Symptom
When a customer creates a duplicate support case in order to request an update on an original case.
Environment
SAP SuccessFactors HXM Suite
Resolution
- Duplicated support cases will be automatically closed
- If you have any case needing an urgent update, escalation, or call back, please update the original case
- In case you receive no response in the case within the expected response time (as per the Service Level Agreement), contact your CSM or reach out to the Customer Interaction Center (CIC) to ask for an expedite request
IMPORTANT: Support personnel handling this hotline are not specialized on specific SuccessFactors Cloud HXM modules. You may not get an immediate solution. They will; however, help you get visibility on your case so the support engineer responsible can work on it as soon as possible
See Also
- KB article 2155240 - Assess case Priority - SuccessFactors
- SAP Customer Interaction Center
Keywords
SF, success factors, duplicated, SLA, Service Level Agreement, Same case, Response Time, case , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-EC , Employee Central , LOD-SF-LMS , Learning Management System , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-RCM , Recruiting Management , LOD-SF-OBD , Onboarding , LOD-SF-PM , Performance Management , LOD-SF-RMK , Recruiting Marketing , LOD-SF-RPO , Recruiting Posting , LOD-SF-CMP-VAR , Compensation Integration Issues with Variable Pay , LOD-SF-GM , Goal Management , LOD-SF-WFA , Workforce Analytics & Planning , LOD-SF-LIT , SAP Litmos Product , How To