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HCM_SSC_EIC_1: HCM, Integration with Shared Services Interaction Center (New) ( RELNPA_605_SSC_EIC_INT_M )

HCM_SSC_EIC_1: HCM, Integration with Shared Services Interaction Center (New) ( RELNPA_605_SSC_EIC_INT_M )

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HCM_SSC_EIC_1: HCM, Integration with Shared Services Interaction Center (New)

Use

As of SAP enhancement package 5 for SAP ERP 6.0 (EA-HRGXX 605), the business function HCM, Integration with Shared Services Interaction Center is available. With this business function, you can integrate Human Capital Management (HCM) functions of Enterprise Resource Planning (ERP) with the Interaction Center (IC) for Customer Relationship Management (CRM).

You can set up a connection between the CRM and ERP systems to integrate ERP functions into the CRM Shared Services Framework (SSF).

SAP provides a SSF with an application platform to support enterprises in executing a multi-functional Shared Services strategy. This strategy involves technology that makes it possible to communicate with multiple back-end systems as well as create relationships between various object types, such as those for HCM Processes and Forms, ESS On Behalf: Personal Information, and ESS On Behalf: Working Time.

You can use this business function to integrate the following functions:

Workflow-Based HCM Processes from the HCM Processes and Forms Framework

This function enables Interaction Center agents to initiate and process workflow-based processes that are based on the HCM Processes and Forms framework in ERP. They can do this from the Employee Interaction Center (EIC) within a CRM service request.

Agents also have the new HCM Processes object type available to them on the CRM Interaction Center user interface within the Service Request in the Business Context view.

The following functions are available for this object type:

  • The agent starts a new HCM process for an employee. To do this, the agent selects a process in the process browser. The system opens the process' interactive form. After the data entered has been saved, the system creates the process in the ERP system and links it to the CRM service request.
  • The agent links an already-created process to the service request for an employee. The system shows the agent all processes that exist for this employee.
  • The agent displays all processes linked to an employee. To do this, the system opens the relevant PDF form for the process in display mode.
  • From directly within the Inbox, agents also can process workflow items that have been logged in HCM Processes and Forms. For example, if a process has been saved in draft, an agent can now find the draft form as a workflow item in his or her Inbox. Alternatively, if an agent also happens to be an HR Administrator, then the workflow submitted for HR Administrator approval can be executed via the Inbox of the Interaction Center in CRM.

Agents can process HCM processes in the CRM Shared Services Framework (SSF) once the new processor role, CRM-SSC-Agent (HRSSCA), is assigned to them.

Employee Self-Services on Web Dynpro ABAP (ESS) Applications On Behalf of the Employee

This function enables Interaction Center agents, on behalf of the employee, to initiate and process applications that are based on the Employee Self-Services on Web Dynpro ABAP in ERP. They can do this from the EIC within a CRM service request.

Agents also have the new ESS On Behalf: Personal Information and ESS On Behalf: Working Time object types available to them in the CRM Interaction Center within the Service Request in the Business Contextview.

The following functions are available for this object type:

  • The agent starts a new Personal Information or Working Time ESS area page for an employee. To do this, the agent selects an application from the list in the ESS area page. The system opens the appropriate application with the employee data from the ERP system and the agent can view or edit the master data. After the entered data has been saved, the system creates the changes in the ERP system and links it to the CRM service request. The linking of the application changes to the service request is possible only if the ESS application is activated for data tracking of self-services.
  • The agent launches the ESS applications from the area pages as configured in the ESS launchpad role and ESS_ONBEHALF instance.

Agents can process ESS applications in the SSF on behalf of an employee only if appropriate authorizations required for each application are assigned to the agent role.

Employee Search Enhancements

Enhanced functionality for employee searches is available to agents when this business function has been activated. Upon using the business role Employee IC Agent (IC_EIC_AGENT) to log in to CRM, agents can now specify an identification number to search for employees.

Authentication Information

This function enables Interaction Center agents in the Employee Interaction Center (EIC) to check and confirm the identity of an employee contacting them by telephone using authentication information. This authentication information comes from the connected ERP system. The employee would have already entered this information using the Employee Self-Service Authentication. In this service, employees store their personal answers to predefined questions. The system stores this data in the Authentication infotype (0816).

The agent can ask the employee one or more of these questions in Account Identification and compare the answers provided by the employee on the telephone with the answers stored in the system.

On the Account Identification user interface, two new fields are available to the agent under Account Details. The Authentication Question field contains a selection list with the questions. The agent selects a question and the system shows the answer entered by the employee in the Authentication Answer field. The data for these two fields comes from infotype 0816 in the SAP ERP system.

  • Note
To use this business function, you have to activate the Human Capital Management (EA-HR) Enterprise Extension.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You must make the following settings in your ERP system:

  • In the Customizing activity Define Authentication Questions, you create the questions that agents in the Shared Services Center in CRM can use to authenticate employees.
  • In the Customizing activity Define Authentication Profile, you create the authentication profile, assign the questions, and assign the profiles to your employee groupings.
  • In the Customizing activity Integrate Employee Self-Service for Authentication you assign the Employee Self-Service Scenario Authentication to the relevant subarea. Alternatively, in the Customizing activity Integrate Employee Self-Service for Authentication (on Web Dynpro ABAP), you perform the actions that are required to assign that Employee Self-Service Scenario for use within the SAP NetWeaver Portal, or in the SAP NetWeaver Business Client (NWBC) for HTML.
  • In the Customizing activity Activities in HCM Processes and Forms, you perform activities in Customizing for processes that are relevant to the integration of HCM Processes and Forms with Employee Interaction Center for CRM.

You also need to make settings within the connected CRM system. You can find these settings in the Implementation Guide for Customer Relationship Management under Integration with SAP ERP HCM:

  • In the Customizing activity Integration with Authentication and with HCM Processes and Forms, you create the relationship between the CRM and ERP systems in order to integrate the ERP functions into the CRM Shared Services Framework (SSF).
  • In the Customizing activity Define Application Constants, you can define various constants needed by functions from SAP Human Capital Management (SAP HCM) for the integration with CRM Shared Service Framework (SSF).

If you wish to enable the enhanced functionality for agents to process, from directly within their Inbox, workflow items that have been logged in HCM Processes and Forms, then review the instructions, in yourCRM system, located under Customizing for Customer Relationship Management (CRM), under Interaction Center WebClient -> Shared Services Framework -> Integration with SAP ERP HCM -> Integration with Authentication and HCM Processes and Forms.

Further Information

SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> SAP ERP Enhancement Packages ->ERP Central Component Enhancement Package 5 -> Business Functions -> Business Functions in SAP ERP -> Enterprise Business Functions -> Human Capital Management -> HCM, Integration with Shared Services Interaction Center.






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