- What can we do in the In-Product Support tab?
- How can I make best use of the In-Product Support tab?
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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 community.successfactors.com 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