3387335 - Built-In-Support in SAP SuccessFactors

• What is Built-In-Support?
• Where to get information about it?

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

SAP SuccessFactors HXM Suite

Built-In Support (BIS) is a support plugin tool that moves support right into the application, offering context-aware guidance to simplify and accelerate the customer interaction, integrated into the UI of SAP's cloud solutions. 

It provides a harmonized in-product support experience across the entire cloud portfolio for SAP customers. Some key benefits being:

• Easy access to knowledge and support without the need to leave the application.
• Easy access to case management including creation, review, correspondence with SAP's Product Support, updating and closing of cases.
• AI/ML-based self-services such as solution proposals, component prediction, and intelligent search.

Starting 2H 2023 release BIS will be accessible in SuccessFactors, from the page header. The legacy In-Product Support tool will be deprecated.

It is context-sensitive and hence will show most relevant & important documentation links to customers from based on which SuccessFactors screen it is being accessed from. It will also aid in support ticket creation by utilizing the User interface context to ensure the ticket is routed to correct support team/component along with the associated page related information.
For example: A support ticket created via BIS, accessed from the SuccessFactors Home Page, will automatically be routed to LOD-SF-PLT-LHOM component.

Important Notes:

• This tool is meant to be used primarily by administrators and requires an SAP Universal ID with linked S/P-user IDs to access most functionality, like Support case creation and monitoring. Note: Users that do not have a S-User account with appropriate permissions will not have the option to submit support tickets through the tool, even if they have the above permission and can access BIS. They will only be able to search for publicly available help content and knowledge resources that do not require S-User login.
  
  
• The BIS icon will only be visible to users with the following permission in RBP:
  • Manage System Properties
    • Company System and Logo Settings
      
      
• Some SuccessFactors pages presently might not have the full context information updated for BIS, and hence will not be able to show it in the tool. This is expected and these pages will be updated for BIS in future releases. This does not impact other BIS functionalities like searching for KBAs/Guides or raising support tickets.

Relevant document links & other information:

• Release Note for BIS in SuccessFactors-> Built-In Support in the Page Header
• Help Guide-> Built-In Support | SAP Help Portal 
• KBA on the core BIS tool-> 3052441 - What is SAP's Built-In Support?
• Creating support ticket using BIS-> 3000949 - How to create a support case – Built-In Support
• How to Log-IN to BIS-> 3038177 - How to log in Built-In Support and activate support functions

Support component for BIS Integration with SuccessFactors: LOD-SF-PLT-SUP

Support component for core BIS tool: CA-FLP-EXT-DSX

• Built-In Support in the Page Header
• Built-In Support | SAP Help Portal 
• KB Article 3052441 - What is SAP's Built-In Support?
• KB Article 3000949 - How to create a support case – Built-In Support
• KB Article 3038177 - How to log in Built-In Support and activate support functions

BIS, Built-In, Built,In, Support, Built-In Support, SuccessFactors, SF,  , KBA , LOD-SF-PLT-SUP , Built-In Support in SuccessFactors , Product Enhancement