Implementation Guide INTERNAL

SAP SuccessFactors Employee Central

Document Version: Q3 2017 – 2017-09-08

Implementing Employee Central Service Center

Content

1 What's New in this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2 About Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.1 Required Knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

2.2 Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3 Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

3.1 Implementation Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

4 Configuring SuccessFactors Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

5 Configuring SAP Hybris Cloud for Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

6 Basic configuration of SAP Hybris Cloud for Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

6.1 Ticket Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

6.2 Configuring Tickets for Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

6.3 Configuring the Service Catalog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

6.4 Enabling Employee Support Work Center for your Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

7 Replicating employee data from Employee Central to Cloud for Customer. . . . . . . . . . . . . . . . . . . 21

8 Enabling Ask HR application on SAP Cloud Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

9 Enabling ASK HR on SuccessFactors Employee Central home page. . . . . . . . . . . . . . . . . . . . . . . . 26

10 Configuring ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

10.1 Configuring Contact to enable Contact HR on ASK HR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

10.2 Configuring Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

11 Validating the ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

12 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

12.1 Scenario 1: SAP Hybris Cloud for Service stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

12.2 Scenario 2: Employee not replicated to Cloud for Customer or to SAP Jam. . . . . . . . . . . . . . . . . . . . . . 33

12.3 Scenario 3: SAP Cloud Platform stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

13 Appendix: Creating an OAuth2 authorization between SAP Cloud Platform and BiZx. . . . . . . . . . .35

Implementing Employee Central Service Center

2 INTERNAL Content
1 What's New in this Guide

This document describes changes to the Employee Central Service Center Implementation Guide for the recent
releases. If the information you are looking for is not described in this guide or if you find something described
incorrectly, please send mail to SAPSuccessFactorsDocumentation@sap.com and we will update this guide.

Q3 2017

Table 1: Changes to this Guide in Q3 2017

What's New Description More Information

September 8

Updated prerequisites for Ensure that you have SuccessFactors Employee Center Service Enabling Ask HR applica­
deploying HTML and Java Center license and contact SAP Cloud Support to request subscrip­ tion on SAP Cloud Platform
application tion. [page 22]

Updated configuration de­ Updated configuration details for subscribed applications. Enabling Ask HR applica­
tails to enable Ask HR tion on SAP Cloud Platform
[page 22]

Updated incorrect link on Corrected the incorrect link on Jam configuration. Configuring Knowledge
Jam configuration Base [page 28]

August 8

Disabling the fields from You can hide certain fields from the Search tab by using valid identi­ Configuring Knowledge
Base [page 28]
the Search tab of Knowl­ fiers for each field.
edge base

Disabling the Contact HR You can hide the Contact HR tab from the application, by using a Configuring Contact to en­
tab from the application valid identifier. able Contact HR on ASK
HR [page 27]

Q2 2017

Table 2: Changes to this Guide in Q2 2017

What's New Description More Information

June 2

Employee Central Service This is the first version of Employee Central Service Center Imple­ About Employee Central
Service Center [page 4]
Center Implementation mentation Guide.
Guide

Implementing Employee Central Service Center

What's New in this Guide INTERNAL 3
2 About Employee Central Service Center

SuccessFactors Employee Central Service Center provides a comprehensive solution to HR service delivery. The
solution is designed for use by both employees and HR service delivery. Employee Service delivery is provided via
the Ask HR (Employee Workspace) link, employees get answers to their questions from anywhere within the
SuccessFactors HCM Suite. Guidance is also available to HR service representatives/agents to help them give
accurate, consistent and quick answers to questions that employees can’t answer on their own.

Key capabilities offered by Employee Central Service Center:

● It enables employees to create and manage tickets and to access further information such as Knowledge Base
content and service center hotline data that helps them find the desired information through Ask HR
(Employee Workspace).
● It supports optional Knowledge Base integration.
● It allows HR Service Delivery through HR Service Representative/Agent Workspace enabling HR Service
representatives to manage open requests, view reports and collaborate on requests.

With the Ask HR (Employee Workspace) view, employees have access to a searchable, context-sensitive
knowledge base (if configured) for getting answers to their questions. If they can’t find the answer in the
knowledge base, they can contact their HR directly by:

Creating a ticket, or

Making a phone call, or

Sending an e-mail

The ticket management system offers the right tool set to HR Service Representatives, ‘the Agent Work center'
where they have access to ticket queue and thus employee tickets get assigned to them.

Note
Information from the HCM suite, including Employee Central, is built-in (i.e. without having to access multiple
systems) enabling HR Service Representatives to resolve requests effectively. The HR Service Representative
has access to employee data in SuccessFactors Employee Central based on role-based permissions. This also
ensures the security of sensitive employee data. Having this data available in a unified Service Center with easy-
to-read dashboards, also provides HR Operations Management visibility into the issues that are impacting
employees. It provides actionable insights and helps them report on their group's performance criteria such as
SLA compliance.

Implementing Employee Central Service Center

4 INTERNAL About Employee Central Service Center
2.1 Required Knowledge

We recommend that the consultant performing the implementation has the following implementation and
configuration knowledge:

● SuccessFactor Employee Central

○ Good understanding of SuccessFactor Employee Central: Employee Master data, BizX, Role Based
Permissions, Provisioning, etc.
○ Excellent Knowledge about Employee Centra Integration and Extensions.
● SAP Cloud Platform and SAP Cloud Portal Experts
○ Knowledge about HCP Extension Package for SuccessFactors.
○ Good understanding of Cloud Platform configuration.
● SAP Hybris Cloud for Service
○ Expert in SAP Hybris Cloud for Service configurations (especially the Employee Support scenario).
○ Expert in integration scenario with SuccessFactors – Performing Employee Central Data replication and
defining Mash-up Scenarios.

2.2 Before You Begin

In this section you prepare your project beyond any standard software implementation projects parameter.

To achieve this you must:

● Align with your HR team and define the business processes/ functional scope for your ticketing system.
● Create a blue print of your system landscape as per Employee Center Service Center. We only provide
○ one test SAP Hybris Cloud for Service tenant and
○ one productive SAP Hybris C4C tenant.
There is a 1:1 relationship between each SuccessFactors Employee Central instance and each SAP Hybris
Cloud for Service instance.

Note
In case you use a third SuccessFactors Employee Central instance for development purpose, then you must
set up a third environment. In this scenario, ensure that you take into account that this requires extra cost
for setting up a third SAP Hybris Cloud for Service tenant.

● Consider the Release schedules in your project schedule by:

○ Getting familiar with the data centers where your solution is hosted.
○ Checking out the Release schedules for each of the following tenants.
○ SuccessFactor Employee Central
○ SAP Hybris Cloud for Service
● Considering that SAP Hybris Cloud for Service productive tenants cannot be provided during Release
upgrades and so we recommend that you plan your Go-live accordingly.

Implementing Employee Central Service Center

About Employee Central Service Center INTERNAL 5
3 Prerequisites

The following activities are needed to be completed to implement this solution.

Before you set up Employee Central Service Center, ensure that you have:

1. SuccessFactors Employee Central instance.

Ensure that you Employee Central instance is in place before you start implementing Employee Central
Service Center.
To achieve this, you must have access to Employee Central provisioning needed to perform the configuration
for Employee Central Service Center.
2. The following Cloud for Customer (C4C) tenants.
Test Tenant
After you have purchased the Employee Centra Service Center solution, SAP will trigger the process that you
get a test SAP Cloud for Customer tenant.You (customers S-user and email contact stored at purchase
request) will get an email with the SAP Cloud for Customer test tenant URL and a separate email with the
Cloud for Customer user (the S-user entered on the purchasing request form automatically receives these
emails).
Productive tenant
In general, the Project Team will trigger the provisioning of an additional SAP Hybris Cloud for Customer
tenant (also Productive Instance).
3. SAP Cloud Platform account.
Access to SAP Cloud Platform Cockpit and Global Account
You (purchase request contact) will get an email with the access information and the customer account
information.
The user (s-user) who is entered in the purchasing request form gets the administration rights automatically.
Please consider that customer & partners who want a different s-user as administrators of the SAP Cloud
platform global account must request corresponding authorization separately by reporting a BCP incident on
component BC-NEO-CIS.
How to get the Productive SAP Cloud Platform extension account?
For this you must initiate the extension implementation in your productive SuccessFactors instance for the
same Global Account. During the automated implementation of the extension between SAP Cloud Platform
and SuccessFactors a SAP Cloud Platform Extension Platform account is created.
4. SAP Cloud Platform Integration account.

3.1 Implementation Sequence

The following steps are required to implement Employee Central Service Center.

1. Configuring SuccessFactors Extension.

2. Configuring SAP Hybris Cloud for Service.
3. Enabling the Employee Central Service Center/Ask HR (Employee Workspace) application on SAP Cloud
Platform.
4. Enabling the Ask HR link on SuccessFactors Employee Central home page.

Implementing Employee Central Service Center

6 INTERNAL Prerequisites
 5. Configuring Ask HR application.

Let's now see a brief comparison between the old and the new Employee Central Service Center.

Table 3:

Employee Central Service Center (old solution) Employee Central Service Center (new solution)

Ticket screens: Ticket screens:

Ask HR application includes the following to cover the ticket SAP SuccessFactors offeres a new Service Desk HTML5 appli­
screens such as Create ticket, Ticket overview, Ticket details: cation and owns new up-to-date tickets screens.

● Service Portal application Integration:

Integration: Integration related to ticket data through consumption of SAP

Cloud For Customer OData APIs.
Integration related to ticket data through SAP Hybris Cloud for
Service web services.

Employee Central data replication to SAP Hybris Cloud for Employee Central data replication to SAP Hybris Cloud for
Service via P2P (not available anymore for new customers as Service based on HCI.
of Q4 2016).

Customer project based integration to SAP Jam based on Standard Integration to SAP Jam
OpenSearch.
Note
The Employee Central Service Center package does not
cover the pricing for SAP Jam.

Implementation Checklist

● Check status of your Success Factors Employee Central company.

Ensure that you have finalized your Employee Central implementation project successfully before you start
implementing Employee Central Service Center.
Check if you have access to Employee Central provisioning needed to perform the configuration of Employee
Central Service Center.
● Check if you have all relevant tenant information –
SAP Cloud Platform – Global access to Cockpit.
SAP Hybris Cloud for Service - test tenant.
● Check if your users have the right authorization
S-user that is entered in purchasing request gets administration rights automatically. In case you need
additional s-users/users with administration rights in SAP Cloud Platform account, you must then create
request in BCP for the BC-NEO-CIS component.

The high level steps that are involved in the implementation of Employee Central Service Center are listed in the
following table.

Table 4:
Steps Description

1 Configure the SuccessFactors Extension

Implementing Employee Central Service Center

Prerequisites INTERNAL 7
2 Configure SAP Hybris Cloud for Customer

3 Enable the Employee Workspace /Ask HR application on SAP

Cloud Platform

4 Enabling the Ask HR link in SuccessFactors BizX

5 Configure the Ask HR application

Implementing Employee Central Service Center

8 INTERNAL Prerequisites
4 Configuring SuccessFactors Extensions

In this section we cover the steps required to integrate SAP Cloud Platform with SuccesFactors Employee Central
through extensions.

SAP Cloud Platform, extension package for SAP SuccessFactors allows you to extend your SAP SuccessFactors
scope with applications running on the platform. The extension package makes it quick and easy for companies to
adapt and integrate SAP SuccessFactors cloud applications to their existing business processes, thus helping
them maintain competitive advantage, engage their workforce and improve their bottom line. For more
information, see https://help.sap.com/viewer/4b5e4baaf79e454f92cb71257a755fd4/PRODUCTION/en-US/

To perform this integration, follow the steps:

1. Browse to your SAP Cloud Platform account, select Integration Tokens.

2. Click New Token to generate a new token.
3. Enter the user (s) you want to assign an Administrator role for the account and save.
4. Once your token is successfully created, copy the integration token (to be used later in the steps below).
5. Login to Provisioning and select your company instance.
6. Select Extension Management Configuration.
7. Select the Extension Management Configuration check box, paste the integration token you copied in the
previous step and click Save. This step takes some time to auto configure the SAP Cloud Platform account.
You must now have a SAP Cloud Platform extension account created. You can now subscribe it to the portal
services. Also, you now have configured security settings for the extension package and enabled required
functionality and APIs. This means, that you are now successfully integrated with SAP Cloud Platform account
once all the services are enabled.

Follow the steps to enable new extension manager (Fiori) on provisioning.

Enable New Extension Manager (Fiori) on provisioning

To enable new extension manager (Fiori) on provisioning.

1. Login to Provisioning and select your company instance.

2. Select Company Settings and search for Enable Custom External Module Integration.
3. Select the Enable Custom External Module Integration check box and edit the URL. Replace the existing one in
the text box with,
URL EXTENSIONS_ADMIN|https://flpnwc-<HCP accountId>.dispatcher.hana.ondemand.com/sites/
sfadminspace?
locale=@LOCALE@&moduleIDs=@MODULE_IDS@&landscapeHost=@SFSF_HOST@&canInstall=@CAN_INST
ALL@&extensionType=SFSF .
4. Click Authorized SP Assertion Consumer Service Settings.
5. Add a new SP ACS by entering the following:
Assertion consumer service: https://flpnwc-%3CHCPaccount%20ID%3E.dispatcher.hana.ondemand.com/
Logout URL: https://flpnwc-%3CHCPaccount%20ID%3E.dispatcher.hana.ondemand.com/
Audience URL: https://hana.ondemand.com/%3CHCPaccountID%3E

Validate that you are assigned to the corresponding SuccessFactors role to access the Extension package

1. Login to Employee Central account and search for Manage Permission Groups. Select Manage Permission
Groups.

Implementing Employee Central Service Center

Configuring SuccessFactors Extensions INTERNAL 9
2. Select Extension Administrators.
3. On the Permission Group page, type a name of your group and chose who you want to include in the group.
Click Done after you have entered all user names.

Now the added members are the administrators for the customer extension module (Extensions admin).

Implementing Employee Central Service Center

10 INTERNAL Configuring SuccessFactors Extensions
5 Configuring SAP Hybris Cloud for Service

In this section we cover the steps required to configure SAP Hybris Cloud for Service.

To configure SAP Hybris Cloud for Service, you must:

● Define functional scope for the Ticketing System, Ticket Processing, Ticket Routing, use of Computer
Telephony Integration (CTI).
● Configure your SAP Hybris Cloud for Service.
○ Covering the functional scope for ticket handling.
○ Customizing the employee support scenario in SAP Hybris Cloud for Service, for example "How to enable
HR Representatives to access their workspace".
○ (optional) Configuring mashup with Employee Central for enabling agents to access the SuccessFactors
Employee Central system within their agent workspace.
● Replicate the following Employee Central master data to your SAP Hybris Cloud for Service system.
● ○ Personal details like first-name, last-name, gender, form of address.
○ Business email (required used as key identifier to fetch employees ticket information).
○ Business address & phone -> Workplace address in SAP Hybris Cloud for Service.
○ Job information used to calculate the employee’s validity.

There are two steps identified in this configuration:

1. Basic configuration in SAP Hybris Cloud for Service.

and
2. Replicating employee data from Employee Central to Cloud for Customer.

You must follow the detailed guidelines on both these steps as mentioned in document.

Related Information

Basic configuration of SAP Hybris Cloud for Service [page 12]

Replicating employee data from Employee Central to Cloud for Customer [page 21]

Implementing Employee Central Service Center

Configuring SAP Hybris Cloud for Service INTERNAL 11
6 Basic configuration of SAP Hybris Cloud
for Service

To configure SAP Hybris Cloud for Service, you must:

● Configure Tickets for Employee Support

Configuring Tickets for Employee Support [page 13]
● Configure Service catalog
Configuring the Service Catalog [page 18]
● Activate the Employee Work center for your HR Agents
Enabling Employee Support Work Center for your Agents [page 19]

Note
Configuring Attachment Types

Ensure that your employees can only upload attachments that obey security standards. There may be certain
file types that contain java script which may pose a security risk for your company. In general SAP Hybris Cloud
for Service runs a virus checker for each and every file that gets into the system. Also, all APIs go through the
same functionality. SAP Hybris Cloud for Service also provides a customizing option to specify allowed mime
types/ file type. We recommend you to take out at least document types with a high security risk such as ‘html’
in your SAP Hybris Cloud for Service tenant.

How to Configure Attachment Types?

1. Ensure that you have administrative priveleges to access the business configuration.
2. Select your project and search for Activities in Project = ‘Allowed MIME Types for Document Upload’.
You will see the following screen on the SAP Hybris Cloud for Service system.

3. Select the MIME Type Check Active checkbox. Also, for the HTML Document (s) row, do not select the
Allowed checkbox (highlighted in the screen below).
You will see the following screen on the SAP Hybris Cloud for Service system.

Implementing Employee Central Service Center

12 INTERNAL Basic configuration of SAP Hybris Cloud for Service
6.1 Ticket Status

With regards to the Ticket status you have to configure the Ticket status schema exactly how it is described here.

We need this because the new Ask HR UI interacts with the ticket status. This is why we need to know the
corresponding technical key and thus status.

Before you start configuring the Ask HR ticket status schema in your SAP Hybris Cloud for Service tenant ensure
that you have:

● Administration privileges
● In your project scope, selected employee support under Node Service

Tickets always were sent forth and back between an employee and an HR agent. With this solution, we intent to fix
a simple scenario where only HR Agents are involved in ticket processing and we do not differentiate that HR
agents are multiple processors.

6.2 Configuring Tickets for Employee Support

Prerequisites:

For the usage of Ask HR, ensure that:

● You have defined in your project scoping the employee support scenario.

How to configure tickets for your employee support scenario?

Implementing Employee Central Service Center

Basic configuration of SAP Hybris Cloud for Service INTERNAL 13
To optimize your ticket handling for employee support issues you need to create a status schema with your
settings and assign them to your respective HR Service ticket type. Depending on the type of ticket users can
select the respective statuses.

To achieve this,

1. Log on to your SAP Hybris Cloud for Customer system.

2. Go to the Business Configuration work center and choose the Implementation Project view.
3. Select your implementation project and click Open Activity List.

4. Select the Fine-Tune phase, then select Tickets for Employee Support from the activity list.

5. You will now see the following configuration screen:

Implementing Employee Central Service Center

14 INTERNAL Basic configuration of SAP Hybris Cloud for Service
Configure Document Types

What are Document types?

Document types represent the ticket types in your application. For the usage of Employee Central Service Center/
Ask HR application you have to use

● Document type = ‘SRRE’ Employee Support Ticket

● Process Variant = Employee Support
● Status Schema = Default

Ticket status Directory and Schema

What is Life Cycle status and Assignment status?

Life Cycle status represent the status of the ticket from a life cycle perspective and can be Open , In Process or
Completed.

Note
Note that for ASK HR application, you must only select one of the statuses mentioned above.

The Assignment Status tells you whom the ticket is assigned to currently and for Employee Central Service Center
we use the following options:

● Processor Action: The ticket is created by the requestor (employee). The processor (HR Agent) is required to
respond to the ticket, for example, the employee creates a ticket and the first level HR support reacts to the
ticket.

Implementing Employee Central Service Center

Basic configuration of SAP Hybris Cloud for Service INTERNAL 15
● Requestor Action: The ticket is in process and the support colleague asks the employee to do something on
his or her side to solve the issue or to accept/reject a proposed solution

Overall you need to use later in your ticket schema the following status code:

1 – Represent a new ticket that was addressed to agents and is open thus no one is processing the ticket

2 – Represents a ticket that is currently processed by an agent.

4 – Represents a ticket where the agent requests further information from the employee.

5 – Represents a ticket where the agent has provided a solution and the employee shall has the option to reject or
confirm the solution.

Z6 – Represents the status code you have to add to the ticket dictionary.

Note
The Ask HR application does not provide reopen feature.

You can only overwrite the description but you have to keep in mind that the description shall only represent the
meaning of each status.

For our new Employee Central Service Center Ask HR application, you have to use the default status code that is
shown in the following screen.

Status Schema:

In addition to using pre-delivered statuses and status schemas for tickets, you can specify your own status
schemas and status handling by mapping them to a valid combination of life cycle status and assignment status.

You can change visibility or the sequence of pre-delivered status.

Include all status according to the recommended sequence into your schema and assign your schema finally to
your document type.

Implementing Employee Central Service Center

16 INTERNAL Basic configuration of SAP Hybris Cloud for Service
How to add a New Status Schema (for example, for Service Center) ?:

1. Under Status Schemas click Add Row.

2. Enter an ID and a name for the schema.
3. Click Save to save your changes. Now you can assign statuses to your schema.

How to assign Status Codes to Schema ?

1. Click Add Row under Assign Status Codes to Status Schema.

2. Enter a number in the column Sort Sequence to specify the status sequence in the drop-down list in the
application.
3. Select a Status from the value help that comes from the Ticket Status Dictionary.
4. Decide whether this status should be the initial entry for all newly created tickets and whether this status
should be visible in the drop-down list in the ticket handling .

Note
Only the Open Life Cycle Status can be selected as initial status.

5. Click Save to save your changes.

Maintaining a Status Schema

You can change the name of a schema and the sort sequence of the assigned statuses, statuses itself, and check
boxes Initial Status and Status Visibility.

To delete a Status Schema, select the line that you want to delete and click Delete.

Note
Only those statuses can be deleted that are not being used.

Implementing Employee Central Service Center

Basic configuration of SAP Hybris Cloud for Service INTERNAL 17
6.3 Configuring the Service Catalog

Service Category

Service categories are used to capture consistent information, to allow reporting and benchmarking, and for
determining service level assignments.

To create and organize service categories and incident categories (subcategories) within service category
catalogs, go to Menu Administrator Service and Social Settings Service Categories .

Note
Note you can only use Service Category and its dependent Incident Category.

Implementing Employee Central Service Center

18 INTERNAL Basic configuration of SAP Hybris Cloud for Service
Create your own Service Catalog with a 2 tier structure

Example
Agent Workspace and available Service Categories

6.4 Enabling Employee Support Work Center for your Agents

How Agents/HR Representative access the Employee Support Workspace can be configured in the SAP Hybris
Cloud for Service system. The work center ‘Employee Support’ is available under work center ‘Service’.

Implementing Employee Central Service Center

Basic configuration of SAP Hybris Cloud for Service INTERNAL 19
 Note
Depending on your needs, you can also configure access to the Agent Workspace ‘Employee Support’ as work
center.

The following screen example shows the Agent Workspace with the Employee Support View.

How to Set-up the Employee Support work center ?

1. Log on to your SAP Hybris Cloud for Service system with administrative privileges, and navigate to the
‘ADMINISTRATOR’ work center (General settings).
2. Go to section Users and click on Business Roles.

3. Create a Business role for HR Agents.

4. Assign the Work center view ‘Employee Support’ to work center ‘Service’.
5. Assign a Business role for HR Agents to a Business User
○ Log on as an Admin user and navigate to the ‘ADMINISTRATOR’ work center.
○ Go to section Users and click on Business Users.
○ Choose the Business user and assign the corresponding HR Agent role to the user.

Implementing Employee Central Service Center

20 INTERNAL Basic configuration of SAP Hybris Cloud for Service
7 Replicating employee data from Employee
Central to Cloud for Customer

This integration guide describes the integration steps required to integrate SAP Hybris Cloud for Customer with
SuccessFactors Employee Central Service Center using SAP HANA Cloud Integration.

You must follow the detailed guidelines on replicating employee data as mentioned in https://websmp109.sap-
ag.de/~sapidb/012002523100001492392017E/C4C_SFSF_EC_HCI_1702.pdf document.

Implementing Employee Central Service Center

Replicating employee data from Employee Central to Cloud for Customer INTERNAL 21
8 Enabling Ask HR application on SAP Cloud
Platform

After you have established the generic Extension between SAP Cloud Platform and your SAP SuccessFactors
instance you need to enable the employee workspace application/ Ask HR application on your onboarded SAP
Cloud Platform extension sub-account.

Prerequisites

● Ensure that your onboarded SAP Cloud Platform extension sub-account is subscribed to our provider
employee workspace applications.

Note
Our employee workspace applications/ Ask HR applications are multi-tenant. Cloud Platform applications
are available as provider accounts hosted by SAP. Consumers do not deploy applications in their sub-
accounts, but simply subscribe to provider applications. As a result, a subscription is created in the
consumer sub-account.

● Ensure that you have SuccessFactors Employee Center Service Center license.
● Create a ticket in the SAP Support portal ticket on component LOD-SF-EC-SRV.

Procedure

1. Create a ticket in the SAP Support portal ticket on component LOD-SF-EC-SRV.

2. Our provider account contains 2 applications that are subscribed to your sub-account. One is the ‘java proxy’
application that is required to ensure security compliance and other is the Ask HR application which is the end
user interface. After you have been subscribed to the relevant applications, you can view the application in
your extension sub-account. See the example highlighted in the following screen.

Implementing Employee Central Service Center

22 INTERNAL Enabling Ask HR application on SAP Cloud Platform
3. You need to establish the connectivity between your SAP SuccessFactors instance and your SAP Hybris Cloud
for Customer tenant. This is done via configuration of destinations.

Note
A destination defines the back end connectivity and is a URL to which requests are forwarded.

4. To view all required and optional destinations for our employee workspace application you have to:
a. Logon to SAP Cloud Platform Cockpit.
b. Select your Extension Platform Account.
c. Navigate to Applications Subscriptions HTML5 Applications . Click askhr application.
5. You can view all required and optional possible destinations for our employee workspace / Ask HR application.
In column Mapped Subaccount Destination you can find some default names you can use later when you
create the corresponding destinations. We recommend that you use the default names for your destinations
later thus the destinations are automatically mapped without the need to adjust the mapping.

6. To get the employee workspace / Ask HR application running you need to connect the application to your SAP
SuccessFactors instance destination and to your SAP Hybris Cloud for Customer tenant.
a. Logon to your Global platform account to enter the SAP Cloud Platform Cockpit.
b. Select your Extension platform account.

Implementing Employee Central Service Center

Enabling Ask HR application on SAP Cloud Platform INTERNAL 23
 c. In the navigation panel select Connectivity Destinations .
7. Create connectivity to your SAP Cloud for Customer tenant. Creating destination ‘CloudForCustomer’ on
extension account level. Enter the following data:
○ Name = CloudForCustomer
○ Type = HTTP
○ Description = HCP Solution to avoid cross-origin
○ URL = https://<YOUR C4C tenantID>.crm.ondemand.com
Example: https://my111111.crm.ondemand.com
○ Proxy Type = Internet
○ Authentication = Basic Authentication
○ User/Password = <Business User in C4C plus password>
You need to create in your SAP Cloud for Customer tenant a corresponding business user and password who
is authorized to call OData APIs.

Save your entries.

8. Create connectivity to your SAP SuccessFactors Instance. Creating destination ‘BizX_oData’ on extension
account level. Before you start you have to register your application as OAUTH2 client application in your SAP
SuccessFactors instance. To register:
a. Logon to your SuccessFactors instance as admin user.
b. Navigate to Admin Tools to Manage OAUTH2 client application.
c. Create an own entry for your application.
Refer section Appendix: Creating an OAuth2 authorization between SAP Cloud Platform and BiZx [page 35]
for more details.

To create Connectivity to your SAP SuccessFactors Instance:

1. Logon to your Global platform account to enter the SAP Cloud Platform Cockpit.
2. Select your Extension platform account.
3. In the navigation panel select Connectivity Destinations .
4. Enter data as shown in the screen:

Implementing Employee Central Service Center

24 INTERNAL Enabling Ask HR application on SAP Cloud Platform
 Take into account the Name chosen in the screen example is an own destination name and not the default
name – in case you choose also an own name you have to map the destination correspondingly on
application level.

○ Name = ‘BizX_oData’
○ URL = <check out the SF integration OData guide and choose the right URL belonging to your data
center>
○ Client key = <choose the API key of your Manage OAUTH2 client application –
○ Token Service URL: see comments URL
○ Additional Properties ‘assertionisuser’, you have to enter the same API key as under Client key
○ CompanyID = <Your SuccessFactors company ID example ‘exa1234’ >

Save your entries.

9. <Optional>: Create connectivity to an open search compliant Knowledge base / SAP Jam collaboration. You
can also create the corresponding connectivity to any open search compliant knowledge base and SAP Jam.
To configure SAP Jam as the Knowledge Base, refer section Configuring Knowledge Base [page 28].

Implementing Employee Central Service Center

Enabling Ask HR application on SAP Cloud Platform INTERNAL 25
9 Enabling ASK HR on SuccessFactors
Employee Central home page

In this section we enable the application in the SuccessFactors instance.

1. Login to SuccessFactors Employee Central account, from the Admin Center dropdown, click Custom External
Module.
2. Under Extension Directory click the  icon to create an extension.
3. On the Create Extension page, select the SuccessFactors Extensions from the Template Source drop down and
then click the SF Starter Extension.
4. After the extension is created successfully, you must select the App that you deployed in the SAP Cloud
Platform account. To select an App, click the  icon appearing under Pages and Apps and then click the New
App button. Select the app and click OK.
5. From the left menu, under Apps, select the app, right-click and select Set as home page.
6. To publish the application, Click the publish icon on the top right.
7. After the application is successfully published, copy the web URL address (to be used later).
8. Login to provisioning, go to company settings and enable the Enable Service Center Add-On. Now, you need to
paste the web URL that you copied in the previous step.
9. Login to SuccessFactors Employee Central, you will now be able to see the ASK HR option on the top. You can
now use this option to create a ticket using the ASK HR application.

Implementing Employee Central Service Center

26 INTERNAL Enabling ASK HR on SuccessFactors Employee Central home page
10 Configuring ASK HR application

10.1 Configuring Contact to enable Contact HR on ASK HR

This section describes the steps you need to follow to enable Contact HR on ASK HR application on BiZx.

Prerequisites

Ensure that you have administrative privileges to maintain service contact data.

1. Login to BiZx SuccesFactors instance, search and click Manage Permission Roles.
2. On the Permission Role List page, click System admin.
3. On the Permission Role Detail page, click Permissions.
4. On the Permission settings page, click Miscellaneous Permissions. Enable the following in the
ServiceDeskContactSupportInformation Entity box, and click Done:
○ View
○ Edit
○ Import-Export
○ Field Level Overrides

Steps to maintain contact data:

1. In the search bar, search and click Manage Data.

2. On the Manage Data page, in the ServiceDeskContactSupportInformation area, create contact details for your
company (this is one to many mapping, so you can configure one support email and multiple country specific
information).
3. Provide the view only permission for all employees. To achieve this:
1. Select the Manage Permission Roles
2. Select permission role Employee Self Service and click Permissions.
3. In Permission settings, go to miscellaneous permissions, select only view option for Service Center
contact information and click Done.
4. Click Save to save the changes.

Disabling the Contact HR tab

Prerequisites

Ensure that you have configured destination as Bizx_Odata.

Procedure

To hide the fields from the User Interface, you must follow the steps below:

1. Go to the Destinations page.

2. Select the destination as Bizx_Odata.

Implementing Employee Central Service Center

Configuring ASK HR application INTERNAL 27
3. Click Edit under Destination Configuration.
4. Click New Property on the Additional Properties and add disableContactTab identifier in the drop down.

5. For each disableContactTab, mention yes for disabling the contacts tab, or no for enabling it. Also, the
disableContactTab values (yes/no) are case-sensitive.
Example: If you want to hide the Contacts Tab, then enter the hideField value as shown below:

Note
By default, if you don’t specify the disableContactTab parameter in the destination parameter, the contact
tab will be visible in the application.

6. Click Save.

10.2 Configuring Knowledge Base

Prerequistes

Ensure that your Jam instance is integrated with your BizX instance.

Searching the Knowledge Base is quite a useful approach for an employee who is facing a commonly faced issue,
the solution for which may exist in the configured Knowledge Base. In such a scenario, the employee may search
the Knowledge Base with specific keyword(s) and if the solution exists, there is no need for him to create an HR
ticket. A Knowledge Base could be any one of these:

● Knowledge Base OpenSearch complaint

● SAP Jam

Configuring SAP Jam account as destination in SAP Cloud Platform

Ensure that you have a SAP Jam account before you start configuring SAP Jam as your Knowledge Base.

1. To configure SAP Jam account as destination in SAP Cloud Platform, follow the steps listed in https://
help.sap.com/viewer/u_collaboration_dev_help/35d8732602c44bc9816a7e5a28f3f788.html.

Disabling the fields from the Search tab in Knowledge Base

Implementing Employee Central Service Center

28 INTERNAL Configuring ASK HR application
Prerequisites

Ensure that you have configured destination as sap_jam_odata for SAP Jam, or OpenSearch_Odata for
OpenSearch.

Procedure

To hide the fields from the User Interface, you must follow the steps below:

1. Go to the Destinations page.

2. Select the applicable destination (sap_jam_odata or OpenSearch_Odata).
3. Click Edit on the Destination Configuration.
4. Click New Property on the Additional Properties and add hideField identifier in the drop down.

5. Enter the following hideField values separated by a comma (without space) for each hideField identifier. Also,
the hideField values are case-sensitive.

Table 5:

To configure for Supported Fields hideField value

SAP Jam Description Description

LastModifiedAt LastModifiedAt

Views Count ViewsCount

Likes Count LikesCount

OpenSearch Description content

Date updated updated

Rating score

Example: If you want to hide Description and Views Count fields on SAP Jam, then enter the hideField value as
shown below:

Note
By default, all the supported fields are visible on the User Interface if the hideField parameter is not
specified in the destination parameters. Display of the Title field is mandatory and you will not be able to
disable it from the User Interface.

6. Click Save.

Implementing Employee Central Service Center

Configuring ASK HR application INTERNAL 29
11 Validating the ASK HR application

Prerequisites

1. You must have a testuser account to validate if the ASK HR application is configured to use or not.

Knowledge Base configured

The following screen appears if the Knowledge Base as SAP Jam is configured.

Knowledge Base not configured

The following screen appears if the Knowledge Base as SAP Jam is not configured.

Implementing Employee Central Service Center

30 INTERNAL Validating the ASK HR application
Contact Information configured

The following screen appears if the Contact Information is configured.

Implementing Employee Central Service Center

Validating the ASK HR application INTERNAL 31
Contact Information not configured

The following screen appears if the Contact Information is not configured.

Implementing Employee Central Service Center

32 INTERNAL Validating the ASK HR application
12 Troubleshooting

12.1 Scenario 1: SAP Hybris Cloud for Service stops

responding

Description

If the SAP Hybris Cloud for Service system stops responding we have a workaround for this.

Workaround

This error may occur due to one of the following reasons:

● System planned downtime

Check this http://www.sap.com/about/agreements/cloud-services.html?search=service%20level
%20agreement&sort=latest_asc page to confirm if it is a system planned downtime. This page lists the
SERVICE LEVEL AGREEMENT FOR SAP CLOUD SERVICES in different languages. Check the one appropriate to
you.
● System un-planned downtime
If the system is not down due to a planned downtime then you need to contact your system administrator.

12.2 Scenario 2: Employee not replicated to Cloud for

Customer or to SAP Jam

Description

You could face this issue where an employee is not replicated to Cloud for Customer or SAP Jam. This may occur
in case the replication process fails due to data corruption, or the employee was created during the interval when
replication was not happening.

Workaround

To resolve this issue you can:

● Wait for some time to have the replication handled by the system.
or
● Contact your system administrator.

Implementing Employee Central Service Center

Troubleshooting INTERNAL 33
12.3 Scenario 3: SAP Cloud Platform stops responding

Description

You may know that the SAP Cloud Platform is down if the ASK HR application fails to load. This may occur if the
SAP Cloud Platform is in the maintenance and it is a planned down time.

Workaround

This error may occur due to one of the following reasons:

● System planned downtime

Check this http://www.sap.com/about/agreements/cloud-services.html?search=service%20level
%20agreement&sort=latest_asc page to confirm if it is a system planned downtime. This page lists the
SERVICE LEVEL AGREEMENT FOR SAP CLOUD SERVICES in different languages. Check the one appropriate to
you.
● System un-planned downtime
If the system is not down due to a planned downtime then you need to contact your system administrator.
● SAP Cloud Platform URL is not valid
Validate the SAP Cloud Platform URL.

Implementing Employee Central Service Center

34 INTERNAL Troubleshooting
13 Appendix: Creating an OAuth2
authorization between SAP Cloud Platform
and BiZx

1. Logon to your SAP Cloud Platform account and click Trust.

2. Select Configuration Type as Custom. Copy the text in the Signing Certificate field.
3. Logon to the BiZx application and select Manage OAuth2 Client Applications.
4. To add a new application, click the Register Client application icon. Enter the account details as follows:
Application Name : Enter your application name.
Application URL : Enter the SAP Cloud Platform URL.
X.509 Certificate : Paste the text you copied for the Signing Certificate in the previous step.
After entering all details click Register to complete the registration.
5. After successful registration view your account and copy the API key.
6. Go to HCP account, select the destination and import the attached destination file Bizx_Odata. Copy the API
key from BiZx and paste the copied key in the Client KEY field. Also, add additional properties as follows:
assesrtionIssuer : Enter the API key copied from BiZx
companyid : Enter the BiZx company id
nameQualifier : Enter as www.successfactors.com

Implementing Employee Central Service Center

Appendix: Creating an OAuth2 authorization between SAP Cloud Platform and BiZx INTERNAL 35
Important Disclaimers and Legal Information

Coding Samples
Any software coding and/or code lines / strings ("Code") included in this documentation are only examples and are not intended to be used in a productive system
environment. The Code is only intended to better explain and visualize the syntax and phrasing rules of certain coding. SAP does not warrant the correctness and
completeness of the Code given herein, and SAP shall not be liable for errors or damages caused by the usage of the Code, unless damages were caused by SAP
intentionally or by SAP's gross negligence.

Accessibility
The information contained in the SAP documentation represents SAP's current view of accessibility criteria as of the date of publication; it is in no way intended to be a
binding guideline on how to ensure accessibility of software products. SAP in particular disclaims any liability in relation to this document. This disclaimer, however, does
not apply in cases of willful misconduct or gross negligence of SAP. Furthermore, this document does not result in any direct or indirect contractual obligations of SAP.

Gender-Neutral Language
As far as possible, SAP documentation is gender neutral. Depending on the context, the reader is addressed directly with "you", or a gender-neutral noun (such as "sales
person" or "working days") is used. If when referring to members of both sexes, however, the third-person singular cannot be avoided or a gender-neutral noun does not
exist, SAP reserves the right to use the masculine form of the noun and pronoun. This is to ensure that the documentation remains comprehensible.

Internet Hyperlinks
The SAP documentation may contain hyperlinks to the Internet. These hyperlinks are intended to serve as a hint about where to find related information. SAP does not
warrant the availability and correctness of this related information or the ability of this information to serve a particular purpose. SAP shall not be liable for any damages
caused by the use of related information unless damages have been caused by SAP's gross negligence or willful misconduct. All links are categorized for transparency (see:
http://help.sap.com/disclaimer).

Implementing Employee Central Service Center

36 INTERNAL Important Disclaimers and Legal Information
Implementing Employee Central Service Center
Important Disclaimers and Legal Information INTERNAL 37
go.sap.com/registration/
contact.html

© 2017 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any
form or for any purpose without the express permission of SAP SE
or an SAP affiliate company. The information contained herein may
be changed without prior notice.
Some software products marketed by SAP SE and its distributors
contain proprietary software components of other software
vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company
for informational purposes only, without representation or warranty
of any kind, and SAP or its affiliated companies shall not be liable for
errors or omissions with respect to the materials. The only
warranties for SAP or SAP affiliate company products and services
are those that are set forth in the express warranty statements
accompanying such products and services, if any. Nothing herein
should be construed as constituting an additional warranty.
SAP and other SAP products and services mentioned herein as well
as their respective logos are trademarks or registered trademarks
of SAP SE (or an SAP affiliate company) in Germany and other
countries. All other product and service names mentioned are the
trademarks of their respective companies.
Please see http://www.sap.com/corporate-en/legal/copyright/
index.epx for additional trademark information and notices.