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Service Ticket Intelligence: Machine Learning Solution Help needed

Hello Friends

SAP has built has a self driven machine learning solution Service Ticket Intelligence. I am trying to implement this solution and not able to find any user guide, step by step docs describing the solution deployment. If any one has tried this solution and has any inputs pertaining to this solution, pl share the same. Your response is highly appreciated.



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4 Answers

  • Sep 07, 2017 at 12:27 PM

    Thanks Prasanth. Will check your input and will get back.

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  • Sep 07, 2017 at 06:35 AM

    To enable this please create an incident to SAP Support , where support will evaluate if the tenant in which this is requested is meeting the mandatory prerequisites and then will take actions subsequently

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    • Please note that, this is a Beta feature (offered only for test systems). Hence, we need to follow the standard beta feature activation process as outlined below.

      Support will first check for the pre-requisites for Machine Learning activation.

      1. The edition is SAP Hybris Cloud for Customer, Enterprise Edition
      2. At least 5000 relevant historical records (Opportunities, or Leads in case of Machine Learning for Sales or Tickets, in case of Machine Learning for Service) from last 12 months exist. As this is the minimum amount of data needed to get a statistically significant prediction.

      Because Machine learning is a Data oriented Concept , so the more the data , the better the learning for model and thus the data

      Customer to acknowledge terms and respond to the ticket with acceptance.

      Terms and Conditions as mentioned in the Help Center : (EN)

      This feature is available as a beta version for use in test systems only. It has not been released for use in a productive system. If you activate this feature in your test system, you understand and agree to the following conditions: this feature is not covered by your SAP support agreement or by any warranty obligations stipulated in your SAP subscription agreement. SAP shall not be responsible for any data loss or damage that may result from use of this feature. You will not use this feature to process any personal data of end users. SAP may change or remove this function at any time, and SAP may decide – in its sole discretion – to never make this feature generally available in productive systems.

      SO considering all the Valid and Legal factors , SAP Will activate it further (Subject to conditions)

  • Sep 27, 2017 at 01:42 PM
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  • Dec 12, 2017 at 02:58 PM

    Hi all,

    @prasanth.sarma.aryasomayajula - we have the same interest - so what would be the requirements for the tenant? - we just want to use the service for our on-premise CRM

    @udayabhaskar.perecharla - did you get any info on this yet

    Thank you and best regards,


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