? Video Description To help orient new Support Consultants I put together a video on my approach. Anyone getting into an SAP Business One (or really any other software) support role could use a little help getting started. ? Slide 1 - My Approach ▪ Assess ▪ Investigate ▪ Complete ? Slide 2 - Assess READ IT / LISTEN (Carefully) ▪ What are they really asking? ▫ Read between the lines ▫ Maybe you have a better solution? ▪ Do you have enough info to act? ▫ Specific documents / BPs / items? ▫ Steps to recreate the issue? ▫ Screenshots or specific error messages? ▫ “This is broken” is not enough info ▫ Train your clients to provide more information to save them money and you time ▫ Access? ▪ Train your customer ▪ Prioritize but respond ▫ With a date if possible ▫ If you have a portal then it can do this for you ? Slide 3 - Investigate ▪ Narrow down root cause ▫ System wide? ▫ Only one workstation? ▫ Only one user? ▪ Recreate issue / error message ▫ First on server ▫ Need to see same error to know you can solve it ▫ If you can’t recreate it, very unlikely you can fix it effectively ▪ Use a test database ▫ Make a fresh one ▫ Destructive testing (SQL/jiggle it) ▪ Proof of concept ? Slide 4 - Complete (How To) ▪ Provide clear “how to” ▪ Screenshots step-by-step ▪ Validate exact menu paths, don’t guess ▪ Make it an easy reference for the user ? Slide 5 - Complete (Errors) ▪ Provide clear “why” ▪ Think of upstream / downstream issues ▪ If this applies to one BP / doc / item could it apply to many? ▫ Query & fix permanently ▪ If settings issue make suggestions ? Slide 6 - General Tips ▪ Be transparent with the situation ▪ “I don’t know” ▪ “Clear, confident & concise” ▪ Put in the work ▪ Don’t give confusing / ambiguous responses ? Slide 7 - Resources ▪ Test in test system, really understand ▪ Proof of concept ▪ Could B1UP could help? ▪ F1 context ▪ SAP Learning Hub ▪ SAP B1 To Go ▪ Google (SAP forums, etc.) ? Links ? SAP Business One Learning Hub: https://training.sap.com/businessone (you can just register using your own emails individually, does not require SAP S-Users) SAP Business One User Manual (SAP B1 To Go): https://help.sap.com/doc/45e5277ba6584a59aa2f2b86969b5535/9.3/en-US/SAP_Business_One_To_Go_Release_9.3.pdf ? Working Remotely: Efficiently and Effectively Free Course ☕ http://remote.battleshipcobra.com (Free) ? SQL FOR SAP BUSINESS ONE COURSE NOW AVAILABLE ? http://sql.battleshipcobra.com (50% off) ? CRYSTAL REPORTS FOR SAP BUSINESS ONE COURSE ? http://crystal.battleshipcobra.com (50% off) ? More About BattleshipCobra http:/ ... https://www.youtube.com/watch?v=Nw3gAksII1o