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
1.1 SAP Support Portal / SAP Community / SAP One Support Launchpad
1.2 SAP incident resolution flow

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

3. Reporting an incident
3.1 Choosing component & priority
3.2 Business Impact & examples
3.3 The Perfect Incident
3.4 Post incident resolution

4. How CIC can help you


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 , SAP Support Portal - Support Applications , XX-SER-CIC-KM , CIC Knowledge Management , XX-SER-SAPSMP-ACC , SAP Support Portal - Access , XX-SER-SAPSMP-CON , SAP Support Portal - Contents , XX-SER-SAPSMP-LAUNCH , SAP Support Portal Launchpad , 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 , SAP Support Portal - System Data , XX-SER-SAPSMP-USR , SAP Support Portal - User Administration , How To

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