Date: December 11, 2019 - 04 pm (CET)
Presenter: Romy Sachse, Senior Support Engineer, Product Support, SAP SE
                      Darragh Doyle, Senior Support Engineer, Product Support, SAP Ireland
 

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 1st 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.

Since we have many changes on the past few months this session will bring the latest resources and news on this topic.

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.

Other topics that will be covered on this session

•            How to prepare for Digitally Signed Notes

•            Minimum requirements for Full Connectivity with SAP Solution Manager

•            Full Connectivity x Partial Connectivity using SAP Solution Manager

•            What to do if you need support

Links:

Meeting Request

Date: December 11, 2019 - 05 pm (CET)
 

Getting to know more about the support process - a brief introduction to the Customer Interaction Center and look at some of SAP's support sites

SAP One Support Launchpad focusing on User Management, the process of downloading software, requesting license keys, how can you look after your system data, searching the knowledge base for possible solutions, the different options for contacting the product experts and finally a look at what should be included in the perfect incident.

Links:

Meeting Request

Date: January 30, 2020 - 04 pm (CET)
Presenter: David Molinera, Technical Product Manager Machine Learning, SAP ESPAÑA

What is AI driven support and how does this improve your incident management and incident creation process?
 

SAP’s incident management process has been considerably optimized and simplified by AI and machine learning technologies. Today, solutions like Incident Solution Matching or the component predictor help customers in an optimized and simplified way to find answers to their questions faster and easier. Also the creation and management of incidents has been improved considerably. For example, as a part of our machine learning–empowered support processes, solutions are automatically proposed 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.
 

This webinar will provide you an overview on the AI driven processes and how the customer support experience has been improved by implementing AI technology and machine learning. Join the session and discuss your questions with our AI experts.

Links:

Meeting Request