New Product Support ChannelAsk an Expert Peer for SAP SuccessFactorsCustomer Success Services, SAP Digital Business ServicesSeptember 17, 2019PUBLIC
DisclaimerThe information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other serviceor subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any relateddocument, or to develop or release any functionality mentioned therein.This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions andfunctionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in thispresentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is providedwithout a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAPassumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or grossnegligence.All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially fromexpectations. 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. 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC2
What is Next-Generation Support?Next-Generation SupportSupport from SAP helps ensure the end-to-end safeguarding of our customers’ investment in SAP solutions and is an integral part of thecustomers’ experience. With the rise of digital technology trends such as cloud solutions, the Internet of Things, and real-time computing,support for business-critical processes in on-premise, cloud, and hybrid landscapes has become more important than ever for ourcustomers.SAP is reimagining support with Next-Generation Support. Next-Generation Support focuses on effortless, anytime,anywhere support, leveraging the latest technology and tools to speed time to answers. Key areas of focus of NextGeneration Support include: Anywhere access through mobile and built-in support More channels of access to SAP for help, and increased ease of access to expert help – seamlessly integrated Easy-to-use and comprehensive self-help tools and resourcesPersonalized help and resources to speed time to answersMore interactive help through use of social mediaNew cloud product-specific tools and dashboards . All seamlessly integrated for an effortless support experienceSAP’s Next-Generation Support is about delivering an amazing support experience to our customers in which we anticipatecustomers’ needs, accelerate their path to accurate answers when they need them, and offer expert help at their fingertips. 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC3
Live Business needs live supportNext-Generation Support for the intelligent enterpriseSelf-service and incidentpreventionTraditionalSAP supportIndustry-leadingproactive and preventivesupport across alldeployment scenarios to avoid rt for theintelligent enterpriseReal-time interactionto speed your time to issueresolutionDigital support experienceto seamlessly integrate with built-insupportArtificial intelligence andmachine learning 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICto accelerate paths to relevantanswers4
How does Ask an Expert Peer fit into theNext Generation Support offering?
Live Business needs live supportNext-Generation Support for the intelligent enterpriseSelf-service andincident preventionReal-timeinteractionsDigital supportexperienceAI / Machine LearningNext-Generation Support has severalcomprehensive solutions – so younever have to ask a question, and ifyou do have a question, you receivean answer instantly.We offer real-time support channelswith live and direct access to SAP’ssupport experts.Benefit from a seamless and intuitiveomnichannel support experience withpersonalized, context- sensitivesupport when and where you need it.SAP constantly innovates to improveour products and provide you with aworld-class support experience. SAP Support Portal Expert Chat SAP ONE Support Launchpad Thought leadership SAP Knowledge Base Articles (KBAs)via Google search Schedule an Expert Social Media integration Ask an Expert Peer Built-in support Artificial Intelligence /Machine Learning Call-1-SAP & Customer InteractionCenter (CIC) Cloud Availability Center Automatic translation SMS notifications Incident Solution Matching SAP Cloud Trust Center Guided Answers SAP BusinessObjects BI support tool Automated search for SAP Notes Performance Assistant SAP Community Support by Product 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC6
Real-time interactionAsk an Expert PeerAsk an Expert Peer lets you collaborate on your technical, product-related questions, one-on-one, with aqualified and approved expert outside of SAP.OverviewBenefitsAccess New support channel optionavailable for all SAPSuccessFactors Solutions* Fast issue resolution for yourbasic inquiries and low tomedium priority incidents Privately interact one-on-onewith a qualified and approvedexpert outside of SAP Reduce your waiting time forresponse and resolution Or by clicking the greenbutton on the home page ofSAP Support Portal Benefit from industry insightsalong with an experiencedperspective about yourquestion *Limited availability: Thisservice is only available forSAP SuccessFactorsSolutions. Peer-to-peer collaboration Visit the Ask an Expert Peerlanding page Check out the video Read the FAQ to learn morePreview Access Ask an Expert Peerdirectly from the landing page Private conversations, issueresolution through chat or email 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC7
How does Ask an Expert Peer work?TraditionalIncidentSchedulean ExpertExpertChatSAP CommunityAsk an ExpertPeerChannelQuestionRoutingExpertPoolSAP SupportEngineers 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICVolunteerCommunityContributorsTested &ApprovedExpertCustomers**Customer experts could be SFX accreditedcustomers, Mentors, Partners, expert customers8
Status as of 09/16/2019Live support channels flowIllustrativeIRTGather incidentrelatedinformationRoot cause analysis insupport and developmentRequestsystem accessPreparationof solutionTypical incident flowTraditional incidentChat processingand screensharing 6 replies to customer14-45 days processing timeRoot cause analysis insupport and developmentPreparationof solutionExpert Chat 5,000 sessions / week60-70% solution rate 30 min length of chat durationOptional process if chat does not result in a solutionExpert Session& Screen Sharing600 sessions / month40-50% solution rate30 min length of call durationSchedule an Expert500 Questions / month88% solution rateMedian IRT 4.5 MinsMedian Processing Time 80 minsAsk an Expert Peer**illustration uses chat scenario.Interaction also possible via e-mail 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICIncident in processat supportIncident in processat customerIncident in processat development (SAP)Question in processat external expertIncident waiting time9
When to use live support channelsScheduleIncidentan ExpertExpertChatAsk anExpert PeerLow & Medium PriorityHigh PriorityVery High PriorityTechnical & Functional IssuesPossible DefectAnalysis may require remoteaccessDesire real-time responseDesire industry-experiencedinsight 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC10
Summary of Benefits The channel lets you collaborate on your technical, product-related questions through private interactionswith qualified and approved expert outside of SAP. With Ask an Expert Peer, SAP has enabled a great new way to get your questions answered by an expertpeer in your field. Ask an Expert Peer is a connection program that fosters peer-to-peer collaboration. When you submit your question, a qualified and approved expert works with you to resolve your issuethrough e-mail or chat. Conversations with your expert are private. Ask an Expert Peer provides you with fast answers. Chatting with the expert peer provides you answers inreal-time. Fast issue resolution for your basic inquiries and low to medium priority incidents. Benefit from industry insights along with an experienced perspective about your question. Quick Assess from the SAP ONE Support Portal or the SAP ONE Support Launchpad 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC11
What products is Ask an Expert Peeroffered for?
SAP SuccessFactorsLearning (LMS) ModuleSAP SuccessFactorsOnboardingSAP SuccessFactorsRecruiting Posting 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICSAP SuccessFactorsEmployee CentralSAP SuccessFactorsSuccession andDevelopmentSAP SuccessFactorsWFA & ReportingSAP SuccessFactorsRecruitingSAP SuccessFactorsHCM Suite Platform TechSAP SuccessFactorsCompensationSAP SuccessFactorsPerformance and GoalsNewSAP9/18SuccessFactorsIntegrations13
Can we add a customcolumn into LMSCertificate syntax tags?Can Event NotificationSubscriptions work withexternal data interfacingthrough BizX platform?SAP SuccessFactorsLearning (LMS) ModuleWe are experiencing anissue with scheduledofferings where if a SO isbooked in conflict with.I want to inactivatean item in LMS butwhen I try it givesme an error saying 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC15
I am trying to builda business rule todynamically triggerby the change offieldsAdhoc reportsoption is notappearing in reportcenterSAP SuccessFactorsEmployee CentralCan we sync peopleprofile from dev toProduction. 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICAnalytics page isthrowing error16
How to accessAsk an Expert Peer portal page in the SAP Support PortalSAP Support Portal home pageSAP ONE Support Launchpad 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC17
Who are the Ask an Expert Peer experts? Expert candidates are hand-chosenand go through testing The strongest candidates are selectedfor each product area Questions are routed to, and visibleonly to experts within the product areathe question is routed to 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ sSAPMentorsExpertPoolCommunityExperts18
“I like that I got three answers, that way I could be sure that it wascorrect. It only took a few hours.”“I rated my satisfaction with 10 because I was really happy with notonly the solution but also the importance the Expert put into myquestion.”“I had two experts answering my question. They both successfullyhelped me in no more than a day.”“By understanding the SAP Worldwide market, involving moreexpertise is better option for success.”Customer quotes 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC19
More information on Ask an Expert Peer and helpful resourcesAsk an Expert PeerAsk an Expert Peer landing page (SAP Support Portal)Video: Ask an Expert PeerArticle: Crowdsourcing Customer Service: How Ask an Expert Peer is Changing Real-Time SupportBlog: How to leverage industry experience and knowledge for your technical support questions (SAP Community)Ask an Expert Peer FAQNext-Generation Support Strategy Overview (SAP Support Portal)SAP SuccessFactors Help (Twitter) 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC20
Thank you.Tod KeifferSAP Digital Business ServicesSAP SE
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