SAP Community - Support Services

SAP’s Commitment to Business Continuity that Protects what Matters

2025-10-01T10:49:05.255000+02:00

When people want to guard valuable items from their personal collections, they turn to protected places, such as banks, where they can rest safely, shielded from any unanticipated events. For centuries, individuals have entrusted institutions to safeguard what is most treasured by them, whether personal belongings or other assets. In the same fashion, SAP is dedicated to assisting customers protect their business value.

Disruptions can happen at any time. The difference stands in how well-prepared customers can be for these challenging periods. For example, Black Friday and Cyber Monday are the busiest shopping periods of the year for retailers. During these events, downtime or poor performance can cost millions in lost sales and customer trust, which could hamper core business operations.

Holiday Season Readiness Program

To support industries processes during these times, SAP enhanced the Holiday Season Readiness Program for Commerce Cloud customers. This joint initiative between Support, Engineering, and Cloud Operations ensured retailers were fully equipped with:

Introduction of a Preventative Care Model powered by AI and automation, using the Agentic AI framework to proactively detect and even resolve issues before they impacted customers.
Weekly health checks, 360° action plans, proactive cases, and a 24x7 global control room with real-time monitoring and on-site staffing.

SAP for Me

Aligned with our commitment to being a reliable partner, SAP for Me is evolving into a customer’s digital companion, in one of the most exciting innovations within SAP. It’s no longer just a portal; it’s becoming a central hub for transparency, guidance, and predictive insights. It holds:

AI-driven transparency - SAP for Me aggregates critical alerts, metrics, and insights across a customer’s entire SAP product portfolio. With the integration of Business AI, it now gives visibility into AI unit availability, consumption, and expirations, helping customers avoid surprises and plan proactively.
Proactive business assurance - Instead of waiting for a billing or system issue, SAP for Me provides real-time and predictive views into usage, health, and risks. For instance, customers can track consumption trends by product and feature, updated hourly, and receive early warnings when capacity is at risk.
Simplified control - All AI usage is linked to finance and legal statements, so customers get a single source of truth that connects technical consumption with business accountability. This prevents overspend, protects return on investment (ROI), and ensures contractual clarity.
Continuous innovation - SAP is expanding SAP for Me with embedded AI copilots and guided recommendations, so in the future, customers won’t just see metrics — they’ll get actionable guidance on how to optimize systems and safeguard value.

Ongoing support and maintenance are critical to sustaining business value with SAP systems. A successful go-live is just the starting point; systems need to remain secure, compliant, and optimized as business needs to evolve. With proactive monitoring, automation, and AI-driven insights, customers can prevent disruptions, reduce risk, and maintain high availability. In practice, this means lower operational costs, higher uptime, and continuous ROI over the entire lifecycle of their SAP investment.

Just as we expect care when trusting our valuables to others, SAP is committed to safeguarding business value, providing seamless experiences that protect decisive revenue and build sustained trust.

A special thanks to Keith Ho, Customer Engagement Lead, and Manoj Gupta, SAP experts who have contributed to this article.

App Support - App Inspector now available from SAP Fiori Launchpad My Home

2025-10-14T14:27:49.332000+02:00

If you support SAP Fiori users, you know the drill: a user reports “my app doesn’t open,” but your technical user doesn’t have that business role, or you’re on the Home screen wondering where to start. With the latest SAP S/4HANA release 2025, you can launch App Inspector directly from the Fiori Launchpad Home via the familiar App Support entry – and immediately browse a complete catalog of all applications available in the system, regardless of your assigned roles.

This builds on the App Support for SAP Fiori Launchpad capability described in the previous blog, and extends it with a system-wide catalog and more powerful search so supporters can find and troubleshoot any app faster.

What’s new

Same entry point, now usable from the Home screen Open the user menu on the Fiori Launchpad Home and choose App Support. No need to launch a specific app first.
Complete catalog of all apps in the system Browse everything available in the system, independent of your role assignments. Ideal for technical triage and landscape visibility.
More technical information for in-house support Quickly see technical identifiers and configuration details useful for troubleshooting (for example: Fiori app ID, component, intent, target mapping source, system alias, OData service, and more within App Inspector).
Powerful search Find apps by user, Fiori ID, Role, or Catalog ID. This helps you locate exactly the app a business user is referring to, even if you don’t have the same role assignment.

Access App Support - App Inspector through the Fiori Launchpad Home Screen

How it works

From the Fiori Launchpad Home, open the user menu and select App Support.
The App Support catalog view opens, listing all applications available in the system.
Use search to locate an app:
- By user: enter a user to see apps available for them.
- By Fiori ID: use the SAP Fiori app ID you received in a ticket (for example, F1234).
- By Role: search by a PFCG role name.
- By Catalog ID: search by Fiori Launchpad catalog ID to review content organization.
Select an application to open details. From there, launch App Inspector to analyze technical configuration and resolve issues such as:
- Intent resolution and target mapping
- Component and application version
- System alias and destination
- OData service bindings and backend availability
Use deep links to open the app or share a link with colleagues. Capture findings and next steps directly from the Inspector view.

App Inspector list with filter options

Typical support scenarios this streamlines

A user reports an issue with a specific Fiori app ID. Search by Fiori ID, open the app details, and run App Inspector to verify configuration, intent, target mapping, and backend connectivity.
A supporter needs to confirm whether an app is present in the system and how it is exposed. Use the catalog and role or catalog search to see availability and assignments, even without business roles.
Triage “I can’t find my app” tickets. Search by user to compare what the user should see against catalog contents and identify role/catalog gaps.
Validate transports or configuration changes. Use App Inspector to check app versions and content source.

Detail view of an app in App Inspector

Availability and prerequisites

Entry point: App Support in the user menu on the Fiori Launchpad Home screen.
Feature set: App Inspector uses the same base as App Support and provides the technical analysis views described in the SAP Help.
Prerequisites: Ensure App Support and App Inspector are available and configured in your ABAP system. Appropriate authorizations are required to access support tooling and system-wide catalog content. For setup and configuration, refer to the SAP Help documentation: https://help.sap.com/docs/ABAP_PLATFORM_NEW/a7b390faab1140c087b8926571e942b7/94d8f974fcda459ea35dedd00c846603.html

Tips for adoption

Add App Support to your standard operating procedures for first-line Fiori triage.
Train supporters on search strategies (by user, Fiori ID, role, catalog) to shorten time-to-resolution.
Use App Inspector findings to create clear handoffs between frontend and backend teams.
Consider periodic catalog reviews to detect content inconsistencies across roles and catalogs.

What stays consistent

You still access App Support via the same user menu entry. The difference is that you can now start from the Home screen and immediately leverage the catalog without opening a specific app.

We’d love your feedback

Tell us how the catalog view and App Inspector help your support process. Which searches do you use most? What additional technical details would speed up your troubleshooting activities even more?

How to unassign an Authorization Package from an S-user ID in SAP for Me

2025-10-22T17:38:11.157000+02:00

As an administrator managing user access in SAP for Me is a critical part of maintaining system security and operational efficiency. Whether you're onboarding new users as an admin, or adjusting access for existing ones, knowing how to properly assign and revoke authorization packages is essential.

Why This Matters?

Authorization packages define what an S-user ID can access within the SAP for Me ecosystem—from support cases to license data, viewing systems, software download, etc. Keeping these permissions up to date ensures compliance, prevents unauthorized access, and streamlines user roles across your organization.

Steps:

Log in to SAP for Me using your S-user ID and password.
In the SAP for Me homepage, click on “Users & Contacts” tab under Dashboard at the left side of your screen.
Then, click on “Manage Users & Authorization” card. Or simply go to User Management.
Under the list of users, find the S-user ID to unassign the authorization package from. Or simply use the search field to search for the specific S-user ID and click on the magnifying glass to search.
Click on the user/S-user ID (not the checkbox).
Click on the EXISTING AUTHORIZATION PACKAGES tab.
Click the Edit (Pencil) icon on the top right of that section.
Click on the checkbox in front of the Authorization Package(s) to be removed.
Click OK.
Click Save on the top right of the EXISTING AUTHORIZATION PACKAGES section.

For more details, please refer to Knowledge Base Article: 2878696 - How to unassign an Authorization Package from an S-user ID - SAP for Me.

Got More Questions? 

The Customer Interaction Center is always ready to support you with any of the listed processes and is happy to assist with questions regarding case-related matters, SAP for Me navigation, S-user ID, or SAP Universal ID.

Alternatively, please feel free to ask us in the Q&A   All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community

Don't Miss Out on Free Webcasts 

We would like to invite you to our free webcasts, which we believe can help you get the best from your support in SAP. You can find all upcoming webcasts on https://events.sap.com/supportwebcasts/en/home. These sessions are open to all the users and will revolve around hot topics in support today such as SAP for Me, Case Management, Universal ID, etc. Additionally, you can explore a range of CIC how-to videos at learning.sap.com. Please feel free to share this information with your colleagues. We are looking forward to your attendance. 

Lastly, you may want to access all Customer Interaction Center Blogs here:  https://community.sap.com/t5/tag/CustomerInteractionCenter/tg-p/board-id/crm-blog-sap.

Thanks for reading!  We hope you found this guide helpful. 

Smarter Built-In Support in C4C: A Unified and Upgraded Experience

2025-10-24T16:38:40.043000+02:00

Built-In Support Upgrade Coming with Release 2511

! Only available after 15/11/2025 ( subject to change) !

With the upcoming 2511 release, SAP Sales & Service Cloud (V1) receives a major upgrade to its built-in support experience.
Customers will continue to report issues directly from within their tenant , now through the next-generation Built-In Support, seamlessly integrated with SAP for Me.

This is the same modern Built-In Support already available in SAP Sales & Service Cloud V2 and other SAP Cloud solutions , bringing V1 fully in line with SAP’s unified support model.

Flexibility by Design

Customers now have complete flexibility:

create and manage SAP support cases directly from their tenant using Built-In Support
work entirely from SAP for Me,
or switch freely between both , all cases are fully synchronized and managed centrally.

* only key user can access built in support and forward cases to SAP.

The Best of Both Worlds

This evolution brings the best of both worlds:
✅the in-application convenience customers already know,
✅combined with the powerful tools and insights available in SAP for Me , including real-time support channels, intelligent search, guided assistance, and complete case management.

The result: a smarter, faster, and more unified support experience across SAP’s ecosystem.

What’s New in Built-In Support

The new Built-In Support delivers choice, speed, and intelligence:

Real-time support options: Expert Chat, Schedule an Expert, Ask an Expert Peer
AI-powered search and guided support assistant for quicker solutions
Rich text editing and larger attachments for clearer communication
Enhanced case logging with guided steps to select the right priority and document business impact
Instant synchronization with SAP for Me (no more 15-minute delays)
Accurate case ownership , the creator is correctly identified in SAP for Me
Unified access across all SAP cloud solutions
Enhanced reporting and dashboards in SAP for Me, Cloud availability insights, Central case management, Cloud availability insights, Trust Center, etc

This upgrade also aligns C4C V1 with the same built-in support experience already available in V2, ensuring a consistent and future-ready support model across the SAP portfolio..

Learn more:
➡️Getting Support Using Built in Support

We recommend to consider completed the support accreditation which also covers the features and benefits of Built in Support

What Stays the Same

We’re not changing your familiar workflow , Key Users can still create and track their own cases directly in your C4C tenant.
Built-In Support remains embedded, now simply smarter, faster, and seamlessly connected to SAP for Me.

End user management remains accessible with he old tool but is limited to internal support only.

Why This Upgrade Matters

The original Built-In Support in C4C V1 was based on legacy technology that limited access to newer SAP innovations.

With the upgraded Built-In Support and SAP for Me integration, customers now benefit from:

A modern, AI-enabled experience
Real-time engagement with SAP experts
Centralized visibility across products
Smarter case handling and improved CES outcomes

This is not a change in workflow, it’s an upgrade to a faster, smarter, and more flexible support experience.

What to Expect Next

The upgrade is planned with the 2511 release.
Existing open cases from the legacy built-in support will become editable in SAP for Me.
SAP Knowledge Base Article 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant
We recommend verifying that all relevant users have valid S-user IDs and access to SAP for Me. Built in support requires to sign in with a valid S user to access case management and case creation

Summary

The new Built-In Support in SAP Sales & Service Cloud (V1) is a smarter, faster, and more flexible way to connect with SAP Support.

You can now:
✅Create cases from your tenant (via Built-In Support)
✅Manage them in SAP for Me
✅Access real-time support channels
✅Benefit from AI guidance and enhanced reporting

All fully synchronized — giving you one unified experience powered by Built-In Support and SAP for Me.
This is the future of SAP Support.

📚Further Reading

Relevant Links

3676368 - Onboarding C4C Customers Into New Built in Support - SAP for Me - SAP for Me
SAP Support Portal Landing Page
Built-In Support Documentation
SAP News Center Article
SAP Knowledge Base Article 3000949 - How to create a support case in Built-In Support
SAP Knowledge Base Article 3584368 - How to log in to Built-In Support and activate support functions
Partners can use their own S users when following these steps : 3661864 - "Manage Service Partner Users" SAP4ME Card for ByD Partners - SAP for Me
Known Limitations of Built-In Support
3584368 - Updates to key user login process due to identity management changes - Built-In Support - SAP for Me

Customer Help Desk (CHD) or Customer Competence Center (CCC), or Partner Scenario
- Tickets can only be forwarded either from the Central Key User or from a partner tenant using the new BIS.
- Partners' S suers cannot be used in the new built in Support, they can be used in SapForMe. A partner can use BiS as long as the S user has been created directly from he customer account.

There is no automatic synchronization for older cases with the new BIS. Since the Forward to Provider option is disabled, you can only contact SAP through the new BIS. For existing tickets, you can update them directly in SAP for Me.
For more details, refer to 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant.
The change does not apply to tenants hosted in China.

How to Find and Process, in SapforMe , Cases created from a ByD or C4C Version 1 tenant

2025-10-24T20:14:14.278000+02:00

If in C4C or ByD built in support is not accessible , it is possible to fully process a case directly from SAPfor Me.

Login to the support portal https://support.sap.com/en/index.html or access SAPforMe directly : https://me.sap.com/home
Ensure you are accessing the portal with a S user that belong to the correct account which should be the account containing the C4C or ByD installation. Your user must have Case management access, read and write.

If you are unsure which S user to use, or whether you had the necessary access rights, please check with our Customer interraction center

Our non technical hotline can be used, 24/7 for all case access issues, case management, escalation request, call back, S-User management, etc. more info : https://support.sap.com/en/contact-us.html?anchorId=section_42886245

Once logged to SAPforMe you can check if the S users is correct. Only a S user that belongs to the same installation and account as your tenant will let you manage your cases.

Navigate to “service & Support” to access all opened cases

Open “view” cases

If you case was opened from the legacy built in support in C4C or ByD, you will likely not be the person assigned to the case, you can easily find all tenant relevant cases with the filter option. The New C4C V1 Built In Support will always display the correct user.

If you case is still in progress, status should be anything except for “confirmed”, “ not sent to SAP” and “automatically confirmed”

You can further filter using the “system” field which is your tenant ID.

To find your tenant ID, open your tenant, go to the Work Center “Service Control Center” -> “system”.

From this view all tenant under your account will be visible

Copy the tenant ID in the filter field of SAPforMe and it will display only the cases created from these tenants.

You can then edit your case and resume processing. For any support regarding case management, please contact CIC.
If you are not the reporter of the case you can add yourself as new contact in order to receive all case related notification

If you mark one or multiple case as favorite , they will be displayed on your SAPforMe Home page and you will be able to access them without searching again

Conclusion
With SAP for Me, managing ByD and C4C cases becomes simpler and more consistent , even when built-in support isn’t accessible. By following these steps, you can easily locate, filter, and process your cases directly from SAP for Me without interruptions. This unified experience ensures you stay connected to SAP Support, benefit from real-time synchronization, and keep all your customer interactions in one place.

SAP Universal ID Update: New Authentication Strategy and Self-Service Features

2025-10-28T12:46:42.723000+01:00

Users will no longer authenticate using their SAP Universal ID. Instead, the SAP Universal ID will function solely as a "wallet", enabling users to link and manage all their user identities in the SAP Universal ID Account Manager. Authentication will be handled through these linked accounts, not the SAP Universal ID itself. These broader identity renovation strategy advancements underscore SAP’s commitment to simplifying the user experience across its platforms by creating a more unified, secure, and user-friendly login experience across the SAP ecosystem in the future.

Self-service for identity Management to make changes to how will use the SAP Universal ID in the future and how it will authenticate with SAP's digital platforms

The SAP Universal ID Account Manager is a centralized portal where individuals can manage their unique personal SAP identity (Universal ID). It allows users to view and update personal details, manage security settings, link and consolidate various SAP user IDs (like S-user, P-user IDs), and retain their SAP community reputation and learning certificates across different employment changes. It acts as a single point of access to manage all SAP-related information and services in one place.

https://account.sap.com/sam/

New Features

Self-service for Identity Unlinking

Users will be able to unlink specific users or email addresses with multiple users for the SAP Universal ID using the new self-service in the application

Improved Flow for Adding New Identities

The process for adding new Identity (previously called Add Accounts) has been streamlined:

If an email already exists in the system, it automatically links it to SAP Universal ID (eliminating a previous manual linking step)

If no user exists for that email – the user is prompted to set up a password and a new P-user is automatically created in Identity Services. New identity is automatically linked to SAP Universal ID.

Recovery Identity Prompt and Notification

In case there is an email that was previously added to SAP Universal ID but there is no P/S-user ID associated with that email, the customer is prompted to make a choice – either remove that email from SAP Universal ID or create a recovery identity that can be used for authentication across applications

If “Add Identity” option is selected, the customer is asked to enter a password, and a P-user is automatically created in IDS. New identity is automatically linked to SAP Universal ID.

In case there is only one email linked to SAP Universal ID; a notification is displayed reminding users of the benefits of having a recovery identity

Removal of Mandatory SAP Universal ID Registration for New S-user IDs

It is no longer mandatory to create an SAP Universal ID for a new S-user ID. Customers can decide if they want to link the S-user ID to an SAP Universal ID or keep the user on its own. This is a step in preparation to the new authentication strategy to be implemented later this year.

Thanks for reading!    

We would love to hear from you, let us know what you think? 

If you have any questions, please feel free to ask us in the Q&A All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community   

  Read more #Customer Interaction Centre blog posts Here!    

Customer Experience - SAP Community

Official SAP Community. Search questions and answers, read the latest blog posts and curated content, connect with experts, and improve your SAP skills.

关于SAP云可用性，你需要了解的一切

2025-11-03T06:16:14.575000+01:00

关于SAP云可用性，你需要了解的一切。本博客由Vivian Cheng 翻译

了解您的云系统状态和即将发生的事件是当前企业设置中的一个必要条件。SAP通过推出SAP云可用性应用，确保您能够及时掌握云解决方案的情况。

您可能会想，我该如何访问这个功能呢？我将为您详细介绍具体的操作流程。

SAP for Me中的云可用性应用

SAP云可用性应用是SAP for Me的一部分，而目前SAP for Me已成为SAP支持的主要入口。

要访问该平台，您需要一个 S-user ID，这是一种在SAP客户和合作伙伴帐户下颁发的身份标识，用于访问我们的主要支持平台，比如SAP for Me。

如果您对S用户不熟悉，我们建议查阅这篇详细的博客文章Sap：了解如何获得S-user ID。

接下来，我们来看看如何找到SAP云可用性：

使用您的S-user ID和密码登录SAP for Me 。

在主页上，点击左侧菜单栏中的“系统与供应”仪表板。

前往“可用性”标签，或在概览标签中找到“可用性状态”卡片。

S-user ID 设置

确保您的S -user ID 具有以下授权之一：

查看系统数据。

编辑系统数据。

如果您尚未拥有这些权限，请联系您公司的超级管理员，或者使用权限自助申请功能。

查找您公司的管理员
通过用户和联系人找到您公司的超级管理员、云管理员或用户管理员。选择‘我的重要联系人’标签页或参考SAP知识库文章3222501了解更多详细信息。

使用权限自助申请功能
通过访问‘我的授权和功能’来申请权限。选择‘权限’标签页并点击‘申请权限’按钮。
您可以在文档2891528或SAP博客文章《如何使用自助权限申请》中找到详细信息和相关截图。

探索SAP云可用性

访问SAP云可用性应用可以让您全面了解您的SAP云服务和系统，包括生产环境和非生产环境。关键信息包括：

支持云产品的概览（在此网页上查看所有支持的产品列表）。

当前和历史云系统状态。

计划事件。

最新通知。

公布的可用性报告。

每张卡片上的三个点图标为您提供内容说明、所需授权以及数据导出选项。

向下滚动页面，您会找到事件卡片。在此视图中，您可以查看过去12个月内影响您的云系统的所有事件。计划内和计划外的活动，如维护、重大升级和服务中断，使您能够监控事件状态、受影响的数据中心及其他细节。

该卡片提供过滤选项以及根据您的喜好进行展开/折叠功能。

可用性报告卡片显示了过去一年内您云服务和系统的可用性。

所有这些细节都可以直接在 SAP for Me 中轻松监控和管理。然而，如果您希望收到有关系统状态更新的电子邮件通知，例如系统中断、计划升级或服务中断，您只需订阅 SAP 云通知即可。

请参考 SAP 知识库文章 2900069 和 2896942，了解如何订阅这些通知。

更多关于 SAP 云可用性的信息可以在以下资源中找到：

SAP for Me 中的云可用性

2548400 - 开始使用 SAP 云可用性 - SAP for Me

联系SAP来获取支持

如果遇到与 SAP Cloud Availability 应用相关的问题，请使用“获取支持”功能向 SAP for Me 技术团队提报一个案例。请确保在产品相关字段中选择“SAP for Me”和“系统及供应 > 可用性”以联系到正确的团队。

或者，您可以随时联系 SAP 客户互动中心团队，以获得初步故障排除或指导。我们的团队提供全天候支持，持续为您提供支持和服务，覆盖超过10种语言。

在以下链接中查找客户互动中心的官方网站和联系信息：联系客户互动中心

感谢您的参阅！希望本文对您有所帮助，也期待收到您对本博客的反馈。欢迎分享您的想法！

请关注我们即将推出的网络研讨会和录制讲座，以持续学习并从 SAP 支持中获得最佳体验：立即注册。

可在此参阅更多客户互动中心博客

Navigating the SAP Learning Help Center: Your Gateway to Seamless Learning Support!

2025-11-11T06:38:23.875000+01:00

Embarking on a journey through SAP’s extensive ecosystem can be both exciting and challenging. Whether you’re an experienced professional looking to enhance your skills or a newcomer eager to explore SAP’s offerings, having dependable support is essential. That’s where the SAP Learning Help Center comes in—a comprehensive resource designed to support learners at every step of their SAP learning journey.

This centralized portal offers a wide range of resources, including step-by-step guides, troubleshooting advice, and detailed FAQs, all aimed at improving your learning experience. From onboarding assistance to resolving technical issues, the Help Center is your one-stop destination for reliable support.

Before submitting a support ticket, please take a moment to explore our Help Center resources for quick answers and solutions

In this blog, we will explore the key features of the SAP Learning Help Center, highlight common scenarios where learners seek assistance, and share tips on how to make the most of this valuable resource.

Common Scenarios for Creating a Support Case with the Learning Team:

You may need to open a support case in the following situations:

Difficulty scheduling exams
Requests to update names on existing certificates
Questions regarding subscription or renewal processes
Seeking guidance on choosing the right certification path
Issues related to student subscription accounts

How to Create a Case with the Learning Team

To create a support case, please follow these steps:

Visit the SAP Learning Help Center.

Select Create a new case or check the status of an existing one.

Click on Create a case, which will open the SAP Learning Self Service(s) page.

Click Create Case again to open the form, then fill in the required details:

Subject
Service Category
Description
Email of affected user (optional)
Attach any relevant files (if applicable)

Submit the form.

Once submitted, your case will be created, and you will receive an email notification linked to your S-User ID with the case details.

Additional Resources:

Knowledge Base Article (KBA): 2404504 - How to get help with the SAP Learning Hub or SAP Training Center - SAP for Me
Points of Contact | SAP Community

Thanks for reading!

We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!

We would love to hear from you, let us know what you think?

Read more Customer Interaction Center blog posts Here!

If you have any questions, please feel free to ask us in the Q&A All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community

A Smarter Support Experience

2025-11-13T05:36:37.206000+01:00

Your support experience is evolving. Key changes and what you need to know.

As part of our ongoing efforts to make support from SAP smarter and easier for you, we have been piloting new ways to optimize the support experience and better connect you with the right channels and the right experts. We are excited to share that these improvements are now live.

What’s changing

As your entry point, the “Get Support” application has been enhanced to make it easier to create and manage your support cases.

A clearer, unified navigation structure now guides you through case creation, with each step accessible from the left-hand pane.

The detailed description field has been moved to the beginning of the process—helping you provide important context earlier and improving the quality of AI-driven recommendations.

Improved UI consistency and AI disclosure messages to make the interface more transparent, intuitive, and ready for future innovation.

In particular, the Incident Solution Matching (ISM) service has been further enriched with generative AI (GenAI) capabilities. Based on the information you provide, the service compiles relevant solutions and summarizes them into a single, easy-to-read answer—complete with links to the original knowledge articles used.

The GenAI feature is being rolled out to customers in phases, starting with a limited group and expanding over time. It includes a feedback option to continuously refine your experience.

When you create a case, you may receive a recommended priority based on your case details. This helps guide your selection so your case can reach the right experts and most suitable support channel, helping to enhance the overall resolution time. You remain in full control and can always adjust the priority to reflect your business impact or urgency.

New customer view in 'Get Support' application

Set up your case for faster resolution

To help ensure your case reaches the right experts as quickly as possible:

Write a concise title for the issue that states the key symptom.

Use the detailed description section to provide evidence, error messages, recent changes, and attempted fixes.

Select the correct system that is affected by the technical issue you want to report

Select the most accurate product, function, or component.

Clearly describe the business impact, along with any workarounds in place

Keep your case updated if conditions change and add feedback if you adjust the proposed priority.

Thank you for partnering with us as we continue to transform support from SAP into an experience that is smarter and more effective for you.

Everything You Need to Know About Contacting SAP Fieldglass Support

2025-11-18T18:43:36.931000+01:00

For SAP Fieldglass Administrators, PMOs, and Managed Service Providers

If your role is SAP Fieldglass Administrator, Program Office Manager, or Managed Service Provider (MSP), your path to support is to Get Support via both webform and Expert Chat by going to SAP for Me.

Here’s how to get started:

Go to https://me.sap.com/
Sign in with your S-User ID and password (Your user administrator can request any number of user IDs for buyer users and assign them the required authorizations.)
Choose the Services & Support dashboard, then click the Get Support (Case, Expert Chat…) for step-by-step guided Get Support application
As you create a case, AI recommends relevant solutions to resolve your issue in real-time or directs your request to the most suitable channel which may include Expert Chat.

Keep in mind that all technical questions will be addressed exclusively through the case you’ve reported.

For Workers, Suppliers, and Buyers

If you’re using Fieldglass as a worker, supplier, or you do not have an S-User ID, the best place to start is the Fieldglass Help Center.

Here’s the process:
Go to Fieldglass Help Center
Choose the role best describes you
Select “Contact Support”
Start by describing what you need help with
Our AI powered engine will gather resources to point you to an answer right away
Fill in the details as required in the page
Select your preferred contact option

Once your case is created, the Fieldglass Support team contact you.

Friendly reminder: Include as much information as you can when submitting your case (such as error details or steps already tested). This helps the team diagnose and solve your issue much faster.

Why Following the Right Path Helps?

By using the correct support channel for your role, your request is routed to the right team right away. This means less waiting, faster solutions, and smoother overall experience—whether you’re a first-time user or an experienced administrator.

We hope this guide makes reaching out to SAP Fieldglass Support clearer and easier for you. If you’ve already used these channels, we’d love to hear about your experience—feel free to share your feedback.

Stay connected for more posts and for our upcoming Support Webinars and recorded sessions to
continuously learn and get the best from SAP Support: Register Now

Proactive Monitoring that Integrates Retail Operations in a Data-driven World

2025-11-27T10:02:09.087000+01:00

Imagine a global retailer preparing for the holiday season, a time when system stability is paramount. In previous years, unexpected disruptions caused delays and customer dissatisfaction. This year, things are different. By implementing proactive monitoring powered by AI and Collective Intelligence, the retailer identified early signals of potential issues weeks before peak demand. This story exemplifies how proactive monitoring transforms support from reactive firefighting to predictive prevention.

Why Proactive Monitoring Matters

Proactive monitoring reduces escalations, improves customer confidence, and optimizes operations. Instead of waiting for incidents to occur, we anticipate them, ensuring uninterrupted business continuity. For example, during the Holiday Season Readiness Program, proactive monitoring helped SAP support teams detect anomalies in critical systems, preventing potential outages for major e-commerce customers.

How It Works

The process begins with comprehensive data collection—telemetry from cloud systems, business process data, and historical case patterns. AI-driven algorithms then analyze these inputs to recognize patterns and correlate events. When anomalies are detected, automated workflows trigger alerts and initiate Preventive Customer Risk Mitigation actions.

Breaking Data Silos

Success depends on breaking down data silos. Only by building a Collective Intelligence framework—where insights from global case data, configuration logs, and usage analytics converge—can this model be scaled across the entire customer base. As data needs to be used collaboratively, data sharing enables an environment where information is accessible in a timely manner.

Benefits

Among the benefits of proactive monitoring, they can range from faster root cause analysis to reduced mean time to resolution. The first refers to the process of identification of causes and reasons for an issue taking place, and the latter concerns the measurement of how quickly a system responds to a failure once it is recognized. Both play a part in refining the customer experience through invisible, but automated support.

With the proactive monitoring strategy anchored in AI, retailers can turn their peak shopping seasons from difficult periods into opportunities for improving customer engagement and operational resilience. A continued adoption of AI-driven capabilities is what will enable smarter planning and sustainable data-driven growth. strategic AI adoption and thoughtful implementation will drive retail excellence in an increasingly digital and data-driven world.

A special thanks to SAP experts Bharath Ramamurthy, Vice President of Strategic Initiatives, Customer Support, and Kartikaye Gomber, AI Solution Architect, for their contributions to this article.

To the Left, To the Left: Setting Businesses Up for Irreplaceable Success

2025-11-27T10:19:37.439000+01:00

Consider a scenario where a critical update is scheduled for a financial services customer ahead of a major fiscal event. Traditionally, risks would surface post-deployment, leading to costly escalations. That is where a shift to the left walks into the stage: as the testing and detection steps are moved earlier into the lifecycle, an eventual delay in release is avoided, as well as the increase in costs associated with fixings issues. In other words, shifting to left is like reserving the seat in the first rows for testing!

At first glance, it may appear that risks are put in the spotlight, much like nominees at an award show. However, in reality, this approach aims at reducing them. Early recognition of potential issues enables development teams to allocate more time to data cleansing and preparation, tasks that typically consume a significant part of their efforts. This proactive approach allows for more focus on generating valuable insights rather than dealing with escalations.

What Does Shift Left Mean?

Shift Left involves moving risk detection and mitigation earlier in the lifecycle. This approach reduces downstream support costs and enhances customer satisfaction. During the Holiday Season Readiness Program, Shift Left strategies ensured that preventive controls were in place well before peak transaction periods. These strategies included:

Implementing Preventive Customer Risk Mitigation workflows for early alerts and automated case creation
Integrating with Cloud ALM for lifecycle event monitoring
Defining governance models for clear ownership of risk mitigation

Predictive Intelligence

Predictive intelligence uses Collective Intelligence to aggregate insights from global case data and apply AI models for event-to-issue correlation. This enables proactive actions that prevent disruptions before they impact customers.

Breaking Data Silos for Scale

Scaling this model requires dismantling data silos. By pooling insights across teams and regions, we create a unified intelligence network capable of supporting our entire customer base efficiently. With reliable data through the software deployment process, customers can make well-informed decisions at all stages of their businesses, that could lead to better budget management likewise.

Impact

This method is aligned with SAP’s vision for an effortless customer experience. It reduces escalations and downtime while improving operational efficiency. By incorporating recurrent tests at every step of the development process, the system is continuously reviewed and adjusted as needed. Just as filming involves many behind-the-scenes teams, a shift to the left ensures that the backstage engines are aware and constantly prepared for the result that customers witness.

In conclusion, the Shift Left approach changes traditional development and deployment processes by proactively addressing risks and issues earlier in the lifecycle. When customers operate their businesses smoothly and stay well-prepared, we join forces to lay the foundation for lasting success and sustained trust.

A sincere thank you to SAP experts Bharath Ramamurthy, Vice President of Strategic Initiatives, Customer Support, and Kartikaye Gomber, AI Solution Architect, for their contributions to this article

New Security Optimization Service for SAP Cloud Identity Services

2025-12-02T04:38:12.742000+01:00

Security is no longer optional—it’s the backbone of digital trust and business continuity.

The SAP Security Optimization Service (SOS) is designed to analyze, verify, and improve the security of your SAP system by identifying potential security risks and providing recommendations to mitigate these risks within the assessed systems.

There are many different SAP systems that can be analyzed with an SOS and can be referred from the CQC SOS Infosheet

🌟New in CQC SOS: SAP Cloud Identity Services!

What is CQC SOS for SAP Cloud Identity Services?

SAP Cloud Identity Services are a group of services of SAP Business Technology Platform (SAP BTP), which enable you to integrate identity and access management between systems.
Besides the CQC SOS for SAP BTP, which provides a security assessment of those security-relevant configurations and authorization assignments which are in the responsibility of the customer and focuses on reviewing the platform aspects, a new CQC SOS in the BTP realm is now available: CQC SOS for SAP Cloud Identity Services.

The CQC SOS for SAP Cloud Identity Services provides a security assessment structured in the following sections:

General Security Status for SAP Cloud Identity Services - e.g. security aspects related to administrator user/system management like critical authorizations and MFA enforcement, the security alert and notification configuration etc.
Security Checks for Identity Authentication - e.g. application specific checks like assigned password policy, MFA, Remember Me functionality etc.
Security Checks for Identity Provisioning - e.g. source and target system settings like logging and tracing for personal and sensitive data, SSL Server Certificate Verification etc.

📩How to request a CQC service?

Create an incident under component SV-BO-REQ (SAP Note 1296527) or

Contact the SAP Enterprise Support Advisory team via our Customer Interaction Center (C I C )

☁️As an SAP Enterprise Support or cloud customer:

Make use of the security and the enablement offerings provided by the SAP Enterprise Support Academy.

For more information on the topics discussed in this blog visit SAP Help Portal | SAP Online Help , Identity Authentication , Identity Provisioning

🔗Stay connected

Want to stay up to date on our services? Join our SAP Cloud ALM & Cross-Solution Topics Value Map and SAP Cloud Identity Services communities!

New Security Optimization Service for Cloud Connector

2025-12-03T05:56:43.092000+01:00

Security and the protection of your systems have become more important than ever and play a crucial role in today’s business environment.

There are many different SAP systems that can be analyzed with an SOS and can be referred from the CQC SOS Infosheet

🌟New in CQC SOS: Cloud Connector!

What is the Cloud Connector?

Serves as a link between SAP BTP applications and on-premises systems.

Runs as on-premises agent in a secured network.

Provides fine-grained control over On-premises systems and resources that can be accessed by cloud applications and Cloud applications using the Cloud Connector.

Besides the CQC SOS for SAP BTP , which provides a security assessment of those security-relevant configurations and authorization assignments which are in the responsibility of the customer and focuses on reviewing the platform aspects, a new CQC SOS in the BTP realm is now available: CQC SOS for Cloud Connector.

The CQC SOS for Cloud Connector provides a security assessment structured in the following sections:

General Security Status for Master Instance: security aspects related to the versions of Cloud Connector and underlying JDK, certificates, enabled encryption ciphers for HTTPS connections to the administration UI, trust configurations etc.
General Security Status for Shadow Instance: contains a subset of the “General Security Status for Master Instance” section which is applicable for the connected shadow instance.
Subaccount-Specific Security Status: settings for connected subaccounts like encrypted communication with backend systems, access policies for HTTP and RFC connections as well as audit log and log/trace configurations.

📥How to request a CQC service?

Create an incident under component SV-BO-REQ (SAP Note 1296527) or

Contact the SAP Enterprise Support Advisory team via our Customer Interaction Center (C I C )

☁️As an SAP Enterprise Support or cloud customer:

Make use of the security and the enablement offerings provided by the SAP Enterprise Support Academy.

For more information on the Cloud Connector discussed in this blog visit the corresponding SAP BTP Security Recommendations and the SAP Help Portal

🔗Stay connected

Want to stay up to date on our services? Join our SAP Cloud ALM & Cross-Solution Topics Value Map community!

From Adrenaline to Assurance: How SAP Commerce Cloud Customers Made Peak Season Routine

2025-12-11T20:59:06.188000+01:00

Black Friday and Cyber Monday have long been the ultimate stress test for digital commerce. For many businesses, these high-traffic events once meant long nights, constant monitoring, and firefighting to keep systems running. For SAP Commerce Cloud customers, last year marked a turning point – SAP-led proactive readiness strategies helped businesses stay ahead of risk and keep experiences smooth. This year, those strategies were not only repeated but enhanced by SAP, making peak season feel routine for leading brands even as order volumes surged.

Why SAP’s Proactive Approach Keeps Getting Better

When every second counts, prevention is better than cure. SAP Commerce Cloud customers who embraced SAP’s proactive playbook last year doubled down this year with expanded coverage and smarter automation. SAP AI-driven insights continuously monitored capacity, configuration, and operations, so action happened before customers noticed.

Automated checks replaced manual lists, and support teams were ready to step in early – quietly resolving issues before they became problems.

The result? A stronger, more unified, signal-led workflow that kept everything running seamlessly across consecutive peak seasons.

What Was Enhanced This Year – and Why It Mattered

Earlier Start – Preparations began weeks sooner, making readiness the default.
Broader Coverage – More environments monitored; more signals tracked.
Smarter Insights – AI models refined for sharper detection and faster recommendations.
Weekly Expert Reviews – Turning meaningful signals into action before issues could escalate.

These SAP-driven enhancements meant less administrative effort, faster resolutions, and even greater confidence during the busiest shopping days of the year.

Behind the Scenes: How It Worked

Signal intelligence within SAP Commerce Cloud flagged performance, capacity, and configuration risks early.
AI-guided validations in SAP workflows turned insights into clear, actionable tasks.
Proactive SAP Support kicked in before thresholds became incidents.
Shared visibility aligned SAP operations and support for faster decisions.

Results at a Glance

Uninterrupted availability throughout the peak season
Systems stayed online and stable during the busiest shopping days.
Faster analysis times – improved by double digits
Issue detection and resolution were significantly quicker compared to previous years.
Top-tier customer effort ratings for proactive support
Customers rated the support experience highly because problems were prevented or resolved with minimal effort on their part.
Hundreds of potential issues resolved before impact
Risks were identified and fixed early, avoiding disruptions for shoppers.
Major disruptions were prevented, ensuring smooth operations for nearly all customers
Proactive measures kept severe-impact issues to near zero.

Who Benefited Most?

These benefits were felt across every SAP Commerce Cloud customer touchpoint – from shoppers to business teams:

Shoppers Enjoyed Seamless Experiences
Fast-loading pages, smooth checkout, and accurate inventory updates – no frustrating delays.
Customers Felt Confident
Reliable performance meant trust during big purchases, without fear of crashes or payment failures.
Support Was Faster and Quieter
Issues were resolved behind the scenes before most customers even noticed.
Everyone Got What They Came For
Deals stayed accessible, carts intact, and orders processed without hiccups – maximizing satisfaction.

What’s Next

The journey doesn’t stop here. Businesses are extending this proactive approach year-round, scaling AI-driven detection, and broadening coverage to keep every season stress-free.

The goal? Continuous, intelligent readiness with SAP – so you’re prepared well before the first order lands.

Keep your next peak season on track:

Talk to your SAP team about peak‑season preparedness for SAP Commerce Cloud
Join the SAP community conversation to share tips and get answers
Learn more about AI that’s woven into every SAP process

From Docs to Dialogue: Unlock AI Self-Service Learning for Your Internal Teams

2026-01-08T23:27:21.357000+01:00

From Docs to Dialogue: Unlock AI Self-Service Learning for Your Internal Teams

Every organization wants onboarding to be faster, clearer, and less dependent on tribal knowledge.
NotebookLM enables the conversion of trusted product documentation and internal project artifacts into an AI-based conversational resource that employees can engage with naturally, as if they were chatting with their most knowledgeable coworker. Instead of searching across files, PDFs, and web pages, teams can ask direct questions about product behavior, setup requirements, and configuration considerations, and instantly turn answers into internal training materials.
This AI-driven approach
- scales knowledge without replacing expertise
- streamlines learning without adding process overhead
- helps organizations build deeper product fluency internally

Table of Contents

Benefits & Use Cases

Faster employee ramp-up by turning existing SAP Documentation into a conversational AI learning environment
Instant answers for distributed teams across roles, experience levels, and time zones
Improved configuration confidence through real-time dialogue with authoritative sources
Consistent onboarding experiences that reduce knowledge gaps between new hires
Rapid training asset creation (FAQs, slide outlines, learning summaries) generated directly from source material
Search less, learn more—teams ask questions instead of digging across files and folders.
More informed internal experts because foundational questions get answered efficiently and consistently
Support interactions become more efficient and solution-focused when they happen, backed by deeper internal product fluency.

Gathering Trusted Knowledge

To begin using NoteBookLM as your AI Self-Service learning tool, you must first gather all of the relevant knowledge on the specific SAP product you are looking to focus on. These will become your sources within NotebookLM and will act as the knowledge base that NotebookLM uses as it guides your

The free version of NotebookLM is limited to 50 sources, so please consider this as you capture your list of sources

SAP Product Documentation

https://help.sap.com/docs/ contains all relevant product documentation for your SAP products and is the best place to start gathering the content you need.

Go to SAP Help
Search for the specific SAP product you are looking to hone in on and then click on the Suggested Product that most aligns with your search.
Example: SAP Business Network for Procurement
In the bottom right corner of the top banner, click Download PDF
Select all relevant options from the pop-up page, then click Download at the bottom of the page

Getting Started with NotebookLM

Now that you have all your sources prepared, you can begin uploading them to NotebookLM.

Open NotebookLM and complete the onboarding process to create a free account. This will be tied to your Gmail/Google account. Please consult your internal teams regarding any enterprise plans or privacy concerns.
Create a new notebook, selecting the + Create New button
Upload the files that you captured in the previous step by clicking Upload Files
Allow your sources to load. Once complete, you should see all your sources displayed in the left panel.
To share your notebook with other colleagues, you can click the Share button in the top right of the page.

Chatbot-Driven Learning

In the middle section of the page, you can interact with the notebook via Chat, as if you were talking with a product expert.

NotebookLM will then use AI to develop an answer, intentionally prioritizing your repository of sources to provide the proper context and deliver the best answer to your question.
Within the AI-generated response, you will notice that small numbers with circles around them are displayed throughout the answer. You can click these, and then the left panel will take you directly into the specific source document where it pulled that part of the answer from
For a more visual approach, you can also click the Mind Map option in the Studio panel. Once generated, you can click to view a visual representation of the sources you uploaded. As you click deeper into the mind map, the chat will auto-update and help kick-start a conversation you can use to drill down into a specific topic area.

As with any AI LLM-based tool, results may vary and should be reviewed in detail by your teams for accuracy.

You can continue your conversation with the AI chatbot by asking it

additional clarifying questions specific to your needs
reframing your question in more complete wording to provide more context
to drill down deeper into specific areas of its response
to drill down deeper into specific documents/sources
Additional documentation

Generating Internal Training Assets

The right portion of the page, called Studio, will include options (depending on your plan) to generate content tailored to your team's training and enablement needs.

For each option in the studio, click the Pencil icon to customize the result by providing a prompt that guides the studio's content generation and is tailored to your needs.

If you do not click the pencil, it will auto-generate based on all your sources. Depending on the size and scope of your sources, the output may be too high-level without a custom prompt provided.

Each Studio option may also provide its own set of configuration toggles in addition to a custom prompt.

Each option also includes a Download option, allowing you to export any generated content to your internal libraries or training tools.

Audio Overview: podcast interview for auditory learning

The audio overview option generates a one-on-one podcast interview between two people who discuss your sources and/or your custom prompt. You can use this to create targeted podcasts that dive into specific areas, then include them in onboarding materials for teams who prefer an Auditory format.

*Pro Tip: upload your own transcript or outline of how you would like the conversation to go. This will help guide the model to create an interview that covers the areas you consider essential, rather than guessing what to highlight.

*Pro Tip: When providing your custom prompt, include specifics as to how you would like the tone of the speakers to be. By default, the podcasts may seem a bit exaggerated at times. You can ask the prompt to use more normal and realistic tones and/or ask it to avoid certain words like "massive" or "huge", for example

Infographic: a one-stop shop PDF for visual learning

The infographic will create a one-pager PDF with AI-generated visuals that provide a more "connect the dots" overview of the sources. It will start with a high-level overview that connects all sources (similar to a Mind Map), but if you provide a specific prompt, it can also provide a more refined overview of that topic area.

*Pro Tip: check the visual for any discrepancies. If you see issues, recreate the infographic by changing your custom prompt to call out the mistake you want to avoid. The more specifics you provide, the better

*Pro Tip: In your custom prompt, call out the audience that will be consuming the graphic itself. It can tailor the messaging and graphic style to better suit that audience. You can also ask it to reference a branding source if you have uploaded one that includes logos, color schemes, etc.

Video Overview: a training video for visual learning

The video overview will provide a more traditional training format, with one speaker presenting the topic while an AI-generated video plays in the background. The video will resemble a PowerPoint presentation. You can use this to create a high-level video overview of the sources, or to provide a custom prompt that goes into one area in more detail.

*Pro Tip: The graphics or numbers on the video itself need to be reviewed for accuracy. If you see discrepancies between what is displayed and what is mentioned in the video, you will need to refine your custom prompt and regenerate the video to close the gap. The more specific you are (e.g., an outline or script and dos and don'ts), the better the results you will get. You are unable to edit the video itself or adjust the slides/visuals after it is generated

Flashcards and Quizzes: A hands-on tool for your team to learn

The Flashcards option searches for primary and recurring keywords and definitions in your sources and automatically generates flashcards to help learners study/memorize key terms.

The Quiz option will also search for primary and recurring keywords across the sources and generate an interactive question-and-answer quiz.

*Quizzes cannot be downloaded externally

Best Practices

Depending on your sources and the sheer volume of data within the notebook, the AI Models can and will hallucinate. Having detailed, specific prompts to guide each conversation or studio creation toward a specific goal will produce the best results. It is better to break your content needs into smaller groupings with detailed prompts than to blindly ask it to create high-level overviews.
Be sure to consult with your internal privacy and compliance teams before uploading any non-public information into NotebookLM. As a general rule, only upload publicly available content to NotebookLM.
YouTube videos can be effective at providing an additional perspective through a more expert-focused, human-guided lens on your dataset of sources. Collect long-form YouTube interviews with experts in your area and upload the URLs as additional sources to your notebook.
Create your own scripts or outlines beforehand and provide those to the chat or studio in addition to your primary ask it. This will help ensure it follows the correct path you are looking for and does not hallucinate. You can also use other LLMs or AI Chatbots to help you come up with ideas and draft a high-level script or outline to follow.
If you share your notebook with end users, ensure they understand that chatbot results must be reviewed and refined to provide guidance that helps kick-start an investigation into a topic. End users should be wary of copying/pasting AI-generated content externally.

End-to-End overview

Find your product at SAP Help

Download the SAP product documentation to PDF

Create a notebook and upload files to NotebookLM

Observe your sources and begin interacting with the chatbot & studio

A real-world example, see NotebookLM in action

The SAP Business Network for Procurement is used globally to connect buyers and suppliers and enable interaction and transactions. This results in a variety of country-specific invoicing laws and portals that vary by country. The application itself includes standard invoicing features and built-in support for various country-specific E-Invoicing mandates.

In this example, we will investigate how we can learn more about this topic using NotebookLM with a single prompt to generate a text answer, an infographic, and a video overview file.

Prompt

I want to learn more about e-invoicing and country-specific invoicing rules within the SBN for the Procurement application. My team has a basic understanding of the core SBN Procurement flows, but is seeking more guidance on the e-invoicing and country-specific invoicing logic and features within the product. Can you help produce content that clarifies this for us and explains the topic in detail as it relates to the larger product? Id like to know what is supported in the app, how i would interact with these features, if there are any specific setup or customization requirements to use this, and a list of which countries are currently supported. 
The audience here is a group of corporate employees who know procurement as a whole. Keep things professional and short/sweet. Don't use any exaggerations and don't overhype with any big, bold words. Use simpler, down-to-earth professional wording.

Infographic

Video Overview

Chatbot Response

Here is an overview of how SAP Business Network (SBN) handles e-invoicing and country-specific compliance.

In the context of the Procurement application, e-invoicing on SBN goes beyond emailing a PDF. The system uses structured data (cXML) to validate invoices against your business rules and the legal regulations of the supplier’s country before the invoice reaches your internal systems.

The core feature that manages this is Country/Region-Based Invoice Rules. When a supplier submits an invoice, SBN detects the originating country based on the supplier’s VAT ID prefix or address, then applies a specific set of validation rules that override default transaction rules. This ensures that suppliers in different countries — for example Italy vs the United States — see different required fields and localized behaviors.

The platform supports several compliance models depending on the region.

For VAT-regulated regions, particularly in the EU, Australia, and Canada, SBN enforces required tax information such as VAT IDs, supply dates, tax breakdowns, and local currency requirements.

In countries using government clearance models, where the government must approve an invoice before the buyer receives it, SBN integrates directly with national invoice platforms. Examples include KSeF (Poland), SDI (Italy), and the E-Invoice system (India).

SBN automatically applies digital signatures to invoices for many countries to ensure document integrity and authenticity.

The system also converts standard cXML invoice data into legally mandated formats required by specific governments or networks. Examples include FatturaPA (Italy) and Peppol UBL (supported in countries such as Belgium and Singapore).

Buyers interact with these features primarily through configuration rather than manual invoice transactions.

To configure rules, buyers navigate to Country-Based Invoice Rules within the Administration and Configuration settings. Here, countries can be activated and compliance requirements can be enabled or disabled, such as requiring suppliers to send tax invoice documents.

Buyers can monitor invoice submission status in their inbox. For government-connected countries, invoice history will include status updates showing government validation progress and results.

Buyers can also generate compliance visibility through built-in reporting. One example is the Supplier Legal Profile report, which shows which suppliers have completed the required tax compliance setup for their country or region.

Suppliers see a dynamic invoice creation experience based on their country. During invoice creation, suppliers are shown required local tax fields based on their location — for example GST IDs and HSN codes in India, or Stamp Duty fields in Italy.

Suppliers in countries with strict mandates must complete a Legal Profile or Country Configuration in their account settings. This is where they enter tax registration numbers and upload any required digital certificates or identifiers for government or network compliance.

To enable these features in an SBN Buyer account, buyers must update Default Transaction Rules to allow country-based invoice rules to take precedence instead of being ignored.

Buyers must also add and activate the specific countries they trade with in Country-Based Invoice Rules.

For countries that route invoices through external networks like Peppol, buyers must register their Peppol Participant ID or equivalent identifier in their profile so suppliers can send invoices successfully.

For countries where SBN retrieves invoices directly from government portals (inbound invoice flow), buyers must configure External Document Service settings to establish a connection with the national tax authority. Examples include Poland and Romania.

SBN supports country-specific compliance logic, VAT validation, or government integration for the following countries.

Americas: Brazil, Canada, Chile, Colombia, Mexico, Peru, United States.

Asia/Pacific: Australia, China, India, Japan, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand.

Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom.

Middle East/Africa: Israel, Saudi Arabia, South Africa, UAE.

Considerations & Final Takeaways

Every organization wants onboarding to be faster, clearer, and built on trusted knowledge rather than fragmented internal know-how. NotebookLM enables teams to convert authoritative product documentation, SOPs, configuration specs, SOWs, demos, and project artifacts into a secure AI-powered conversational resource that employees can interact with naturally—like chatting with their most knowledgeable coworker. Instead of manually searching across files and web pages, teams can ask direct questions about product capabilities, setup requirements, and configuration considerations, then instantly convert those answers into internal enablement assets such as training outlines, FAQs, flashcards, infographics, and learning summaries. When setting up your NotebookLM hub, prioritize source quality, clear document labeling, and intentional prompting during training to reduce ambiguity and improve accuracy. This approach scales product fluency across teams, streamlines learning without adding process overhead, and creates more confident, self-sufficient users—while ensuring that expert conversations, when needed, are informed, efficient, and outcome-driven.

Success Pläne - Der neue Support-Ansatz von SAP für die Cloud

2026-02-05T11:26:32.459000+01:00

SAP führt im März 2026 ein neues Support-Modell ein, das die Zusammenarbeit mit Kunden vereinfachen soll. In einer Session im Rahmen der IT Online Konferenz erklärten Dr. Stephanie Lockemann (Head of Premium Engagements and Customer Innovation Services) und Simone Ruprechter (Head of Solution Sales Business Development and Go-to-Market Services) die Neuerungen in einem Interview. Anbei eine Zusammenfassung.

Warum werden die Success Pläne als ein neues Support-Modell benötigt?

Veränderte Marktbedingungen

Die Rahmenbedingungen für Unternehmen haben sich gewandelt. Märkte folgen nicht mehr vertrauten Mustern, sondern verändern sich in kürzeren Zyklen. Wachstumsphasen, Inflation und Rezession wechseln sich schneller ab. Lieferketten geraten ins Stocken, Fachkräfte fehlen, und geopolitische Entwicklungen ändern sich im Tagesrhythmus.

Gleichzeitig entstehen neue Chancen: Daten liefern Erkenntnisse in Echtzeit, künstliche Intelligenz steigert die Produktivität, und neue Geschäftsmodelle werden möglich. Entscheidend ist nicht mehr die Unternehmensgröße, sondern Geschwindigkeit, Transparenz und Anpassungsfähigkeit.

Kundenfeedback als Treiber

Neben den Marktbedingungen war das Kundenfeedback zentral für die Neuausrichtung. Kunden erwarten SAP in einer beratenden Rolle über den gesamten Lebenszyklus ihrer Lösung - nicht nur bei der Implementierung. Sie brauchen vorausschauende Guidance, Unterstützung bei neuen Releases und kontinuierliche Beratung, um den Return on Investment zu maximieren und TCO zu senken.

Die drei Success Pläne von SAP im Überblick

Das neue Modell besteht aus drei aufeinander aufbauenden Success Plänen:

Foundational Success Plan

Der Foundational Success Plan erweitert das bestehende SAP Enterprise Support Angebot und richtet sich an Kunden mit standardnahen Systemen und geringeren Support-Anforderungen. Alle SAP‑Cloud-Kunden erhalten ihn automatisch. Er bietet:

24/7 Support entlang Service Level Agreements
Managed Services für den Cloud-Betrieb
Self-Service-Inhalte für Onboarding und Launch
Begleitung bei der Transformation mit SAP Cloud ALM
Learning Journeys für Schulungen

Advanced Success Plan

Der Advanced Success Plan baut darauf auf und löst SAP Preferred Success sowie SAP Preferred Success expanded edition ab. Er bietet u.a,:

Verbesserte Service Level Agreements
Innovation and Adoption Guidance für neue Releases und Features
KI-basiertes Systemmonitoring mit automatisierten Empfehlungen
Activation and Optimization Services (Microservices mit 8-16 Stunden)
Einen remote Success Expert, der einen Serviceplan erstellt
Kunden können alle Entitlements unbegrenzt nutzen

Max Success Plan

Der Max Success Plan ermöglicht eine strategische Partnerschaft mit SAP. Er kombiniert alle Leistungen aus Foundational und Advanced und ergänzt sie um:

Einen dedizierter Success Plan Manager
Zugriff auf das Premium Engagement Service Portfolio
Services für Business Process Improvement, Complex Transformation und Safeguarding
Maßgeschneiderte, individuelle Services incl. Prototyping
Enhanced Case Management mit dediziertem Ansprechpartner
Vor-Ort-Unterstützung bei Bedarf

Der Max Success Plan integriert das bisherige Premium Engagement Services Angebot.

Was sind Praxisbeispiele der Success Pläne von SAP?

SAP Business AI Nutzung

Bei SAP Business AI sieht es wie folgt aus:

Foundational: Zugriff auf Lösungsdokumentation über help.sap.com, Learning Journeys, Aktivierung von Joule über Self-Services

Advanced: Zusätzliche Leistungen zur Identifikation des Business AI Potenzials, strategische Aktivierung von Anwendungsfällen, fortlaufende Produktberatung, Guidance und Optimierungsempfehlungen

Max: Definition der KI-Strategie, Erstellung einer Daten- und Architektur-Roadmap, Entwicklung von Prototypen für maßgeschneiderte KI-Anwendungsfälle

Business Data Cloud (BDC) - Neues Release

Ein konkretes Szenario bei einem neuen BDC-Release zeigt die Flexibilität durch die Kombination verschiedener Layer:

Foundational: Zugriff auf Lösungsdokumentation über help.sap.com, neue Lerninhalte über Learning Journeys

Advanced bietet:

Release Guidance für Überblick über neue Funktionen
Key Feature Advisory für interessante Features
Best Practice Advisory für Einsatzszenarien
Aktivierung des Features zum Testen
Transformation Advisory für die Implementierungs-Roadmap
Kontinuierliches KPI-Monitoring und Optimierungsvorschläge

Max bietet:

Proof of Concept bei großflächigem Rollout
Begleitung der Implementierung
Safeguarding der Implementierung

Was sind Kernprinzipien der Success Pläne von SAP?

Design Prinzipien sind die Folgenden

Umfassendes, maßgeschneidertes Serviceportfolio für alle Phasen
Einheitliches Front Office und eine Governance
Ein Ansprechpartner über alle Lösungen hinweg
End-to-End Betrachtung der Lösungslandschaft
Individueller Serviceplan je nach Situation

Welche Vorteile bieten SAPs Success Pläne?

Flexibilität: Unlimitierter Abruf von Entitlements ermöglicht schnelles Ausprobieren neuer Features ohne Approval-Prozesse oder separate Angebote
Agilität: Schnellere Innovation durch unkomplizierte Service-Nutzung aus verschiedenen Ebenen
Integrated Delivery: Ein einheitliches Governance‑Modell sorgt für eine optimale Lieferung - unabhängig davon, aus welchem Level oder Portfolioelement die Services kommen
Individualisierung: Lösungsspezifische Wahl des passenden Plans - verschiedene SAP-Systeme können unterschiedliche Success Plans nutzen
Ressourceneffizienz: Einsparung interner Ressourcen und externer Beratung durch SAP-Services

Fragen und Antworten zu SAPs Success Plänen

Für wen ist welcher Plan geeignet?
Die Success Pläne eignen sich für alle Kundengruppen. Durch die drei aufeinander aufbauenden Ebenen findet jeder Kunde das passende Modell - abhängig von Komplexität, Bedarf und strategischer Bedeutung der jeweiligen Lösung.

Wie ist die Verfügbarkeit? Das neue Support-Modell startet am 3. März 2026.

Wie ist der Übergang von bestehenden Verträgen?
Laufende Premium Engagement und SAP Preferred Success Verträge bleiben bestehen und laufen über die gesamte Vertragslaufzeit. Nach Vertragsende erfolgt die Überführung in das neue Modell gemeinsam mit dem Kunden. Ein früherer Wechsel ist nach Absprache mit den bekannten Ansprechpartnern möglich.

Gilt das neue Modell nur für Cloud-Kunden? Ja, die Success Pläne sind für Cloud-Lösungen konzipiert. On-Premise-Kunden können weiterhin Premium Engagement Services in einem revidierten Modell nutzen.

Was passiert mit laufenden SAP Preferred Success oder Premium Engagement Verträgen? Bestehende Verträge laufen über die vereinbarte Vertragslaufzeit. Die Überführung ins neue Modell erfolgt nach Vertragsende oder bei Bedarf früher in Abstimmung mit dem Kunden.

Kann man verschiedene Success Pläne für unterschiedliche Lösungen wählen? Ja, Kunden haben volle Flexibilität. Für jede SAP-Lösung kann der passende Plan gewählt werden. Der Max Success Plan stellt dabei die End-to-End-Beratung über alle Lösungen sicher.

Wann sind Kosten und Preise verfügbar? Aussagen dazu sind ab März 2026 möglich.

Für welche Kundengruppen sind die Success Pläne geeignet? Für alle Kundengruppen. Die drei aufeinander aufbauenden Level bieten für jeden Bedarf das passende Modell.

Wo finden sich weiterführende Informationen? Nach dem Launch im März folgt eine dreiteilige Webcast-Reihe in Deutsch und Englisch mit den Schwerpunkten: Überblick über die Success Pläne/ Deep Dive Advanced Success Plan / Deep Dive Max Success Plan. Die Anmeldung ist bereits hier möglich.

Was sind Tipps für die Praxis? Hierzu wurden folgende Punkte genannt:

Frühzeitig klassifizieren: Bewerten Sie Ihre SAP-Lösungen nach strategischer Bedeutung, Komplexität und Standardnähe, um den passenden Plan zu identifizieren.
Ansprechpartner kontaktieren: Nutzen Sie bestehende SAP-Kontakte für eine individuelle Bewertung und Empfehlung.
Flexibilität nutzen: Denken Sie lösungsspezifisch - nicht jede Lösung benötigt denselben Support-Level.
Entitlements ausschöpfen: Im Advanced und Max Plan sind Services unlimitiert abrufbar. Nutzen Sie diese Flexibilität für schnelle Innovation.
End-to-End betrachten: Lassen Sie sich vom Success Plan Manager oder Expert einen ganzheitlichen Serviceplan erstellen.
Learning Journeys einplanen: Nutzen Sie die integrierten Schulungsangebote für eine erfolgreiche Adoption.
Webcast-Reihe besuchen: Die geplanten Deep Dives bieten detaillierte Einblicke in Advanced und Max Pläne.

Zusammenfassung

SAP reagiert mit den neuen Success Plänen auf veränderte Marktbedingungen und Kundenbedürfnisse. Das dreistufige Modell - Foundational, Advanced und Max - bietet von Self-Service bis zur strategischen Partnerschaft das passende Engagement für jeden Bedarf.

Kernelemente sind Flexibilität, integrierte Delivery mit einer Governance und die Möglichkeit, für unterschiedliche Lösungen verschiedene Pläne zu wählen. Bestehende Verträge bleiben selbstverständlich weiter gültig. Die Success Pläne bündeln SAPs Cloud‑Support‑Kompetenz in einem klar strukturierten Modell, das Stabilität, Innovationstempo und strategische Beratung vereint.

So begleitet SAP Unternehmen durch den gesamten Lebenszyklus ihrer Softwarelösungen. Mehr Infos gibt es hier in den Webinaren.

Enhanced ‘Get Support’ Application: The New System Assistant & More

2026-02-06T11:33:30.473000+01:00

We’re excited to share recent enhancements made to the ‘Get Support’ application in SAP for Me.

The newest update introduces our system assistant, designed to make solving issues faster, and more personalized than ever. It further enhances the Incident Solution Matching recommendations by determining if the SAP Note has already been applied to your system. This reduces the guesswork in determining relevancy and brings us a step closer to a more personalized experience.

System Assistant

What System Assistant brings to you:

Smarter recommendations: By understanding context, it can surface relevant resource, checks, or next steps.
Just the beginning: Additional enhancements to the service are coming soon to further improve recommendation relevancy and to support you in solving your issues faster.

Translation to Improve AI Services:

Non-English case descriptions (Chinese, German, Japanese) will now be automatically translated to English before being processed by our AI services, improving accuracy for predictions and recommendations.

Improved Support Log Assistant:

Additionally, the support log assistant is enhanced. This release introduces improvements when you upload log files during case creation:

The API now supports two new properties: datetime and datetime range. This allows for a more streamlined scanning process and enabling more relevant content recommendations.
File analysis alerts are now displayed inline, positioned between ‘Attachments’ and ‘Contacts’, improving visibility and overall user flow. The analysis report is also automatically attached to the case

Support log assistant

The Top 3 analysis alerts are shown by default, with the option to expand and view up to 5 alerts, ensuring consistency with Incident Solution Matching recommended solutions patterns.

These updates prepare the foundation for deeper AI-driven capabilities coming soon, enabling even more predictive and personalized support experiences.

Other blogs you might be interested in:

Announcing the New SAP for Me Service & Support Dashboard: A Fresh UX for a Better Customer Experience

A Smarter Support Experience

Agentic case resolution – Accelerating AI In Support

2026-02-16T13:00:09.313000+01:00

We are proud to announce the go-live of the agentic case resolution (ACR) minimum viable product (MVP).  A major milestone in our journey to transform how we handle support cases and deliver value to our customers, this launch introduces that streamline repetitive tasks, reduce manual effort, and provide intelligent guidance and automation throughout the case resolution process.

What’s New?

The new agentic platform enables the integration of AI task agents that produce recommendations for new cases, tailored for both customers and engineers. It provides a foundation that supports the incremental expansion of additional agents into the workflow, allowing a modular and flexible approach as the process evolves over time.

For our support engineers this means:

Ready‑to‑review, AI‑generated response drafts for new incoming cases. Engineers can update, refine, and append these drafts with their own insights before sending, maintaining high quality while reducing repetitive work.
Detecting and highlighting potential duplicate cases, helping ensure faster triage and reducing unnecessary customer wait time.
Component change suggestions that support engineers can accurately route cases and accelerate resolution time.

How does it work? 

When a new case is created, the  agentic case resolution triggers a set of AI agents to analyze the case’s initial details to begin troubleshooting. For eligible cases with very high confidence, it can automatically provide a recommended response to customers for newly created Priority 3 (medium) and Priority 4 (low) cases, without direct engineer involvement. Should an engineer be required, it summarizes the initial case description and suggests a recommended response for review, helping customer receive faster, more consistent responses with reduced effort. 

What’s In It for Me?

Customers & Partners 

Consistent, high-quality AI support

Enhanced overall customer experience by leveraging AI solutions to drive efficiency and reduce customer effort

Resolution times significantly reduced through more efficient case workflows for selective Priority 3 (medium) and Priority 4 (low) cases

Our People

Reduces engineer effort

Improved efficiency in case handling workflows

Streamlines tools and processes into one UI to consume AI services more easily

Reduces repetitive tasks

Reduces task switching

What’s coming next?  
This technology enables us to continuously add new AI task agents to the workflow in a scalable manner to expand functionality and scope.   In upcoming releases, you’ll see added capabilities like ongoing case response assistance, conversational experience, missing-information and outage detection agents, triage agent including automatic priority change request detector, and more.

The Goal? Effortless, transparent and transformative.

Want to know more?

Experience the next evolution of SAP support with Agentic Case Resolution

Boost your knowledge of SAP Support with Knowledge-Driven AI

Discover the vision - visit the ACR One Slider

SAP Community - Support Services

SAP’s Commitment to Business Continuity that Protects what Matters

App Support - App Inspector now available from SAP Fiori Launchpad My Home

What’s new

How it works

Typical support scenarios this streamlines

Availability and prerequisites

Tips for adoption

What stays consistent

We’d love your feedback

How to unassign an Authorization Package from an S-user ID in SAP for Me

Smarter Built-In Support in C4C: A Unified and Upgraded Experience

Built-In Support Upgrade Coming with Release 2511

Flexibility by Design

The Best of Both Worlds

What’s New in Built-In Support

What Stays the Same

Why This Upgrade Matters

What to Expect Next

Summary

📚Further Reading

How to Find and Process, in SapforMe , Cases created from a ByD or C4C Version 1 tenant

SAP Universal ID Update: New Authentication Strategy and Self-Service Features

Read more on Confirmed' or 'Confirmed Automatically cases and what can be done?

关于SAP云可用性，你需要了解的一切

Navigating the SAP Learning Help Center: Your Gateway to Seamless Learning Support!

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Everything You Need to Know About Contacting SAP Fieldglass Support

Proactive Monitoring that Integrates Retail Operations in a Data-driven World

Why Proactive Monitoring Matters

How It Works

Breaking Data Silos

Benefits

To the Left, To the Left: Setting Businesses Up for Irreplaceable Success

What Does Shift Left Mean?

Predictive Intelligence

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Impact

New Security Optimization Service for SAP Cloud Identity Services

🌟New in CQC SOS: SAP Cloud Identity Services!

📩How to request a CQC service?

☁️As an SAP Enterprise Support or cloud customer:

🔗Stay connected

New Security Optimization Service for Cloud Connector

🌟New in CQC SOS: Cloud Connector!

📥How to request a CQC service?

☁️As an SAP Enterprise Support or cloud customer:

🔗Stay connected

From Adrenaline to Assurance: How SAP Commerce Cloud Customers Made Peak Season Routine

Why SAP’s Proactive Approach Keeps Getting Better

What Was Enhanced This Year – and Why It Mattered

Behind the Scenes: How It Worked

Results at a Glance

Who Benefited Most?

What’s Next

Keep your next peak season on track:

From Docs to Dialogue: Unlock AI Self-Service Learning for Your Internal Teams

Benefits & Use Cases

Gathering Trusted Knowledge

SAP Product Documentation

Other relevant documentation

Getting Started with NotebookLM

Chatbot-Driven Learning

Generating Internal Training Assets

Audio Overview: podcast interview for auditory learning

Infographic: a one-stop shop PDF for visual learning

Video Overview: a training video for visual learning

Flashcards and Quizzes: A hands-on tool for your team to learn

Best Practices

End-to-End overview

A real-world example, see NotebookLM in action

Prompt

Infographic

Video Overview

Chatbot Response

Considerations & Final Takeaways

Success Pläne - Der neue Support-Ansatz von SAP für die Cloud

Warum werden die Success Pläne als ein neues Support-Modell benötigt?

Veränderte Marktbedingungen

Kundenfeedback als Treiber