SAP Knowledge Base Article - Public

2573374 - How and Why to search the Knowledge Base Article (KBA) before creating a case - SAP for Me

Symptom

How and why to search for a Knowledge Base Article (KBA) before creating a support case

Environment

Reproducing the Issue

Cause

Resolution

Before creating a case with SAP Cloud Product Support, please check if your issue is already known and if a KBA is available for it. To do so:

  1. Go to the SAP for Me (Make sure your browser allows pop-ups)
  2. Type a search term/words related to your issue in the search box on the Home Page. In the following example, we are searching for "HRIS sync" related KBAs:

  1. The resulting list is comprised of search results from SAP Notes & KBAs, SAP Community, SAP Community Wiki, SAP Support Portal, SucessFactors Community and Guided Answers:

  • There are options available to narrow down results based on Component, Type, Product, Category, Priority and when the result item was released (Released On).
  • These options are found under the "Filter By" section on left-hand side of the result list.
  • You can also sort the result based on Relevance, Released On or Number.
  • The "Sort By" option is available towards top right-hand side of the result list.
  • You can opt to download the result list, send it to your mailbox, or view the result in either list/table view.
  • These options are available next to "Sort By" option.

Why should you search for KBAs?

  • If a KBA is already available, you get the solution(s) immediately.
  • It saves the time and effort of creating a case.
  • Access to our large repository of knowledge is at your fingertips.
  • You can check content of KBAs and rate them as per KBA 1850330. This will encourage SAP Cloud Product Support team to maintain good quality KBAs in the repository. This in turn will help customers/implementation partners to resolve issues quickly and independently.
  • If you have already implemented a solution from a KBA and the issue still persists, you should mention the KBA number when creating a case. This will help SAP Cloud Product Support team to investigate the issue in a better and faster way resulting in quicker resolution.
  • If a feature is being treated as an enhancement request by the engineering team, you will come to know about it with details if there is any existing KBA for it. Sometimes, possible work arounds are mentioned in such KBAs. Also, future release version for the feature may be available in such KBAs so that you'll know when the feature will be available.
  • If we are already aware of any issue and engineering team is still working on a code fix, you will come to know about it with details if there is any existing KBA for it. Sometimes, possible work arounds are mentioned in such KBAs. Also, future release version for the code fix may be available in such KBAs so that you'll know when the issue will be fixed.

See Also

Keywords

SF, success factors, KBA, Ticket, Case, Help, Issue, Problem, Issue, Problem, Support , KBA , XX-SER-FORME , SAP for Me , How To

Product

SAP SuccessFactors HCM all versions