New Customer Messages Creation

Piloting Customer Presentation

SAP Service Marketplace Product Management SAP AG, Januar 2005

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

SAP AG 2005, New Customer Messages Creation

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 from SAP 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 and better structured information This new application replaces the existing applications for message creation (in SAP Support Portal and SAPNet - R/3 Frontend (OSS)), and unifies the SAP Notes Search and Customer Message application.
SAP AG 2005, New Customer Messages Creation

 SAP AG 2005, New Customer Messages Creation

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

SAP AG 2005, New Customer Messages Creation

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 clicking

the application under Quick Link /messages

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 and Search 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.

SAP AG 2005, New Customer Messages Creation

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

SAP AG 2005, New Customer Messages Creation

Good to know
Good to know
Error message appears on top of the new message 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

SAP AG 2005, New Customer Messages Creation

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

SAP AG 2005, New Customer Messages Creation

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
Execute Quick Link /message to browse to the message page

Select System (Pilot) button to start the new application. A new logon is required!

SAP AG 2005, New Customer Messages Creation

How to create a message? Step 1: Select System

Click the triangle to expand your systems

Select your system

SAP AG 2005, New Customer Messages Creation

How to create a message? Step 2: Specify Problem

Values taken from system data application

Select application component, language and context of problem Tipp: Search with Subcomponents! Enter a short description of your problem Press continue to start the Notes Search with your values

SAP AG 2005, New Customer Messages Creation

How to create a message? Step 3: Solve Problem

Check if the displayed notes solve your problem

Press continue to create message

SAP AG 2005, New Customer Messages Creation

How to create a message? Step 4a: Enter Details (1/2)

Check the Status of the message

With these links you can - maintain system data - display software details - maintain access data - maintain service connections

Enter or select a component and mark, if you are part of a Ramp Up Project

SAP AG 2005, New Customer Messages Creation

How to create a message? Step 4b: Enter Details (2/2)

Enter short and long text to describe the problem Depending on the chosen application component, additional application specific questions may appears !

Describe steps to reproduce the error

Select a priority Select or note additional contact persons

Add attachment Temporarily save message or directly send it to SAP

SAP AG 2005, New Customer Messages Creation

How to access / find a message? Step 5: Drafts messages saved for further processing

Access your Inbox

You have two lines per message : Select the green (pilot) message for processing with new application
d

SAP AG 2005, New Customer Messages Creation

How to access / find a message? Step 6: Sent Items messages sent to SAP

You have two lines per message : Select the green (pilot) message for processing with new application
d d

SAP AG 2005, New Customer Messages Creation

How to access / find a message? Step 7: Inbox messages sent from SAP

You have two lines per message : Select the green (pilot) message for processing with new application

SAP AG 2005, New Customer Messages Creation

How to access / find a message? Step 8: Search Option search for customer messages

Select the Status of the messages to be displayed

Select the green (pilot) message for processing with new application

SAP AG 2005, New Customer Messages Creation

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

SAP AG 2005, New Customer Messages Creation

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)

SAP AG 2005, New Customer Messages Creation

Appendix - Planned functionality in detail

Appendix

SAP AG 2005, New Customer Messages Creation

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

SAP AG 2005, New Customer Messages Creation

Saving of Search Results

The search results can be saved and loaded from the start page.

Save search results temporarily

Select former search results

SAP AG 2005, New Customer Messages Creation

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.

SAP AG 2005, New Customer Messages Creation

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.

SAP AG 2005, New Customer Messages Creation

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.

SAP AG 2005, New Customer Messages Creation

Templates for Messages

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 Template

Save message as Template

SAP AG 2005, New Customer Messages Creation

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.

SAP AG 2005, New Customer Messages Creation