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 HCM, Shared Services Interaction Center CRM 2

 

Technical Data

Technical Name of Business Function

CRM_SSC_EIC_2

Type of Business Function

Enterprise Business Function

Available From

SAP enhancement package 2 for SAP CRM 7.0

BBPCRM 702 SP04

Technical Usage

Customer Relationship Management

Application Component

Shared Service Framework for HR (CRMIC_HCM_BF)

Required Business Function

HCM, Shared Services Interaction Center CRM (CRM_SSC_EIC_1)

You can use this business function to activate the following functions for the BBPCRM component:

  • Employee Fact Sheet

  • Enhancement to employee search

  • Integration of Shared Services Framework (SSF) to existing HR Personnel Administration / Organization Management (PA/OM) SAP GUI Transactions.

Prerequisites

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

    Type of Component

    Component

    Required for the Following Features Only

    Software Component

    BBPCRM 702 SP04

    Application Component

    Shared Service Framework for HR (CRMIC-HCMBF)

    Software Component

    EA-HRGXX 607 SP02 (HR renewal 1.0 Feature Pack 2)

    Application Component

    Employee Interaction Center (PA-EIC)

  • You have activated the following business functions in your CRM system:

    • HCM, Shared Services Interaction Center CRM (CRM_SSC_EIC_1)

    • Multifunctional Shared Service Interaction Center(CRM_SHSVC)

Features

Employee Fact Sheet

This provides the SSC Agent with a complete overview of an employees information, for example, Personal Information, Organization Details, Service Record History, HCM Process Information, and Interaction History.

The single location allows the SSC agent to view the last interaction an employee had with the Shared Service Center and enables them to immediately answer any questions or queries an employee has, in relation to their personal information.

Employee Search

The existing employee search functionality is enhanced so that it is now possible to filter byPersonnel Area, Employee Group, and Organization Unit. This functionality allows the SSC Agent to narrow down the search results when trying to identify an employee.

PA/OM SAP GUI Applications

PA/OM transactions are integrated with the SSF, which enables SSC agent to launch the transactions directly from the shared service framework, without logging in to back end. This functionality allows the SSC agent to directly modify changes in the system that are requested by an employee, This improves the efficiency of the shared service center. The SAP GUI PA/OM transactions that are integrated are as follows:

  • Display HR Master Data

  • Maintain HR Master Data

  • Personal Actions

  • Maintain Objects

  • Organization and Staffing Change

  • Fast Entry for Actions