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15/11/2023
PROMOS News
Booster for PROMOS Support – the new call processing in Fiori®
Since the beginning of the year, we have received over 5,000 enquiries via our PROMOS support portal. However, more than half of these are not fault reports, but requests for advice. With an extensive revision of our support portal, which is based on SAP Fiori®, our customers can now differentiate between a service and a support request when creating a call. In addition to a completely new level of user-friendliness, additional functionalities are also available.
Our users take advantage of the modern SAP Fiori® tile interface to create, edit and check the status of calls – not only at their PC workstation, but also on their smartphone or tablet. Since 14 September 2023, our customers have been benefiting from improved call processing thanks to new functionalities. The stage is set for the future!
New tiles – distinction between service and support requests
In the past, service and support requests were often mixed together when creating calls. One support request is a fault report, the other is a request for advice concerning a chargeable customisation to individual customer requirements. In an overview document (download as PDF), we have illustrated for you how you can differentiate between the two types of enquiry. Now, when you create your call, you decide whether you have noticed an error in your SAP® system or whether you would like an improvement or customisation. This prevents misunderstandings on both sides and enables requests to be better categorised, which reduces processing times and makes the separation of request types much more transparent in the system.
The modern tile interface makes the system easier to use. In addition, a distinction is now made between the creation of a support request and a service request.
More content – access to company-wide requests
A new feature in the revised support portal makes handling service and support requests even easier. Using the new “Edit and send report” tile, users can now view and even edit the requests submitted by all other employees in the company in addition to their own requests. Users therefore have the same view of submitted calls as the PROMOS support team itself.
Clear entry screens – Fiori® makes it possible
Switching call processing in Solution Manager to SAP Fiori® also makes creating and sending calls more convenient and clearer. After clicking or tapping on the corresponding tile in the Fiori® Launchpad, a modern input screen opens in which all relevant information can be entered directly and attachments added. After sending, users can find their enquiries as an overview together with their status in the “My messages” tile. A live number on the tile shows the number of requests that have been created and need to be processed.
Clear entry screens make it easier to submit calls.
Conclusion
The modern and clear interfaces in Fiori® make entering calls child’s play. Thanks to the distinction between a service and support request, processing times for troubleshooting can now be shortened and transparency regarding the type of requests submitted can be significantly increased. The ability to view and process messages submitted by other users takes support to a new level. We are delighted to be able to make these far-reaching improvements available to our customers! Find out more about frequently asked questions and the first steps in the support portal on our revised support website. All links can be found in the overview below.
