SAP Knowledge Base Article - Public

2149831 - Contacting Professional Services, Partner and Account Management Team - SuccessFactors Cloud

Symptom

  • Customer request needs Professional Service/consulting
  • Customer needs the development of a custom solution or extension
  • Support Incident requires Account Management (SuccessFactors Finance) team engagement
  • Customer needs partner assistance
  • Partner needs assistance - Partner Support - Resources & Tools (For Partners Only).

Environment

  • SAP SuccessFactors HCM Suite
  • SAP SuccessFactors Learning Management System
  • SAP SuccessFactors Workforce Analytics

Resolution

Scenario 1 - Customer needs consulting engagement (Professional Services) or the development of custom solution/extension (Cloud Application Extension)

  • Customers can reach out to their Customer Success Manager (CSM)/Customer Executive Engagement (CEE) and request for the respective service.
  • In case the CEE is not known, the customer can contact the account manager or engage-sf@sap.com
  • Refer to KB article 2706322  - What is Support – What is Consulting: Cloud Solutions

Scenario 2 - Support Incident requires Account Management (SuccessFactors Finance) team engagement

  • SuccessFactors Account Management is usually involved when the BizX instance is deactivated due to the expiration date and terms in the purchase order (schedule A), when customer would like to increase the user license count or need more information about the contract.
  • Customers may reach out to their respective Customer Success Manager (CSM)/Customer Executive Engagement (CEE).

Note: if the BizX instance has been deactivated before the contract expiration/end date, please submit an incident to "LOD-SF-PLT".

Scenario 3 - Customer needs partner assistance

Scenario 4 - Partner Support (For Partners Only)

  • Refer to KB article 2116056 - Partner Support - Resources & Tools

See Also

  • KB article 2116056 - Partner Support - Resources & Tools.
  • KB article 2706322 - What is Support – What is Consulting: Cloud Solutions

Keywords

SF success factors PLT platform biz x WFA LMS PSE Professional Services Consultant Point of Contact POC topics , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-EC , Employee Central , LOD-SF-INT , Integrations , LOD-SF-LMS , Learning Management System , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-RCM , Recruiting Management , LOD-SF-SCM , Succession Management , LOD-SF-EP , Employee Profile , LOD-SF-WFA , Workforce Analytics & Planning , LOD-SF-GM , Goal Management , LOD-SF-RMK , Recruiting Marketing , LOD-SF-CMP , Compensation Management , LOD-SF-PM , Performance Management , LOD-SF-JAM , SAP Jam , Problem

Product

SAP SuccessFactors HXM Suite all versions ; SAP SuccessFactors Learning all versions ; SAP SuccessFactors Workforce Analytics all versions