SAP Knowledge Base Article - Public

2863548 - Frequently Asked Questions - SAP Support Expert Chat - SAP Business ByDesign

Symptom

SAP Support Expert Chat has been launched for SAP Business ByDesign and detailed steps explaining how to use this service is explained in the blog here.

What are the best practices and frequently asked questions while using Expert Chat with SAP Support for SAP Business ByDesign products?

Environment

SAP Business ByDesign

Resolution

1. What is Expert Chat?

  • Expert Chat is a real-time support channel with live and direct access to an SAP Support Expert, creating a faster and more direct route to issue resolution.
  • More information can be found in the blog here

2. When can expert chat be used?

  • For issues with medium or high priority.
  • To ask basic how-to questions.
  • To report a new product issue.
  • To request an update on an existing incident.

3. When should expert chat not be used?

  • For critical issues with very high priority.
  • To ask complex consulting questions.
  • To request a new feature.

4. Who can start Expert Chat?

  • Prerequisite: S-User registration is required to access chat. (This only needs to be done once and you can find more information in KBA 1271482.)
  • The key user of SAP Business ByDesign (one who has the view “Incidents” from the Workcenter Application and User Management /Administrator assigned) can start Expert Chat.

5. How and where to access Expert Chat?

  1. Click the question mark in the upper right corner to open the Help Center.
  2. Click the hyperlink "SAP Support Expert Chat".

Expert chat ByD.jpg

6. Who will I be chatting with?

  • When you open a new chat session, you will be connected with the same support team as in the incident channel. There are no robots or automated responders.

7. What are the mandatory fields in the chat form to initiate an Expert chat?

  • Description – Enter the query / subject for which you want to initiate the chat.
  • Application Area -  Enter the concerned business area.
  • First & Last Name - Enter your First and Last Name.
  • E-mail Address - Valid business e-mail address which is maintained with the key user in the application.
  • Captcha. – Unique alphanumeric numbers. (To make sure you are not a robot.)

8. If the SAP Product Support Expert is not able to answer my question during the chat session, will I need to start the incident submission process again?

  • Anytime a chat is opened we will create a follow up incident for you that can be accessed through the Launchpad. The incident includes the whole chat conversation and we will handle the incident like a normal incident if the issue was not solved in the chat.

9. Why do I receive an error message “We are sorry, there is currently no expert available to live chat with you in the area you have selected?”

  • Currently there may be no support expert available for the chat service in the application area you have selected. You may try later or send an incident instead.

10. Can I escalate or receive updates for existing incidents via Expert chat?

  • Yes, you can choose to contact our Customer Interaction Center (CIC) while opening a chat to discuss issues regarding already existing incidents when choosing the option "Existing Incident (Questions about the status and priority of issues already reported)".

expert chat existing incidents cic.jpg

11. Can I refer to the Expert Chat session information at a later time?

  • Yes, after every chat we will create a follow up incident in the Launchpad for you where you can access the transcript of the chat.

12. Are there any technical restrictions to use Expert Chat (supported browser, security settings, etc.)? Which browsers are supported?

  • Yes, before starting Expert Chat, you need to make sure that several sites are allowed by company web access policy from any supported browser.
  • SAP Knowledge Base Article 2392095 describes all the requirements for a successful Expert Chat session including recommended firewall configurations and list of supported browsers.

13. Can I start multiple chat sessions on the same topic?

  • We do not limit the number of chat sessions. However, we recommend that you start only one chat session per problem or question. 

14. Can I attach a document?

  • Yes. Expert Chat supports file attachment

15. Do I have an option to screen share with support in Expert Chat?

  • Yes, screen-sharing capability is available to improve support experience with this real-time support channel.

16. Do I need to provide my consent to the SAP Product Support Expert before screen sharing?

  • Yes, this is mandatory. The SAP product support team will always send a request for screen sharing and only post receiving the approval screen sharing will be initiated.

17. Do I need to install any software for screen sharing?

  • No. When you have agreed with the SAP Support Expert to start a screen sharing during the Expert Chat session, then you will be prompted to approve this request and will receive the "GenesysDX.exe" standalone application which carries out the screen sharing. The application "GenesysDX.exe" contains a security token for a single session.

18. During the screen sharing will the SAP Support Expert have access into documents, files and applications on my PC?

  • No. During the screen sharing session, the Support Expert will only be able to see your screen and has no access to your computer and system. You can pause or stop the screen sharing any time.
  • As a best practice close all the applications and documents are not related to your technical question (e-mail software, document, etc).

19. Do I have an opportunity to provide feedback/rate a session?

  • Yes, there is a customer satisfaction survey after the Expert Chat interaction. Please make sure that the popup windows are enabled in your browser.

See Also

Blog: Chat and SaE in built in support

Blog: How to use Expert Chat for your technical issues? Try this live support channel and solve your incident or technical problem nearly 2x faster!

Blog: Expert Chat – Now available for SAP Business ByDesign & SAP Hybris Cloud for Customer

KBA: 1271482 - How does an administrator create or delete S-User IDs - SAP ONE Support Launchpad

KBA: 2392095 - Requirements for a successful Expert Chat Session with SAP Product Support

Keywords

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Product

SAP Business ByDesign all versions