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hello everyone good morning good afternoon or good evening depending on your time zone great to have you in our YouTube stream again you are on sap Community YouTube channel and today we will talk about upcoming improvements in the initial S user onboarding process our expert speaker for today is Michael kirchman who is director business process transformation at sap my name is Larissa Brinkmann from the sap Global user groups organization I'm and I'm your host for today we kindly ask you to post your questions in the live chat and we will answer them also live at the end of the presentation the PDF of this session will be also available for your consumption I will place the link in the chat where you can pick up pdf with this I wish you great interaction and kindly ask Michael to take over hello and thank you so much for inviting me today like I said I'm going to be talking about Sap's uh new initial S user process foreign the agenda today is is posted here we're going to talk through the process today and the challenges it proposed it it poses the solution that we came up with and specifically how it's going to address the problems we're going to do a demo and then talk about how it's going to be rolled out across sap and we will have an amount of time at the end for questions and for feedback so as was stated earlier if you have any questions feel free to put them in the chat and we will address them through the the chat my name is Michael kershmar I'm director of business process transformation and I'm part of the Digital customer office and the Digital customer office is responsible for look taking the customer's point of view for Sap's processes and activities and uh specifically we're looking at what the customer needs to do when they start onboarding with sap I've worked at sap for 12 years now and I've worked on sap Universal ID I've worked on identity topics gdpr data privacy as well as a variety of customer and partner topics other than those so today when a purchase is being made we sap sales identifies what's known as the technical administrator at a very early point in the sales process and that technical administrator is a person at the company that is going to be the technical interface between sap and the customer the the customer reviews that technical administrator during the sales order acceptance process basically when they sign and it's the technical administrators listed there but there's no information provided it's just the name on a line uh what's important is that the technical administrator that's listed in the sales order the sales contract becomes the first s user and that person receives access and provisioning info for accessing Sap's support systems and for accessing any product that's purchased from sap such as a cloud product they'll be the first administrator on the on the cloud product that was purchased so this is also the first person that can create other s users that can access sap support systems for creating tickets for Reading technical documentation and everything that's associated with Sap's One support launch pad and sap for me foreign that process poses some very difficult challenges the the technical administrator is not correctly identified in many cases the because it's the person identified very early on in the process and it's not really um described properly the customer may not understand the technical administrator role and doesn't provide feedback to change that person when they review it in the sales contract This Cloud startup and provisioning emails are sent to that technical administrator and if a person's not correct there actually may be a delay in provisioning and sap system rollout so you can imagine that that would be a really not a good thing especially if the person the e technical administrator email is not correct or was someone that has no idea what they should do with all these provisioning emails we might not get feedback right away that that person has received emails but they're not the correct person another real situation is the customer might not know who the technical administrator should be at the time of purchase this could be a new system that's being rolled out at a customer and they don't even have a technical team in place yet where they might be sourcing the technical team with a third party and that third party might not be identified or have everyone in place yet so there could be a gap in in even not knowing who that person should be and another challenge is that after the sales complete the process to change the technical administrator requires a tech support ticket or a phone call to sap and this is a chicken in the egg situation if the technical if you don't have a technical administrator you can create a ticket so then the only way to to get it set up and fixed is to actually call sap and go through the phone process which is not a very good self-service experience and certainly not what we're trying to achieve here yes so we've come up with this solution we've come up with a new process that provides the customer with an onboarding a user onboarding that can be used by anyone at the customer to create that first administrator it's a self-service feature we are the the is the onboarding is included part of the sales as part of the sales order and it can be shared with the correct person in the company and anyone at the company or and the proper person at the company can then use that to create the first s user that admin or the person will go to the user on board onboarding website and confirm that they have an email address from the customer from the customer company and then enter the information and then that admin s user will be created and assigned to the person who used the pretty simple um also for cloud deals the technical administrator that's listed on the sales order will get updated to the person who used the and so that provisioning emails will send be sent to the correct person both for initial go live and for any renewals that need to happen if there is provisioning information for Renewal that it will be correct at that point too so it's a self-service process based on email address from the customer so obviously this helps because the the technical administrator doesn't need to be identified by sap during the sales process it's a self-service feature for customers um the the administrator can be selected or the can be used either before or after the deal is closed um the the onboarding is included in the sales contract and even before the the sales contract is signed the is active and therefore the customer can use that immediately or they can wait um till after the the contract is closed or after the order is placed and a few months down the road when they're finally getting their team set up they could use the at that point and like I said the user will update the technical administrator on the contract so future communications are sent to the correct person foreign so what I'm going to go through here is uh it's a demo and it's meant to give you a general feel of how the process is going to work now this isn't a live demo as everyone knows live demos sometimes go wrong and I especially when we're in a test final testing phases here so what I've done is I've gone through the demo yesterday and I put all the screens and slides into this deck and we'll walk it through here as if I was actually doing the demo foreign so the first place this change hat starts is in the sales contract this is a snippet from a sample sales contract and what we've done is we've added the onboarding right here in the section that describes the authorized administrators you can see right above that box is the technical administrator name and email and there's no other context given to what the technical administrator needs to do or why they're listed there the onboarding is then listed and there's actually a URL there that's going to allow customers to uh research on the onboarding and see what it's all about and if the website to use the is also listed there now if you go to these websites they don't exist today because we're still in the rollout process so the next screen is is let's assume that I'm someone that should be using the and I work at the customer and I go to that onboarding website that's listed there and this is this is what it looks like and I'm I'm presented with two options I'm either I need to sign in with a universal ID or if I'm new to Sap's Universal ID I would click the continue button now let's assume I'm a new customer I don't know anything about Universal ID and uh I need to create a universal ID to get started it's creating a universal ID is actually pretty self pretty simple it only takes a minute and uh we'll walk through that process real quick so if I go back here let's say let's assume I clicked on the new to Universal ID and I click the continue button and then this is a standard registration form I would go through here and I would fill out my name my region I would provide a universal ID email address and this is the email address that is at my company a password and acknowledge terms of use so I filled this out as a sample demo test person it's I'm a new it manager with that I'm testing with in the United States that's where I'm located and then I have this uh really cryptic email address here which is one of my test email accounts I filled in my password and I clicked the terms of use and at this point I hit the submit button now what happens is I need to confirm that I actually have this email address so when I hit the submit button I'll get this verification code that appears and this verification code will get emailed to me so I wait a minute or two and in my email box appears this email that says verify your email address and the six digit verification code is part of that email I can see it there it's 848-730 so I type that in and then I would hit the submit button here's it's asking me for the onboarding now the onboarding if I scroll back here a little it was this this onboarding here this long series of digits and numbers so then I would I could either copy and paste it from a PDF document or I could actually go and type it in if I if I had 10 minutes I could type it in I input the the onboarding I hit the submit button at this point what happens is this onboarding goes back to sap system and it sees which customer this is is this is tied to what the customer company is and what they purchased and most specifically for security reasons we checked to see the customer's email domains if this customer is an existing e sap customer the customer email domains are maintained by the customer s user administrators that's a feature that we've built into sap for me and the One support Launchpad allowing customers to maintain their email domains if it's a new customer we base that email domain list based on the emails that we have of known individuals from the customer and we list out the email domains here on the right side of the screen so this test customer has an email domain of sap.com that's done simply so I can do the demo here and then I would hit the confirm button and confirm this email address if my email address didn't match the customer let's say my email address was gmail.com I would get a message here saying that I would need to add and sap.com email address to my Universal ID in order to proceed and as I said before that's secure that's for security we don't want the onboarding used by individuals that aren't from the customer itself otherwise you a customer or someone in in the wild someone with a Gmail address or or an AOL address could hijack this onboarding and take over the cloud instance so it the email addresses need to be from the customer and then the administrator account is being created uh as sap takes 15-30 minutes to create an S user account and match all the Securities up and assign all the authorizations and the best user in this particular case is going to be created to this email address right here but in the meantime we can go to two places or it's recommended that we can go to two places one is the cloud onboarding Resource Center or the SAP account manager the onboarding resource center is where we're recommending new customers go to learn more about the the systems that they're provisioning and what the provisioning process looks like if I was a success factors customer I could come here and I could click on success factors and it would describe what's coming what steps are coming in the future for getting the success factors Cloud solution deployed and set up dedicated to the customer uh and that that's the whole process in a nutshell it took me well it would have taken me less than five minutes to run through that if I hadn't been doing explanations including creating an sap Universal ID so the the next question that we always get is you know how is this going to be rolled out where are we where are we going with this why don't we have it today and today we're in testing phases it's as you can imagine it's quite a complicated change so we're we're testing all kinds of different scenarios for that and we're going to be rolling it out initially with a targeted approach selecting specific deals and then monitoring how the is used throughout the sales process we want to make sure that we don't have any surprises as at initial rollout so it'll be a true pilot when we first roll out and then General rollout is going to happen throughout the first two quarters of 21 of 2023. um we're going to start out with a specific geographic region probably the United States and then roll out to additional regions after that rollout takes a little longer because we have to make a contract change with which has to go through a legal review and uh as everyone is aware sometimes legal reviews take a little bit of time to get through the process um the exciting news is that the the user onboarding rollout is not the only thing that we're changing for the onboarding process we did one of the things that we talked about was the onboarding resource center this is a newer site that talks about how to get onboarded with Cloud Solutions we have other onboarding improvements coming and uh there's a new information page that's coming about the the new onboarding process to support.sap.com that's coming as well it'll be an onboarding site a dedicated site to the the to s that it's going to be rolling out including FAQs and additional other improvements are coming to the whole process in general so that is the whole process in a nutshell at this point in time we can start to type take some questions and uh provide some feedback if you have any ideas or if you that see any gaps in the process let us know because we're we're still designing the fine or still fine-tuning how it all comes together so thank you so much all right Michael thank you and we have already faced questions in the chat the first one is how individuals can get S user ID and what are the benefits for individuals with s user ID okay so go back to the S user Basics um as users are saps sign in username and password that will access the sap support systems and sap for me for understanding um order information for submitting tickets for managing other s users for getting detailed help documentation you will you need an S user for all of those activities when you make a purchase you sap will supply One S user and that becomes the initial ad the S user administrator that's what we've talked about here today when you also make an additional Cloud purchase when you buy another Cloud project a product you'll get another s user for that additional Cloud product it becomes that person's responsibility that as technical administrators responsibility to create more s users for your company so if you have a company and you have a cloud product with sap you probably have a technical administrator and that person will create more s users for you okay all right I hope this is sufficient let's see if you get some feedback on that and then next question is glad to hear this process is finally going to change but when do you guys go live like I said we're gonna we're gonna go live with a piloted approach and January and then we're gonna roll it out through quarter one and Quarter Two based on geography and how we can get legal contracts changed so that's the the rollout planned today all right do you have uh the Region's preferences with which region you will start just an idea we are starting with North America okay okay so the next question is what are the impact to the existing customers that's a great question what will happen for existing customers is when you make a new Cloud purchase for let's say an add-on product if you own Ariba today and you purchase success factors that purchase of success factors would generate a new Cloud administrator a new s user for that purchase in the future once this process is live that new s user would actually be created using these this onboarding as well so that process will be converted over to using this onboarding as well the existing s users that are already in place the existing sign-ins that are already in place won't be affected at all it's only if you make an additional Cloud purchase will you receive an an onboarding that will be used to create the administrator s user all right there is also connected question from the same author uh any changes to the existing customer so the same person asked what will be the impact and any changes to the existing customers meaning some probably some proactive changes that customers would need to do no changes to existing customers existing users will remain the same all right thank you so to the previous question there is a comment uh from from the author Michael I'm asking for myself to enhance my knowledge on sap products and educational purposes this was regarding the question how to set s user ID so this is I hope now it's more clear sure okay so the next question is hi only to confirm is it recommended to create an Universal ID with an external domain like Gmail ah okay so yesterday we had the universal ID topic and I'm sure that I hope that was covered there um but we'll cover it again today uh the universal IDs are meant to be for you as an individual and not you as an individual at a company so we do recommend that you create a universal ID and you can add multiple emails addresses to a universal ID so you don't need to necessarily create Universal ID with your personal email address but we recommend that you add a personal email address to your Universal ID and that way you can keep your Universal ID if you have different relationships with different companies like if you move from one company to another company you can still retain your Universal ID your old company relationships will disappear your old company s users will disappear you'll have the same Universal ID you'll get a new relationship with a new company and new s users Maybe but Universal ID can stay and that's what makes it Universal so like I said you can add multiple email addresses one of them should be a personal email address just in case so I've also just posted the link to the yesterday's session in the chat for those who are have need some knowledge on universal ID updates please you can leverage the recording or their replay of the session that took place yesterday all right great so the next question is you mentioned Ariba as an example will this onboarding process apply to other products such as sap analytics cloud yeah this is going to be rolled out to all products so okay so this is was short and clear yep at both cloud and on-prem so okay very good we have one more question related to Universal ID this question is what will happen to my sap certifications when moving from one company to another keeping the same Universal ID for this before you Mark if you Michael would like to answer it it's great but just to mention here this was covered in this session yesterday so regardless of Michael's answer please leverage the link to the to the video that of the session that took place yesterday and now Michael to you if you would like to answer it yeah I I'm gonna defer to the video because I'm not an expert on that particular topic and I know that there's been a lot of progress made for the learning uh the learning group and Universal ID so we'll we'll get the latest status from the video yesterday thanks right and um I'm working on bringing up pdf so you will also get a PDF that was uh with the information that what he shared yesterday I will make sure that we have this PDF published uh by end of today so do we have more questions um as we ask participants to think of more questions maybe I can bring up a question that actually comes pretty often in various sessions on this topic and what actually happens if I don't get a copy of the sale order and I need that who can help me all right that's a that's a good question and it does come up on different sessions so what we're planning on doing is we're planning on having two methods of support here the first and easiest method of support is to call the cic which is the the customer helpline essentially and they'll be able to provide the to you after asking some questions to confirm that you're the right person that should get it and then they will they'll provide it to you either through email or I mean maybe they could read it off but I think they'll have to just send it to you through email so that's the best easiest way to get it through from the cic and the the way you can act get to the cic is you go to support.sap.com and there's a contact us button there and that phone number or the chat bot is listed uh on the contact us form of support.sap.com right okay so and there is one more question that comes up very often uh what happens if the wrong person uses the can I use it again or get a second so how to handle this situation so that this Situation's a little a little harder the can only be used once and it will create the that administrator user for the person that used the um sap has a policy that we will only create through using this method only create one user per customer so unfortunately in this situation the person who uses the is going to have to create another user right because that's that's one of the things that they can do they'll have to create another user and pass it on to the correct person uh at that point there's no way to get a second for an individual sales or an individual product an individual sales order and there's no way to use the twice so the the best method of handling it is to have that person who used it create another s user and pass it on to the correct person okay thank you for that it's kind of tricky situation so good to know how to handle this situation so um to the audience please leverage the chance to get an answer from our expert today um I can't see more questions in the chat but I will allow a few more minutes for those who are thinking or maybe type in a question so we can definitely get uh cover the questions and share the answers with you if there will be no questions uh this is also great uh not a problem at all the video of today's session will be available uh will stay on sap Community YouTube channel and will be available for you on demand consumption you can also comment on the video and also bring up your questions in in the description to the video however as this is not uh official regulated channel so it might take some time until we can share and answer with you so I can't see this additional questions with this uh I would like to thank you Michael for your uh presentation uh also for all the details that you shared with us I would like to thank you the audience also for bringing up the questions in that chat we hope you stay tuned with us and we there will be more sessions coming up in next year for this year this is uh our last session uh we wish you also to everyone great holiday season and hope to welcome you in one of our upcoming sessions thank you very much and bye bye thank you