2287393 - Support Processes and Incident Handling Guidelines - SuccessFactors Cloud

This Knowledge Based Article (KBA) provides more insight into support processes for SAP SuccessFactors support cases.

It covers the following topics:

• Business Impact:
• What is the business Impact?
• What information should we provide in the business impact statement?
• When is the business impact required?
• What is a good example of a business impact?
  
  
• Escalating cases vs. changing case priority:
• What is the best way to speed up or escalate an case?
• Can I/should I change the priority of an case?
  
  
• Support cases:
• Why am I being asked to open several additional cases for my issues? I just want all my issues to be resolved.
• What do I need to provide to create the perfect support case?

SAP SuccessFactors HXM Suite

SF, success factors, case handling, multiples queries, several queries, one incident, support, one issue , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-EC , Employee Central , LOD-SF-INT , Integrations , LOD-SF-RCM , Recruiting Management , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-OBD , Onboarding , LOD-SF-PM , Performance Management , LOD-SF-JAM , SAP Jam , LOD-SF-RPO , Recruiting Posting , LOD-SF-CAL , Calibration Module , LOD-SF-CDP , Career Development Planning , LOD-SF-CMP , Compensation Management , LOD-SF-FWK , Platform Framework , LOD-SF-GM , Goal Management , LOD-SF-WFA , Workforce Analytics & Planning , How To