​

The Next-Generation Support approach provides always-on support to help our customers transition toward the intelligent enterprise. This includes live support channels, context-sensitive help and support built into our software, and self-service access to our vast knowledge base and user community. Customers gain direct access to our support experts when needed. ​ 

March 14th 2019
  • Real-time support channels like the Expert Chat and Schedule an Expert ​
  • Self-service tools like the SAP Knowledge Base Article service and the Guided Answers​
  • Support built directly into the product, with a digital support assistant based on SAP CoPilot, currently available for SAP S/4HANA Cloud​ 



SAP Solution Manager and Cloud ALM SAP delivers a new Application Lifecycle Management offering: SAP Cloud Application Lifecycle Management (SAP Cloud ALM). 
Learn more about this new tool and discuss with the SAP expert if SAP Cloud ALM is relevant for Customer Centers of Expertise.
March 11th 2019 
  • What is SAP Cloud ALM?
  • How does it relate to SAP Solution Manager? What is the roadmap?
  • What does your Customer COE need to do now?



SAP Customer Center of Expertise - Overview The Customer Center of Expertise (Customer COE) is the central collaboration hub on Customer side with two maturity levels for SAP business and IT departments, to act as service provider and business innovation enabler - regardless of whether the Customer has an on-premise or Hybrid/Cloud environment. Starting with a Primary Customer COE Certification, customers establish the foundation for their Customer COEs to then continuously prove their maturity and become certified Advanced Customer COEs that facilitate support and drive innovation in their organizations. March 05th 2019 - 05:00 PM (CET) and 10:00 AM (CET)

Customer Center of Expertise (Customer COE)

  • Concept and Key components

Certifications by SAP of the Customer COE Organization

  • Primary and Advanced
  • Criteria, requirements, key success areas, key elements, roadmap
  • Advanced IT Operations Self-Assessment



License Utilization Information Application
SAP recently announced applications for Customer COE contract & license management activities - License Utilization Preparation Area (LUPA) and License Utilization Information (LUI).
LUPA is the first step before the actual system measurement can take place for all On-Premise customers. Within this application, the measurement process can be planned accordingly and prepared correctly. Once the measurement is completed, the results are sent to LUI for further checks.
The LUI application provides a comprehensive overview of SAP License Entitlement and SAP Software Usage for SAP Public Cloud and for SAP S/4HANA On-Premise customers.
January 17th 2019
  • License Utilization Information Application (LUI)
  • License Utilization Preparation (LUPA)
  • Contract and License Management
  • Features and Funtions of the LUI and LUPA applications 
  • LUI andd LUPA roadmap



SAP Innovation and Optimization Pathfinder for Lines of Business

Learn how CIOs and IT managers leveraged the Pathfinder – to strengthen their bonds with the lines of business, to optimize their ERP operations, and to build their SAP roadmap and digital transformation.
November 5th
  • Introduction and Overview
    • Customer Challenges
    • Solution
    • How to Read the Report
  • Example: SAP Innovation and Optimization Pathfinder – Finance Edition
  • How to Request the Report



Increase Your IT and Business Users' Skillset and Maturity: SAP Enterprise Support Academy Are you aware that Enterprise Support offers multiple learning formats for your IT and business users at no additional cost? Introducing the SAP Enterprise Support Academy. This program helps you build up the knowledge and skills needed to fully maximize your investment with SAP. You have access to learning content and services in multiple formats, supporting different learning styles and needs, from ad hoc problem solving to structured, long-term knowledge acquisition. October 24th 
  • The digital era is evolving into the Intelligence Era 
  • SAP Enterprise Support is the foundation of continuous customer success 
  • SAP Enterprise Support Value Maps



Essential Tips on SAP Incident Processing You are invited to participate in a live Knowledge Transfer Session for Customer Center of Expertise. You can learn information on the Incident Handling core processes that SAP support engineers follow from initial processing, troubleshooting, to solution. May 23rd 
  • Incident Handling
  • Initial Processing and Troubleshooting
  • Incident Process Flow
  • Communication Types
  • Make the most of your support interaction for rapid solutions 



Collaborate and Maximize Your Success with SAP Enterprise Support Value Maps SAP Enterprise Support Value Maps help you to navigate intuitively through services, offerings, and tools available from SAP Enterprise Support. Learn more about this on-demand, 24/7 collaborative and social network platform that connects you directly with SAP experts, engineers, and peers. May 17th 2018
  • Learn about the on-demand, collaborative and social network platform
  • Connection with SAP experts, engineeres and peers



Live Business needs Live Support Next-Generation Support for the Digital Enterprise March 2018
Self-Service and incident prevention, Real-Time interaction Expert Chat, Schedule an Expert, Ask an Expert Peer, Customer Interaction Center, Digital Support Experience
What a Customer COE should know about Incident Management This Meet the Expert Session provides insights about Incident Management rules, processes and important functionalities (such as Expert Chat, report and manage incidents, solution finding and more...) May 2017

Live demo in SAP ONE Support Launchpad applications:

  • how to find a solution
  • how to report and manage incidents
  • how a perfect incident looks like.




What a Customer COE Should Know About his or her Role in the New Hybrid World

The Customer COE needs to change when Cloud solutions are used in hybrid scenarios. This MTE will give first insights and ideas what are the new challenges and how to work on the new requirements in a hybrid world. January 2017
  • How will Cloud solutions change the role of the SAP Customer COE?
  • How to position as a SAP Customer COE in the new hybrid world?
  • Get first insights and ideas what are the new challenges for CCOE in a hybrid Scenario



SAP ONE Support Launchpad - Personalized Access to the Support World SAP ONE Support Launchpad is the central, harmonized and simplified entry point to support regardless of your solution. It can be easily personalized to fit your needs, provides a consistent user experience, and is great in supporting you to successfully accomplish your daily service and support related tasks.

The Cloud Availability Center provides you an overview on the status of all your SAP cloud products.

And you can see all of your incidents upfront, via the Incident Dashboard.
March 2017
  • Cloud Availability Center 
  • Easy Personalization

What a Customer COE should know about Incident Management Applications

WEB-Session where SAP-experts will explain and demonstrate the use of the applications for Incident Management of SAP's ONE Support Launchpad. You will gain firsthand insight through demos of all applications needed to personalize the Launchpad, to find a solution and to report and manage incidents. October 2016
  • SAP ONE Support Launchpad: Personalized Access to the Support World
  • Introduction to the Incident Management Applications
  • Live Demo
           > How to search for solution
           > How to report an incident
  • Tips & Tricks

SAP License Administration Workbench 2.0: Introduction and initial experience

SAP recommends to consolidate the measurement results of each SAP system in the License Administration Workbench (LAW), if multiple SAP software installations and/or systems are in use. February 2016
  • Motivations for the Redesign of LAW 2.0
  • New Functionalities of LAW 2.0
  • System Requirements
  • System Demo
  • Hands-On Experience
  • Documentation & Support


Webinar Replay


Virtual SAP Enterprise Support Day

March 20th 2019

The Transition to an Intelligent Enterprise
A Journey of Visionary Collaboration, Focus, and Agility
Intelligent enterprises have a unique affinity for differentiating themselves with new capabilities, skills, and technology. With outcome-targeted services and proactive support offerings, SAP is empowering companies to adopt this vision and set the foundation for a lean enterprise structure.
Attend this global virtual event on March 20, 2019, to get expert insight into how our portfolio can support the future success of your business.

Go to the registration page

Please keep in mind, to be able to register, you will need to have signed up with the SAP Learning Hub of the SAP Enterprise Support Academy.

SAP Customer COE & Support Infotag

November 7.-8.2018, Walldorf, WDF21, Germany

"EinBlick Voraus"

Die digitale Transformation und die Nutzung der damit verbundenen SAP-Innovationen ist eines der zentralen Themen, das sowohl Fachbereiche als auch die IT beschäftigt. Lassen Sie sich an unserem Infotag für Customer COE-Mitarbeiter und IT-Experten zu den neuesten Entwicklungen und Erfahrungen mit den Lösungen SAP S/4HANA, SAP HANA Enterprise Cloud und SAP Leonardo in Walldorf auf den aktuellsten Stand bringen.



SAP CCoE Forum & 
Enterprise Support Infoday

September 4th 2018, Regensdorf, Switzerland 

Informationen aus erster Hand aus der SAP-Welt, Kundenberichte und Erfahrungsaustausch stehen im Zentrum in der Fachtagung - praxisorientiert und kompakt aufbereitet für CC-Leiter und Interessierte.