The same M7 021 error gets asked by phone, Zalo and in person, several times a week.
Repeated questions
ASAP answers right away, with steps and T-codes. Key users only get what ASAP could not resolve.
- to answer a question on the portal
- 3–8 sec
- source tiers, and every answer says which one it relies on
- 4 tiers
- channels sharing one assistant: web portal and Zalo
- 2 channels
- write paths into your SAP system
- 0
The problem
Key users should not be the SAP help desk for the whole plant
After go-live, most questions repeat and most tickets arrive incomplete. ASAP handles the repeats so key users can focus on the hard cases.
Project documents and internal procedures sit in files that users do not know exist, and never read.
Documents nobody opens
Documents become searchable articles, in Vietnamese with or without diacritics. Shop-floor names are mapped to SAP terms.
Tickets just say "SAP is broken", pick the wrong module, and everyone marks them most urgent.
Incomplete tickets
Reporters only describe and attach a screenshot. The system sets module and severity and gathers the facts before a key user sees it.
Capabilities
From the first question to the month-end report
Cited answers
Every answer can be traced back to its source
ASAP searches the knowledge base in order of trust and states what each answer is based on. When the knowledge base has nothing, ASAP says so and suggests opening a ticket.
- Cases solved at your own plant come first, then approved articles
- Your company's documents take precedence over standard SAP material
- Reads the error screenshots users attach
- Asks for the one missing detail instead of guessing
Source orderLabel the user sees
- 0Cases solved at your plantConfirmed by the key user on ticket closeConfirmed
- 1Approved articlesAuthor and reviewer are two peopleApproved
- 2Project and raw documentsUsed when no approved article existsNot reviewed
- 3SAP sources on the webStates the S/4HANA edition and URLReference
Issue intake
Reporters describe the problem, the system classifies it
The form has two fields: a description and a screenshot. Module and S1 to S3 severity are set by rules, the assistant tries first, and the key user takes the rest.
- Severity follows 8 rules, including how many people report the same error within 60 minutes
- Tickets raised from a chat carry the conversation, so the key user does not start over
- Line stopped: the key user and the IT ERP on-call are alerted immediately
- Personal data is masked before anything is sent to the model
Key user queuePP module
- S1SC-0147 Press 2 cannot post production output4 people reported the same error in 60 minutes12 min left
- S2SC-0142 Shift 2 output confirmation failsAssistant asked for the order number and sent steps40 min left
- S3SC-0139 How to reprint a goods issue slipFrom a chat, conversation attached6 h left
Why S2: blocks one person, clear error code, nobody else reported it.
Knowledge base
The knowledge base improves with every solved case
The assistant drafts, someone with authority approves. Live documents change only when a reviewer clicks Approve.
- Closed tickets and "This worked" answers become cases for next time
- Comments on articles are handled overnight, with a reply to each one
- Leads review the diff and approve, without touching files
- Author and reviewer are always two different people
MM-ERR-M7-021Overnight draft, awaiting review
## Step by step
- 2. Ask QC to move the stock to unrestricted.
+ 2. Ask QC to record the usage decision in
+ QA32, then post MIGO again.
3. If no goods receipt yet: post it first.
Comment G-18, MM key userStep 2 should name the QC T-code.Assistant: fixed in step 2.
Request changesApprove
Reports and SLA
Each role sees exactly its own work
Key users see what they handled, leads see their department, admins compare departments over any period.
- Response and resolution SLA per severity, editable by admins on the portal
- Tickets and chat questions counted separately, never merged into one number
- Monthly spend against the budget the admin sets
- CSV export by department, key user, module and user
October reportWhole plant
Tickets closed128
Within SLA94%
Questions2,140
Illustrative figures
Channels
The portal in the office, Zalo on the shop floor
One assistant, one knowledge base, two channels. Each Zalo chat keeps its own conversation, even across restarts.
Web portal
The full product: chat, issue reports, reading and commenting on documents, the key user queue, reports.
- Speed
- Answers stream in, done in 3 to 8 seconds
- Sign-in
- With a Zalo account; an admin approves each user
- Devices
- Desktop and phone, with buttons sized for fingers
Zalo
Message the bot directly from a phone, no extra app to install.
- Speed
- One reply after 20 to 35 seconds
- Access
- Only people on the allow list
- Typing
- Understands Vietnamese typed without diacritics
Security and governance
Clear boundaries, so IT ERP can roll it out with confidence
Designed from day one so the assistant never touches live data and never changes documents without a reviewer.
No connection to SAP
ASAP reads documents, not live data. Asked about stock levels or PO status, it points to the T-code so the user can check.
Personal data masked
Emails, phone numbers, ID numbers, account numbers and user names are masked before anything reaches the model.
Four-eyes review
The assistant only writes drafts. Live articles change when a reviewer approves and the article passes format checks.
Role-based access
User, key user, lead, admin. Admins approve every account and assign departments and modules.
Capped spending
Admins set a monthly budget and track spend against it on the portal.
Dedicated deployment
Each company gets its own knowledge base and its own database, never shared with other customers.
Rollout
Start from the documents you already have
No rewriting needed before go-live. Articles generated from project documents are usable right away, labelled "not reviewed", and key users approve them over time.
Collect
SAP project documents, internal procedures, key users per module and the SLA you want.
Build the knowledge base
Split documents into articles and map shop-floor Vietnamese terms to standard SAP names.
Key user review
Key users review the most-used articles first. Approved articles take priority in answers.
Open to users
Turn on the portal and the Zalo bot, approve accounts, set the monthly budget.
See ASAP answer from your own plant's documents
Send us part of your project documentation. The demo runs on those documents, with real questions from your users.