1. ATUL PATANKAR [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2000 LINDA WILSON [ ASUG INSTALLATION MEMBER MEMBER SINCE: 1999 JUERGEN LINDNER [ SAP POINT OF CONTACT MEMBER SINCE: 1998 [ ] Presentation Header [ 4/7/2011 Cheryl Hoagland Business Intelligence Analyst - WMS

2. [ Real Experience. Real Advantage. 2 Learning Points  What resources to include in your self service support site  How to organize your self service support site  The best methods for promoting your self service support site

3. [ Real Experience. Real Advantage. 3 Return on Investment  Self service support options allow an IT group to support more users with less staff  Leverages a “Web MD” mentality  Instead of a trip to the doctor I check my own symptoms on the Intranet  For users it puts resources at their fingertips so that they are not waiting for an answer they could find in a few minutes themselves  And you know what they say, “TIME IS MONEY!”

4. [ Real Experience. Real Advantage. Best Practices – What to Include  Provide information for two areas:  Help for using the SAP Business Objects toolset  Help for using the specific universes and data  On-demand training classes for both Business Objects Web Intelligence and for the various universes  We are developing more and more “on-demand” classes everyday using Adobe Captivate (similar to Knowledge Accelerator)  Training calendars, class descriptions, and links to register for classroom training  “How to Guides”, step by step instructions, and FAQ pages  Wikis, Forums, and Document Library  Forms for reporting issues and feedback for the site  Issues list for status of reported issues 4

5. [ Real Experience. Real Advantage. Best Practices – What to Include  System Status  Link to our production and development Environments (Infoview)  SAP User Guides and links to other outside resources such as BOB forum  Meta Data for each universe  Tips and Tricks for each universe including sample formulas, and hints for achieving certain results in a report  Promoting use of Business Objects with a Section for “What will Business Objects do for me?” 5

6. [ Real Experience. Real Advantage. How to organize your self service support site

7. [ Real Experience. Real Advantage. Best Practices – Organizing Your Materials  “Learning Center” which contains:  Training resources  Training Catalog  Training Calendar  On-demand training sessions  Training presentation materials  Webi Report Developer’s Corner  Issue Resolution Wiki  How to guides  Issues and resolution list  SAP Business Objects Documents  Link to BOB Forum  Webi Report Developer’s Forum  Alerts set for when someone posts a question  Reference Materials Document Library 7

8. [ Real Experience. Real Advantage. Learning Center

9. [ Real Experience. Real Advantage. Training Resources Learning Center

10. [ Real Experience. Real Advantage. Training Resources Browse Training Catalog Learning Center

11. [ Real Experience. Real Advantage. Training Resources View Calendar Read Course Description Sign Up for a Class Learning Center

12. [ Real Experience. Real Advantage. Training Resources View an On-demand Training Presentations On-demand Training sessions are developed in Adobe Captivate. We are looking to add more of this type of presentation because it appeals to all of the different learning styles of individuals. Learning Center

13. [ Real Experience. Real Advantage. Training Resources View Training Presentation Materials A Training Document Library stores and organizes training presentations these can be viewed during training as well as printed ahead of time for taking notes during the training presentation Learning Center

14. [ Real Experience. Real Advantage. Webi Report Developer’s Corner Learning Center

15. [ Real Experience. Real Advantage. Webi Report Developer’s Corner Issue Resolution Wiki Learning Center

16. [ Real Experience. Real Advantage. Webi Report Developer’s Corner SAP Business Objects Documents Learning Center

17. [ Real Experience. Real Advantage. Webi Report Developer’s Corner Webi Report Developer’s Forum Learning Center

18. [ Real Experience. Real Advantage. Webi Report Developer’s Corner Edgenet Reference Materials Learning Center

19. [ Real Experience. Real Advantage. Project Center  “Projects Center” which contains:  Project Resources  Edgenet Testing Login  Project Document Library  Project Forum  Issues  Report an issue (link to a form to submit)  Issues List 19

20. [ Real Experience. Real Advantage. Project Center 20

21. [ Real Experience. Real Advantage. Project Resources Project Center

22. [ Real Experience. Real Advantage. Project Resources Edgenet Testing Login  Links to our development environment for testing of new projects (Infoview) Project Center

23. [ Real Experience. Real Advantage. Project Resources Project Documents Project Center

24. [ Real Experience. Real Advantage. Project Resources Project Forums Project Center

25. [ Real Experience. Real Advantage. Issues Report a Project Issue Project Center

26. [ Real Experience. Real Advantage. Issues Issues List Project Center

27. [ Real Experience. Real Advantage. Best Practices  The Quick Links toolbar  Instruction pages for getting started using Business Objects, password information, a brief explanation of the Business Objects software we have available as well as FAQs.  Links to widely distributed dashboards. Links to training class availability and the training calendar to sign up for classroom instruction and Webinars  A universe page for documentation of each universe including tips and tricks, training materials, on-demand training, and technical documentation 27

28. [ Real Experience. Real Advantage. Quick Links 28

29. [ Real Experience. Real Advantage. Quick Links 29

30. [ Real Experience. Real Advantage. Best Practices – Promoting Your Site  Direct users to the site anytime they have a question you know the answer is there  Review the site content during all training sessions  Mass email to users whenever something big is happening with links to the site  Encourage users to look at the SharePoint site before contacting for questions  SharePoint 2010 Intranet Search 30

31. [ Real Experience. Real Advantage. Promoting Your Site 31

32. [ Real Experience. Real Advantage. 32 Key Learnings  Include as much material as possible that will answer questions you get regularly  Doesn’t have to take a lot of time to create materials, include links to already existing files  Organize it in a way that a user can quickly find the answer to their question  Organize it so that the information can be found in various ways  Promote it so that users will try to find their answer first using the site instead of emailing or picking up the phone to call for answers!

33. [ Real Experience. Real Advantage. 33 ]  Thank you.