SAP Concur support is excited to announce the next impactful step in empowering you to get the support you need, when you need it.
GO LIVE ANNOUNCEMENT: These updates will go live in the Support Portal this coming Friday, October 18th at 6:30 PM PST!
The evolution of the SAP Concur Support portal is coming! We are thrilled to share that a new, more intuitive interface will soon be at your fingertips. Finding what you need, when and where you need it, will be easier than ever!
Let’s take a look at the New Concur Support experience. *
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What's New and Improved on the SAP Concur Support Portal? |
The new Concur Support Portal Home Page has a clean, more modern look and is easy to navigate.
With the launch of generative AI search solutioning in April, more of you than ever before chose to self-serve and found what you needed with your very first search. The feedback from you so far about this new feature has been overwhelmingly positive, and we’ve heard you loud and clear!
Going forward, the Portal Home page will prominently feature generative AI search solutioning capabilities so that you can find answers in fewer clicks.
After submitting your search on the Portal Home page, you will see the following page:
Here, if thresholds for relevancy and accuracy are met, a solution will generate for you above the traditional search results. Primary sources consulted to produce the answer will appear as Citations.
If you still need further assistance or are unable to find an adequate answer, you can interact with a Support Engineer immediately by clicking on the blue Contact Support button on the top right of the page.
Clicking that blue Contact Support button will take you to this page:
Here, you can choose the Support channel that best meets your needs. For less urgent, non-business critical issues that were not addressed by the generative AI search, or questions for which you want help immediately, you can choose Chat with Support. During business hours, clicking Chat will connect you to a live Support Engineer.
To speak to a Support Engineer by phone, you can choose Call Support. For complex cases needing expert attention, you can choose Create a Case. If you click on Create a Case, you will arrive at this screen.
This will be your first step in creating a case. Simply Select a Reason option from the drop-down menu, choose a Subject, and then describe the issue you are experiencing. Provide as much relevant information as you can.
Remember: The more information you provide initially, the less time you will spend later providing this information to our experts. That ensures they can start working on your issue faster!
Based on your entries on this page, AI will pre-populate the Case Topic and Case Type. This will ensure your case gets to the right group of experts faster. Please note that you can override the AI suggested Case Topic and Case Type if you feel they do not represent the issue.
Once you have completed this page, simply click on the Next button: doing so will take you to this screen:
Based on your inputs from the last page, there will be some suggested resources for you to review. Please check them to see if they can assist you with your issue! If the resources do not address your issue, simply click Next.
Your last step before submitting the case is to fill out the remaining fields and drop-down menus, such as your region or urgency. You can also add screenshots or files, or any additional information you think Support Engineers might need to address your issue, by adding the URL, by dragging and dropping the files, or by clicking the Upload Files button. If you have no attachments, just move on to Complete the last few fields regarding Support Options and contact email.
Once all the fields are complete, simply click Submit Case, and you are done!
With these updates to the Support Portal, we hope you will be able to get the kind of support you need more quickly.
These updates to the Support Portal reflect our mission to revolutionize your SAP experience with AI while underscoring our parallel mission: Delight Customers. Always.
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*Please note screenshots are mockups. Final live pages may vary slightly.
