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In this blog post, you will learn all about How to start an Expert chat session with SAP Support to ensure SAP experience is as smooth and effective. There are three main approaches to start an Expert Chat session with a technical expert. Read the detailed steps below and watch the videos.
Using the "Expert Chat" tile on the SAP ONE Support Launchpad provides fast access to Expert Chat.
Before sending a new incident to SAP using the "Find a solution" tile, you can also start an Expert Chat with SAP Support to get a quick answer to your question.
From S/4HANA Cloud products you can open a chat directly via Built-In Support.
Go to the SAP Support Portal and log in using your S-user ID, SAP Support Portal Home (Note: Pop-up should be allowed on the browser).
Click Access my Launchpad tile to open SAP ONE Support Launchpad.
Scroll and find the tile for Expert Chat and click on it.
In the routing menu under “I am writing about…” select one of the options that is the most suitable for the question.
If you are writing about a New Incident (Unreported issue):
Select New Incident (Unreported issue).
Choose the Expert area, or alternatively provide the technical component.
Select the affected system and fill out the form.
The Launch Chat button does not appear if no expert is available for chat. This information also displayed after selection of Expert area.
You will be placed in a queue until an engineer is available to take your chat. Look for a message indicating how many people are in the queue in front of you.
Finally, the chat window will be displayed where you can ask your support question to the SAP Support Expert.
Note that choosing one of the below options will connect you with the Customer Interaction Center.
: If you're contacting us via Chat about an Existing incident, the Customer Interaction Center will be able to assist with you questions about the status and priority of the issue. Chat with a product expert is not available for existing incidents - you may consider Schedule an Expert for Open incident instead: 2705707 - How to use Schedule an Expert for Open Incidents [VIDEO] - SAP ONE Support Launchpad
S-User
SAP ONE Support Launchpad & SAP Support Portal
Other
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v5-1.mp4
Important notes about Expert Chat:
If you need an update on an existing incident, you can also use Expert Chat or contact Customer Interaction Center. Hotline Numbers & E-mail Addresses can be found in SAP Note 560499.
SAP Provides Expert Chat during business days and business hours, on weekends and during bank holidays this service is not available.
The "Start Expert Chat" button will only be available when an SAP Support Expert is available to receive your chat request.
Expert Chat communication is only available in English.
The Expert Chat transcript will be stored in an incident even if the reported issue was resolved during the first interaction with an expert.
VAR partners should read KBA 2637952 for more information about the ways they can use the Expert Chat tool.
The Expert Chat capability is available for most product areas within SAP.
If the"Expert Chat" tile is not displayed, you must add the tile on the SAP ONE Support Launchpad (see video above)
1. Go to the Launchpad.
2. Click on the Personalize button in the upper left corner.
3. Type word "chat" into the search area.
4. Click the "+" button to add the tile to your Launchpad home screen.
When an empty window displayed after clicking the "Start Expert Chat" button or the blue Expert Chat window does not show up in your browser, please read KBA 2392095 - Technical requirements to create a successful Expert Chat Session with SAP Product Support for proper configuration.
Go to the SAP Support Portal and log in, SAP Support Portal Home (Note: Pop-up should be allowed on the browser).
First, log into the SAP ONE Support Launchpad with your S-user ID.
Click on the "Report an Incident" tile.
Fill out the form
The Start Expert Chat button will be enabled after you've filled in the mandatory fields on the form.
You will be placed in a queue until an expert is available to take your chat. Look for a message indicating how many people are in the queue in front of you.
Finally, the chat window will be displayed where you can ask your support question to the SAP Support Expert.
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v5-2.mp4
III. Expert Chat via Built-In Support
Open Built-In Support icon on a S/4HANA Cloud system.
ClickSign Inbutton to log in Built-In Support using your SAP Universal ID account which is linked to an authorized S-user.
- If it is the first time you use it, go to KBA3038177to activate more support options.
Click Report New Issue button, the issue report form is opened.
Fill in the fields Subject and Description. Solution proposals will be given based on your text input.
Component will be automatically selected based on the text input. By clicking the selector icon () you can also manually select another component.
After component selection, theStart Expert Chatbutton appears at the bottom of the form.
- TheStart Expert Chatbutton does not appear if no expert is available for chat or the priority of the issue is very high. In this case, only Create Incident button is selectable.
Refer to KBA3000949to fill in the rest of the fields.
- The size limitation of attachment for Expert Chat is Max 250MB.
Click Start Expert Chat button, the Data Privacy Agreement pop-up displays.
Click Agree button to continue the chat request.
You will be navigated to Ask the SAP Expert screen, and you can see your position in the chat waiting queue.
Once an SAP expert is available and joined the chat, you can see the prompt information “SAP Expert joined the chat”.
Then you can send your questions to the support expert for solution proposal.
To upload and send files trough the chat, click the icon
By clicking the End Expert Chat button, the chat will be ended.
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v6.mp4
See Also
Expert Chat Support Portal page: https://support.sap.com/en/my-support/product-support.html#section_519294480
Thanks for reading!
We hope you found this useful. 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.
If you have any questions, please post in the Q&A (Question & Answer) section here: All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community
Read more #Customer Interaction Centre blog-posts Here!
In this blog post, you will learn all about How to start an Expert chat session with SAP Support to ensure SAP experience is as smooth and effective. There are three main approaches to start an Expert Chat session with a technical expert. Read the detailed steps below and watch the videos.
Using the "Expert Chat" tile on the SAP ONE Support Launchpad provides fast access to Expert Chat.
Before sending a new incident to SAP using the "Find a solution" tile, you can also start an Expert Chat with SAP Support to get a quick answer to your question.
From S/4HANA Cloud products you can open a chat directly via Built-In Support.
Go to the SAP Support Portal and log in using your S-user ID, SAP Support Portal Home (Note: Pop-up should be allowed on the browser).
Click Access my Launchpad tile to open SAP ONE Support Launchpad.
Scroll and find the tile for Expert Chat and click on it.
In the routing menu under “I am writing about…” select one of the options that is the most suitable for the question.
If you are writing about a New Incident (Unreported issue):
Select New Incident (Unreported issue).
Choose the Expert area, or alternatively provide the technical component.
Select the affected system and fill out the form.
The Launch Chat button does not appear if no expert is available for chat. This information also displayed after selection of Expert area.
You will be placed in a queue until an engineer is available to take your chat. Look for a message indicating how many people are in the queue in front of you.
Finally, the chat window will be displayed where you can ask your support question to the SAP Support Expert.
Note that choosing one of the below options will connect you with the Customer Interaction Center.
: If you're contacting us via Chat about an Existing incident, the Customer Interaction Center will be able to assist with you questions about the status and priority of the issue. Chat with a product expert is not available for existing incidents - you may consider Schedule an Expert for Open incident instead: 2705707 - How to use Schedule an Expert for Open Incidents [VIDEO] - SAP ONE Support Launchpad
S-User
SAP ONE Support Launchpad & SAP Support Portal
Other
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v5-1.mp4
Important notes about Expert Chat:
If you need an update on an existing incident, you can also use Expert Chat or contact Customer Interaction Center. Hotline Numbers & E-mail Addresses can be found in SAP Note 560499.
SAP Provides Expert Chat during business days and business hours, on weekends and during bank holidays this service is not available.
The "Start Expert Chat" button will only be available when an SAP Support Expert is available to receive your chat request.
Expert Chat communication is only available in English.
The Expert Chat transcript will be stored in an incident even if the reported issue was resolved during the first interaction with an expert.
VAR partners should read KBA 2637952 for more information about the ways they can use the Expert Chat tool.
The Expert Chat capability is available for most product areas within SAP.
If the"Expert Chat" tile is not displayed, you must add the tile on the SAP ONE Support Launchpad (see video above)
1. Go to the Launchpad.
2. Click on the Personalize button in the upper left corner.
3. Type word "chat" into the search area.
4. Click the "+" button to add the tile to your Launchpad home screen.
When an empty window displayed after clicking the "Start Expert Chat" button or the blue Expert Chat window does not show up in your browser, please read KBA 2392095 - Technical requirements to create a successful Expert Chat Session with SAP Product Support for proper configuration.
- "Report an Incident" tile on the SAP ONE Support Launchpad
Go to the SAP Support Portal and log in, SAP Support Portal Home (Note: Pop-up should be allowed on the browser).
First, log into the SAP ONE Support Launchpad with your S-user ID.
Click on the "Report an Incident" tile.
Fill out the form
The Start Expert Chat button will be enabled after you've filled in the mandatory fields on the form.
You will be placed in a queue until an expert is available to take your chat. Look for a message indicating how many people are in the queue in front of you.
Finally, the chat window will be displayed where you can ask your support question to the SAP Support Expert.
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v5-2.mp4
III. Expert Chat via Built-In Support
Open Built-In Support icon on a S/4HANA Cloud system.
ClickSign Inbutton to log in Built-In Support using your SAP Universal ID account which is linked to an authorized S-user.
- If it is the first time you use it, go to KBA3038177to activate more support options.
Click Report New Issue button, the issue report form is opened.
Fill in the fields Subject and Description. Solution proposals will be given based on your text input.
Component will be automatically selected based on the text input. By clicking the selector icon () you can also manually select another component.
After component selection, theStart Expert Chatbutton appears at the bottom of the form.
- TheStart Expert Chatbutton does not appear if no expert is available for chat or the priority of the issue is very high. In this case, only Create Incident button is selectable.
Refer to KBA3000949to fill in the rest of the fields.
- The size limitation of attachment for Expert Chat is Max 250MB.
Click Start Expert Chat button, the Data Privacy Agreement pop-up displays.
Click Agree button to continue the chat request.
You will be navigated to Ask the SAP Expert screen, and you can see your position in the chat waiting queue.
Once an SAP expert is available and joined the chat, you can see the prompt information “SAP Expert joined the chat”.
Then you can send your questions to the support expert for solution proposal.
To upload and send files trough the chat, click the icon
By clicking the End Expert Chat button, the chat will be ended.
Watch this video for the detailed steps:
https://video.support.sap.com/OnPremise/SMP/SMP%20SERVICE%20MESSAGES/2213344_v6.mp4
See Also
Expert Chat Support Portal page: https://support.sap.com/en/my-support/product-support.html#section_519294480
Thanks for reading!
We hope you found this useful. 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.
If you have any questions, please post in the Q&A (Question & Answer) section here: All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community
Read more #Customer Interaction Centre blog-posts Here!
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