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UX127 – How to Create and Extend


Context-Sensitive User Assistance in
SAP S/4HANA

Public
Speakers

Las Vegas, Sept 19 - 23 Bangalore, October 5 - 7 Barcelona, Nov 8 - 10

Mirko Woitalla Mirko Woitalla Mirko Woitalla

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Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of
SAP. Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or
any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
presentation or any related document, or to develop or release any functionality mentioned therein.

This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms
directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice.
The information in this presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality.
This presentation is provided without a warranty of any kind, either express or implied, including but not limited to, the implied
warranties of merchantability, fitness for a particular purpose, or non-infringement. This presentation is for informational
purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this
presentation, except if such damages were caused by SAP’s intentional or gross negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially
from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only
as of their dates, and they should not be relied upon in making purchasing decisions.

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Agenda

User assistance in SAP S/4HANA

Content extensibility scenario with SAP Workforce Performance Builder

What’s next?

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User assistance in SAP S/4HANA
An introduction to SAP’s user assistance

Public
Intention

In becoming “the cloud company”, SAP is offering


innovative cloud services on a subscription basis. Two key
aspects of this are fast and simple set up and a delightful
end-user experience. User assistance therefore plays a
major role. It should enable users to get started quickly and
stay up-to-date easily with the relevant information offered.
Our user assistance is an essential part of the attractive,
simple, and enjoyable experience of using SAP software.

• Instant: exactly when the user needs it


• Context-sensitive: exactly what is needed
• Seamless: within the target application
• Productivity: interactive user guidance

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Demo

How the Web Assistant works in SAP S/4HANA trial

Public
Modes: Context help

The context help provides context specific information


for UI elements directly within the application. Only help
that is appropriate for the current screen is shown.

The intention of the context help is to show process


independent information that clarifies the current screen.

Hotspots emphasize the UI elements for which help is


available. The different contents are represented in a
carousel that is shown at the bottom of the screen. A
laser highlights the connection between the help content
and the hotspot.

Context Help: Laser pointer


shows further information

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Modes: Context help

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Modes: Context help

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Modes: Guided tour

The guided tour guides the user step-by-step through a


process within the application.

It reduces the time to complete processes and shows


best practices at the same time. Each process step is
represented by a bubble that contains useful instructions
and information for the user.

Guided Tour: Step-by-step


process guidance

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Modes: Guided tour

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Modes: Guided tour

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Principle of re-recognition

 The principle of displaying context sensitive information is based on the mapping of the content to the UI control
 Once the content is created, it can be assigned to the respective controls directly from within the application
 Interface information are used to identify UI controls (e.g. edit fields, buttons etc.) reliably

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Basic access flow

 When the target application is opened, a request is sent to the Web Assistant server to load the framework
 The request is evaluated by the Web Assistant server. If proper the framework will be loaded
 In parallel, a request is sent to the content server to check if any help is available for the current context
 The content server sends a response containing available help content for the current context
 When the Web Assistant framework was loaded successfully and there is help content available, the help control
(e.g. the “?” icon ) will be shown within the target application.

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Web Assistant - Control Flow

Update visual
Application start Tiles
Hotspots
Guide list

Web assistant
download & start Watch context
App change Download content
Screen change
Popups

Web assistant
configuration
content server Query content service
product/ version
for information matching
the current context

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Web assistant key facts

100% web based No client installation Part of SAP Fiori


framework that appears works without plugins or available in SAP Fiori
as an overlay on top of browser configuration on launchpad and various
the application any HTML5 browser stand-alone SAPUI5 apps

Two modes Free user assistance


Created by SAP
of user assistance as integral part of SAP
content created by SAP
Guided tours S/4 HANA and other
info developers
Context help applications

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Content extensibility scenario
Web assistant as an integral part of SAP Workforce Performance Builder

Public
Challenge

Extensibility: Integrated
standard
• Edit existing SAP content help content

• Create new content


• Run both contents in parallel
• Extend with interactive materials
• Localize content into other languages

?
Customize the look & feel
• … How to customize help content?

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An integral part of SAP Workforce Performance Builder

SAP Workforce Performance Builder is a commercial end-to-end suite of tools to collaboratively


create, deliver, track & report learning content and user assistance content. It is enterprise grade,
highly customizable and template based, available worldwide, all industries, on-premise & cloud.

Reasons to integrate the web assistant into SAP Workforce Performance Builder:

Content integration Application spanning Extensibility scenario

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Content Integration

SAP Workforce Performance Builder covers the full end-to-end content life-cycle of knowledge materials which can be
combined with the in-app help. The collaborative authoring & distribution of training and performance support materials is
supported in a variety of formats.

Rapid learning Software simulation Documentation In-app help

E-learning courses and Interactive demo, practice, Manuals, process docu- Context sensitive in-app
knowledge assessments and test modes mentation and test scripts content delivery and guidance

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Product Synergies

The desktop assistant is the performance support component and part of the SAP Workforce Performance Builder. Compared
to the web assistant the Navigator is a desktop application displaying context-sensitive information for Web- and Desktop
applications.
Desktop assistant: Real-time Guided tours: Step-by-step Context help: Process
content delivery (WPB and non- guidance directly in the independent hints to point out
WPB content) based on the system new, changed or critical functions
current context

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Extensibility scenario

SAP Workforce Performance Builder is covering the whole content life-cycle and will enable customers and partners to create
and edit their web assistant content and to tack the content consumption.

Extensibility: Integrated
standard help
• Edit existing SAP content content

• Create new content


• Run both contents in parallel
• Extend with interactive materials
• Localize content into other languages
• Customize the look & feel
• … How to customize help content?
Edit & enhance content with SAP
Workforce Performance Builder

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SAP Workforce Performance Builder Components

Producer
The efficient authoring
tool for application
training.

Manager
Instant Producer Navigator
The platform for your
The intuitive process cooperation, learning
The assistant directly in
recorder. and performance
the live-system.
tracking.

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SAP Workforce Performance Builder and the application life cycle

Pre go-live Post go-live

Phases Requirements Blueprint Implementation Rollout Operate Optimize

Class room e-learning On-demand Performance


Supports with:
training Curriculum e-learning Support

LMS Inside the application

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What’s next?
An outlook of next milestones and delivery

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Extensibility scenario - merged consumption

Web assistant SAP Fiori app


server
Delivering JS Code for
plugin

Web Assistant Controller

SAP UACP Standard SAP Web assistant carousel


Content platform for content
SAP central content connection

Joined data
Mixer
model

Manager
Custom content
Content platform for connection
customer content

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Extensibility scenario - authoring of customizations

Web assistant SAP Fiori app


server Editor
Delivering JS Code for lorem ipsum

plugin

Web Assistant Controller

SAP UACP Standard SAP Web assistant carousel +


Content platform for content
SAP central content connection

Customized
Difference
data model

Manager
Custom content
Content platform for connection
customer content

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Lightbox: Context sensitive delivery of learning materials

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Lightbox: Context sensitive delivery of learning materials

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Demo

How to extend web assistant content

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General outlook

Integration with SAP Workforce Performance Builder for external delivery


• Content creation, editing and maintenance with producer & hosting via manager
• Context sensitive delivery of learning content and secondary help via lightbox / splash screen
• Content usage tracking and reports

Further enhancements
• Display flexibility: icons instead of hotspots, no carousel visible, configurable bubble size & position
• Some styling / theming options
• Auto progress for guided tours
• Web based editing of user assistance content
• App support: Further SAP web based applications
• …

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SAP TechEd Online

Continue your SAP TechEd


education after the event!
Access replays of
 Keynotes
 Demo Jam
 SAP TechEd live interviews
 Select lecture sessions
 Hands-on sessions
 …

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Further information

Related SAP TechEd sessions:


UX100 - SAP Fiori 2.0 for SAP S/4HANA
UX260 - Experience SAP Fiori in the Cloud
TEC116 - UX/UI Strategy for SAP S/4HANA

SAP Public Web


http://www.wpb-info.sap.com
http://www.sap.com/WPB
http://help.sap.com/wpb
http://scn.sap.com/community/training-and-education
https://store.sap.com/sap/cpa/ui/resources/store/html/SolutionDetails.html?pid=0000011402

SAP Education and Certification Opportunities


www.sap.com/education

Watch SAP TechEd Online


www.sapteched.com/online

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Feedback
Contact information:
Please complete your
Mirko Woitalla
session evaluation for Director Product & Solution Management
SAP Workforce Performance Builder
UX172 mirko.woitalla@sap.com

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

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate
company) in Germany and other countries. Please see http://www.sap.com/corporate-en/about/legal/copyright/index.html for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its
affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and
services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as
constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop
or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future
developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time
for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-
looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place
undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

© 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 36