3439277 - Metadata Framework - Expert Chat Guidelines - SAP SuccessFactors

This Article Describes the Handling and Processing Procedure of Expert Chat for Metadata Framework (MDF) queries.

• SAP SuccessFactors HCM Suite
• SAP SuccessFactors Metadata Framework

The Expert chat Tool is designed for use in the following scenarios:

• How to Questions 
• Questions in regard to Knowledge base Article's/Handbooks

Expert Chat is NOT Supported for the following custom MDF issue scenarios:

• Reviewing Customer/Partner configuration issues & queries
• P1 Very High priority issues
• Root Cause Analysis requests 
• Custom configuration requests (2706322 - What is Support – What is Consulting: Cloud Solutions)

For expert Chats raised on any of the above non-supported topics:

A) If the issue/question should be investigated via regular Case/Ticket handling rather than Expert Chat, Product Support will create a case from Expert Chat and continue the investigation via the Case. In such scenarios, please share following basic MDF information with support for troubleshooting purpose:

• SF instance ID / Support Access
• custom MDF code
• Reproduce steps / Test user
• Any additional custom MDF information related to your queries (i.e MDF workflow, MDF business rule, rule trace log, MDF UI).

Some examples of issues that fall within Scenario A and will be investigated via Case/Ticket instead of chat:

• Business rules not working, 
• workflow not triggering
• email alert not received / not triggering
• Errors while updating MDF data etc
• Or any configurations which need to be checked in detail and will take longer time than what can be resolved via Chat quickly.

B) If the issue/question is a consulting or implementation related, Product Support will close the Chat and guide customer to the Partner community portal for further help:

2116056 - SAP SuccessFactors Partner Support - Resources & Tools

Note: Expert Chat is a live interaction tool that should be used to communicate and screenshare via the tool. If you require a call or meeting, please schedule an SaE session or open a case instead.

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