SAP Knowledge Base Article - Public

3704332 - SAP Business Bydesign’s release 2602 will include new built-in support

Symptom

SAP Business Bydesign’s release 2602 will include new built-in support

With the upcoming 2602 release, SAP Business ByDesign receives a major upgrade to its built-in support experience. 
Customers will continue to report issues directly from within their tenant , now through the next-generation Built-In Support, seamlessly integrated with SAP for Me.

This is the same modern Built-In Support already available in other SAP Cloud solutions, bringing in line with SAP’s unified support model.

Resolution

Flexibility by Design
Customers now have complete flexibility:
  • Create and manage SAP support cases directly from their tenant using Built-In Support
  • Work entirely from SAP for Me,
  • or switch freely between both , all cases are fully synchronised and managed centrally.
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* only key user can access built in support and forward cases to SAP.
 
The Best of Both Worlds
 
This evolution brings the best of both worlds:
The in-application convenience customers already know,  combined with the powerful tools and insights available in SAP for Me, including real-time support channels, intelligent search, guided assistance, and complete case management.
 
The result: a smarter, faster, and more unified support experience across SAP’s ecosystem.
 
What’s New in Built-In Support
 
The new Built-In Support delivers choice, speed, and intelligence:
  • Real-time support options: Expert Chat
  • AI-powered search and guided support assistant for quicker solutions
  • Rich text editing and larger attachments for clearer communication
  • Enhanced case logging with guided steps to select the right priority and document business impact
  • Instant synchronisation with SAP for Me (no more 15-minute delays)
  • Accurate case ownership , the creator is correctly identified in SAP for Me 
  • Unified access across all SAP cloud solutions
  • Enhanced reporting and dashboards in SAP for Me, Cloud availability insights, Central case management, Cloud availability insights, Trust Center, etc
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Learn more:

Getting Support Using Built in Support

We recommend to consider completed the support accreditation which also covers the features and benefits of Built in Support

 
What Stays the Same
 
We’re not changing your familiar workflow , Key Users can still create and track their own cases directly in your ByD tenant.
Built-In Support remains embedded, now simply smarter, faster, and seamlessly connected to SAP for Me.
 
End user management remains accessible with the old tool but is limited to internal support only.
 
Why This Upgrade Matters
 
The original Built-In Support in ByD was based on legacy technology that limited access to newer SAP innovations.
 
With the upgraded Built-In Support and SAP for Me integration, customers now benefit from:
  • A modern, AI-enabled experience
  • Real-time engagement with SAP experts
  • Centralised visibility across products
  • Smarter case handling and improved CES outcomes
This is not a change in workflow,  it’s an upgrade to a faster, smarter, and more flexible support experience.
 
What to Expect Next
  • The upgrade is planned with the 2602 release.
  • Existing open cases from the legacy built-in support will become editable in SAP for Me. SAP Knowledge Base Article  3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant
  • We recommend verifying that all relevant users have valid S-user IDs and access to SAP for Me. Built in support requires to sign in with a valid S user  to access case management and case creation. If you have any questions or need help with S-user access, please contact the SAP Customer Interaction Center (CIC) or start a chat with a CIC representative: Contact SAP CIC
 
Summary
 
The new Built-In Support in SAP Business ByDesign is a smarter, faster, and more flexible way to connect with SAP Support.
 
You can now:
  • Create cases from your tenant (via Built-In Support)
  • Manage them in SAP for Me
  • Access real-time support channels
  • Benefit from AI guidance and enhanced reporting
All fully synchronised — giving you one unified experience powered by Built-In Support and SAP for Me. This is the future of SAP Support.

See Also

Keywords

new built in support, DSX, BIS, 2602 release, s user, product , KBA , AP-LM-AM-INC , Incident-Uis , Problem

Product

SAP Business ByDesign all versions