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 HCM, Shared Services Interaction Center CRM

 

Technical Data

Technical Name of Business Function

CRM_SSC_EIC_1

Type of Business Function

Enterprise Business Function

Available From

SAP enhancement package 2 for SAP CRM 7 (BBP CRM)

Technical Usage

CRM Core

Application Component

  • Personnel AdministrationCRM-IC-HCM

  • Employee Interaction CenterPA-EIC

Required Business Function

  • HCM, Integration with Shared Services Interaction Center,HCM_SSC_EIC_1

  • Multifunctional Shared Services Interaction Center CRM_SHSVC

  • HCM, Administrative Services 03, HCM_ASR_CI_3

  • HCM, ESS on Web Dynpro ABAP, HCM_ESS_WDA_2

You can use this business function to activate the following features:

The Multifunctional Shared Services Framework is now further integrated with the ERP systems in relation to the employee self-services (ESS) on-behalf scenarios. The Employee Interaction Center (EIC) agents can now use object types ESS On Behalf: Benefits and ESS On Behalf: Payments, along with the those previously delivered.

This can be done by launching the respective ESS area page from the business tab of the Service Request creation view. Once completed, the service can then be linked to the service request.

The newly available ESS services, in the business context, are Benefits and Payments. These launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ONBEHALF.

Prerequisites

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

    Type of Component

    Component

    Required for the Following Features Only

    Software Component

    EA-HRGXX606

    Not Applicable

    Application Component

    Employee Interaction Center (PA-EIC)

    Not Applicable

    Application Component

    HR Administrative Services (PA-AS)

    Not Applicable

    Application Component

    Employee Self-Services (PA-ESS)

    Not Applicable

  • You have activated the HCM, ESS on Web Dynpro ABAPHCM_ESS_WDA_2 business function.

  • You have activated the HCM, Integration with Shared Services Interaction CenterHCM_SSC_EIC_1 business function.

  • You have activated the Multifunctional Shared Services Interaction CenterCRM_SHSVC business function. Activating this business function is a prerequisite for integrating the HCM functions in the Shared Services Center in CRM.

Features

Execute Employee Self-Service on Web Dynpro ABAP ( ESS) applications on behalf of the employee

The Employee Interaction Center agent can initiate and process requests, on behalf of an employee, from within the Service Request in the Business Context view.

The following functions are available for this object type:

  • The agent can start a new Benefits area page for an employee. To do this, the agent selects an application from the list in the ESS area page. The system opens the appropriate application with the employee data from the ERP system. The agent can view or edit the master data appropriately. After the data has been saved, the system creates the changes in the ERP system and links it to the CRM service request. This link is only possible only if the ESS application is activated for data tracking of self-services.

  • The area pages launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ON BEHALF.

Agents can process ESS applications in the CRM Shared Services Framework (SSF) on behalf of an employee only if the appropriate authorizations, required for each application, are assigned to the agent role.