SAP Knowledge Base Article - Public

2115619 - In Product Support Users Guide - Platform Services and Tools


  • What can we do in the In-Product Support tab?
  • How can I make best use of the In-Product Support tab?

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."


SAP SuccessFactors HCM Suite


Accessing In-Product Support

  • You will be prompted to log in your first time accessing In Product Support.  Please use your SAP Support Portal credentials, when prompted, to ensure correct permissions in the In Product Support application.
  • Note: You must have SAP Support Portal access to access In Product Support.  If you have questions about your support access, please contact your Cloud Admin.

Using In-Product Support

Searching for Solutions

  • Users can search KBA's, Help articles and Customer Community posts by using the search bar available on the Home section of In Product Support. 


Tip: Customer Community Results

  • In order to access Community results, a user will have to log into the Customer Community. If you previously had access to the SuccessFactors Cloud Support Portal, you can use your old Cloud Support Portal credentials to log into the Customer Community. If you never had access to the Cloud Support Portal, you will need to register at to access Community results.
  • The below shows the initial Community post  that a user would expect to see within In Product Support. To view the entire post and to download attachments, please click the hyperlink 'Open Full Thread In a New Window' as pictured below. After doing so, please log into the Community using the instructions detailed above. 


Report a New Incident

  • To report a new incident, click the 'New Incident' icon on the right column within In Product Support.  As with the new incident creation in the SAP Support Portal, you will need to perform a keyword search prior to creating an incident. For full instructions for creating support incidents in SAP ONE Support Launchpad, see KBA 2607729.
  • If your question is not answered by the knowledge base search, please proceed with the incident creation form by clicking Contact SAP Support in the bottom-right of the window. 


Working On Existing Incidents

  • The My Incidents page provides users with the ability to review, update, search, comment, and close incidents.


In Product Support , KBA , LOD-SF-PLT , Platform Foundational Capabilities , How To


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