3667101 - Frequently Asked Questions - New Built in Support (ByD)

This document serves as a comprehensive guide addressing frequently asked questions (Q&A), known issues, and providing workarounds to the users. It is designed to support troubleshooting, clarify common concerns, and enhance user experience by offering actionable solutions

SAP Business bydesign

https://me.sap.com/notes/3665054

1. What are the documentation to onboard New Built in Support?

KBA for Customers / Partners: 3650332 - Onboarding ByD Customers Into New Built in Support (DSX) 

KBA for Partners: 3661864 - "Manage Service Partner Users" SAP4ME Card for ByD Partners 

2. How to handle the cases which were reported from old Built in Support after enabling New Built in Support?

After enabling New Built in support, there is no connection between the cases created from old built in support and support infrastructure. However, it is still possible to edit and send the case back to SAP through SAP4Me. Refer to the KBA for more details - 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant. 

3. Is there a requirement to map a Key User and a S-User? or Is it possible to map a Key User and S-User?

Key Users are specific to SAP Business bydesign and there is no directly mapping but a Key User can have a S-User which will be used to login into New Built in Support

4. Why Expert Chat button is not available?

If you choose the priority of a case as Very High then Expert Chat option is disabled. Expert Chat is available only for High, Medium and Low priority cases

5. Will the current support functionality will be removed completely by enabling New Built in Support?

Current support functionality will be replaced with new Built in Support. 

End User and Key User Interaction / Case flow will remain as-is

Key User and SAP Support / Case flow will be replaced with new built in support

6. When all the ByD tenants will be enabled with new built in support?

2602 release

7. Unable to find the case created in old Built in Support in Sap for Me or Your particular tenant is missing in SAP for Me

There are two possible causes,

• The particular tenant is over provisioned, so it is not mapped to your respective tenant
• The tenant that is not mapped to the customer’s entitlement.

8. Are there any user-mapping activities (e.g., S-User to Business User) that we must validate?

Basic requirement is your Key User should have an S-User with the access to case management in SAP for Me.

9. How will a User in the system be able to create cases and hand them over internally to the key users, which are responsible for sending the cases to the provider (SAP)?

There is no change the flow where End User create and send cases to Key User. This remains as part of Application and User Management work center and Cases view'

If the Key user wants to send a case to SAP then the Key User should use New Built in Support

10. Currently still visible in the test tenants, will the Application and User Management – Cases view be available to check on older, possible closed cases?

Yes, there is no change in this feature

11. Central Service Desk will be of the past as well?

Yes

12. How CHD works with and without New Built in Support?

User type	Is New Built in Support Enabled	Work Center	Scenario
Customer End User	No	Help Center	Create a case from the help center
Customer Key User	No	Application and User management work center Cases view	The created case is present here, send this case to partner system by selecting send to partner as provider action
Partner User	No	Customer Support workcenter Customer Incidents workcenter	Perform the action send to provider to send the case to SAP
Customer End User	Yes	Help Center	Create a case from the help center No change for end user
Customer Key User	Yes	Application and User management work center Cases view	The created case is present here, can send this case to partner system by selecting send to partner as provider action
Partner User	Yes	Customer Support workcenter Customer Incidents workcenter	Send to Provider option is disabled, hence Key user cannot send the case to SAP. Partner should use new BIS to send the case to SAP. If partner creates a case in new BIS, it will automatically send to SAP without any action.

13. Components to report cases

ByD Specific issues: AP-LM-AM-INC

New Built in Support: CA-FLP-EXT-DSX

S-User / SAPforME: XX-SER-FORME

14. How CCC works with and without New Built in Support?

User Type	Is New Built in Support Enabled	Work Center	Scenario
End User	No	Help Center	Create a case from the help center
Key User	No	Application and User management work center Cases view	The created case is present here, perform the action send to provider to send case to SAP
End User	Yes	Help Center	Create a case from the help center No change for end user
Key User	Yes	Application and User management work center Cases view	Send to Provider option is disabled and Forward to Provider checkbox is not available, hence Key user cannot send the case to SAP. Key user should use new BIS to send the case to SAP. If key user creates a case in new BIS, it will automatically send to SAP without any action.

15. Is this upgrade applicable to all systems?

No, this new built-in support is only applicable to systems outside the China Data Centre.

16. Can all key users access all cases reported from a tenant if there are more than one key user?

No, key users can only access cases they have created.

KBA , AP-LM-AM-INC , Incident-Uis , Problem

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