2149831 - To contact Professional Services, Partner and Account/Finance Team

SAP Knowledge Base Article - Public

2149831 - To contact Professional Services, Partner and Account/Finance Team

Symptom

  • Support incident needs Professional Service (PS) Consultant engagement.
  • Support incident requires Managed Services Engagement – LMS ONLY.
  • Support Incident requires Account Management (SuccessFactors Finance) team engagement.
  • Contact Partner Help Desk – (For Partners Only).

What is the purpose of this KnowledgeBase?

Driving the resolution of an incident may require interaction & action with teams outside of Cloud Product Support. This document covers details when an incident that is being worked upon needs a consulting or a billable engagement whereby there is a need to extend/enhance the solution or, optimize the existing implementation of the product. Requests of such kind are out of the scope of Cloud Product Support and in such cases, it may require contacting Professional Services Team, outlining the reason behind this.

Environment

  • SuccessFactors BizX Suite
  • SuccessFactors Learning Management System (LMS)

Resolution

Scenario 1: Support incident needs Professional Service (PS) Consultant engagement:

  1. If there is an open incident that is being worked upon by the Cloud Product Support:

           a. Platinum customers may reach out to their respective Customer Success Manager (CSM). CSMs will drive the request and if required reach out to Sales Representative on behalf of you.

           b. Premium customers may reach out to their Customer Executive Engagement (CEE) (if any)or the respective Sales Representative. If you are not aware of either of these mentioned contacts, then please ask the Support Engineer to share the contact details.

           c. Standard customers may reach out to their respective Sales Representative. If you are not aware of the Sales contact person, please ask the Support Engineer to share the contact details of your Sales Representative.

  1. If there is no open incident and you are not aware of the respective contact(s), then please open an incident requesting for the contact details accordingly. 

 

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

SuccessFactors Accounts (Finance) team is usually involved when the BizX instance is in deactivated state and this is in contrary to the expiration date and terms in the purchase order (schedule A). Another general scenario would be to increase the user license count merely based on an approval.

  1. If there is an open incident that is being worked upon by the Cloud Product Support:

           a. Support Engineer working on the incident will reach out to the Account Management team on behalf with regards to the reported request.

  1. If there is no incident and you are looking to contact Account Management team, please follow the steps applicable steps below:

           a. Platinum customers may reach out to their respective Customer Success Manager (CSM). CSMs will reach out to the Account Management for the customer.

           b. Premium customers should reach out to their Customer Executive Engagement (CEE) (if any)or the respective Sales Representative.

           c. Standard customers -

                i. May reach out to their respective Sales Representative.

                                                             OR

               ii. You (Platinum/Premium/standard customers) may create incident with the concern regarding which you would like to contact Account team, we shall then involve the appropriate contacts to put you through to the SuccessFactors Account Team.

Scenario 4: Contact Partner Help Desk – (For Partners Only)

  1. For Pre-Go Live LMS request, click the link below to submit the request:

    https://partners.successfactors.com/Implementation/Pages/Partner-Environmental-Requests.aspx

  2. For any other Pre-Go Live issue, click the link below to submit the request:

    https://partners.successfactors.com/Implementation/Pages/Partner-Managed-Services.aspx

  3. For Provisioning Access Request, click the link below to submit the request:

    https://partners.successfactors.com/Pages/Restricted-Access-Request.aspx

  4. For Provisioning ID Mapping Request, click the link below to submit the request:

    https://partners.successfactors.com/Lists/RAR_ProvisioningID_Mapping/item/newifs.aspx?Source=/Pages/Partnering-With-Us.aspx

  5. Submit a request to Partner Helpdesk for Sales demo account creation issues or provisioning access request issues:

    https://partners.successfactors.com/login/Lists/HelpDeskRequests/Item/newifs.aspx

  6. For new Instance Creation request:

    https://partners.successfactors.com/Implementation/PIPG/Pages/BizX-Instance-Creation.aspx

  7. Sales demo information:

    https://partners.successfactors.com/Pages/Sales-Demo-Request.aspx

  8. PS-to-CS-Transition:

    https://partners.successfactors.com/Implementation/PIPG/Pages/PS-to-CS-Transition.aspx

  9. Open Session with PEPs:

    https://partners.successfactors.com/goals/Lists/Open%20Sessions/calendar.aspx

  10. For Partner Portal Access issues, write an email to partnerheldesk@successfactors.com

Keywords

LMS; Learning Management System; CSM; Customer Success Manager; CEE; Customer Executive Engagement; PS; Professional Services Consultant; contact; , KBA , LOD-SF-PLT , Foundational Capabilities & Tools , LOD-SF-EC , Employee Central , LOD-SF-LMS , SuccessFactors Learning , LOD-SF-SCM , Succession Management , LOD-SF-COM , Community, Portal & Related , LOD-SF-CMP , Compensation Management , LOD-SF-PM , Performance Management , LOD-SF-RCM , Recruiting Management , LOD-SF-JAM , SAP Jam , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, ORD) , Problem

Product

SAP SuccessFactors HCM Suite all versions ; SAP SuccessFactors Learning all versions