2808297 - [WEBINAR] [SP] Mejores Prácticas para Gestión de Incidentes

This document contains a 25 minutes Expert Webinar on the topic "Best practices for Incident Management" in Spanish language.
In this Expert Webinar you will learn more about SAP technical support tools such as Incidents, Expert Chat and others.  You will also get a greater understanding of the management and escalation processes for better results and agility in solving technical issues.

Agenda:

1. SAP Support Infrastructure 00:56
1.1 SAP Support Portal / SAP Community / SAP One Support Launchpad 00:56
1.2 SAP incident resolution flow 02:03

2. Immediate Support Tools 03:03
2.1 Notes and KBAs - Knowledge Base Search 03:03
2.2 Expert Chat / Schedule an Expert 04:40
2.3 When and how to engage SAP support team 07:35

3. Reporting an incident 08:26
3.1 Choosing component & priority 08:26
3.2 Business Impact & examples 10:00
3.3 The Perfect Incident 17:39
3.4 Post incident resolution 18:24

4. How CIC can help you 22:19

Duration: 24 min 59 sec

Target audience:

• User Groups
• SAP Customer
• SAP Partner
• SAP Internal

WEBINAR, TECHNICAL SUPPORT, INCIDENT, EXPERT CHAT, SUPPORT RESOURCES, KNOWELEDGE BASE, ESCALATION, SPANISH, SP, , KBA , XX-SER-SAPSMP-SUP , Support Applications , XX-SER-SAPSMP-LAUNCH , SAP Support Portal Launchpad , XX-SER-SAPSMP-USR , User Administration , XX-SER-CIC-KM , CIC Knowledge Management , XX-SER-SAPSMP-ACC , Access , XX-SER-SAPSMP-CON , Contents , XX-SER-SAPSMP-SDM , SAP Support Portal - SAP Download Manager , XX-SER-SAPSMP-SSCR , SAP Software Change Registration Key (SSCR) , XX-SER-SAPSMP-SWC , SAP Support Portal - Software Distribution Center , XX-SER-SAPSMP-SYS , System Data , How To