Integration of SAP SuccessFactors with Employee CentralCategory: SAP SuccessFactors - EC & PMGM Posted:May 18, 2018 By: Robert
Customer experience has always been the priority for an enterprise of any size and domain. This being said businesses are always ready to go to that extra mile to get a “wow” experience and feel for their customers. As all business executives aim to give best to their clients any issues regarding any department of their business will cause great concern. Business heads ensure processes are in place to remove any issue even if it pertains to their HR department.
HR practitioners become the sole centre of attraction to resolve any issues or queries put forth by employees. Issues of employees such as submission of payslips, reviews on performance, and employee relations with other departments of business can only be solved by HR practitioners.
Resolutions for HR issues can be tiresome if queries are solved by utilizing information sources such as memos and emails even including information sessions/meetings. This process can be utterly tedious, which is ultimately disliked by employees.
Seeking out competitive advantage from employees and supporting them is considered beneficial and can be done through human resource helpdesk services. This system ultimately helps to bring transparency in the link between the HR department and employees, which is critical for the success of the business. Transitions have brought in a system and modification has been brought such as ticketing systems. This does not solve the issues to a great extent but helps to solve complex and unique needs of an HR practitioner which in turn also enhances the employee experience. Turning this into a viable system using these tools becomes quite a tiresome task. And the challenges will mount in terms of HCM systems and results generation.
Employee central service centre becomes a forefront supporter of providing synergic solutions and developing tools along with SAP SuccessFactors while eliminating all the concerns of the employees and putting the employee’s interest ahead of every aspect of the business.
The centre of Employee Central service central carries various sources of information inflow to get connected to their customers. These channels include email, phone, and webinar and expert chat conversations. The sole reason for developing such a detailed system was to implement agile methodologies for the customers so that they can easily access the information they are expecting. This process develops confidence in the customer that he can rely on his high-end task about the firm/enterprise in question. This, in turn, is only possible through consistent employee service provisions.
The Integration of SAP SuccessFactors with Employee Central has many aspects to consider as listed below:
Through the portal of ASK HR, employees can create queries and requests in order to set priority to serve tickets and initiate any level of interaction with agents. Time can be efficiently saved to greater extents when past queries can be accessed in shorter times in order to get issue resolution.
The feature comes along with various fascinating tools such as:
Open ticket: This feature helps one to get instantly notified about the existing issues which are unresolved.
Need confirmation: This feature includes a faction which is sent to the employee after the agent has solved the issue; this is solely provided so that the ticket only gets closed when the employee is satisfied.
Create a new ticket: This widget helps to generate a new ticket or create a new issue request.
Contact details: This feature is comprised of contact details and other mailing addresses. This can be used in case of any emergency scenario.
Seamless Knowledge Base Integration
The knowledge of database content can be generated by companies respective HRs along with sufficient links to policies and procedures. Criteria can be created for knowledge base content and secured in an efficient way. One can leverage this platform in order to respond to critical queries in real-time situations with strong solutions.
Agent HR perspective
A ticket generated by employees can be processed by agents through the agent window. On opening existing tickets, agents can access the tools which are necessary for the resolution of employee issue. Agents are provided with knowledge database access in order to have sufficient information in turn to solve critical queries which can be proceeded to change the status of the ticket.
How is an agent chosen to resolve a ticket?
The team of service centres consists of a specialized category to solve each level of the query. Through ticket, parameters can be set for the right ticket to reach the right specialized agent. The parameters can be set to decide along with the service category and priority. The process set along routing rules helps in order to get a ticket closed on a yearly basis while giving top priority to customer satisfaction.
Agents are also provided with special features in order to solve and lose an open ticket:
Solution finder: This feature facilitates an agent by providing a basic set of rules and policies in order to provide knowledge to employees. This process helps employees to self introspect any issue by themselves, which ultimately makes the query solving process shorter and is beneficial to both agent and customer.
Templates: This feature consists of predefined responses for a specific type of problem in order to save time for the agent to resolve any issues with high optimization.
Checklists: This feature includes predefined responses to similar queries such as in case an employee generates a query for a visa, then, in that case, checklists feature generates pre-requisites documents necessary for visa application.
Similar tickets: This feature consisted of an obvious solution for a specific type of problem. This helps agents in having a look before responding to a query which ultimately helps in standardizing the process.
Integration of Employee Central along with a mashup
C4C mashup: This feature helps one to integrate Employee Central and help desk data in real-time and contextual forms which ultimately saves lots of time and ultimately improves services. This feature helps agents to access employee data securely and without any requirement of secondary login ID.
Benefits of Service centre manager for insightful analytics:
- All the features listed helps to track real-time serve delivery and assimilate performances along with pre-built and designed dashboard.
- Easily use predefined and calculated reports for tracking response time, handling time and prioritizing escalation tends.
- One can dig deep down in data utilizing the add-In feature of Employee Central.
- One can access high-end analyses done by SAP Business Warehouse in order to gain extended insights through an integrated approach.
SAP SuccessFactors Employee Central service centre acts as the centre of focus to get solutions to all issues at hand. This service centre acts to bring down the sales channel between employees and HRs. The working methodology used by the service centre has its primary goal to provide the HR department of every business department capabilities to handle sensitive and complex issues by securely tackling resolution and protecting the privacy of employees. This is carried out as a priority in order to protect crucial information of employees while ensuring company confidentiality compliance.
SAP SuccessFactors Employee Central service centre allows a single contact centre to be smarter with fewer resources and deliver top quality service to their customers.
SAP has always been in remarkable positioning due to its top class service in the field of Human Resource. The sole reason for the success lies in the continuous updating with the passage of time, SAP has achieved great success due to its cloud technologies which have brought the company a great number of clients.
SAP SuccessFactors Employee Central is the core HR system for the next generation. The ethics and sole intention for the development of this suite were to cater to issues faced by workforces of global enterprises which is in turn resolved by reliable cloud features of SAP SuccessFactors.
Integration of Employee Central with other customer-friendly systems has become the market buzzword with every global HR firm ready to grab the latest updates and tools.
SAP Employee Central has been integrated with various other platforms such as SAP ECC, HCM and SAP Payroll systems which are both on cloud premises. The transformation to the cloud requires special consideration in order to achieve complete usage of tools. The current market has seen a large number of customers moving their assets from core HR to SAP SuccessFactors HCM Suite, this process has been happening simultaneously with their existing payroll and finance. Here there even exists an option for running payroll on cloud premises which ultimately helps in getting detailed solutions and running queries over single command.
Employee central global payroll solution is one of the top SAP global integrated solutions. Organizations aiming at manufacturing payroll currently run on-premise and want to implement through cloud-based solutions. The integrated ECP suite offers very similar features and benefits as offered by the cloud-based solution. The prime concern of customers is regarding the security of their data which is primarily taken care by providing high-end security along with scalable and flexible solutions which come along with SAP SuccessFactors cloud.
Any successful option is chosen followed by the critical part of data integration, data integration can be followed through these varied scenarios.
- Employees master data integration.
- Replication of organizational data.
- Data replication of absence or time-off.
- Data replication of payroll.
- Replication of cost centre data.
- Integration of RTI data with HMRC.
Different data integration demands specific settings for their suite in order to adopt that scenario, SAP helps and provides the solution for such scenarios as in SAP HANA Cloud integration along with Dell Boomi. This scenario is replicated as a middleware data integration. Data of Employee Central and payroll are replicated in terms of SAP though point to point without using any middleware. This option is also known as data replication by PTP or P2P.
SAP SuccessFactors Employee Central utilizes simple and effective ways to utilize enterprise resources and manage the enterprise. And this process is diversified to some extent and that is how SAP ERP HCM is managed in enterprise scenarios. An organizational approach is different in SuccessFactors than in SAP. The structure of SAP SuccessFactors Employee Central has higher granularity and is more agile in a structure which makes it to be more configurable. The special tools in SAP SuccessFactors Employee Central help one to incorporate legal as well as company entities in its database. The company code is also part of the structure of an enterprise and is directly assigned to the employees. There exist different sections for distinct employee groups in SAP success factors Employee Central such as pay scale structure, the pay structure of employees and cost centre in the hierarchy of the central but there exists no concept of personal structure.
The structure of Employee Central is highly agile in order to make standard configuration to make necessary modification as desired in the enterprise. This can be easily done by hiding and adding new objects as per requirement. As per studies, it has been found that the organizational structure of Employee Central is immensely beneficial to business users and one can expand business reaches to any extent as desired.
A Little Glimpse of Terminology of SAP SuccessFactors Employee Central
- Foundation objects: These are the primary objects and data that are utilized in the company for employee records
- Associations: This signifies the relation between objects.
- Generic objects: this is assigned to customized objects created by metadata framework.
- Organization structure: The structure used by enterprises to manage data.
- Propagation: Auto insertion of field values from employee’s emolument information with the source from found objects.
In a standard delivery organization, the structure is composed of respective data’s foundational objects.
- Legal entity
- Business unit
- Cost centres
The fascinating feature of these objects is that they can be easily removed if not required otherwise can be easily proposed in the structure of the organization. New objects can also be added along with other elements of the metadata framework. As the flow goes, the legal entity cannot bear parent from the same unit, the same as a business unit. When the implementation process begins in Employee Central each foundational object is configured to store some amount of data along with it. This is solely performed in order to populate values in fields which can be reflected through the employee’s employment record. Many new features along with required ones can be added as per requirement.
The legal entity object contains various definitions for legal entities which are all part of customer enterprise and are most of the time referred to as a company. The system creates the importance of every legal entity of an employee and must have it in any scenario. A legal entity may be used to ascertain about one’s country. His legal entity helps in knowing one’s default pay group, his location, currency and standard hours spent in that company. Country specific information can be stored in legal entity objects. In SAP Success factors Employee Central legal entity can also be utilized in order to store company code.
A business unit comes under the segment of legal entity which primarily focuses on specific business functions such as marketing, sales, manufacturing. Here, there exist no direct equivalent objects in SAP; as such a business unit can be represented by a business area or even by an organizational unit.
Departments are more prominently broken into sub-departments. This is done mainly because it represents organizational unit objects which are more prominently the lowest denominations in the organization structure.
A division is mostly a part of the business unit. There exists some possibility that they can be used as a division of legal entity if a scenario arises. This manipulation, according to the scenario is the flexibility of SAP success factors Employee Central. Even when there is no existence of equivalent objects in SAP even then, it can still be used to represent an organizational unit object.
A cost centre is a unit that follows account details of business costs. Other suites such as HRIS and SAP ERP databases, even though they are the part of organization structure it represents a designation for the costs of an employee than being the part of the organization in which they reside. There are many organizations which use a cost centre as part of their organization structure. Cost centres have parent organization centres, which can be utilized in order to continue hierarchy
The location as the name suggests us that in this case, represent a physical location. This physical location is used in order to identify the employee’s location. System location features are primarily to define time zones of employee and weekly hours of the employee. This location entity can be utilized in order to group further organizations and reporting in SAP.
There exists job classification object primarily containing details of the employee’s job role. As in SAP many employers can be categorized under the single job category, but are differentiated on the basis of the positions. This feature holds info on many attributes regarding the job that an employee holds such as in the context of weekly hours pay grade, employee class, information regarding the employee is permanent or temporary. When a job classification is assigned to an employee it constitutes of various numbers of values which can be obtained through job classification foundation objects.
The organization structure of SAP SuccessFactors Employee Central is greatly flexible and enables transitions in order to design its organizational structure in a manner that reflects their real-time functioning scenario. The SAP SuccessFactors Employee Central functions provide endless possibilities about how this can be managed and configured in order to provide endless possibilities of success and provide clients with every possible aspect. As such these features can be manipulated in order to align to their functioning and it is advisable for customers to investigate the numerous and progressive benefits of integration to their suite. Integration of SAP SuccessFactors with Employee Central is the most comprehensive step an enterprise can take towards an optimal HR structure in the enterprise.