2519185 - Troubleshooting performance issues in SAP SuccessFactors Learning

• This articles aims to help you collect as much information as possible when reporting performance issues in in SAP SuccessFactors Learning.
• It's necessary to try to narrow down the population impacted and the areas of the application where the performance is poor.

SAP SuccessFactors Learning

Please answer the following questions when submitting a case to SAP Support:

1. When did the issue start?
2. Who is facing the issue? Ex.: Learning Administrators/Users/Instructors.
3. Which actions reflect the performance problem, and what are steps to reproduce it?
4. Does the performance problem happen in preview and prod.?
5. Does it happen when logged in through BizX, with Learning only users, or in both scenarios?
6. Where are the impacted Administrators/Users located? Ex.: Home office, office (same or different buildings/floors), same or different country.
7. Is the performance issue the same in different browsers?
8. Please, ensure to clear the browser’s cache and cookies. Then, try to replicate the slowness.
9. Please capture network traces while reproducing it. They’ll help with analysis if SAP cannot replicate it.
10. Is the performance problem the same regardless of the network used? Ex.: Lan, Wi-Fi, corporate, connection from home.
11. Do the impacted Administrators/Users receive any error messages or failure to complete actions due to the performance? If so, please provide full error messages in .txt and full desktop screenshots.

Please note that the priority of the case will vary depending on the number of users impacted and the consequences this issue has on their daily tasks. For example:

• Users cannot complete training: Please, specify the number of impacted users and the criticality of this training for them to continue with their daily tasks.
• Administrators cannot complete assignments or create records: Please, specify the deadline and impact it’s missed.

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