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I’d like to use this post to explore one of the most revolutionary aspects of SAP Workforce Performance Builder – it’s capabilities to support SAP users after the go-live.
We know that SAP Workforce Performance Builder covers the entire project lifecycle but, as the saying goes, it’s the last mile that’s the longest and the hardest to cover. That last mile in SAP training project terms is in ensuring that users can access relevant and useful support exactly when they need it – after the go-live. So, how does can SAP Workforce Performance Builder help?
With SAP Workforce Performance Builder you can offer users something called context sensitive help. This is where the user gets stuck on something within SAP and needs some sort of online help. However, they don’t need generic SAP help they need something more specific to your organisation. Good job your training project team has already created all that training and documentation content eh?
Sounds interesting, but don’t a lot of other tools offer the same functionality?
Yes they do, Ancile uPerform and Oracle UPK do something similar, but it is HOW that support is provided where SAP WPB has a tremendous advantage.
Many tools offer context sensitive “pull” help. The user gets stuck in SAP. They click the help menu and the system displays a list of relevant help about the screen or field they are working on. The problem is that the user has to “pull” on the rope to get assistance, and so whilst they’re stuck they have to wade through various help options to find the information they need. Some people will take the time to do that, but then some people also read the manuals that will come with your washing machine.
However, if our experience a lot of people simply don’t bother with this help. They need something quick so they’ll probably just ask a colleague, or try something else, or maybe don’t do what they were supposed to do altogether.
SAP Workforce Performance Builder offers context sensitive “push” help as well as “pull”. With “push” help the user is guided on how to work in SAP using the Navigator add-on application. The application sits in the background and offers useful information concerning the process, procedure, field entries, common issues, and common mistakes.
Navigator can also be used to inform users of new requirements, updates, changes to processes or screens with highlights appearing within the application – like the overlays being used for support by websites such as Gmail.
The combination of “pull” and “push” help offered by SAP Workforce Performance Builder gives SAP users a guidance system they can use without the pain of having to go looking for it. This can help in getting them through that last painful mile – and beyond!
