Authentication 

Use

When employees contact the EIC by telephone, their personal data may have to be changed, or at least relayed to the caller. In this case, the EIC agent must be able to identify the caller. Authentication makes this possible.

You can use various criteria for this purpose:

●     You can use various data from Personnel Administration (such as the employee’s social insurance number) for authentication.

●     You can also use question and answer pairs for the authentication. The individual questions (such as the employee’s mother’s maiden name) and the corresponding answers are stored in the Authentication infotype (0816). Employees can use the corresponding ESS application Authentication for EIC to enter the data in this infotype. The questions are formulated in such a way that only the employee can answer them.

Features

Every employee is assigned to an employee grouping, to which, in turn, a profile is assigned. The profile contains a query that accesses the various criteria. By assigning employees to employee groupings, you can define authentication criteria for different regions, employment statuses, or areas in a company. You can also offer different authentication profiles for different employees.

EIC agents see the authentication criteria and the corresponding data or responses of the relevant employee. If you use the questions and answers from infotype 0816, you can specify in Customizing for the Employee Interaction Center how many of the questions answered via the employee self-service are displayed. The selection of questions is then displayed randomly at runtime.

The standard system includes a query that uses only the Authentication infotype (0816) as a criterion. Five questions and answers are stored. However, you can implement customer-specific queries.

See also:

Employee Self-Service Authentication for EIC