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Coupa Success Portal

Engaging with Support - Best Practices

We have been asked how can we speed up the resolution of our cases and how to efficiently report issues to Coupa.

In this article we'll give you some guide lines, tips and tricks that you may use to better engage with Coupa Support Team.

If you can't find best practices about configuring something, maybe during the implementation of a new functionality, contact support and we'll try to guide you give you some more insights on articles that you may have found. Better to ask than implementing something in a non optimal way. 

Engaging with Support - Best Practices Checklist
  • Report the issue promptly when it occurs.

  • Ensure a person that does not know your environment is able to understand the issue as you have reported it.

  • When an issue is related to data load, please provide us with the file which you loaded and that generated the unexpected behaviour.

  • What are you trying to achieve? Did it ever work according to your expectations?

  • Let us know about the issue you experience based on what you are trying to achieve, not about the issue you are having with the workaround you found.

  • When an issue is reported to you, please ensure you have all the details you may need to explain it to our Support Team.

  • What are you trying to achieve? Did it ever work according to your expectations?
  • Let us know about the issue you experience based on what you are trying to achieve, not about the issue you are having with the workaround you found.
  • Which documentation did you follow? What are the steps you already tried to solve it? What's the business impact?

  • Ensure all communication is recorded within the support case
  • Report the issue promptly when it occurs.

There are few reasons why this is important:

  1. Coupa release strategy is to move you forward with up-to-date version of the product as it is made available (see also Working with Releases); an issue which occurred 2 months ago or more it may have occurred in a previous release. We understand it may be important for your business to understand if that is still an issue now, so please, if this is the case, let us know if you attempted and were able to reproduce in the most current release available in your sandbox environment.

  2. Logs and data are not kept forever, there is a retention policy for emails and notifications and in the same way background jobs of past activities are cleared out. i.e. will not likely be possible to retrieve the content of a file that a user may have loaded in the UI over 60 days.  

  3. You may have a tight deadline for an issue to be resolved due to your Coupa implementation strategy across your Company: knowing about the issue as soon as it is encountered will give us more bandwidth to research, review and report to development or operation team as needed.  
  4. Sometimes you are able to provide a workaround to your internal users, but as soon as the number of queries increases, it become a stressful situation for you to handle all the queries or to continuously doing the workaround; Coupa Support is often engaged only at this time, when the level of heat is already high and we hear that you have dealt with the issue for over a month and it is no longer sustainable. We believe that if you are able to provide us with the details of the problem you are experiencing when it's initially reported to you, we will be able to avoid reaching a certain heat level. 
  • Ensure a person that does not know your environment is able to understand the issue as you have reported it.

Coupa is a wide and highly customizable product, your configuration can be obvious for you but not always for the person who is going to support you. Providing us with the link of a certain lookup value, approval chain or invoice number will definitely save us time.

  • When an issue is related to data load, please provide us with the file which you loaded and that generated the unexpected behaviour.

Sometimes it takes a considerable amount of time to understand which file cause an issue more than what the error is about.

  • What are you trying to achieve? Did it ever work according to your expectations?

This is a wide topic: to summarize because depending on your configuration there are several ways to achieve the same result 

i.e. saying "I cannot add the item to the cart" may be misleading, as there are many ways of generating a requisitions like Punch-out, Bulk Loader, Free Form Requisition, Global Search ... try to be as specific as you can, and when possible, give us example of users impacted and steps taken to reproduce it, we'll take care of the rest.   

  • Let us know about the issue you experience based on what you are trying to achieve, not about the issue you are having with the workaround you found.

Sometimes while trying to configure certain settings you find an issue and you are able to find a workaround. Then the workaround is not always working. We would like to have the original issue reported to ensure it gets fixed and you don't have to use the workaround at all. We may also fix the issue encountered as workaround if that makes sense, but if the real problem is not addressed, it may add extra complexity and delay on resolution.

  • When an issue is reported to you, please ensure you have all the details you may need to explain it to our Support Team.

Issues are sometimes raised to your attention by the someone within your business who can be the end user; we had experience with Partners assisting customers on supporting the application when a question asked back to them by our Support team we have a longer turnaround to engage with the person who reported the problem in the first place. Our suggestion is to ensure you have full understanding of what the reported issue is when you engage with support, to minimize back and forth between multiple parties involved.

  • Which documentation did you follow? What are the steps you already tried to solve it? What's the business impact?

Providing us the link of the documentation relevant to the reported issue (if none found, let us know too) and the steps you have already tried would save us some extra time. Be detailed in such steps (see a useful template article for details) and when possible provide us with screenshots, user details and so on. Last but not least, give us an idea of your current business impact - this can be updated at a later time if it changes so also the support case can be prioritized accordingly. 

  • Ensure all communication is recorded within the support case.

This is critical for our Global Support Team to ensure we are always updated; if you think you are not receiving updates the way you expect, please let us know in the case. If you need the case to be prioritized again, please let us know. Should you have any urgent matters to discuss and you think you are not receiving an answer, post an update in the case and eventually give us a call if a response does not happen within a reasonable amount of time. We have Team Managers aligned with the Support Region who will be glad to assist you further. If you have an internal email thread or a communication going on with your CVM or your SAM, ensure the same information is reflected in the Support ticket as well. 

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