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Quick Tips:
Schedule an ExpertSchedule an Expert for new issuesSchedule an Expert* is best for Low or Medium priority issues:
Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session. See our FAQ for more details. See SAP Knowledge Base Article 2482688 for how to get started. Schedule an Expert for open incidentsSchedule an Expert* for open incidents:
Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session. See our FAQ to learn more on how to get started. * Schedule an Expert is available for all support levels and almost all solutions. Important TopicsHow to prepare for a session
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:
When applicable, make sure your remote connection is opened and system information is up-to-date Confirm your time zone when creating a sessionIt 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 It is important to confirm that you are creating the session in the correct time zone. Start an Expert ChatExpert Chat support channel is best suited for new* Medium or High priority issues. Expert Chat provides:
See SAP Knowledge Base Article 2213344 for detailed steps on how to get started. Frequently Asked QuestionsWhy is Expert Chat greyed out?Chat may not be available for the component or product function you have selected in the incident form. As a reminder, Expert Chat is available Monday to Friday. Schedule a ManagerSchedule a Manager allows you to book a 15-minute call with an SAP Product Support manager on your medium or high priority support case with a 2 hour lead time under the following conditions: High priority case:
Medium priority case:
You can view the availability and book the session via the SAP ONE Support Launchpad while accessing your case details. Note that Schedule a Manager is not offered for incidents processed within SAP Development support. For more information, visit SAP Community. Incident Solution MatchingIncident 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
To find solutions to your issue:
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 QuestionsWhat is SAP’s Incident Solution Matching service?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. How do I get the best results from Incident Solution Matching?Including the following information in your problem description will significantly improve your search results.
How do I know I am using SAP’s Incident Solution Matching service?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. Why does Incident Solution Matching improve my search results?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. Built-In SupportSAP's Built-In Support moves support right into the application, simplifying and accelerating customer interaction with an embedded digital support assistant, integrated into SAP Fiori launchpad. SAP's Built-In Support provides:
Frequently Asked QuestionsWhat is Built-In Support?SAP’s Built-In Support moves support right into the application, simplifying and accelerating the customer interaction with an embedded digital support assistant, integrated into SAP Fiori launchpad. How does it work?Natural language processing technology, combined with AI and machine learning technologies, allows Built-In Support to interpret the problem at hand quickly and efficiently, providing best-fit guidance tailored to the user's situation, creating a personalized experience. How does it improve my customer support experience?Built-In Support moves support right into your application, providing a seamlessly integrated platform that gives you a consistent support experience. It offers direct access to support content, tools, and channels of SAP's Product Support right at your fingertips - with no implementation efforts required. What are the key benefits of Built-In Support?
Predictive and Preventative SupportSAP's predictive and preventative support features
and functionalities help resolve problems before they even occur. Explore the specific customer tailored real-time interventions to predict and prevent business impacting events and incidents such as cloud health. Frequently Asked QuestionsWhat is predictive & preventative support?Predictive support provides customers with tailored information on how to address issues which maybe unknown or manifest themselves, attempting to eliminate the cause or mitigate contributory factors. Preventative support features and functionalities, such as cloud health, help SAP’s support reach out to the customer with tailored and focused information to prevent issues, their impact and any associated effort. How can I access predictive & preventative support features or services?Trending content is accessible through the SAP ONE Support Launchpad and Product Pages through “Products” in the header navigation of the SAP Support Portal. Cloud health is a key element in how SAP will transform major incident management across the cloud landscape. For SAP Ariba customers, cloud health is fully integrated into the existing support model providing benefit 24x7. What are the key benefits?
Which features or services are already available?
Is there any additional cost involved?No additional cost is involved, as predictive and preventative support can be accessed by SAP customers via S-user or universal ID free of charge for the solutions currently supported. Interaction ManagementWhat information should a patient leave on a voicemail quizlet?Date, time, caller's name, patient's name (if not the caller), patient's date of birth, patient's physician, patient's telephone number, initials of the MA, information related to the reason for the call, medication allergies and the pharmacy telephone number if the patient is requesting a medication refill.
When answering a phone call you should not?Top 10 Things to Avoid Doing When You Answer the Phone. Skip The Speaker Phone. It's convenient, sure – but it doesn't give your callers the sound quality they deserve. ... . Ditch The Chewing Gum. ... . Avoid Distractions. ... . Eliminate Inconsistencies. ... . Limit Background Noises. ... . Don't Whisper. ... . Don't Shout. ... . Do Not Use Poor Equipment.. When a patient calls with a medical question you should?When a patient calls with a medical question, you should? document the patient's information and relay it to the doctor for review.
Which of the following is the most appropriate question to ask when scheduling an appointment quizlet?Which of the following is the most appropriate question to ask when scheduling an appointment: What is the reason for the visit? It is most appropriate to use an answering machine: during the office lunch break.
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Which of the following are priorities in accessing a message left on the answering machine?
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