2318431 - Duplicate Support Incidents in SAP SuccessFactors

When a customer creates a duplicate support case in order to request an update on an original case.

SAP SuccessFactors HXM Suite

• 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

• KB article 2155240 - Assess case Priority - SuccessFactors
• SAP Customer Interaction Center

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