SAP has added new tools and services to its Next-Generation Support approach, including support for the SAP S/4HANA Cloud suite.
The vendor has also launched its ‘Schedule an Expert’ live support channel and Guided Answers service, an automated self-service tool which helps customers to solve incidents on their own during structured decision trees.
According to SAP, their Next-Generation Support offering aims to help IT users work more effectively with their software by providing context-sensitive help through a readily accessible knowledge base and consultation with experts.
“Providing always-on omnichannel support for our customers, in which users can find answers in the channel of their choice – or in multiple channels, if they like – is essential in the delivery of a delightful user experience,” said Andreas Heckmann, senior vice president and head of Support Delivery, SAP.
“Live and direct access to our support experts helps the people using our products to get answers quickly. Bringing support into the product itself is a big step forward. SAP will continue to rethink support, putting the customer experience first, and provide innovative solutions to support customers in running their business.”
SAP will preview its built-in support capability for S/4HANA Cloud, which will reportedly bring support features and access to experts inside the product, at this year’s SAPPHIRE NOW event, which will also be the forum for the official launch of the Schedule an Expert service.
The new Next-Generation Support features are part of the support offerings provided on-premise or in the cloud.