Presentation is loading. Please wait.

Presentation is loading. Please wait.

 SAP AG 2003 SAP Service Marketplace Support Services and Processes E-learning Contents: Support for SAP Business One.

Similar presentations


Presentation on theme: " SAP AG 2003 SAP Service Marketplace Support Services and Processes E-learning Contents: Support for SAP Business One."— Presentation transcript:

1  SAP AG 2003 SAP Service Marketplace Support Services and Processes E-learning Contents: Support for SAP Business One

2  SAP AG 2003 Access and use SAP Service Marketplace Explain the SAP support processes and use the SAP support services Use the E-learning offers to learn more about SAP Business One At the conclusion of this unit, you will be able to: Support for SAP Business One: Unit Objectives

3  SAP AG 2003 List and explain the various user types for SAP Service Marketplace Describe how to obtain a user for SAP Service Marketplace Navigate in SAP Service Marketplace At the conclusion of this topic, you will be able to: SAP Service Marketplace: Topic Objectives

4  SAP AG 2003 SAP Service Marketplace is an Internet platform that offers a broad range of functionalities to SAP partners and customers:  Product and Service information  Communication with SAP  Partner Communities  Access to the knowledge database  Problem message creation and tracking  Online training  Product documentation  Download area for upgrades and patches  Self-services  and so on SAP Service Marketplace

5  SAP AG 2003 Authorizations for SAP Service Marketplace SAP Service Marketplace contains information and services especially for SAP partners. Choose http://service.sap.com/ to access the SAP Service Marketplace. Access to this service depends on the user's authorizations. Support user Information SMB Partner Portal Administrator Info user Request license Create messages... The info user has display authorizations only. The support user can also use support functions. Support user Request user Maintain authorizations Reset passwords … The administrator can also manage the users in his or her company. Info user Request license Create messages... Info user

6  SAP AG 2003 User with Administrator Authorization Data Central contact person Installation No. Partner No. E-mail domain Partner Partner agreement has been signed. Partner's master data is entered. 1 2 4 Central contact person gets initial administrator user SMB Partner Portal S00012345 S00012345 with administrator authorization Create messages Request license Notes User administration Training booking 5 Letter Central contact person is given administrator authorization manually 3

7  SAP AG 2003 Creating an Info User on SAP Service Marketplace … E-mail address First name Name Installation No. or Partner No. Dates SAP Service Marketplace E-mail Registration key Registration password Access to registration page on the SAP Service Marketplace Display authorization Info user 1 3 2

8  SAP AG 2003 Creating and Administrating Support Users as an Administrator User informs administrator (S-user with administrator authorization) service.sap.com/user-admin … Search for notes Request license Create messages Support authorizations Administrator requests S-user and decides which authorizations he is given.

9  SAP AG 2003 SMB Partner Portal - Homepage

10  SAP AG 2003 Get support using the Internet or by phone Explain the problem-solving process for SAP Business One Search for SAP Notes Create problem messages in SAP Service Marketplace Get remote support At the conclusion of this topic you will be able to: Support Process: Topic Objectives

11  SAP AG 2003 Two Options for Support Customer SAP SAP Hotline or SAP Service Marketplace CustomerPartner Hotline or SAP Service Marketplace SAP Service Marketplace Option 2: The customer contacts SAP directly for support. Short-term offer from SAP to help the partners. Option 1: The customer contacts the partner for support. A long-term goal for every partner. SAP

12  SAP AG 2003 Support Services I Telephone Support Services Hotline Duty Manager Internet Support Services Problem Processing Notes Database Remote Support

13  SAP AG 2003 Support Services II Tools SAP EarlyWatch Alert Support Desk Operation Concept Further support offers Remote Safeguarding Escalation Handling

14  SAP AG 2003 SAP Notes SAP Support Employee; SAP Development SAP Partner; SAP Customer Create Search

15  SAP AG 2003 PartnerSAPCustomer Known Problems: Customer Uses SAP Notes Database encounters problem finds solution deploys solution searches SAP notes database himself Checks SAP Business One online help

16  SAP AG 2003 PartnerSAPCustomer Known problems: Customer Uses Partner Support Reports problem (over the hotline or by customer message) Deploys suggested solution Confirms solution Finds solution (with or without the help of the SAP Notes database) Suggests solution as a customer message and sends it back to customer

17  SAP AG 2003 PartnerSAPCustomer New Problems: Partner Uses SAP Support Sends customer message to SAP Tries to solve the problem (including search of the SAP Notes database) Adds SAP Notes search and solution attempts to the customer message Solves the problem and creates an SAP note for it Suggests solution via customer message and send it back to customer Reports problem (over the hotline or by customer message) Deploys solution Confirms solution

18  SAP AG 2003 Rules for Creating Customer Messages Handle only one problem per message. Specify the customer and system in which the error occurs Specify a contact person and telephone number Specify the component as closely as possible (SBO-*) Select a suitable priority according to SAP Note 67739 Write in English Use a meaningful short text Describe the problem in detail  Frequency and time of occurrence  Procedure for reproducing the problem, including necessary data  Particular conditions (for example, upgrade) Provide logon data for remote login Document your own error analysis and SAP Notes search

19  SAP AG 2003 Priorities Very high High Medium Low

20  SAP AG 2003 Process for Remote Support WebExSAPCustomer/Partner Schedules support meeting and invite attendees Receive e-mail with link to register for the meeting Receives registration Register for the meeting Log on to the meeting Receive e-mail with password and link to the meeting Sends registration e- mail to invited attendees Set-up meeting manager Log on to the meeting WebEx-meeting (allows application and desktop sharing) Receives confirmation Sends confirmation e- mail to SAP support Sends e-mail with meeting password to registered attendees

21  SAP AG 2003 SAP Business One Support Desk CustomerSupport Internet SAP Business One Create message offline directly out of SAP Business One 1 SAP Service Marketplace Check out solution from SAP Service Marketplace 5 Automatic notification of solution to normal e-mail account 4 Offline Html-Template Partner or SAP creates solution 3 Send message via internet 2

22  SAP AG 2003 SAP EarlyWatch Alert for SAP Business One Customer Internet Support Partner Collect important hardware and software data direct from SAP Business One 1 Send data to the SAP Service Marketplace Transport the data to an SAP System for analysis Analyze the data and generate the report Send report to the customer and the partner 2 5 3 4 SAP Business One SAP Service Marketplace SAP Analysis System Report

23  SAP AG 2003 Integrated Implementation and Operation Concept Implementation Operations & Improvement Analysis & Design User and system re- quirements Service Level Agreement Installation SBO Product and Add-Ons Data Transfer Workbench (DTW) Support automation tools Handover Going Live Check Solution documenta- tion Solution Management Upgrades & patches System Backup Analysis & Monitoring Training Product Training System Operation Support infrastruc- ture Activities Template for Service Level Agreement DTW Support Automation Tools Training Materials …. Template for Going Live Check and Handover Implementation and Operation Guide Tools & Check Lists Going Live Implementation Management Solution Management Customer Project Documentation

24  SAP AG 2003 Use the learning maps for SAP Business One Update your knowledge about SAP Business One At the conclusion of this topic, you will be able to: E-learning: Topic Objectives

25  SAP AG 2003 Role-Specific Learning Maps Select your role

26  SAP AG 2003 Personalization window Overview and useful markers Topics in the Must-Know area Learning units in the Must-Know area Topics in the Nice-to-Know area Structure of a Learning Map Personalize your Learning Map. Choose a step or quit. Work your way through the learning units, mark them as completed, and give us feedback. Learn Nice-to- Know topics.

27  SAP AG 2003 You are now able to: Support for SAP Business One: Unit Summary Access and use SAP Service Marketplace Explain the SAP support processes and use the SAP support services Use the E-learning offers to learn more about SAP Business One


Download ppt " SAP AG 2003 SAP Service Marketplace Support Services and Processes E-learning Contents: Support for SAP Business One."

Similar presentations


Ads by Google