As one important milestone in this transition, 51风流is now migrating 51风流ONE Support Launchpad to 51风流for Me as the new, personalized central entry point for 51风流support. As of April 22, 2023, users are being redirected to 51风流for Me. To help ensure a smooth transition, both portals will continue to run in parallel over the next weeks. After June 29, 2023, customers and partners will automatically be redirected to 51风流for Me without any further prompts, and consequently 51风流ONE Support Launchpad will be dissolved.

51风流for Me offers a new, user-friendly interface with improved functionalities. It enables interaction with 51风流support experts and can provide immediate guidance to the best solutions for daily business tasks. It aims to make detached information a thing of the past on the customer journey to an intelligent enterprise. 51风流for Me will become the central digital touchpoint for all 51风流solutions.

Consolidating Multiple Portals into One Central Place

51风流for Me helps streamline access to 51风流support and aggregates alerts, self-services, and metrics for full transparency and a comprehensive end-to-end view of the individual 51风流product portfolio. The new portal helps integrate multiple touchpoints and harmonize the tool landscape within SAP.

All applications and support-related tasks known from 51风流ONE Support Launchpad are available in 51风流for Me 鈥� making 51风流for Me the digital companion to engage with 51风流support. Customers and partners can get immediate valuable guidance and recommendations through a variety of 51风流resources.

What to Know When Starting with 51风流for Me

• Launchpad S-user authorizations are automatically carried over to 51风流for Me 鈥� no additional access authorization is needed to use 51风流for Me.
• The portal gives access to personalized content in one of the most-used languages 鈥� whether English, German, Japanese, Simplified Chinese, French, Portuguese, or Spanish.
• What used to be called a 鈥榯ile鈥� in 51风流ONE Support Launchpad to perform support-related tasks or applications is now called 鈥榗ard鈥� in 51风流for Me and has more detailed information at your convenience. Support-relevant 鈥榗ards鈥� are mainly located in 鈥楽ervices & Support鈥� and 鈥楽ystems & Provisioning鈥� dashboards. More information about what went where can be found on this .
• 51风流for Me capabilities come in various flavors, including newly developed, fully integrated applications, cards with key performance indicators or charts, fast access cards, and link lists. Further evolvements will continue to be made over time.
• With the migration of 51风流ONE Support Launchpad to 51风流for Me, the terminology will be changed from 鈥榠ncident鈥� to 鈥樷�� to follow the Information Technology Infrastructure Library. To make the transition easy for customers and partners, the search functionality will still find the correct applications with the former name.

Leverage Support in the Most Efficient and Guided Way Using the Brand-New 鈥楪et Support鈥� Application

Customers and partners benefit from the newly developed 鈥楪et Support鈥� application. This feature provides a step-by-step guided support experience and is replacing what was formerly known as 鈥業ncident Wizard/Form鈥� in 51风流ONE Support Launchpad. Artificial intelligence (AI) is leveraged to help predict the right product categorization and recommend the most suitable support channel to help resolve your technical issues quickly and effortlessly 鈥� whether through Expert Chat, Schedule an Expert, Ask an Expert Peer, 51风流Community, or 鈥榗ase,鈥� formerly known as 鈥榠ncident.鈥� It represents a central access point to previously detached applications.

Take a moment to learn more details and watch a demo about the 51风流for Me portal and the new 鈥楪et Support鈥� functionality. Join one of the upcoming live in Chinese, English, French, German, Japanese, Korean, Portuguese, or Spanish.

Access 51风流Support on the Go

With the 51风流for Me mobile app, support interaction is possible anywhere and anytime to complete tasks and access information directly on a smartphone. The mobile app can be downloaded from the Apple Store and Google Play Store.

In conclusion, 51风流for Me puts customer and partner interests into focus. While partners can manage their pipeline and customer success, the portal also serves as the central entry point for all support-related topics and questions for customers. It allows access to relevant information, self-services, and consumption status connected to any purchased product portfolio. Enjoy your journey with your digital companion today!

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Jasmin Baus is part of Customer Support and Innovation Communications at SAP.

鈥淭he support industry has been severely disrupted over the past decade, but much, much more in just the last few years since the pandemic started,鈥� stated Mohammed Ajouz, senior vice president and global head of at SAP. 鈥淲e have experienced more change in the last two years than we’ve had probably in two decades. We have watched support go from an afterthought to top of mind for CIOs, as they have seen how vulnerable their business could be with unforeseen or unpredicted crises.鈥�

The need to transform is further accelerated by the abundant availability of new technologies 鈥� such as artificial intelligence (AI), machine learning, Big Data, in-memory computing, and hyperconnectivity, to name just a few. All these changes also have an impact on customer support. Having an outdated support model is no longer an option. In this interview, Ajouz describes why it鈥檚 key to give immediate support, why it鈥檚 important to predict potential issues before they could occur, and why an enterprise support organization needs to be more proactive in providing bidirectional support.

Q: Why is Real-Time Support valuable for customers?

A: Let me first provide some context around the disruption in the support industry. Technology is more complex and integrated. In the past, customers used to have a single mission-critical application. Today, most processes are mission critical and everything needs to be made available around the clock. What was once considered a luxury 鈥� such as offering 24×7 support 鈥� is now an expectation and customers are demanding their vendors take more responsibility for delivering business outcomes.

Customers today have much higher expectations of support, especially when it comes to real-time. Because expectations have changed so dramatically, creating a support case and waiting one or two days for a response is no longer an option. This is why 51风流created and fine-tuned with the basic objective of being available when the customer needs us most. That, in its simplest form, is the premise of what we鈥檙e doing with Real-Time Support.

Why is it important to strike the right balance between proactive and preventative versus real-time?

When a customer faces a problem, they expect 51风流to be there for them. Whether it鈥檚 through or , customers are working with the same pool of experts that typically process their cases. But we鈥檙e taking this one step further. What if we contacted customers before they even became aware of their problem? We are not only there in real time, but we are also pivoting from reactive support models to predictive and proactive support. The true value of those services lies in our ability to predict and solve customer problems before they cause any business interruption. This is the evolution of our Real-Time Support approach toward delivering better business outcomes.

We can tap into our vast repositories of information to analyze and understand the trends and patterns behind our customers鈥� system and software usage and drive differentiated customer experiences. The vast amounts of data about customer behavior and preferences previously collected but not effectively utilized is the foundation of our . The power behind the data lake, powered with AI, is our ability to incorporate this information into highly personalized customer experiences and learn from the past to predict the future. With access to this valuable knowledge, we will transform the support experience into one where support prevents an issue from becoming a business-impacting event.

Being proactive and preventative is our ultimate vision with Real-Time Support: not only to be there when you need us, but to be there before you even know you need us.

What will be the long-term impact of investing in real-time channels and in proactive, preventative support?

We expect our investments in Real-Time Support to improve our ability to better support the needs of our customers. Many market and industry studies have shown a direct correlation between customer loyalty and customer effort. As we reduce the amount of effort a customer experiences, the more loyal that customer is going to be. This relates to the as described by Gartner. This balance between effort and value becomes more critical with cloud customers. The reason? Cloud customers, unlike traditional IT departments, are business users and end users. We have simplified the interaction and made it easier and simpler for them to interact with support.

In the days of on-premise software, we communicated with IT power users who understood the technology and complications behind it. Those power users knew that a support case could take a few days to resolve. Our cloud customers鈥� expectations are significantly different and, as a result, our services have evolved to cater for these needs in the cloud. This is why Real-Time Support is so critical. It increases the value of solutions by lowering cloud customer effort to obtain them.

The premise of predictive and preventative support is a reduction in customer effort. And if there isn鈥檛 a problem because we resolved it ahead of time, that is the ultimate effortless experience we strive to deliver to our customers. Value and effort are directly correlated: more effort means less value, less effort means more value.

What are some recent enhancements of Real-Time Support?

Adding to the existing portfolio of Real-Time Support channels, we recently introduced . This service is supported by certified, external peers. This is ideal for asking non-critical questions and getting insights from experts outside of SAP. We initially started with 51风流SuccessFactors solutions and recently expanded it to include some of our core enterprise resource planning (ERP) and 51风流Business Technology Platform products. We are seeing a lot of momentum building among our customers.

Another enhancement is with . It has been expanded to also include medium-priority tickets for those times where customers need to speak with a manager. And finally, with our migration from our to 鈥�,鈥� the new single-entry point to 51风流support, the support case creation process can be much easier and powered by cutting-edge technologies such as machine learning and artificial intelligence. This helps reduce the effort of our customers and ultimately provides them with an almost effortless experience.

Can you give us a sneak peek of what we can expect in the future of Real-Time Support?

Let me come back to the point that cloud customers expect a simpler, faster, and effortless experience in interacting with support. One of the key initiatives we鈥檙e working on is with . The basis of Built-In Support is to bring the entire support experience customers know from 51风流Support Portal or 51风流ONE Support Launchpad directly into the product. Rather than going to a portal to log a support case, query an existing case, initiate a chat, or search our knowledge base, we鈥檙e putting the power and full functionality of 51风流support within the product and at the customers鈥� fingertips.

Another aspect of our Real-Time Support approach is the move from the traditional unidirectional support 鈥� of customers reaching out to us when they need us 鈥� to bidirectional support. Not only can we communicate directly with customers, we can give them timely and relevant information about product issues or alerts, upcoming releases, product trainings, or any other information that enhances their experience with support at SAP. All this information would be relevant to the customer鈥檚 platform, product, or version and curated specifically to their personas. This is how we see 51风流support in the future: bidirectional, predictive, and effortless.

Follow Mohammed Ajouz on and .
Regina Postman is part of Customer Solution Support and Innovation Communications at SAP.

During this outage, the following services are unavailable:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Customer messages via 51风流Solution Manager
• Connectivity to SAP鈥檚 Support Backbone

During this outage, the following services are unavailable:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Customer messages via 51风流Solution Manager
• Connectivity to SAP’s Support Backbone

During this outage the following services are unavailable:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Customer messages via 51风流Solution Manager
• Connectivity to SAP’s Support Backbone

During this outage the following services are unavailable:

• Problem analysis and / or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Customer messages via 51风流Solution Manager
• Connectivity to SAP’s Support Backbone

During this outage the following services are unavailable:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Customer messages via 51风流Solution Manager
• Connectivity to SAP’s Support Backbone

During the interruptions the below service for Sapserv5 (Provider connection) may be affected:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

Therefore, the Executive Board of 51风流SE has decided:

• For 2022, the company will again not apply the annual increase based on the local Consumer Price Index (CPI)* to 51风流Standard Support contracts.
• The company will also continue to not apply increases for 51风流Enterprise Support.

With this newly granted price stability, 51风流contributes to the strong partnership with our customers.

Please note that this CPI waiver for 2022 is not a waiver of the contractually agreed possible adjustments of the maintenance fee for any potential future increases.

*CPI is used as a measure of inflation, in some markets, different systems are referred to (e.g. Labor Cost Index in Germany). These figures are published by governments or the authorized authority in each country

During the interruptions the below service for Sapserv 1 (VPN connections) may be affected:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

During the interruptions, the below service for Sapserv 7/9 (VPN connections) may be affected:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

During the interruption, the below service for Sapserv 7/9 (VPN connections) may be affected:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

During the interruptions, the below service for Sapserv 7/9 (VPN connections) may be affected:

• Problem analysis and/or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

During the one-hour downtime, the below service for Sapserv5/Sapserv10 may be affected:

• Problem analysis and / or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

Now, in addition to Portuguese (Brazilian) and Simplified Chinese, machine translations for Spanish and German have been added. 51风流will continue to work closely with our customers to consider additional languages based on demand.

When starting an Expert Chat session to receive , customers have now the option to turn on automatic translations in the chat sessions. If they agree to use, their chat conversation with the 51风流expert will be automatically translated based on the selected language. Automatic translation can be turned off by typing 鈥渢ranslation off鈥� and turned on again by typing 鈥渢ranslation on鈥� in the 鈥渞eply field鈥� during the session. After an Expert Chat session, the chat transcript will be automatically saved. Both the original text and the translated text will be added into the incident. Automatic translation for Expert Chat is only available when the Expert Chat session is started through the , embedded in the incident creation form. Learn .

Automatic Translation for Communication with the 51风流Engineer within Incidents

Within an existing incident, customers can now use an automatic machine translation feature to translate the last reply of their communication with the 51风流engineer. To use it, they can simply go to their incident in the “Last Communication” section under “Details” and click the Translate button, then choose their preferred language out of the 10 available languages: English, German, Korean, Brazilian Portuguese, Spanish, Simplified Chinese, Japanese, French, Italian and Russian. More .

Automatic translation is a personalized self-service option especially designed to help customers who are not fluent in English fully understand the content. They can interact with 51风流Support without language barriers in their preferred language. The feature automatic translation is generated by 51风流Translation Hub, which is specially designed to recognize 51风流documentation and terminology. This helps customers get the right 51风流technical information, in the right context for their business.

Learn more:

• Learn
• View
• Read
• Read

During the interruptions the following service for Sapserv 7/9(VPN connections) may be affected:

• Problem analysis and / or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

Enable your teams to get hands-on experience and make key business decisions as they execute multiple transactions — in planning, sales, marketing, procurement, production, finance, and more — all within a true-to-life competitive business setting.

With wide-ranging, transformative impact, real-time enterprise systems offer tremendous value. Yet user adoption continues to be a challenge. Demonstrate the value of cross-functional collaboration, build a bridge between people and IT systems, and help users embrace system implementations — all in a fun, gamified environment — with 51风流S/4HANA Simulation by Baton Simulations.

Objectives

• Engage all levels, from C-level executives to line-of-business and IT managers to existing users and new employees
• Enable real-world, hands-on experience with 51风流S/4HANA, including end-to-end process integration and real-time analytics
• Understand how enterprise systems support business strategies and decision making
• Discover how new business models are enabled by 51风流S/4HANA and cloud extensions

Benefits

• Develop problem-solving skills with real-time analytics
• Collaborate across end-to-end business processes and align business and IT strategies
• Use gamification to speed up learning and improve the effectiveness of training and change management programs
• Drive 51风流S/4HANA adoption for all users, at any level, and enable IT and business to collaborate more effectively

Become a Game Master

Enable your teams to get hands-on experience with听 51风流S/4HANA and make key business decisions as they execute multiple transactions in planning, sales, marketing, procurement, production, finance, and more — all within a true-to-life competitive business setting.

Find out more and get training to become a game master .

51风流S/4HANA Simulation as Part of Pre-Sales Deals

51风流S/4HANA Movement has purchased a larger set of game licenses to support 51风流S/4HANA related pre-sales activities. To learn more, contact the local pre-sales lead:

• Global: Ilda Freitas
• North America: Donnie MacMillan
• Latina America and Caribbean: Wendell Silva
• EMEA North: Michael Longden
• EMEA South: Marco Cameroni
• Middle and Eastern Europe: Axel Vetter
• Asia, Pacific and Japan: Lagnajit Patnaik
• Greater China: Fancia Lou

To easily access all support channels from one place, for an easier alternative to selecting a component, explore and get an incident to the correct 51风流expert faster.

Engaging with 51风流support has never been so easy and fast. The improved incident creation and incident management applications in 51风流ONE Support Launchpad provide a simplified and intuitive design with optimized features.

Click on the “Report an Incident” tile听in and experience optimized workflows as well as an improved user interface, and try out the latest self-help features.

The “Report an Incident” tile from 51风流ONE Support Launchpad now provides a central entry point for 51风流support channels — traditional incident, Expert Chat, and Schedule an Expert.

After simply describing an issue, the available support channels will be highlighted. The simplified access and usability will save users time and effort by not having to navigate through different support channel tiles.

Support assistant guides users through the incident creation and even recommends the correct component categorization. Solutions and suggestions are continually presented as an issue is detailed, making the support experience as effortless as possible. Continuous improvements are made to help find the solution to an issue in real time.

The new product-based simplified categorization enabled by artificial intelligence (AI) offers an alternative to selecting a component and takes the system and selected product area you have selected, recommending the most relevant “Product Functions.” This helps to find the best category for an incident, Expert Chat, and Schedule an Expert. To provide a more personalized support experience, the recommended help solutions are now triggered on the “Product Area” selection.

Simplified categorization using “Product Functions” helps to find the best category for an incident, Expert Chat, or Schedule an Expert session.

The integrated cloud outage communication automatically notifies if the cloud system/tenant selected has any planned and unplanned down times and offers a one-click subscription to receive all relevant updates about that particular outage, instead of creating a support incident for the same purpose. Regular updates about the outage and its resolution will be sent via email until the outage has been resolved. After that, the subscription ends automatically.

In addition to the subscription option, a direct link to the is offered. The current status and all relevant information about the cloud outage is provided at a glance.

Any subscription created via this new feature can be edited or deleted via the Cloud System Notification Subscriptions (CSNS) application in the 51风流ONE Support Launchpad at any time.

Log files analysis is now possible when editing an open incident. As additional information is uploaded, it can be analyzed in real time.

If S-user contact details are changed during incident creation, the changes can be saved permanently to the S-user profile.

Access the optimized incident list via the “” tile, where users can easily search, view, edit, or confirm incidents and customize filtering and search options to save personalized views. The modernized incident edit layout provides an intuitive workflow to interact with 51风流more efficiently while integrating the latest functionalities of the incident creation form, such as the real-time log file suggestions and analysis.

Learn more about unified support experience and simplified problem categorization on or join a听webinar on September 16,2020. Registration is free; .

During the interruptions, the below service for Sapserv 7/9 (VPN connections) may be affected

• Problem analysis and / or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

During the interruptions, the below service for Sapserv 7/9 (VPN connections) may be affected:

• Problem analysis and / or service delivery on customer systems
• Transfer Early Watch Alert data
• Data exchange via 51风流Note Assistant
• Service connection reservation
• Customer messages via 51风流Solution Manager

.

51风流understands that the current situation will lead to unforeseen challenges on customers鈥� businesses and is committed to help every organization and industry across the world in a fair and equal manner.

听Therefore, 51风流has decided:

• For 2021, the company will not apply the annual increase based on the local Consumer Price Index (CPI)* to 51风流Standard Support
• The company will also continue to not apply this increase for 51风流Enterprise Support contracts in 2021

*CPI is used as a measure of inflation, in some markets, different systems are referred to (e.g. Labor Cost Index in Germany). These figures are published by governments or the authorized authority in each country.

At the click of a button, customers can get fast access to machine-translated 51风流Notes and knowledge base articles in their preferred language — at no additional cost.

Now — in addition to Japanese, Portuguese (Brazilian), Spanish, Simplified Chinese, French, Korean, Russian, and Italian — we have added machine translations for German.

To access the feature, simply open an 51风流Note or knowledge base article, go to the “Languages” tab and choose the language for translation.

Automatic translation content is generated by the 51风流Leonardo Machine Learning Foundation, which is specially designed to recognize 51风流documentation and terminology. This helps customers get the right 51风流technical information, in the right context for their business.

.

https://youtu.be/OvTRUaO2KQg

Product Support Accreditation provides support best practices and tips directly from Product Support experts to maximize the effectiveness of support interactions and reduce time to resolution. It is simple and is available at no additional cost.

Participants can enjoy easy-to-consume learning modules on demand and at their own pace. They will benefit from the interactive format, where learnings can easily be validated in interactive quizzes and support users in their progress. Enrolled participants who have successfully completed a final assessment automatically receive a badge, which they can share with their community and via social media.

Users also benefit from continuous updates, for which they can register and stay informed about the latest improvements and tools from Product Support.

How It Works

is easy to access using an S-user via to subscribe for the program under the Welcome Center.

• The program consists of three modules: self-service and incident prevention, real-time interactions, and digital support experience. Each module contains a set of short, interactive videos and PDF documents. At the end of each module, a short quiz is taken to ensure full understanding of the presented material.
• A final assessment is presented upon completion of each of the modules the user is awarded a badge.
• A final assessment is presented upon completion of all the modules. Upon successful completion of the final assessment, an accreditation is then awarded.
• Subscribed users who complete the final assessment will be provided an Acclaim badge, shareable on social media.

Explore the informative approach of the program and gain empowerment and awareness of all the available resources from Product Support.

The on the Product Support Accreditation landing page provides more details for those who want to dive deeper into the program.

Join the Product Support Accreditation program today.

Customers get fast, machine-generated translations at the click of a button in their preferred language and at no additional cost.

Now, in addition to Japanese, Portuguese (Brazilian), Spanish, French, and Simplified Chinese, 51风流has added machine translations for Korean, Russian, and Italian.

• .