SAP Knowledge Base Article - Preview

2808287 - [WEBINAR] [PT] Melhores Práticas e Gerenciamento de Incidentes

Symptom

This document contains a 40 minutes Expert Webinar on the topic "Best practices for Incident Management" in Brazilian Portuguese 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  02:07
1.1 SAP Support Portal / SAP Community / SAP One Support Launchpad 02:07
1.2 SAP incident resolution flow 05:57

2. Immediate Support Tools 06:54
2.1 Notes and KBAs - Knowledge Base Search 06:54
2.2 Expert Chat / Schedule an Expert 09:19
2.3 When and how to engage SAP support team 14:25

3. Reporting an incident 16:08
3.1 Choosing component & priority 16:08
3.2 Business Impact & examples 17:39
3.3 The Perfect Incident 29:42
3.4 Post incident resolution 31:57

4. How CIC can help you 37:03


Duration: 40 min 53 sec


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Environment

Target audience:

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

Keywords

WEBINAR, TECHNICAL SUPPORT, INCIDENT, EXPERT CHAT, SUPPORT RESOURCES, KNOWELEDGE BASE, ESCALATION, PORTUGUESE, PT, , KBA , XX-SER-SAPSMP-SUP , Support Applications , XX-SER-SAPSMP-LAUNCH , SAP Support Portal Launchpad , 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 , XX-SER-SAPSMP-USR , User Administration , How To

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