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Technical Data

Technical Name of Business Function

HCM_EIC_CI_2

Type of Business Function

Enterprise Business Function

Available as of

SAP enhancement package 4 for SAP ERP 6.0

Technical Usage

Human Capital Management

Application Component

Employee Interaction Center (PA-EIC)

Directly Dependent Business Function You Need to Activate

HCM, Employee Interaction Center 01 (HCM_EIC_CI_1)

The main focus of this business function is an improved concept for the areas of security, authorization, and user separation. The aim is to heighten data security by restricting access to activities, employee data, and service tickets for user roles.

This business function additionally provides EIC agents and EIC managers with improved print functions, new portal content for EIC roles, an enhanced employee search, and flexible user interfaces.

Prerequisites

To be able to use this business function, the following prerequisites must be fulfilled:

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

    Type of Component

    Component

    Only Required for the Following Functions

    Software Component

    EA-HR 604

    Business Intelligence Content

    SAP NetWeaver 7.0 BI Content Add-On 4, InfoArea   Shared Services   Employee Interaction Center  

    Changes to the User Interface

    Portal Content

    As of Business Package for Employee Interaction Center (SAP ERP) 1.4

    Portal Content

  • You have activated the business function HCM, Employee Interaction Center 01.

Features

When you activate the HCM, Employee Interaction Center 02 business function, the following functions are made available to you:

Heightened data security and user separation

Because of improved data security, EIC agents and personnel administrators can only access the data of those employees for which they are responsible. This user separation also applies to actions such as creating and changing service tickets as well as viewing categories. This way, the risk of unauthorized access to activity data is decreased. EIC agents and personnel administrators can also work more efficiently since only the functions, roles, and tasks relevant to them are displayed.

For more information, see the documentation for the application under Authorizations.

Printing of Activities

This business function has a new PDF printing function. You can now save and print activities and summaries from the activity search as an easy-to-read, user-friendly PDF document. In order to work more efficiently, you can create a personal print template and adjust it to your business needs. You can also save and download activity data for archiving purposes. The improved security concept allows for activity data to only be printed from authorized EIC agents and personnel administrators.

For more information, see the documentation for the application under Printing of Activities.

Flexible User Interfaces

You can adjust the EIC user interface to your business needs. Doing so increases your flexibility and efficiency: For example, you can create, display, and store your own activity attributes. You can also define the most important and helpful activity attributes for EIC managers. Additionally, you can set search criteria and hitlists in the employee search and in activity processing. There, you can display or hide the tabs you want. This way, EIC agents only work with the functions relevant to them.

For more information, see the documentation for the application under Flexible User Interfaces.

Additional Functions

  • Changes to the User Interface

    The user interface provides you with new fields and buttons that allow you to use enhanced functions and work more effectively. In the new Resolution field, you can specify how an activity was resolved. This field is also available in queries of the business intelligence content for evaluations.

  • Portal Content

    You can launch the EIC application from the portal as well as from the back-end system.

  • Personal Reminders

    You can create personal reminders and assign them to activities. You can display these personal reminders, as well as system alerts and SLA violations, in an overview of each activity.

  • Transfer E-Mail Attachments

    You can transfer e-mail attachments directly from the e-mail to the activity. This gives you the advantage of no longer having to download attachments and save them locally.

  • Data for External Contacts

    There are now additional contact types available. Data for external contacts are now stored in the central address databas and can therefore be reused. This gives you the advantage of only having to enter the data once as well as being able to find, change, or delete them at any time using the search.

  • Surveys for External Contacts

    After completing an activity, you can also send a survey to an external contact.

More Information

For more information, see the Release Note HCM_EIC_CI_2: Employee Interaction Center.