As you might have noticed, lately SAP is really investing in making their technical support much better in several ways: by redesigning the support portal through the new SAP Launchpad, yes I know that this not going also as fast as expected and that there are some sudden unexpected interruptions, exactly when you need it more 🙂 and for the new users maybe it is a little difficult to find things, but hey, it is a big progress, if you remember the old and dull service.sap.com. Also expert chat, schedule an expert, non-technical chat, expending the Wiki, SCN, blogs sections, releasing new KBAs for different basic topics, some of them even with videos, developing the SuccessFactors and OpenSAP applications and so on, these are all part of SAP initiative for improving their support service. Maybe not all the solutions are as helpful as expected, but for sure SAP is trying and I think it has improved a lot in this area and finding information is starting not to be a problem anymore.
One tool that is rather new and interesting to use is called SAP Guided Answers. At the moment there are 484 articles, maybe this is not so much at the moment, but I am sure that this will get much popular in the future and that the topics covered will extend. These are not just some simple articles written, but it is also interactive by guiding you through find a solution, depending on your error scenario, you can follow different decision trees.
What is really cool is that this is also integrated in the knowledge base search from Support Portal, so you do not have to do a separate search when you are interested in finding an answer to a specific problem:
You also have an option to write a feedback depending on your experience, so you can also contribute on making this application better.
You can access the application from here, I am sure that you will find something new and useful: