Employee Interaction Center

The employee interaction center (EIC) combines service center and help desk technology to allow HR professionals to have higher quality and more efficient interactions with employees. HR professionals use the EIC as a single point of contact for their interactions with employees.

Integration

The EIC agent's authorization to process service requests can be based on service request categories and on organizational attributes. As a result, the processing is restricted to service requests where the categorization matches the categories assigned to the agent, and where the organizational attributes of the EIC customer match the organizational attributes defined in the authorization profile of the agent.

For more information, see Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Shared Services Framework General Settings Authorization End of the navigation path .

Prerequisites

You have configured and set up an EIC. For more information, see SAP Solution Manager.

To use the identification based on authentication information entered in the Employee Self-Service, you must activate the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

Features

The EIC contains all the standard interaction center (IC) features. Additionally, as an IC agent using the EIC you can do the following:

Identify employees
In the EIC, you can identify an employee, as well as organizations related to employees. In case one employee calls on behalf of another, you can confirm more than one employee at once. The identification can be based on authentication information the employee has entered in the Employee Self-Service.
Search for related partners by relationship type
Create service requests
To track an employee issue, you can create a service request.
Update employee data
You can display and update employee data in SAP ERP Human Capital Management (SAP ERP HCM), for example, in the Process Browser, Personnel File, or in the Maintain HR Master Data transactions PA20 or PA30.

Before you can use these, you must make settings in Customizing for Customer Relationship Management under UI Framework Technical Role Definition Transaction Launcher Configure Transaction Launcher .

For more information, see SAP Note 1515635.
Connect to multiple back-end systems or clients
You can connect to multiple back-end systems or clients that may be required to interact with various employees.

Before you can connect to these systems, you must make settings in Customizing for Customer Relationship Management under Interaction Center WebClient Shared Services Framework General Settings Assign Mapped Logical System to Business Roles .
Start Employee Self-Services On Behalf
You can start Employee Self-Services (ESS) On Behalf based on WD ABAP directly within the business context of a CRM service request.

To enable linking the service to the CRM service request, you must make settings In Customizing for Customer Relationship Management under Interaction Center WebClient Shared Services Framework Integration with SAP ERP HCM Integration with Employee Self-Services Launched On Behalf

For more information about the ESS services recommended, see SAP Note 1515636.
Start HCM Processes and Forms
You can launch an HCM process directly within the business context of a CRM service request, link to existing HCM processes, and display launched processes as PDF.

Before you can start this service, you must make settings in Customizing for Customer Relationship Management under Customer Relationship Management Interaction Center WebClient Shared Services Framework Integration with SAP ERP HCM Integration with Authentication and HCM Processes and Forms .