new message wizard final e

8/4/2019 New Message Wizard Final E

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New Customer

Messages CreationPiloting

Customer Presentation

SAP Service MarketplaceProduct Management

SAP AG, Januar 2005


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SAP AG 2005, New Customer Messages Creation

Content

Motivation / Goals / Background

Basic conditions of the piloting

How to use the new application

Planned functionality not yet available for the piloting

Next Steps / Timeline

Appendix - Planned functionality in detail


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Motivation / Goals / Background

Motivation

Todays customers search for problems solution using the SAP Notes

Search before creating a Customer Message If no relevant SAP Note is found, a message creation requires the entry

of identical information again

Missing information in the message requires additional inquiries fromSAP which increase message processing time

Goals & Background Combine the existing applications of SAP Notes Search and Customer

Message creation in one integrated process to reduce efforts of double entries due to automatic data transfer from Notes

Search into the message formula to reduce message processing time due to extended information in customer

message

to provide additional value to customers by offering new functionality andbetter structured information

This new application replaces the existing applications for messagecreation (in SAP Support Portal and SAPNet - R/3 Frontend (OSS)), andunifies the SAP Notes Search and Customer Message application.


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Basic Conditions & General Remarks

Basic Conditions

Dedicated Users have to be released (your S-User ID is necessary for

participation)

Messages are replicated to SAPs productive support systems and

will be processed by SAP. Therefore please

do not create test messages !

use the new pilot application to create messages that you would create

anyway (using the existing application)

Feedback will be provided online via SAP Support Portal

we will send a link to all participants mid-February 2005


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Basic Conditions & General Remarks

General Remarks

During the pilot phase the new application is running on a separate server.

Therefore a renewed logon is required when

starting the application under Quick Link /messages

clicking on the buttons System Data Maintenance, Maintain Access Data,

Maintain Service Connection or accessing SAP Notes in the message

You will find 2 lines per Message in your Inbox (Drafts, Sent Items andSearch Option) - one in blue, one in green with an additional remark Pilot

blue messages are processed with the current application

green messages are processed with the new application (Pilot)

Messages created with the current application can be displayed and

changed with the new application and vice versa

Testers have the opportunity to switch between the current and the new

application, but are advised to exclusively use the new application for creating new

or processing old messages during the pilot phase.


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Good to know

Good to know

Click on the little white triangles above'You are here:' to collapse the left

navigation menu

Click on the little blue triangle next to the

installation number in the system section

screen to expand all systems



Good to know

Good to know

Error message appears on top of the newmessage formula page when an entry is

done wrong

Fields with a wrong or missing entry are

marked with a red rectangle

Latest communication information are

shown on top of the message (section

communication)

today these information are shown at the

bottom



How to use the new application?

How to create a message?

Step 1: Select System

Step 2: Specify Problem

Step 3: Solve Problem

Step 4: Enter Details

How to access/find a message? Step 5: Drafts messages saved for further processing

Step 6: Sent Items messages sent to SAP

Step 7: Inbox messages sent from SAP

Step 8: Search Option search for customer message



How to use the new application?

Access the new application in the SAP Support Portal:

http://service.sap.com/message or

Problem Solving Customer Messages

Select System (Pilot) button

to start the new application.

A new logon is required!

Execute Quick Link /message

to browse to the message page
http://service.sap.com/messagehttp://service.sap.com/message



How to create a message?Step 1: Select System

Select your systemd

Click the triangle to

expand your systemsd

?



How to create a message?Step 2: Specify Problem

Values taken from

system data application

Enter a short description

of your problem

Press continue to start the

Notes Search with your values

Select application component,

language and context of problem

Tipp: Search with Subcomponents!

H t t ?



How to create a message?Step 3: Solve Problem

Press continue to create message

Check if the displayed

notes solve your problem

H t t ?



How to create a message?Step 4a: Enter Details (1/2)

Enter or select a component and mark,

if you are part of a Ramp Up Project

Check the Status

of the message

With these links you can- maintain system data- display software details- maintain access data- maintain service connections

H t t ?



How to create a message?Step 4b: Enter Details (2/2)

Depending on the chosen application component,

additional application specific questions may appears !

Add attachment

Describe steps toreproduce the error

Temporarily save message or directly send it to SAP

Enter short and long text

to describe the problem

Select a priority

Select or note additional

contact persons

How to access / find a message?



How to access / find a message?Step 5: Drafts messages saved for further processing

d

d

d

You have two lines per message :Select the green (pilot) messagefor processing with new application

Access your Inbox



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How to access / find a message?Step 6: Sent Items messages sent to SAP

d

d

You have two lines per message :

Select the green (pilot) messagefor processing with new application



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How to access / find a message?Step 7: Inbox messages sent from SAP

d

d

You have two lines per message :Select the green (pilot) messagefor processing with new application



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How to access / find a message?Step 8: Search Option search for customer messages

d

d

d

Select the Status of the

messages to be displayed

Select the green (pilot) message

for processing with new application


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Planned functionality not yet available in pilot phase

General

Single Sign-On / Certificate based logon with SAP Passport

Notes Search

Templates for Notes Search

Saving of Search Results

Existing SAP Notes Search fully integrated

Rating of SAP Notes

Customer Message Templates for Message Creation

Status update via enhanced email notification


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Next Steps / Timeline

Next Steps

Feedback will be provided online via the SAP Support Portal.

We will send a link to all participants mid-February

Feedback will be consolidated and evaluated beginning of March

Suggestions for improvement will be implemented into the new

message application

We will keep you up to date about the pilot results mid of March

Planned start for the new application to Q1/2005 (March, 20th)

Online-Survey after Golive for all customers in the SAP Support

Portal (planned for May/June)


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Appendix - Planned functionality in detail

Appendix


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Templates for Notes Search

The search options can be saved by system as a template and can be

loaded from the start page.

Save Template

Load Template


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Saving of Search Results

The search results can be saved and loaded from the start page.

Save search results temporarily

Select former search results


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Existing Notes Search fully integrated 1/2

The search options of the existing SAP Notes Search will be fully integrated

into the message creation process in order to get optimal search results.

E i ti N t S h f ll i t t d 2/2


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Existing Notes Search fully integrated 2/2

The search results list of the existing SAP Notes Search (/notes) will be

fully integrated into the message creation process.

R ti f SAP N t


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Rating of SAP Notes

SAP Notes can be rated within the SAP Note (Note has been helpful / Note is

unclear). Rated Notes are attached with your rating to the message.

T l t f M


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Templates for Messages

Save Template

A template can be created or an existing template can be updated. Each template

can be selected directly from the start page for processing.

Save message as Template

St t d t i h d il tifi ti


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Status update via enhanced email notification

The status of the message is shown on top of the message. In addition

an enhanced e-mail notification for status updates will be available.

new message wizard final e

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