3709558 - Getting Started with New Built in Support - SAP Business ByDesign

This Knowledge Base article helps you find the most relevant Knowledge Base articles needed to begin working with New Built-in Support, which was released in the ByD 2602 update.

Important: New Built in Support upgrade is for all the systems except the systems hosted in China DC

SAP Business ByDesign

What will be the difference for End user and Key User with New Built in Support?

End User - No Changes

Key User - The options such "Forward to Provider", "Send to Provider" and "Note to Provider" are removed. To report any new cases to SAP Support, use New Built in Support. For Existing cases, you can still access it from SAP for ME.

Documentation for the Beta release in 2511:

• Blog: ByDesign 2511 Release: New Built-in Support User Guide - Beta Version
• KBA: 3650332 - Onboarding ByD Customers Into New Built in Support (DSX)

Documentation has been published for the Go Live in 2602:

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

Before starting with New Built in Support, you’ll need to know certain prerequisites.

1. S-User is mandatory to login into New Built in Support, check whether you are a Key User in ByD and have a valid S-User
2. Once new Built in Support is enabled then the existing cases cannot be sent to SAP and Vice Versa. For those existing case, you have to follow the KBA as workaround 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD 

S-User:

Know About S-User:

• Getting Started - Your New S-user ID
• S-User - Users & authorizations
• Everything You Need to Know About Super Administrator S- User ID Concept! | SAP Blogs
• Your important contacts & your company's administrators
• How does an administrator create or delete S-user IDs? - SAP for Me
• The newly created Cloud administrator must then create S-User IDs for the company and assign specific authorizations based on the requirements.
• Important Contact descriptions and how to view/change S-users with important functions - SAP for Me

Troubleshooting:

• 2596214 - How to maintain Super, Cloud, and User Administrator S-user IDs listed in My Important Con...
• 2492132 - What is the difference between Super, Cloud, and User Administrator S-user IDs? - SAP for ...
• 1282821 - How to determine if my S-user ID is a Super Administrator, Cloud Administrator, or User Ad...
• 2371719 - S-user ID login error: Sorry, we could not authenticate you. Try again. - SAP for Me
• 1282808 - What tasks is a Super, Cloud, or User Administrator S-user ID responsible for? - SAP for Me
• 2198153 - How does a Cloud Administrator add/remove S-user ID authorizations - SAP for Me

S-User Authorization - Case Handling:

• 3581660 - Error: "Sorry, you are not authorized to access this page" - SAP for Me
• 3383142 -Which S-user ID authorizations are required for support case handling?
• 2891528 - How to use the Self-Service Authorization Request - SAP for Me

Who should I contact if there’s an issue with S-User?

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

560499 - Customer Interaction Center: Hotline - Email - Chat

New Built in Support:

• 3038177 - How to log in Built-In Support and activate support functions
• 3000949 - How to create a support case – Built-In Support
• 3584368 - Updates to key user login process due to identity management changes - Built-In Suppor...
• 2213344 - Starting an Expert Chat with SAP Support

ByD specific documents and references:

• 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant.
• 2611988 - Central case Processing CHD and CCC Scenarios in ByD and C4C
• 3650332 - Onboarding ByD Customers Into new Built-In Support
• 3661864 - "Manage Service Partner Users" SAP4ME Card for ByD Partners
• 3667101 - Frequently Asked Questions - New Built in Support (ByD)
• 2518600 - How does a customer invite partner S-user IDs to create cases on their behalf using the Service Partner User functionality
• 2518736 - Service Partners: How to get authorizations for your S-User ID to create support cases on-behalf of your customers
• 3222501 - How to find SAP Contacts, Partner Contacts, and Important Contacts for your Customer Number - SAP for Me
• 3300855 - How to assign Product-Related contacts for your company - SAP for Me

SAPFORME:

new built in support, dsx, byd, case handling, s user, sapforme, partners

KBA , AP-LM-AM-INC , Incident-Uis , How To