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What are some best practices for working with SuccessFactors support?

Avoid wasting time with SuccessFactors support by communicating the right information about your issue. Here's what support representatives typically need to know.

As with any software, issues may crop up in SuccessFactors and you'll need to raise a ticket with SuccessFactors...

support.

The best tip is to provide as much information as possible. Support will always want system information like the data center, company ID(s) of the affected instance(s) and user credentials. In addition they will need a full rundown of the steps you've taken, to reproduce the issue, as well as some related information to help them analyze the issue. This information should include:

  1. The logged-in user
  2. The employee(s) affected by the issue
  3. Screens and transactions accessed
  4. Changed fields and the values they have been changed to
  5. The expected outcome/behavior
  6. The actual outcome/behavior
  7. Date and time that the issue occurred
  8. The necessary contact details, including telephone number
  9. Any configuration performed that relates to this area (if applicable)
  10. The outcome of any investigation into the issue (if applicable)
  11. Any history of the issue occurring in the past (if applicable)

To receive a prompt response, include all of the necessary information and be sure that it's correct and easy for support to understand. For example, implementation consultants should always include their company ID at the beginning of the title of their support ticket to reduce unnecessary communication.

In addition, it's important to note that SuccessFactors recently changed its application category options. Selecting the correct option will help SuccessFactors support resolve your issue more quickly by having it routed to the correct team. Likewise, selecting the right severity level will help. The P1 severity level is reserved for extreme system downtime, but P2 can be used for issues that affect normal operation of one or more features within SuccessFactors. Most development system issues should be raised under P3. Familiarize yourself with response times and severity levels before you need to raise a ticket with SuccessFactors support. Note that it can take three to five days to get an answer from support for a P2 or P3 issue.

Very often SuccessFactors support will call the individual who raised the ticket, which is a good way to talk through the issue and any possible solutions. The SuccessFactors support center is located in India, so call times sometimes occur outside of office hours.

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What are some obstacles you've encountered with SuccessFactors support?
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SuccessFactors Support may a times be slow to handle queries which might halt our business even when we have urgent orders to deliver. Another issue is that it takes time to understand how to relay information on issues to the right team as routing information to the wrong team calls for reversing of the process. We therefore take time to familiarize with response times as well as severity levels for P1, P2 and P3 levels.
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I concur with the practices, my only concern is the fact that SuccessFactors does not have a support center located in the United States.
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Article needs should be updated to reflect SuccessFactors' new support severity levels (adopted those used by SAP): Very High, High, Medium, and Low.
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