Product Support

Expert Chat

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Expert Chat – What Is It?

Expert Chat is a live chat service best suited for

medium or high-priority issues.

It instantly connects you to SAP technical support

experts. Real-time interaction with screen sharing
creates a faster and more direct route to issue
resolution, which improves customer satisfaction
while reducing project and operational costs. It's
available for all support levels and almost all
solutions – at no additional cost.

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Expert Chat – Benefits

Time savings: Quicker resolution time compared to

a traditional, written incident creation.

Efficient issue resolution: Optimize your support

process by consolidating necessary information at an
early stage to solve an issue during the interaction.

Eliminated duplication of efforts: SAP technical

expert creates a follow-up incident for you based on
the details you entered in the ticket. For complex
cases, resolution will be provided through a regular
incident or through a Schedule an Expert session.

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Expert Chat – Why to Use It?

• For high or medium-priority issues, Expert

Chat offers you the option to clarify your
questions within a chat, before filing an
incident.

• In many cases, Expert Chat helps you to

solve your technical problems more quickly
compared to the usual incident workflow.

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Expert Chat – What Are Its Major Features?

• Read-only screen-sharing option for a clear

understanding of your workflow.

• Bi-directional attachment exchange.

• In case of technical issues, the SAP support

expert always creates an incident for you to
document the real-time interaction, including
conversation text as well as attachments.

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Real-Time Interaction
Expert Chat

Expert Chat provides a live chat function that connects you to SAP technical support experts instantly.

Access Preview
Overview Benefits
§ Live support from SAP § Real-time SAP support § Access Expert Chat through the
experts for any technical with quicker and more SAP ONE Support Launchpad
question related to a product efficient issue resolution (several options):

§ Improves support experience § Live support from SAP a. Access Expert Chat while going

with real-time interaction experts for any technical
question related to a product
§ Available for all support levels
§ Same technical experts as
and almost all solutions in the incident channel
b.
§ For more information: § Resolves incidents faster
through the incident submission
process. Chat functionality is built
into the incident form
Access through the Expert Chat tile
on your SAP ONE Support
Launchpad on the My Home screen

Ø Learn more about Expert than those reported through c. Access Expert Chat through the
traditional SAP support “Contact Us”-menu
Chat on SAP Support
channels
Portal d. Carry out a search in the
§ Screen-sharing option launchpad’s database. Click on the
Ø Expert Chat video Expert Chat-button in the upper
area
e. Access through Built-In Support

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Expert Chat – Before You Get Started!

• If you would like to use Expert Chat, you may want to make yourself familiar with the
following information:
“https://support.sap.com/en/my-support/product-support.html” describes the offering of
SAP product support channels.

• You may also check the SAP Knowledge Base Article 2392095, which describes the
technical requirements for an Expert Chat session, including requirements for screen-
sharing.

• To learn more about SAP’s first live channel and details on how to use Expert Chat, you
may also read SAP Knowledge Base Article 2213344.

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 How to Start Your Chat With a Product Support Expert?

The easiest way to start Expert Chat is to first access the SAP ONE Support Launchpad
and at the Solutions/Incidents block click the Expert Chat tile.

Check this SAP Knowledge Base Article 2213344 for detailed steps on how to get
started and align with info on the slides
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Expert Chat – Connecting to the Right Product Expert

To connect with the right product support expert, now select

“New Incident (Unreported issue)” – Step 1.

Please note:
If you have a query on your existing SAP support case or support incident, you need to select
“Existing Incident”. If you are facing a challenge with a non-SAP product related topic, like
questions regarding your S-user, you should contact SAP’s Customer Interaction Center.
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Expert Chat – Required Information

SAP product support requires 3 key information details about your technical problem before starting a
chat:
• Product area / expert area where you are facing problems
• System affected
• Technical problem

The 3 steps and details in a workflow:

1. Select the product area / expert area.

2. Select the system where you are facing the technical challenge.
3. Finally, provide the details of the technical problem and click the “Start Expert Chat” button.

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Expert Chat – Step 1

Select the product area / expert area.

The information will be displayed depending on the Expert Chat availability.

Please note: If you do not find your product or product area in the list of expert areas, you need to
turn to the regular incident channel, since Expert Chat is not yet available for this specific area.
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Expert Chat – Step 2

Select the system where you are facing the technical challenge.

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Expert Chat – Step 3

Finally, provide the details of the technical problem and click on the “Start Expert Chat” button.

The button will only display, if an expert is available to reply to your request. In case where all
experts for your specific area are currently busy, either try again shortly after, or start a traditional
incident.
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Expert Chat

Get more information:

• Expert Chat Landing Page

• Knowledge Base Article 2392095 – Requirements for a
successful Expert Chat session with Product Support
• Knowledge Base Article 2213344 – Starting an Expert
Chat with SAP support [video]
• Knowledge Base Article 2570790 – Expert Chat
frequently asked questions

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