Product Support

Artificial Intelligence and Machine Learning

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Incident Solution Mapping for Faster Resolution

Incident Solution Matching is a service from SAP

based on artificial intelligence technology that helps
customers get answers to technical questions faster.

A central part of our machine learning–empowered

support process is it proposes solutions within the
incident creation form so customers can find relevant
SAP Notes and SAP Knowledge Base Articles quickly
without searching manually.

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Artificial Intelligence and Machine Learning
Incident Solution Matching

Incident Solution Matching automatically proposes solutions based on incident data (e.g. incident description) in the
incident creation form and the view or edit form of open incidents in SAP ONE Support Launchpad.

Overview Benefits Access Preview

§ A new machine learning service § Faster resolution time by § Simply access the SAP ONE Support
based on artificial intelligence receiving proposed solutions for Launchpad
(AI) technology your issue
§ Go to the incident creation form
§ Automatically recommends § Find relevant SAP Notes and
§ Describe your issue as concisely as
solutions from SAP Notes and SAP Knowledge Base Articles in
possible
SAP Knowledge Base Articles one quick step without manual
when you create a new incident searching effort § Automatically receive suggested
or view/edit an open incident solutions ranked in order of relevance
§ The more you use Incident
in the right pane
§ Potential matches are ranked Solution Matching, the more
according to their semantic relevant the recommendations § Select a component to further refine
relevance based on incident become the results
data § Access your incidents inbox and open
§ Accelerates the process of an existing incident to view or edit
finding relevant solutions by § Automatically receive suggested
learning from past incidents solutions ranked in order of relevance
in the right pane of the open incident

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 Solution Recommender

As new solutions are created, the system will automatically display potential solutions from SAP
Knowledge Base Articles and SAP Notes. Spend less time searching for answers. Use Incident Solution
Matching and recommendations will be compiled for you in one quick step, before you submit the incident
– potentially saving you time and effort.

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Incident Solution Matching Also Available for Existing Open Incidents

When viewing or updating existing incidents a list of possible solutions is displayed.

By providing additional information results can be further refined.

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AI Drives Improved Recommendations For New “Incident Solution Matching”

The new Incident Solution Matching service

uses artificial intelligence and machine
learning for improved results. The more
customers use the service, the more relevant
the recommendations become. Potential
matches are ranked according to their
semantic relevance based on incident data.

Always learning and improving.

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How to Access Incident Solution Matching

Access SAP ONE Support Launchpad and follow the standard steps to launch the incident
creation form.

1. Describe your issue in Subject and Description. While you are typing in Description,
“Incident Solution Matching” automatically recommends solutions, and the results are
displayed in the left pane. The more detailed information you provide the more matching
results you will get.

2. Select a component from Component field and “Incident Solution Matching” refines the
results even more.

3. For open incidents, simply access your incidents inbox and open an incident to view or edit,
“Incident Solution Matching” automatically recommends solutions in the right pane.

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AI and Machine Learning

Get more information:

• Landing page
• SAP News Center Article – Enter the Next Level of Customer
Support Experience with AI Technology
• SAP News Center Article – AI and Machine Learning Drive
Automation in Product Support
• SAP News Center Article – Customer Convenience Through
Service Automation
• Blog - SAP launches an AI enabled incident wizard in SAP
ONE Support Launchpad
• Webinar - Incident Solution Matching – Enabled by Artificial
Intelligence

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