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02 Integrating The Employee Interaction Center 77007
02 Integrating The Employee Interaction Center 77007
(SSC) with a powerful tool to interact and make life easier for personnel by
providing a unique central communication channel for HR-related matters.
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Centers of Excellence
Strategic Services (HR
Strategy and Policy)
- Compensation
Manager
- Talent Management
core services
External
- Payroll, benefits
Central delivery of
strategic and core services
Information services
Transaction services
Corporate Intranet
(Portal)
Transactional Portal
First-level consulting
Second-level consulting
Manager Self-Services
Employee Interaction
Center
HR Professionals
Experts for
Guidelines
Employee Self-Services
Content guidelines
- Compensation
Content management
Workflow
Solution database
- Education
FAQ database
E-learning
- Payroll, etc.
Who is who
E-recruiting
Analyses
Digitalization of
information and knowledge
Automation of processes,
Broad reach of services
Standardized support
for simple cases
Expert consulting
for complex issues
Note
Review SAP Note 1176990EIC: Frequently Asked Questions, for detailed answers to
frequent questions about EIC.
Functional Scope
EIC can be used with SAP Customer Relationship Management (CRM) and SAP
Human Capital Management (HCM).
The functional scope for EIC with CRM and HCM is the following:
EE
Multichannel integration
EE
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EE
EE
EE
EE
Productivity tools such as alert management and search engines for EIC agents
EE
EE
EE
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Figure 2
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Figure 3
Figure 4
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Employee Authentication
Because you are dealing with sensible HR data, and you must abide by the
compliance rules, you must secure the identity of the requester getting in touch
with EIC.
As usual, personnel numbers are identified thanks to the SAP UserID assigned in
InfoType 0105Communication, subtype 0001System User Name (SY-UNAME).
The authentication questions are maintained in InfoType 0816Authentication
(see Figure 5). This InfoType can be maintained either through the backend or the
frontend system.
Figure 5
InfoType 0816Authentication
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Employee Info
Title Bar
Scratch Pad
Communication Info
Toolbar
System Messages
Navigation Bar
Workspace
Figure 6
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Activities provide all the useful current and past information, with attachments,
logs, and follow-up requests. They are organized per customer requirements, thanks
to the customizing options.
An activity has multiple attributes or properties:
EE
EE
Organizational unit
EE
EE
EE
Processor
EE
EE
Activities log(s)
EE
EE
Notes
EE
EE
Related activities
EE
Link to SLA
EE
Employee Interaction
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Figure 7
The IMG Access Path for the Employee Interaction Center (EIC)
Besides the access to the IMG, the following short list of customizing transaction
codes will come in handy:
EE
EE
EE
EE
EE
EE
EE
EE
EE
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EE
EE
The SAP Service Marketplace (OSS User ID required) provides a sample test case
template at https://service.sap.com/~sapidb/011000358700000602882007E/HCM_
EIC_CI_1.pdf. This PDF file (18 pages) provides a useful walkthrough of EIC for
test purposes.
Conclusion
This article introduced EIC by highlighting the prerequisites, the key features, and
main information to be read prior to configuration. Carefully review the documentation provided through the SAP Notes in this chapter. Assess with your Basis team
the activation of the relevant and required business functions.
Review with the business ream how EIC would provide added value to HR processes,
and you may find yourself in the middle of an EIC project!
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