SAP Knowledge Base Article - Public

2116056 - Self-Service Resources for SAP SuccessFactors Partners before opening a Support Case

Symptom

This document outlines the key self-service resources that Trained and Certified SAP SuccessFactors Partners are recommended to review before opening a support case.

Note: For instructions on how to create support cases on-behalf of your customers, please check KBAs 2518736 and 2518600.

Environment

SAP SuccessFactors HCM Suite - All Environments 

Resolution

Trained and Certified SAP SuccessFactors Partners are recommended to review the following resources to:

  • Help resolve common issues faster.
  • Reduce the need for support involvement.
  • Ensure that, when a support case is required, duplicate effort is minimized and case resolution is accelerated.

  1. Check Tool

    It goes over your configuration files for potential problems and errors. We recommend that you run it before you pursue additional help options.

  2. SAP for Me 

    Access all customer-facing resources on SAP products. It includes SAP Notes, Knowledge Base Articles (KBAs), Guided Answers, Support Content, SAP Influence, SAP Support Portal, SAP Community and Product Assistance Documentation (SAP Help Portal). There you can find:

    • Configuration and Role-Based Permission (RBP) setup guidance.
    • Troubleshooting steps for common problems.
    • Known errors/bugs and their available workarounds or fixes.
      Clarifications when product behavior is differently than expected.
      Configuration requirements, change details, and change management advice for new features and enhancements.
    • SAP SuccessFactors Release Information.
    • Q&A, blogs and posts from SAP Community.

  3. SAP Partner Portal
     
    • Implementation information.
    • Partner Tools.
    • Event news and recordings.
    • PartnerEdge program information.
    • Updated information on available training and resources and certifications.

      Note: If you have any issues to access PartnerEdge portal, you can access the 'Get Help' page to address the issue. In PartnerEdge Portal, select the option 'Get Help' and then 'Contact Us'. Fill out the form with your request details and click on 'Submit' button. You can also reach out to your Partner Service Advisor.

  4. Partner Implementation Guide

    Online guide that provides current and comprehensive information to assist Partner Consultants in successfully implementing SAP SuccessFactors Solutions.

  5. SAP SuccessFactors Process Library (SSPL)

    It provides comprehensive information on the most important HR processes in SAP SuccessFactors, including process descriptions and process diagrams.

  6. Implementation Design Principles (IDPs)

    It provides structured guidance and advice on how to address challenging customer requirements as well as frequently asked questions occurring during the design and implementation phases of project. IDPs deliver these best practices by means of documents created in collaboration with our top implementation partners and SAP's services and further "verified" by product experts. Check KBA 2861334 for additional info.

  7. SuccessFactors HCM Cloud Operations Portal
    • Provisioning access requests.
    • BizX and LMS Sales Demo requests.
    • SFTP account request and password reset.
    • iContent account request and password reset.

  8. Roadmap Explorer

    Roadmaps for future product portfolio and the Intelligent Enterprise, transformation guides, and more.

  9. SAP Cloud ALM

    It helps you to implement and operate intelligent cloud and hybrid business solutions. You benefit from an out-of-the-box, native cloud solution, designed as the central entry point to manage your SAP landscape with content-driven guided implementation and highly automated operations.

    SAP Cloud ALM is included in your cloud subscription containing Enterprise Support, cloud edition and in SAP Enterprise Support.

  10. SAP Learning Hub

    Solution Training & Certification portfolio. For more info on prices, edition options, please reach out to your Partner Experience Manager (PXM) or your local SAP Education team.

Notes:

  • If you have not yet been certified, you may seek help from another trained/certified resource in your organization or contact SuccessFactors Professional Services for a paid service.
  • Please note that Support Cases will adhere to our SLAs (see KBA 2155240).

See Also

  • KBA 2518736 - Service Partners: How to get authorizations for your S-user ID to create support cases on-behalf of your customers
  • KBA 2518600 - How does a customer invite partner S-user IDs to create cases on their behalf using the Service Partner User functionality 
  • KBA 2748769 - Best practices for opening and updating SAP SuccessFactors Support Cases
  • KBA 2090228 - How to submit ideas for SAP SuccessFactors products

Keywords

SAP, SF, SuccessFactors, HCM, BizX, platform, learning, partner, partner, support, resource, support, roadmap, implementation, partneredge, edge, training, certification, salesdemo_reviewed , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-EC , Employee Central , LOD-SF-LMS , Learning Management System , LOD-SF-INT , Integrations , LOD-SF-RCM , Recruiting Management , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-OBD , Onboarding , LOD-SF-CAL , Calibration Module , How To

Product

SAP SuccessFactors HCM Suite all versions