Experience the New Look and Feel of Ariba Connect

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Ariba Customer Support has embarked on an exciting project to improve the user experience with our customer support portal, Ariba Connect. The portal is a destination for customers to enter and monitor service requests, as well as access a growing range of resources, including product documentation, FAQs, knowledge articles, and other resources designed to enable a successful experience with Ariba solutions. Join this session for a sneak peek at the completely redesigned Ariba Connect. You will also have the ability to share feedback and suggestions, learn best practices on working with Customer Support, and hear about upcoming opportunities for accessing the new portal prior to the official 2016 launch.

Business

Experience the New Look and Feel of Ariba Connect
Sneak peek at the completely redesigned Ariba Connect
Derek Matthews, Principal Staff Knowledge Architect, SAP Ariba
Christopher Furyk, Manager, Commerce Support, SAP Ariba / March 16, 2016
Public

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 10Public
Agenda
Introduction
Benefits of Ariba Connect
Demo of the Existing User Interface
Group Debrief
Walkthrough of the proposed UI and functionality enhancements
Group Debrief

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 11Public
Ariba Connect - Brief History
2000 – SAP Ariba’s support portal for on-premise software support (Service Requests, Enhancement Requests, software downloads,
service packs, hot fixes, discussion forum, file sharing, etc.).
2002 – Surveys and beta programs.
2003, 2004, 2005 – Product Info pages, product documentation, enhanced Service Request interactions.
2006 – Introduced separate on-demand solutions portal.
2007 – Added on-demand product notification system.
2008 – Ariba Tech Connect bulletin. Combined on-demand and on-premise into one personalized interface
based on owned products.
2009 – Top Ten Award Winner by the Association of Support Professionals.
2010 – Early Access Program. New Knowledge-Centered Support (KCS) toolset to ramp-up knowledge base. New search engine.
2011 – Top Ten Award Winner by the Association of Support Professionals.
2013 – Ariba Tech Connect blog.
2014, 2015 – Integration with SAP platforms for account data and Service Requests. New integration with SAP Ariba Solutions
Marketing for Enhancement Requests.

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 12Public
Ariba Connect - Statistics
Ariba Connect has over 20,000 knowledge base articles at your fingertips:
 Frequently Asked Questions (FAQs) – 6,455
 Tech Notes – 4,477
 Known Issues – 295
 Fixed Defects – 8,651
 Enhancements – 234
Also Available:
 Product Documentation
 Release Readiness resources (for major releases)
 Notifications
 What’s New product release information
40% of all service requests logged in 2015 could have been solved without
contacting Support

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 13Public
Demo of Existing Interface and Functionality
https://connect.ariba.com

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 14Public
Goals for Ariba Connect 3.0
Streamlined User Experience and Intuitive Navigation
• Newly redesigned user interface (UI) with an emphasis on improving the user experience (UX)
• Popular actions available on the home page
• Functional home page tiles
• New Notifications, Alerts, Pending Service Requests, News/Announcements, My Content, Reports, Enhancement Requests, etc.
• Responsive UI (desktop/mobile)
Self-Service
• Active search on Service Request submission form
• Connect user management for an organization’s users
• Customizable tailored content based on solution subscriptions
• Highest Rated, Favorite, Most Accessed, Recently Searched, and Most Recent Content
Better Collaboration With Support
• Redesigned Service Request Forms for different types of requests
• Report Incidents, Request Service Assistance, and Customization/Configuration Requests
• Provide the proper information up-front in order to kick-start the investigation
• Specific information on best practices for working with Customer Support and support procedures

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 15Public
Home Page

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 23Public
Ariba Connect - Future
Ariba User Community
SAP ONE Support
Launchpad integration

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 24Public
SAP Ariba Customer Success Day events
Learn from your peers.
Share with your peers.
Grow with your peers.
Learn more at: www.ariba.com/lp/customer-success-day

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 25Public
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