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New Customer
Messages CreationPiloting
Customer Presentation
SAP Service MarketplaceProduct Management
SAP AG, Januar 2005
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Content
Motivation / Goals / Background
Basic conditions of the piloting
How to use the new application
Planned functionality not yet available for the piloting
Next Steps / Timeline
Appendix - Planned functionality in detail
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Motivation / Goals / Background
Motivation
Todays customers search for problems solution using the SAP Notes
Search before creating a Customer Message If no relevant SAP Note is found, a message creation requires the entry
of identical information again
Missing information in the message requires additional inquiries fromSAP which increase message processing time
Goals & Background Combine the existing applications of SAP Notes Search and Customer
Message creation in one integrated process to reduce efforts of double entries due to automatic data transfer from Notes
Search into the message formula to reduce message processing time due to extended information in customer
message
to provide additional value to customers by offering new functionality andbetter structured information
This new application replaces the existing applications for messagecreation (in SAP Support Portal and SAPNet - R/3 Frontend (OSS)), andunifies the SAP Notes Search and Customer Message application.
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Basic Conditions & General Remarks
Basic Conditions
Dedicated Users have to be released (your S-User ID is necessary for
participation)
Messages are replicated to SAPs productive support systems and
will be processed by SAP. Therefore please
do not create test messages !
use the new pilot application to create messages that you would create
anyway (using the existing application)
Feedback will be provided online via SAP Support Portal
we will send a link to all participants mid-February 2005
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Basic Conditions & General Remarks
General Remarks
During the pilot phase the new application is running on a separate server.
Therefore a renewed logon is required when
starting the application under Quick Link /messages
clicking on the buttons System Data Maintenance, Maintain Access Data,
Maintain Service Connection or accessing SAP Notes in the message
You will find 2 lines per Message in your Inbox (Drafts, Sent Items andSearch Option) - one in blue, one in green with an additional remark Pilot
blue messages are processed with the current application
green messages are processed with the new application (Pilot)
Messages created with the current application can be displayed and
changed with the new application and vice versa
Testers have the opportunity to switch between the current and the new
application, but are advised to exclusively use the new application for creating new
or processing old messages during the pilot phase.
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Good to know
Good to know
Click on the little white triangles above'You are here:' to collapse the left
navigation menu
Click on the little blue triangle next to the
installation number in the system section
screen to expand all systems
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Good to know
Good to know
Error message appears on top of the newmessage formula page when an entry is
done wrong
Fields with a wrong or missing entry are
marked with a red rectangle
Latest communication information are
shown on top of the message (section
communication)
today these information are shown at the
bottom
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How to use the new application?
How to create a message?
Step 1: Select System
Step 2: Specify Problem
Step 3: Solve Problem
Step 4: Enter Details
How to access/find a message? Step 5: Drafts messages saved for further processing
Step 6: Sent Items messages sent to SAP
Step 7: Inbox messages sent from SAP
Step 8: Search Option search for customer message
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How to use the new application?
Access the new application in the SAP Support Portal:
http://service.sap.com/message or
Problem Solving Customer Messages
Select System (Pilot) button
to start the new application.
A new logon is required!
Execute Quick Link /message
to browse to the message page
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How to create a message?Step 1: Select System
Select your systemd
Click the triangle to
expand your systemsd
?
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How to create a message?Step 2: Specify Problem
Values taken from
system data application
Enter a short description
of your problem
Press continue to start the
Notes Search with your values
Select application component,
language and context of problem
Tipp: Search with Subcomponents!
H t t ?
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How to create a message?Step 3: Solve Problem
Press continue to create message
Check if the displayed
notes solve your problem
H t t ?
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How to create a message?Step 4a: Enter Details (1/2)
Enter or select a component and mark,
if you are part of a Ramp Up Project
Check the Status
of the message
With these links you can- maintain system data- display software details- maintain access data- maintain service connections
H t t ?
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How to create a message?Step 4b: Enter Details (2/2)
Depending on the chosen application component,
additional application specific questions may appears !
Add attachment
Describe steps toreproduce the error
Temporarily save message or directly send it to SAP
Enter short and long text
to describe the problem
Select a priority
Select or note additional
contact persons
How to access / find a message?
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How to access / find a message?Step 5: Drafts messages saved for further processing
d
d
d
You have two lines per message :Select the green (pilot) messagefor processing with new application
Access your Inbox
How to access / find a message?
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How to access / find a message?Step 6: Sent Items messages sent to SAP
d
d
You have two lines per message :
Select the green (pilot) messagefor processing with new application
How to access / find a message?
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How to access / find a message?Step 7: Inbox messages sent from SAP
d
d
You have two lines per message :Select the green (pilot) messagefor processing with new application
How to access / find a message?
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How to access / find a message?Step 8: Search Option search for customer messages
d
d
d
Select the Status of the
messages to be displayed
Select the green (pilot) message
for processing with new application
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Planned functionality not yet available in pilot phase
General
Single Sign-On / Certificate based logon with SAP Passport
Notes Search
Templates for Notes Search
Saving of Search Results
Existing SAP Notes Search fully integrated
Rating of SAP Notes
Customer Message Templates for Message Creation
Status update via enhanced email notification
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Next Steps / Timeline
Next Steps
Feedback will be provided online via the SAP Support Portal.
We will send a link to all participants mid-February
Feedback will be consolidated and evaluated beginning of March
Suggestions for improvement will be implemented into the new
message application
We will keep you up to date about the pilot results mid of March
Planned start for the new application to Q1/2005 (March, 20th)
Online-Survey after Golive for all customers in the SAP Support
Portal (planned for May/June)
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Appendix - Planned functionality in detail
Appendix
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Templates for Notes Search
The search options can be saved by system as a template and can be
loaded from the start page.
Save Template
Load Template
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Saving of Search Results
The search results can be saved and loaded from the start page.
Save search results temporarily
Select former search results
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Existing Notes Search fully integrated 1/2
The search options of the existing SAP Notes Search will be fully integrated
into the message creation process in order to get optimal search results.
E i ti N t S h f ll i t t d 2/2
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Existing Notes Search fully integrated 2/2
The search results list of the existing SAP Notes Search (/notes) will be
fully integrated into the message creation process.
R ti f SAP N t
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Rating of SAP Notes
SAP Notes can be rated within the SAP Note (Note has been helpful / Note is
unclear). Rated Notes are attached with your rating to the message.
T l t f M
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Templates for Messages
Save Template
A template can be created or an existing template can be updated. Each template
can be selected directly from the start page for processing.
Save message as Template
St t d t i h d il tifi ti
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Status update via enhanced email notification
The status of the message is shown on top of the message. In addition
an enhanced e-mail notification for status updates will be available.
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