2018 Press Releases

May 18, 2018

SAP Brings Built-In Support to SAP S/4HANA® Cloud

SAP SE announced the expansion of built-in support functionality for SAP S/4HANA® Cloud, providing customers with direct in-solution access to product support through the SAP® CoPilot Web application. This eliminates the steps between requesting support and resolution.

Using SAP Leonardo Machine Learning capabilities and sophisticated intent-matching features, the built-in functionality analyzes support requests from SAP customers through its AI chat features. After processing the text used in the informal support request, SAP CoPilot uses context-sensitive knowledge to provide personalized support.

"As the intelligent enterprise becomes a reality, businesses don't have time to go out of their way to search for support," said Andreas Heckmann, senior vice president of SAP Digital Business Services and head of support, SAP. "With the addition of built-in support, we're meeting our customers where they are and providing answers in a single channel through fast, easy-to-digest guidance."

Built-in support is available through cloud solutions from SAP running in SAP S/4HANA Cloud to provide benefits such as:

  • Moving support into the product: Without needing to leave the solution to search for support externally, customers can get help from support experts from SAP, access solution-relevant SAP software documentation, and find support for best practices all in one place.

  • Increased personalization: Natural language processing technology allows built-in support to interpret the problem at hand quickly and efficiently and provide case-specific guidance through the user's preferred medium, creating a conversational experience.

  • Collaboration with experts: Users can share case-specific situations with and direct questions to internal key users through the SAP CoPilot digital assistant's chat functionality. Based on this rich context, the built-in support function can assist in finding knowledge or forwarding relevant information to SAP. This seamless integration provides the support expert from SAP who is assigned to the incident relevant information right from the start. This ensures a customized and appropriate resolution to the problem raised.

The entire Next-Generation Support approach provides assistance for on-premise and cloud-based solutions at no additional cost. In a continued effort to optimize the customer support experience, the built-in support concept will be expanded to integrate additional support channels across additional SAP solutions in the future.