2931353 - How to create a perfect case for SAP Marketing Cloud?

The cases created are in wrong component, missing important information or are consulting in nature for which you can get solution without reporting case.

• You want to report a perfect case under SAP Marketing Cloud (SMC) tenant for an issue or query.
• What information you should to provide SAP Support for an efficient handling of the case?

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

• SAP Marketing Cloud

Please follow the below best practices on "How to create a perfect case?" which is in 2 parts:-

1. Before Creating the case
2. Creating the perfect case

★ Part 1: Before Creating the case

A) Post your question or search for blogs and questions in -

• SAP Marketing Community

B) SAP Help Portal contains useful knowledge and standard documentation.

• SAP Marketing Cloud

C) In One Support Launchpad the ISM suggests you solution (Notes, KBAs, Wiki, etc) based on AI.

• Incident Solution Matching (ISM)

D) For missing functionality or enhancement request, you shouldn't open an case.

• Use the SAP Influence forum to Submit Improvement Request.
• Refer to note  2812948 - How to create Improvement Request for SAP Marketing Cloud?

E) Click below links to leverage the free Expert Chat or Schedule an Expert session:

 

F) You want to know where you can find the Help and User Assistance for SAP Marketing:

• Refer note 2546780 - SAP User Assistance for SAP Marketing Cloud & On-premise

G) You can also use the In-App Help of SAP Marketing Cloud for consulting and how to use an App.

★ Part 2: Creating the perfect case

To Report an case under SAP Marketing Cloud (CEC-MKT*), follow the below steps:

A) Please provide affected Business User ID or CB User for this particular issue.

1. Note that it's not the list of all users but one particular user for which issue occurred.
2. CB-user is only used to copy/ model that user's authorizations, hence never share password in case.
3. You can find the user in the app 'Maintain Business Users' as CB99800000XX.
• Direct url - https://<tenant>.s4hana.ondemand.com/ui#BusinessUser-maintain
• E.g. - Administrator user is the affected user, then copy & share highlighted user below:

B) Provide all the Customer, System, Description, Attachment and Priority details:

1. Choose the affected Quality or Production system correctly, to be able to proceed with analysis.
2. Description should contain all technical errors, and issue explanation and attachments with detailed steps and screenshot.
• If reopening an case previously closed in all cases please mention the old case number.
• If tried to find a solution before case creation, list the steps, analysis carried out.

C) Choosing the right component from the affected Fiori App:

1. Click User Profile in right-top corner ➤ About ➤ Scroll to bottom and copy the Application Component.
2. For example, if you are creating a campaign and getting some issue, by following below, get component as CEC-MKT-CPG-UI.

 

D) Respecting case Priority:

• Refer 2852501 - Criteria to Select Very High Priority for SAP Marketing Cloud related cases.
  

E) Business Impact: Answering the questions below help support to better understand the criticality of your case:

1. What activities have stopped for your business?
• How many users are impacted? 
• Is there any financial impact, if yes, how much?
• Is this impacting mission-critical processes for your business or users?
2. Is a workaround currently in place?
• Is this workaround feasible until we get a long term solution?
• If not, please provide reasons why it is not feasible?
3. Are project deadlines affected by this issue?
• When is the Go-Live?
• Is this in quality or production?

F) SAP Cloud Operations: Reach out for issues related to the system management as below:

1. XX-S4C-OPR-INC: Performance Management, System Down
2. XX-S4C-OPR-SRV: Service requests like Transport, Initial User, Scope Items activiation etc

G) Creating separate cases for each individual issue or question:

• Refer 2931353 - Several queries in one case.

★ Check Videos on SAP Marketing Cloud enablement portal.

Important KBAs:

• 2546780 - SAP Marketing: SAP Help and Assistance
• 0583075 - SAP Marketing: Product Availability Matrix (PAM)
• 2644214 - SAP Marketing: Content comparison between On-Premise and Cloud version

Important Notes:

• 0050048 - Several queries in an case
• 0067739 - Priority of problem cases
• 1281633 - Speed Up Processing of a Customer case
• 0560499 - Customer Interaction Center: Hotline - Email/Chat

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SAP S/4HANA Cloud Public Edition all versions ; SAP S/4HANA Cloud all versions