Hello SAP Concur Community Members,
Have any of you ever wondered why it took several days to get a response to your question or issue? Have you ever posted a question and it took a few back and forth messages with an SAP Concur employee who is trying to help?
Well, we wanted to share a few tips to help you get answers to your questions/issues in the most efficient way possible.
So, here we go…
Tip 1: When posting your issue or question, be sure to include what type of configuration your company is using. We have a Standard and a Professional platform that are very different when it comes to administrative tasks. If you aren’t sure what platform you are on, there is an easy way to tell. Navigate to the SAP Concur home screen, go to Administration in the upper right-hand corner. When you mouse over Administration, you will see a drop-down menu. If you see an option that says Expense Settings (some customers may see Expense & Invoice Settings), then you’re on a Standard platform. If your option says Expense or possibly Expense Admin, then you are on our Professional platform.
Tip 2: Configuration changes are best submitted to SAP Concur Support. I have seen several questions/issues where someone requests a change to their site configuration. Most SAP Concur employees that monitor the SAP Concur Community do not have the ability to make changes to your site and most likely will refer you to Support. Also, for our Professional customers, there are several configuration changes that you might not have access to change yourself, so submitting the issue directly with SAP Concur Support should result in a faster resolution.
Tip 3: When posting your issue/question, it is also helpful to know your company name. I do understand you might not want to post your company name publicly. Why do SAP Concur employees need to know your company name? We have the ability to look up your company and access your site to look into your issue or question. Note: Providing a corporate email address on your profile helps with troubleshooting product related questions/issues.
Tip 4: If your company was acquired by a larger company or if your company recently merged with another company, please provide us with that information. After unsuccessfully searching for a company it’s not uncommon to discover that the company has a different name (i.e., Doing Business As) or because of mergers / acquisitions, the name we have on records is what your commonly used name is.
Tip 5: If you get a response from an SAP Concur employee and you need to provide them with further information, be sure to tag them in your response. When you click the Reply button, first thing to type is @. This should bring up the username of the person you are replying to. Doing this will send a notification to the person that they were mentioned in a comment.
Tip 6: Screenshots help. If you can screenshot your entire screen when you receive an error or if something doesn’t work as expected that will help us narrow down the issue. It may be cliché, but a picture really is worth a thousand words when it comes to troubleshooting.
We hope you find these tips helpful. We appreciate all our Community members and love seeing all of your posts. We also love seeing how our customers interact with one another and help each other here in the Community. Keep up the good work everyone.