3038177 - How to log in Built-In Support and activate support functions

This Article intends to explain how to access Built-In Support services, configure permissions and activate support functions.

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

• SAP S/4HANA Cloud
• SAP Cloud ALM
• SAP Integrated Business Planning for Supply Chain 
• SAP HANA cockpit 2.0
• SAP Customer Data Cloud 
• SAP HANA Cloud, Data Lake
• SAP Service Cloud Version 2
• SAP SuccessFactors HXM Suite

For more integrated products, go to Built-In Support product page to find more information.

Built-In Support provides a new generation of support services. It aims to bring faster and higher quality support experience to customers are using cloud products. Built-In Supoort is now integrated with SAP S/4HANA Cloud, SAP Integrated Business Planning, and SAP Cloud ALM, and so on. It will integrate with more SAP cloud products in the future.

Main support functions are listed below. To use issue related functions such as reporting a case, starting an Expert Chat, and reviewing cases, the activation of Built-In Support is required. Without the activation, you can only use part of the search function and view recommended links.

(The functions below require an S-user ID and related permissions)

• Create SAP support cases
• Review cases
• Start an Expert Chat
• Navigation of Customer Influence site (Built-In Support does not require your S-user to show this item. However, to logon to Customer Influence site, you need to use your S-user.)

The following steps describe how to activate Built-In Support services.

Accessing Built-In Support

1. In an SAP cloud system which Built-In Support application has integrated with, click  icon, the application expands as below.
2. By clicking Next button, you can see the brief introduction of each function, at the end you will see the home screen where you can start the initial account activiation.

• For detailed guidance, go to SAP Help Portal - Built-In Support.
• Recommended links will be displayed differently based on different system contexts.
• The screenshot below is an example from an SAP S/4HANA Cloud system.

Activate Support Functions

1. Click Start Initial Activation button, you will start the activation flow.
2. Sign in with your SAP Universal ID. For more information about SAP Universal ID, please check this page.

• If you already have an SAP Universal ID, click Sign In button. The SAP Universal ID login page will be opened in a new tab, enter your credentials to log in.
• If you do not have an account yet, click Create Your SAP Universal ID button. The registration page will be opened in a new tab, complete your registration there. Once you have registered successfully, go back to Built-In Support and click Sign In to log in.

3. After logging in, click Link Accounts to link your S-user ID. Please note, if you already have a linked S-user ID, you will skip the step.

• The SAP Universal ID accounts managment page will be opened in a new tab. Click Add accounts button, add your e-mail address of an S-user ID to receive a verification code.

• The S-user ID will be linked to your SAP Universal ID after being verified. Go back to Built-In Support application, you will see the screen as below.

4. Authorize the S-user's permissions to Built-In Support. Click Authorize S-user ID button, the authorization grant page is opened in a new tab.
5. Enter your S-user ID and password to log in.
6. Click Authorize button, your S-user's permission is authorized to Built-In Support successfully.

Note: 

If the authorization fails and you see the Authorization Error screen, you can choose any of the following solutions:

1. Go back to Built-In Support, try to authorize the current S-user again.
2. If you already have an authorized S-user in Built-In Support, switch to another S-user to continue using the application. To request further analysis of this issue, you can use the component CA-FLP-EXT-DSX to report a case.
3. Go to SAP for Me to report a Case using the component CA-FLP-EXT-DSX to request further analysis.

7. Go back to Built-In Support, click account settings icon , you can see your S-user ID is authorized and its detailed information.

8. On the Our recommendations for this page, KBAs will be showed as recommended solutions based on your currently used system and the opened bussiness application, and will be changed dynamically. Some links would be tagged with Hot or Trending, this provides you the real-time information on which KBAs are the hot and trending content.
9. In the middle area of the home screen, you can view the case numbers of your currecnt S-user, which is clickable. For the two support buttons, if your authorized S-user ID has the authorization Send Cases to SAP, you will see the Report New Issue button; if the S-user ID has any of the authorizations listed after the step 11, you will see the Review My Cases button.
10. On the Actions menu, two support function entrances show as below. 
    
    
    
    
11. See more details in the Built-In Support user guide about activating services.

S-user Authorizations

If you cannot see these two buttons or only one button is visible, please check your S-user ID authorizations.

The display of the buttons is based on your S-user ID authorization(s) as follows.

• Report an incident
• Display incidents
• Display all incidents
• Send incidents to SAP
• Close incidents

Go to concept page to view all of the S-user authorizations and the levels they can be assigned at. To request authorizations, contact an administrator of your company.

Limitation:

• The S-user mentioned in this KBA doesn't include those of SAP partners. Currently, only the S-user of SAP customers can use Built-In Support for support functions.
• Built-In Support currently cannot handle CCoE level S-user authorizations. If the authorization level is CCoE, Built-In Support will assume that your S-user doesn't have the authorization and display the warning message on the home screen as well as the My Linked Accounts screen. To access the full set features of Built-In Support, we recommend that you change the authorization to Customer level. For how to change it, you can get the guidance from KBA 1511008.

Dismiss Button

On the home screen, instead of clicking Start Initial Activation button, you may choose Dismiss button in the upper right. Then you will see Sign In button as below. Click this button, the login page will opened in a new tab, you can log in with your SAP Universal ID.

Note: If you choose Dismiss again, only the search entrance and recommended links will stay on the home screen. You need to open account settings using the  icon to see the Sign In button. In case you don't have an SAP Universal ID, click the register link on the login page as below to get a new one.

After you logged in, go back to Built-In Support, you can still activate services by the following steps, then you will be able to access all the functions(depends on your S-user's permissions).

• If your logged account has no S-user linked, see the information on the home screen as below.

1. Click Link Accounts button to link an account. (If you click Dismiss button here, you need to open the Account screen to link accounts)

2. Click  icon to open the Accounts screen, then click  to enter the My Linked Accounts screen.

3. Click Authorize button at the bottom of this screen to grant permissions.

• If you have linked S-user(s), you can enter the My Linked Accounts screen directly to grant the authorization.

After the Activation

After you have activated Built-In Support functions by taking steps above, you can access all the support services.

Next time when you open Built-In Support, you will see the Sign In button on the home screen. Click this button, and you will be logged in to Built-In Support directly.

To check your user account or S-user status, you can open account settings by clicking  icon to find more information.

• Built-In Support in the Page Header
• Built-In Support | SAP Help Portal 
• 3052441 - What is SAP's Built-In Support?
• 3000949 - How to create a support case – Built-In Support

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