soporte sap para la economia digital

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Page 1: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum#SAPForum

Bernhard Luecke, Senior Director SAP Product Support

16 de Febrero, 2016

Soporte SAP para la

Economía Digital

Page 2: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Soporte SAP para la Economía Digital

Anticipación

Aceleración

Colaboración

Page 3: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Agenda

What Product Support Offers

Product Support Social Media Program

Page 4: Soporte SAP para la Economia Digital

What Product Support Offers

Page 5: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

What Product Support Offers

• SAP Support Portal -> New Launchpad and Chat

• SAP Community Network

• Knowledge Base Articles.

• Supportability Tools : ANST, PANKS and ST22 Search Notes.

Page 6: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

SAP Support BackboneSAP Service Marketplace

SAP Support PortalThe SAP Support Portal is your one stop for all support and service related needs.

• SAP Notes search and incident wizard• SAP software distribution center• Administration of remote connections• License key & requests• SAP service & software catalog• SAP Enterprise Support Academy

https://support.sap.comFor a personal demo,

visit the Support Portal Getting Started page:

https://support.sap.com/portaldemo

Update: A new SAP Support – SAP One Support Launchpad

Page 7: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

SAP One Support Launchpad

• Logon on the SAP Support Portal you can find the SAP ONE

Support Launchpad on the landing page or go directly to

https://launchpad.support.sap.com/.

• Read more about the Launchpad in this blog series:

SAP ONE Support Launchpad: A Revolutionary New Way to

Access Support

SAP ONE Support Launchpad: Important Browser Support

Information

SAP ONE Support Launchpad: Sneak Preview - License Key

Application

Ready to learn more? Click here to watch a brief video to learn about

how the SAP ONE Support Launchpad will benefit your support

experience.

Page 8: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Real-Time Support using Chat

SAP is now offering chat support for specific product components. You can

start a chat session with a technical expert when clicking the Create

Incident.

More information in KBA 2213344 – How to start a chat with SAP

Support[video] and SCN blogs CHAT SUPPORT has come to BC-UPG

area!.

Page 9: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

SAP Support BackboneKnowledge Support Center

SAP Community Network (SCN)SAP's professional social network, comprises several collaborative communities.

• Discussion forums, blogs & videos

• Quick access to expert advice

• Online trainings• Software downloads

Visit it here:

http://scn.sap.com

Page 10: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

SAP Support Backbone KBA quality rating

New: Your opportunity to provide us with your feedback on the quality of Knowledge Base ArticlesThey now can include videos to share technical information and how-to tips

Notes – produced by Development team with code corrections

KBA’s – produced mainly by Product Support

Page 11: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Supportability Tools : ANST

Searches SAP Correction notes based on the ABAP trace

This tool will help us to find errors

caused by:

Known bug

Customer Code

Customizing Tables

More information in KBA 1818192 –

FAQ: Automated Note Search Tool.

Before using ANST for the first time,

read note 1909768

For more info, watch this video

Try the new Automated Note Search Tool Training Course at the marketplace.

Just click on the following link: Automated Note Search Tool Training / Demo

Page 12: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Supportability Tools : PANKS

Read this blog: Got an error message? The new tool PANKS is there to

help you.

Click here to watch the video

KBA – 2096401 FAQ:

Performance Assistant Notes and

KBAs Search PANKS

Page 13: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Supportability Tools : ST22 Search Notes

Transaction ST22: New icon to automatically search for correction notes.

Find a demo here.

KBA – 2102812 Search for correction Notes in transaction ST22

Page 14: Soporte SAP para la Economia Digital

PRODUCT SUPPORT SOCIAL MEDIA PROGRAM

Page 15: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Page 16: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Follow us on Twitter @SAPSupportHelpLike us at SAP Product Support Facebook PageContact us athttp://support.sap.com/call1sap

SAP Product Support in Social Media

Page 17: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Watch our videos at SAP Service & SupportYouTube channel

And see our latest news also at LinkedIn

SAP Product Support in Social Media

Page 18: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Product Support Accounts – 2015 Throwback

Followers

4.127

Tweets

4.886

Retweets

2.326

Mention

s

788 Favorites

3.137

Posts

481

Likes +

shares

6.926

Videos

posted

58

Channel

views

83.396

Members

579

Posts

95

Likes

343

Page

likes

3.172

2015

Subscribers

783

Watch

time

218.152

min

Page 19: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Reporting

We always respond

inquiries publicly and/or

by direct Messages.

We close the conversation

On Social Media channels,

thanking for reaching out.

Closing

Page 20: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Requests

Hi are you able to provide

PAM for SAP Business

Objects 4.2 please

There are multiple reports

That SAP Lumira is down

Cloud.saplumira.com

Would U please check?

Page 21: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

SAP Product Support Social Media are good because…

• A good move😉• Keep up the good work.• I enjoy a lot!

Page 22: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Page 23: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

Soporte SAP para la Economía Digital

Anticipación

Aceleración

Colaboración

Page 24: Soporte SAP para la Economia Digital

© 2016 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. #SAPForum

© 2015 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other

countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable

for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements

accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned

therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject

to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver

any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned

not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.