The ‘Customer Insights‘ dashboard  is a new recently released interactive reporting within SAP for Me announced in these blogs.

As we are getting many questions regarding the authorization concept and access it will be explained in this blog in more details. You can also refer to the KBA 3336856.

To get access to the “Customer Insights” dashboard you need the authorization “Display Support Situation Reporting” (technical name ESRCDISP). This authorization can be provided on installation level, on customer account or on corporate structure level (Customer Center of Expertise CCoE).

Users with the authorization for one or several installations will not have access to the sections which are not installation-related, e.g. to the section Purchased Solutions which displays all purchased materials, orders and their expiry for the whole account. Even if you include all available installations for a single account, this restriction persists.

If you are allowed to see the user’s authorization details you can check your authorization by going to the dashboard “Users and Contacts” and selecting the card “Manage Users and Authorizations”.   Below you can see examples of what you see for each use case:

• User has restricted authorization for a Success Factors installation:

Authorization provided on installation level

• User has restricted authorization for an account:

Authorization provided on account level

• User has unlimited authorization for all accounts and installations within corporate structure:

Authorization provided on CCOE level

If you want to change / extend your authorization, you have to contact the Super Administrator, which you can find using the tab “Important Contacts”.

Some historical information regarding the authorization:

In the Customer Insights application, we re-use the authorization object “Display Support Situation Reporting” (technical name ESRCDISP) which initially has been used for the SAP Enterprise Support reporting cockpit (ESRC). This authorization object has been extended and can now be assigned on the installation level, account level and CCOE level, see Release Notes from January 2023.

Initial authorization and first access

Only Super Admins get this authorization object initially on the level they are responsible for, e.g. if you are Cloud Admin for SAP SuccessFactors, you probably would have the authorization “Display Support Situation Reporting” for the cloud SuccessFactors installations only. So you would have to request to extend it to other installations or to the account, if needed.

The providing of the initial authorization “Display Support Situation Reporting” is also related to the authorization object Service Reports and Feedback (technical name SC_CCCREAD). So if your S-user has this authorization on a particular level you should also automatically get the “Display Support Situation Reporting” authorization on the same level.

If an S-user accesses the “Customer Insights” dashboard his/her authorization will be checked and the maximum allowed content will be provided for the access as default. It is also possible to select just some accounts in this case.

S-users authorized for several accounts (when they have the authorization on corporate structure level (CCoE level)) will be asked which of their accounts they want to update to view the recent data. After this update the data stays in the backend system of the application, and it is possible to analyze the data or slice and dice the information to customize own reporting. After 24 hours if the user accesses the Customer Insights again, s/he will be asked if s/he wants to update the data or work with the data previously loaded. If yes, the update process for the data starts again and the most recent data will be stored in the backend system.

The customization of the reporting is independent of the data updates. If you save your customization settings as a variant you will re-use them after any data updates.

Known problems and their resolution.

After the GoLive of the reporting we faced following unforeseen problems with the authorization and access:

1. Some S-users with the authorization on the CCOE level (corporate structure level) have in the corporate structure more than 70 accounts assigned to them. Customer Insights could not support users with this many account assignments, so they got an error message if they tried to use the application. This was due to the amount of information contained in the queries exceeding the current system capability.

   This problem has been solved in December 2023.

2. S-users assigned to many accounts (but not to too many to exceed the query limits) can access the Customer Insights and will be asked to update the customer data. But sometimes they got an update error. The reason was that the number of concurrent connections to the data source system exceeds the current capability of the API, so that we implemented a restriction on selecting max. 5 accounts at the time.
   
   This problem has been also solved in December 2023 and the limitation of the selecting max. 5 accounts has been removed.

Related documentation

• KBA KBA 3336856.
• Authorization concept: https://support.sap.com/content/s4m/help/access/user-admin-concept.html?anchorId=section