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

SAP Knowledge Base Article - Public

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

Symptom

  • Starting in April 2015, customers with access to the SuccessFactors application will automatically have their In Product Support experience upgraded! New features include: 
    • Redesigned Look and Feel​.
    • Use SAP Launchpad applications to manage incidents and support user authorizations

Environment

  • Platform Services & Tools

Resolution

Having an issue in accessing or using In Product Support?

 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 help articles and Customer Community posts by using the search bar available on the Home section of In Product Support. 

       ips-kb-search.JPG

 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. 

 community-result.JPG

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:

ips-kb-search-incident.JPG

  • 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. 

 

             To learn more about submitting incidents in the Launchpad, please visit the Support Portal User Guide for SuccessFactors Admins.

Working On Existing Incidents

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

my-incidents.JPG

 

             To learn more about managing incidents in the Launchpad, please visit the Support Portal User Guide for SuccessFactors Admins. 

Frequently Asked Questions

In Product Support works for me fine now - will I need to change any user permissions because of this upgrade?
You will need to log in with your S-User credentials (S##########) to log into the In-Product Support application the first time.  These are the same credentials you use to log into the SAP Support Portal.

What do I need to do in order to have my In Product Support upgraded?
Your instance will be automatically upgraded to this latest version.
  

If I disabled In Product Support for my entire company previously, will this new upgrade change that setting?
No. If you have disabled In Product Support before, the upgrade will not reinstate In Product Support.
 

I have access to the Learning Module and the Recruiting Marketing applications--will I be able to access In Product Support?
Unfortunately at this time In Product Support is only available within the core SuccessFactors HCM application.

Troubleshooting Guide

Keywords

KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions