HCM, Integration with Shared Services Interaction Center

Technical Data
Technical Name of Business Function	`HCM_SSC_EIC_1`
Type of Business Function	Enterprise Business Function
Available as of	SAP enhancement package 5 for SAP ERP 6.0
Technical Usage	Human Capital Management
Application Component	Employee Interaction Center (PA-EIC)
Other Business Functions You Need to Activate	HCM, Administrative Services 03 (`HCM_ASR_CI_3`)

You can use this business function to make the functions of SAP ERP Human Capital Management (SAP ERP HCM) available in the Shared Services Center (SSC), which runs in SAP Customer Relationship Management (SAP CRM). This business function is therefore closely related to the Multifunctional Shared Services Interaction Center (CRM_SHSVC) business function in the CRM system.

The integration with HCM Processes and Forms enables agents using the Shared Services Center in the CRM system to access HCM processes in the connected HR system via a service request. The data for the processes is stored in the connected HR system.

The integration with the authentication functions of HCM Employee Interaction Center (EIC) enables agents to use an employee's authentication data that is stored in an HR system to identify an account. With this additional security check, the agent can identify the account without ambiguity.

Integration

The Multifunctional Shared Services Interaction Center (CRM_SHSVC) business function supplements the HCM, Integration with Shared Services Interaction Center(HCM_SSC_EIC_1) business function and makes the corresponding functions available in SAP CRM.

Prerequisites

You have installed the following components as of the version mentioned:

Type of Component	Component	Only Required for the Following Functions
Software Component	EA-HRGXX 605
Application Components	Employee Interaction Center (PA-EIC) HR Administrative Services (PA-AS) Employee Self-Services (PA-ESS)

Type of Component

Component

Only Required for the Following Functions

Software Component

EA-HRGXX 605

Application Components

Employee Interaction Center (PA-EIC)

HR Administrative Services (PA-AS)

Employee Self-Services (PA-ESS)

You have activated the Multifunctional Shared Services Interaction Center (CRM_SHSVC) business function in the connected CRM system. Activating this business function is a prerequisite for integrating the HCM functions with the Shared Services Center in CRM.

Features

Execute Authentication Information from HCM in the CRM Interaction Center

This function enables agents in the Shared Services Center of the CRM system to check and confirm the identity of an employee on the telephone using authentication information. The authentication information is stored by employees via the Employee Self-Service Authentication in the HR system. The employee does this by saving answers to predefined questions. The agent can ask the employee one or more of these questions in Account Identification and compare the answers given by the employee on the telephone with the ones stored.

Execute HCM Processes in the CRM Interaction Center

This function enables agents in the Shared Services Center in the CRM system to link processes to a service request.

The agent can start a new HCM process. To do this, the agent selects a process in the process browser and the system opens the interactive form of the process. After the agent enters the required data, the system links the process to the service request.
The agent can link an existing process to the service request. The system shows the agent a list of all processes that exist for this employee.
The agent can display a linked process. To do this, the system opens the PDF form for the process in display mode.

Execute Employee Self-Service, On Behalf of the Employee, in the CRM Interaction Center

This function enables agents, on behalf of an employee, to launch Employee Self-Service (ESS) applications in the Shared Services Center in the CRM system. The agent can work with the activities and link them to a service request as described here:

The agent can start the Employee Self-Service application. From a the business context of a Service Request, after confirming the business partner of the employee, the agent selects an ESS area page; either Personal Information or Working Time. The area page lists all the available applications within the ESS area.
The agent launches ESS applications from the area pages as configured in the ESS launchpad role and ESS_ONBEHALF instance. If the ESS application is activated for data tracking of self-services, the application is automatically linked with the service request for any future tracking purposes.