2115888 - In-Product Support FAQ & Troubleshooting Guide - Platform Services & Tools

SAP Knowledge Base Article - Public

2115888 - In-Product Support FAQ & Troubleshooting Guide - Platform Services & Tools

Symptom

  • SuccessFactors In-Product Support feature is designed to simplify and improve your experience by delivering help just where you need it. If you are having any access issues, please review the tips and FAQs below for assistance.

    To learn how you can use In Product Support, please view our In Product Support User Guide.

Environment

  • Platform Services & Tools

Resolution

 New to Support?

  • If your responsibilities include incident or user management, you will need to acquire the appropriate SAP Support Portal permissions by contacting your Cloud Admin.  Once your permissions are set up, you will use those same SAP Support Portal credentials to log into In Product Support.

Known Issues

       There are currently no known In Product Support issues.

FAQ

What is In Product Support?

  • In Product Support delivers incident management and support resources directly into the product via a ‘Support’ tab within Admin Tools. 
     

What versions of BizX does In-Product Support work for?

  • In Product Support is available for v11 Ultra and v12 Revolution. 
     

Where will the feature be located and for which products?

  • Assuming the user has access to Admin Tools, In Product Support can be accessed on all pages within the SuccessFactors HCM Suite application.      

 

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Who in my company will see the 'Support' tab?

  • In Product Support will be available to all users who have any administrative privileges in the SuccessFactors HCM Suite product.  Within In Product Support, users will have various levels of permission for activities, based upon their SAP Support Portal credentials.  

 For more information on SAP Support Portal user permissions, please visit the SAP Support Portal User Guide for SuccessFactors Admins. 


How does the authentication process work?

  • To see the In Product Support tab, a user must have administrative privileges in the SuccessFactors HCM Suite - that is, they must have access to Admin Tools.  Then, to access any Support Portal features, the user will be requested to log into the SAP Support Portal Launchpad.  The Support Portal authorizations (managed by your Cloud Admin via the SAP Support Portal) will dictate which features and functionality you have access to in the In Product Support tab.  ***Please note: Support users should log in to In Product Support using their Support Portal credentials, NOT their SuccessFactors product credentials.

 

  • Please find an overview of the typical type of content available by an individual's role.

 

Cloud Admin

Cloud User

End-User

Access to Incident Management (Includes live-chat, incident submission, phone support)

Included
(Once authenticated via Support Portal credentials)

Not included**

No In-Product Support

Context-Based Knowledge Base  Suggestions

Included
(Once authenticated via Support Portal credentials)

Included

No In-Product Support

 

 **Cloud Users and end-users will not have visibility or access to their company’s support incidents. Cloud Users will have varying levels of access to Support Portal and Admin Tools access, based on their company's preferences.

Can I restrict who can see and use the feature?

  • The 'Support' tab will be visible to users who have access to Admin Tools and permissions will be assigned based on the description as explained above. 
     
  • Although it cannot be disabled at an individual user level, In Product Support can be disabled for an entire company by submitting an incident to Support.

 
If we use a shared login for admin activities will this affect In Product Support?

  • Users accessing In Product Support will be asked to log in to access Support features.  Each user should have their own login ID and password.

Can my company's end users access In Product Support?

  • No.  Because the 'Support' tab is shown to only users with access to Admin Tools, end users will not be able to access In Product Support. 

What is the difference between the SAP Support Portal (support.sap.com) and In Product Support?

  • In Product Support brings the functionality of the knowledge base and SAP Launchpad into the product. In general, the standalone SAP Support Portal is used for managing and toggling through a large volume of incidents.
     


How do I report an issue with In Product Support?

  • If you encounter an issue while using In Product Support, please report a support incident in the SAP Support Portal (support.sap.com) and our team will review and troubleshoot the issue. Please include screenshots, the impacted user, and any other details like your browser within your incident.


Can I activate In Product Support within my QA/Test CompanyID only?

  • No.  In Product Support will be enabled for all Company IDs. 

 
Can I opt-out of In Product Support?

  • Yes.  To opt out of In Product Support please contact Customer Success and request that In Product Support be disabled in Provisioning.

 

 

User Guide

Keywords

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

Product

SAP SuccessFactors HCM Core all versions