Implementing Employee Central Service Center - help.sap.com

Implementation Guide | PUBLICDocument Version: 2H 2021 – 2022-04-28

Implementing Employee Central Service Center

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1 Before Starting: Am I reading the right documentation?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

3 About SAP SuccessFactors Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . . .7

4 Prerequisites for Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84.1 Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84.2 Required Technical Knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

5 Implementation Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

6 Creating an SAP SuccessFactors Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

7 Subscribing to the Ask HR Application on SAP Business Technology Platform. . . . . . . . . . . . . 13

8 Enabling Ask HR on the SAP SuccessFactors Employee Central Home Page. . . . . . . . . . . . . . . 15

9 Enabling Role-Based Permissions in SAP SuccessFactors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

10 Configuring Destinations on SAP Business Technology Platform. . . . . . . . . . . . . . . . . . . . . . . 20

11 Configuring ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2311.1 Enabling Ask HR application in SAP SuccessFactors Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2311.2 Customizing Ask HR Application Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2411.3 Renaming Ask HR Application Labels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2411.4 Configuring Contact data to enable Contact HR option on ASK HR application. . . . . . . . . . . . . . . . . 26

Enabling Contact HR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Controlling the Visibility of the Contact HR Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

11.5 Knowledge Base Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Configuring SAP Jam Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Configuring OpenSearch-Enabled Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

11.6 Qualtrics Feedback for Service Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Enabling Qualtrics In-App Survey on SAP Business Technology Platform. . . . . . . . . . . . . . . . . . .34

11.7 Configuring ASK HR in different locales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35Enabling supported locales from Provisioning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35Configuring a new language in ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

11.8 Configuring SAPUI5 version for ASK HR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Upgrading to SAPUI5 Version 1.71 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

12 Configuring SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

2 PUBLICImplementing Employee Central Service Center

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12.1 Configuring Service Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Configuring attachment Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Ticket Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Configure Tickets for Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Configuring the Service Catalog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Enabling Employee Support Work Center for your Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

12.2 Verifying the permission settings for SF API. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

12.3 Replicating Employee Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

12.4 Replicating employee data by integrating SAP Cloud for Customer with Success Factors Employee Central Service Center using SAP SuccessFactors- Integration Center. . . . . . . . . . . . . . . . . . . . . . . 51

Assigning Role-Based Permissions for Business Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Configuring SAP Cloud for Customer System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Accessing pre-defined integration scenarios from Business Scenarios. . . . . . . . . . . . . . . . . . . . 52

Monitoring a Business Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

12.5 Configuring Attachment Types in SAP Cloud for Customer System. . . . . . . . . . . . . . . . . . . . . . . . . 56

12.6 Adding internal notes to a ticket in SAP Cloud for Customer System. . . . . . . . . . . . . . . . . . . . . . . . 56

13 Validating the Ask HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

14 Configuring Ask HR application on mobile devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

14.1 Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

14.2 Generating OAuth X509 Key in SAP SuccessFactors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

14.3 Creating Trusted Identity Provider in SAP Business Technology Platform Cockpit. . . . . . . . . . . . . . . 62

14.4 Creating SAP Business Technology Platform OAuth Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

14.5 Creating Outbound OAuth Configuration in SAP SuccessFactors. . . . . . . . . . . . . . . . . . . . . . . . . . .64

14.6 Configuring Destination Settings in Security Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

14.7 Enabling Ask HR on the SAP SuccessFactors Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

15 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

15.1 Scenario 1: SAP Cloud for Customer stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

15.2 Scenario 2: Employee not replicated to SAP Cloud for Customer or to SAP Jam. . . . . . . . . . . . . . . . 68

15.3 Scenario 3: SAP Business Technology Platform stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . 69

16 Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

16.1 List of Data Center URLs for BizX OData Destination Configuration. . . . . . . . . . . . . . . . . . . . . . . . . 70

Implementing Employee Central Service CenterContent PUBLIC 3

1 Before Starting: Am I reading the right documentation?

Before you start looking for information in this guide, you need to be sure you're looking in the right place.

This is the implementation guide for Employee Central Service Center. This guide is to help you implement and set up an HR help desk (Ask HR).

If it isn't what you're looking for, try these guides:

● Using Service Center in Employee CentralProvides information on how to use Employee Central Service Center.

● Integrating SAP SuccessFactors Employee Central with SAP Cloud for CustomerProvides the integration of SAP Cloud for Customer with SAP SuccessFactors Employee Central Service Center to replicate employee data.


Before Starting: Am I reading the right documentation?

https://help.sap.com/viewer/ea831dd18fbc4a65855adf6aa39657be/latest/en-US

https://help.sap.com/viewer/e2a8e3a0243749018dc165bf774a8eff/2002/en-US/6d3a9d0323834d2fb4eb5267b7057536.html

2 Change History

Learn about documentation changes in recent releases to Implementing Employee Central Service Center.

2H 2021

Type of Change Description More Info

New Enhanced the knowledge base integration with an OpenSearch-enabled product such as MindTouch.

Configuring OpenSearch-Enabled Knowledge Base [page 32]

Changed Updated multiple topics.

1H 2021


New Added details about subscribing to the Employee Central Service Center application in SAP Business Technology Platform.

Subscribing to the Ask HR Application on SAP Business Technology Platform [page 13]

New Added information about integrating Qualtrics surveys with Employee Central Service Center.

Qualtrics Feedback for Service Center [page 33]Enabling Qualtrics In-App Survey on SAP Business Technology Platform [page 34]

New The Ask HR application now displays as a icon in the page header.

Customizing Ask HR Application Name [page 24]

2H 2020


Changed Updated the list of data center URLs for configuring BiZx OData Destination.

List of Data Center URLs for BizX OData Destination Configuration [page 70]

New You can now filter categories for SAP JAM by adding an additional property called allowedJamCategories.

Configuring Search Categories [page 30]

Implementing Employee Central Service CenterChange History PUBLIC 5


New You can now rename labels on tiles in the Ask HR and Create Ticket pages.

Renaming Ask HR Application Labels [page 24]

New You can hide the Incident Category property for employees by configuring certain settings on the Destination Configu-ration page.

Subscribing to the Ask HR Application on SAP Business Technology Platform [page 13]

Changed To get the latest updates for the ASK HR application you must upgrade to SAPUI5 version 1.71.

Upgrading to SAPUI5 Version 1.71 [page 38]


Change History

3 About SAP SuccessFactors Employee Central Service Center

Employee Central Service Center provides a comprehensive HR service delivery solution for employees, HR service representatives (agents), and HR management team.

By using Ask HR in any solution (module) of SAP SuccessFactors HXM Suite, employees can receive answers to their HR questions. HR agents have instant access to data from any SAP SuccessFactors solution to help them provide accurate, consistent, and quick answers to employee questions. HR service managers can view dashboards and reports to measure and improve HR service delivery.

Integration of Systems

This is a high-level overview of the integration of three systems that comprise this HR delivery solution. All your employee data is available in SAP SuccessFactors and replicated to SAP Cloud for Customer. Employees can create HR tickets using Ask HR in any module of SAP SuccessFactors HXM Suite. The SAP Cloud for Customer system stores data from HR Tickets and provides a workspace for HR agents and HR management team to manage tickets and improve HR service delivery. Employee Central Service Center is configured in BizX as an extension application and deployed on SAP Business Technology Platform, which integrates SAP SuccessFactors and SAP Cloud for Customer systems.

Implementing Employee Central Service CenterAbout SAP SuccessFactors Employee Central Service Center PUBLIC 7

4 Prerequisites for Setup

This section is about the technical requirements for Employee Central Service Center setup.

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

Prerequisites Description

Employee Central instance. You have access to Employee Central Provisioning to config-ure Employee Central Service Center.

SAP Cloud for Customer tenants You have:

● SAP Cloud for Customer User (received by the S-User registered with the purchase request form).

● SAP Cloud for Customer test tenant (test tenant URL received by the S-User).

● SAP Cloud for Customer productive tenant (initiated by the Project team).

SAP Business Technology Platform accounts You have:

● SAP Business Technology Platform account.The registered S-user account gets administration rights automatically.

NoteIf you need a different S-User as an administrator of a global account, you must request for access by creating a Product Support ticket for component BC-NEO-CIS.

● SAP Business Technology Platform extension account.This account is created automatically after you initiate the implementation of an extension between SAP Business Technology Platform and SAP SuccessFactors for the global account in your productive instance

SAP Cloud Platform Integration (CPI) account Ensure you have a licence for an SAP Cloud Platform Integration (CPI) account. This enables you to replicate data from SAP SuccessFactors to SAP Cloud for Customer.

4.1 Before You BeginThis section guides you to prepare for the software implementation of your project.

To achieve this, you need to:

● Align with your HR team and define the business processes and functional scope for your HR ticketing system.


Prerequisites for Setup

● Create a blueprint of your system landscape based on Employee Central Service Center.SAP provides:○ One test SAP Cloud for Customer tenant.○ One productive SAP Cloud for Customer tenant.

There's a one-to-one relationship between each SAP SuccessFactors Employee Central instance and SAP Cloud for Customer instance.

RememberIf you need an additional SAP SuccessFactors Employee Central instance for development, then you need to set up an additional environment that would incur an additional cost for setting up another SAP Cloud for Customer tenant.

● Consider the software release schedules of your project by:○ Being aware of the data centers, which host your solution.○ Checking the software release schedules for each tenant:

○ SAP SuccessFactors Employee Central○ SAP Cloud for Customer

● Plan your go-live considering that you can't obtain an SAP Cloud for Customer productive tenant during a software release upgrade.

4.2 Required Technical Knowledge

This section is about the technical knowledge required for configuration and implementation.

We recommend that the implementation partner or consultant is knowledgeable about:

● SAP SuccessFactors Employee Central: Integrations and extensions, Employee Master Data, BizX, role-based permissions, Provisioning, and so on.

● SAP Business Technology Platform: SAP Business Technology Platform extension package for SAP SuccessFactors and SAP Business Technology Platform configuration.

● SAP Cloud for Customer: Employee support configuration, integration with SAP SuccessFactors using SAP Cloud Platform Integration (CPI) to replicate employee data from SAP SuccessFactors and defining mash-up scenarios.

Implementing Employee Central Service CenterPrerequisites for Setup PUBLIC 9

5 Implementation Sequence

This section outlines the implementation sequence for Employee Central Service Center setup.

To implement Employee Central Service Center, follow this sequence:

1. Create an SAP SuccessFactors extension in Provisioning.2. Subscribe to Ask HR on SAP Business Technology Platform.3. Enable Ask HR on the Employee Central home page.4. Enable role-based permissions in SAP SuccessFactors.5. Configure destinations on SAP Business Technology Platform.6. Configure Ask HR application.7. Configure and integrate SAP Cloud for Customer with Employee Central Service Center to replicate

employee data.

Here's a brief comparison between the old and new Employee Central Service Center solution.

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

Ticket screens:

Ask HR application includes the following to cover the ticket screens such as Create ticket, Ticket overview, Ticket details:

● Service Portal application

Integration:

Integration related to ticket data through SAP Cloud for Customer web services.

Ticket screens:

SAP SuccessFactors offers a new Service Desk HTML5 application and owns new up-to-date tickets screens.

Integration:

Integration related to ticket data through consumption of SAP Cloud for Customer OData APIs.

Employee Central data replication to SAP Cloud for Customer via P2P (not available anymore for new customers as of Q4 2016).

Employee Central data replication to SAP Cloud for Customer based on HCI.

Customer project-based integration to SAP Jam or OpenSearch.

Standard Integration to SAP Jam Advanced Plus.

NoteThe Employee Central Service Center package does not cover the pricing for SAP Jam.


Implementation Sequence

6 Creating an SAP SuccessFactors Extension

Employee Central Service Center is configured as a BizX extension application and deployed on SAP Business Technology Platform. This section is about integrating your SAP SuccessFactors instance and your SAP Business Technology Platform subaccount using Extension Management Configuration in Provisioning.

Context

You want to create and add an integration token to Provisioning so that the extension integration between your SAP SuccessFactors instance and your SAP Business Technology Platform subaccount is automatically triggered.

Procedure

1. Create an integration token.2. Add the integration token to Extension Management Configuration in Provisioning.

The Integration Status is set to Enabled. The integration token determines your SAP Business Technology Platform subaccount that is integrated with your SAP SuccessFactors instance.

a. Verify that these services are selected in Provisioning Company Settings Web Services :○ SF Web Service○ SFAPI○ Employee Central SOAP API

NoteIf SAP SuccessFactors has the IP restrictions defined in the IP Restriction Management tool, then the IP ranges of the respective SAP Business Technology Platform region must be added as well. To convert the IP ranges of the respective SAP Business Technology Platform region to a format expected by the IP Restriction Management tool, use an IP calculator.

3. Add users to the group Extensions Administrators ( Admin Center Manage Permission Groups ).This determines the administrators who can access the Extensions page in SAP SuccessFactors.

4. Choose the permission Create Integration with SAP BTP from Administrator Permissions Manage Extensions on SAP BTP

NoteIf this permission isn't available, you need to refresh the metadata.

Implementing Employee Central Service CenterCreating an SAP SuccessFactors Extension PUBLIC 11

https://help.sap.com/viewer/ea72206b834e4ace9cd834feed6c0e09/Cloud/en-US/6ef1e3bea61b4ad8a4ebf06637f43c96.html

https://help.sap.com/viewer/ea72206b834e4ace9cd834feed6c0e09/Cloud/en-US/09bb734cf5614896a4cdb66f3e1528ec.html

5. Verify that you can access the Extension Directory for your SAP Business Technology Platform subaccount.a. From the SAP SuccessFactors home page, search for Extensions.

The SAP Business Technology Platform subaccount (Technical Name of your subaccount) that is integrated with your SAP SuccessFactors instance is listed on the Extensions page.

b. Choose the Extension Directory link for your SAP Business Technology Platform subaccount.

The Extension Directory page appears.

Related Information

Defining the People Pool for Managing ExtensionsIP Restriction ManagementRegions


Creating an SAP SuccessFactors Extension

https://help.sap.com/viewer/ea72206b834e4ace9cd834feed6c0e09/Cloud/en-US/ccd49f261d664ea4a0e8e18cdf44ddd4.html

https://help.sap.com/viewer/bf014ed11dae45ecae6f8c6e42fa68bb/latest/en-US/67ce2c879aa145609dae862034795302.html

https://help.sap.com/viewer/65de2977205c403bbc107264b8eccf4b/Cloud/en-US/350356d1dc314d3199dca15bd2ab9b0e.html#loiod722f7cea9ec408b85db4c3dcba07b52

7 Subscribing to the Ask HR Application on SAP Business Technology Platform

After you’ve established an extension between your SAP Business Technology Platform subaccount and your SAP SuccessFactors instance, you need to subscribe to the SAP Business Technology Platform applications for your subaccount.

Prerequisites

Ensure that either your Production or Preview account is active.

Context

You want to subscribe to the SAP applications available on SAP Business Technology Platform for your subaccount.

Procedure

1. Go to SAP BTP Cockpit Services Extension Suite - Digital Process Automation .2. Enable either SAP SuccessFactors EC Service Center (Preview) or SAP SuccessFactors EC Service Center

(Production).

NoteIf these options aren't available, create a Product Support ticket for component LOD-SF-EC-SRV.

The SAP account provides subscriptions to two applications for your subaccount:○ The javaproxy application, which ensures security compliance.○ The askhr application, which is the user interface.

3. Choose Applications Subscriptions to confirm the subcriptions to the javaproxy and askhr applications for your subaccount.

Related Information

List of Data Center URLs for BizX OData Destination Configuration [page 70]

Implementing Employee Central Service CenterSubscribing to the Ask HR Application on SAP Business Technology Platform PUBLIC 13

Knowledge Base Integration [page 28]


Subscribing to the Ask HR Application on SAP Business Technology Platform

8 Enabling Ask HR on the SAP SuccessFactors Employee Central Home Page

In this section, you learn how to enable the Ask HR icon on the Employee Central home page.

Context

You want to create the Ask HR starter extension app.

Procedure

1. Log on to Employee Central.2. Search for Extensions.

NoteYou may be redirected to the Extension Centre for these steps.

Ensure that you've chosen the permission Create Integration with SAP BTP from Administrator Permissions Manage Extensions on SAP BTP . If you don't see this permission, you need to refresh the metadata.

3. Choose the Extension Directory link for your subaccount.

4. Choose the button on the Extension Directory page to create a new extension.5. On the Create Extension page, enter an extension name and select SuccessFactors Extensions from the

Template Source list.6. Choose Starter Extension.7. Choose Create.8. Choose Edit on the new extension.

9. If required, expand the menu in the left pane and choose Content Management Apps

10. Choose the icon on the bottom bar, to create a new app.On the Properties page:11. In the App Resource field, browse and select the HTML5 App Name entry that matches the HTML5

application name in Subcriptions.12. Choose OK.13. The HTML5 application name is prefilled as the App Title. You can also enter a name of your choice.14. In the Semantic Object field, enter Home.

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NoteThis is case-sensitive.

15. In the Action field, enter show.

NoteThis is case-sensitive.

On the Catalogs page:

16. Choose the icon and select the catalog Everyone.17. Choose OK and Save.

In Settings:

18. Choose Settings Edit and select 1.71 from the SAPUI5 Version list in System Settings.

NoteFor the Arabic language, ensure that you've upgraded the SAPUI5 version to 1.52.

19. In Home Pages, ensure that you have only one entry listed, that is the HTML5 application name.20.Choose Save and OK.

CautionIf you have multiple home page entries, you need to edit the conflicting Starter Page app.

From the list of Apps, choose the Starter Page app with the same semantic object and action as the Ask HR app. On the Properties page of the Starter Page app, change the value of the Action field so that the value isn't show.

This automatically removes the Starter Page app from Home Pages.

21. Choose Publish.

RememberEnsure that you select Clear HTML5 application cache.

22. Choose Publish.

CautionDon't choose Publish and Open or the Site Preview button on the user interface. The only way to open Ask HR is by using the Ask HR icon on the user interface.

In Provisioning:

23. Go to Provisioning Company Settings Enable Service Center Add-On

24. In the Target URL field, paste the Site URL. The Site URL is available in SAP BTP Cockpit Settings of the published Ask HR starter extension app.

25. Choose Save Feature.26. Enter the company Id of your SAP SuccessFactors instance and choose Confirm.


Enabling Ask HR on the SAP SuccessFactors Employee Central Home Page

Results

The Ask HR button is available on the SAP SuccessFactors Employee Central home page.

Implementing Employee Central Service CenterEnabling Ask HR on the SAP SuccessFactors Employee Central Home Page PUBLIC 17

9 Enabling Role-Based Permissions in SAP SuccessFactors

This section is about the role-based permissions, which you need to enable in SAP SuccessFactors to access Employee Central Service Center.

Context

You can use an existing employee self-service role or create a new role to access Employee Central Service Center. You also need to grant the required permissions to administrators and employees.

Procedure

To Create a New Role

1. Go to Admin Center Manage Permission Roles .2. Choose Create New.3. Enter a name and description for the role.4. Choose Permission....5. In Admin Center Permissions, select these permissions:

○ Read Execution Manager Events○ Read Execution Manager Event Payload or Event Report

6. Choose Done and Save Changes.To Grant Permissions to Administrators and Employees

7. Go to Admin Center Manage Permission Roles .8. Choose the role to which you want to grant the permissions.9. Choose Permission....10. In the category General User Permission, select the permission User Login.11. In the category Manage Integration Tools, select the permission Access to Business Scenarios.12. In the category Employee Central API, choose permission:

○ Select All: For administrators○ Select All: For employees, except permission Employee Central Compound Employee API (restricted

access).13. In the category Service Center, choose Select All.14. Optional, only if Contact HR has been confgured. Grant permissions to employees and administrators in

Miscellaneous Permissions Service Center Contact Information .

Select permission:


Enabling Role-Based Permissions in SAP SuccessFactors

○ View: For employees○ Edit and Import/Export: For administrators

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10 Configuring Destinations on SAP Business Technology Platform

This section guides you in establishing a connection between your SAP SuccessFactors instance and your SAP Cloud for Customer tenant by configuring destinations on .

Context

A destination is a URL to which you can forward requests. You want to configure these three destinations on SAP Business Technology Platform:

● Bizx_Odata● CloudForCustomer● javaproxy (configured automatically when you enable Employee Central Service Center Preview or

Production in Services.)

NoteIf you want to integrate a knowledge base then you need to configure destinations for OpenSearch or SAP Jam after you configure the knowledge base.

Procedure

1. Go to SAP BTP Cockpit Connectivity Destinations New Destination2. Enter the required details for each destination in Destination Configuration.

For the Bizx_Odata destination.○ Name: Bizx_Odata (This is case-sensitive.)○ Type: HTTP○ URL: https://<app-server-domain>/odata/v2○ Proxy Type: Internet○ Audience: www.successfactors.com○ Client Key: API Key (Go to Admin Center Manage OAuth2 Client Applications and choose View

for your subaccount. Then copy the API key.)○ Token Service URL: https://<app-server-domain>:443/oauth/token

For the list of data centers and their URLs, go to List of Data Center URLs for BizX OData Destination Configuration [page 70]

○ Additional Properties:○ assertionIssuer: API Key


Configuring Destinations on SAP Business Technology Platform

NoteTo improve the performance of Ask HR, add skipUserAttributesResolution=true to the URL.

○ companyId: company Id of your SAP SuccessFactors instance○ nameQualifier: www.successfactors.com

For the CloudForCustomer destination.○ Name: CloudForCustomer (This is case-sensitive.)○ Type: HTTP○ URL: https://<your SAP Cloud for Customer tenant Id>.crm.ondemand.com○ Proxy Type: Internet○ Authentication: BasicAuthentication○ User: your SAP Cloud for Customer user Id○ Password: password for your SAP Cloud for Customer user

NoteYou can't verify your password with Check Connection.

For the javaproxy destination, if you need to configure it manually.○ Name: javaproxy (This is case-sensitive.)○ Type: HTTP○ URL: javaproxy application URL (Copy the external application URL from the subscribed

javaproxy application)○ Proxy Type: Internet○ Authentication: AppToAppSSO

3. Choose Save.Optional: Enabling additional properties in Bizx_Odata destination configuration.To enable or disable certain Ask HR fields, you can add these properties to the Bizx_Odata destination configuration.○ showAffectedUserField: to enable or disable employee access to an HR ticket that is created for an

employee.○ hideIncidentCategoryField: to enable or disable the visibility of an HR ticket category.

NoteFor now, you can't hide the <Incident Category> field in the mobile app.

○ hidePriorityField: to enable or disable the priority of an HR ticket.4. Open the Bizx_Odata destination and choose Edit.5. Choose New Property for each additional property you want to add.

Two empty fields are added to Additional Properties.6. In the first field, enter one of these identifiers: showAffectedUserField, hideIncidentCategoryField, or

hidePriorityField.7. In the second field enter either a yes to enable the property or a no to disable the property.

Implementing Employee Central Service CenterConfiguring Destinations on SAP Business Technology Platform PUBLIC 21

NoteBy default:○ The <Affected User> field isn't visible on the Ask HR user interface.○ The <Incident Category> field is visible on the Ask HR user interface.○ The <Priority> field is visible on the Ask HR user interface.

8. Choose Save.

Related Information

Knowledge Base Integration [page 28]


Configuring Destinations on SAP Business Technology Platform

11 Configuring ASK HR application

11.1 Enabling Ask HR application in SAP SuccessFactors Modules

To enable the Ask HR application in SAP SuccessFactors modules you must edit the permissions in Admin Center.

Context

For existing customers, the Ask HR application is enabled in all SAP SuccessFactors modules. However, for new customers the Ask HR application is disabled by default and can be enabled with these steps:

Procedure

1. Go to Admin Center Manage Permission Roles .2. Choose the role to which you want to grant the permission.3. Choose Permission....

4. In the category General User Permission, choose Service Center Access Service Center .If the Access Service Center permission isn't selected, the Ask HR application is not visible in SAP SuccessFactors modules.

5. Choose Confirm to save your changes.

Results

The Ask HR application appears in supported SAP SuccessFactors modules.

Implementing Employee Central Service CenterConfiguring ASK HR application PUBLIC 23

11.2 Customizing Ask HR Application Name

The Ask HR application now displays as (Ask HR icon) in the page header and you have the option to rename Ask HR to a name of your choice.

Context

The application name Ask HR is hard coded for all customers. You have an option to modify the standard application name. To configure a name of your choice for the standard application, follow these steps:

Procedure

1. Log in to your SuccesFactors instance, search, and click Manage Data.2. On the Manage Data page, select the ServiceCenterLocalizationBean.3. Enter the new name for the application, based on the languages supported.4. Click Save to save your changes.

Next Steps

To view your customized Ask HR application name hover over (Ask HR icon). The configured name appears as the tooltip.

11.3 Renaming Ask HR Application Labels

You can rename the labels of the tiles on the Ask HR Landing page and the Create Ticket page.

Prerequisites

● You have administrator privileges to access Manage Data.

● You have enabled Service Center Configuration ( User Permissions Miscellaneous Permissions ) permissions (View, Edit, Import/Export) for your administrator role.


Configuring ASK HR application

NoteFor employees to see the renamed labels, you need to assign the View permission in Service Center Configuration permissions.

Context

You want to change SAP SuccessFactors Employee Central Service Center configurations for the Ask HR Landing page and the Create Ticket page.

Procedure

1. Log on to your SAP SuccessFactors Employee Central instance as an administrator.2. Search and choose Manage Data.3. From the Create New list on the Manage Data page, select Service Center Configuration.4. Enter the required labels.

NoteYou can also provide labels for supported languages using the View Translations icon. To do so, choose the View Translations icon and enter labels for the preferred languages. Choose Done.

5. Save your changes.

NoteFor a given tile, if you’ve configured the header but not the subheader, only the header value is displayed on the Ask HR page.

For a given tile, if you’ve configured the subheader but not the header, the default header value is displayed along with the subheader on the Ask HR page.


11.4 Configuring Contact data to enable Contact HR option on ASK HR application

This section describes the steps you need to follow to have administrative privileges for your SAP SuccessFactors instance.

Context

Prerequisites

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

Procedure

1. Login to your 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 Service

Center Contact Information Entity box, and click Done:

○ View○ Edit○ Import-Export○ Field Level Overrides

11.4.1 Enabling Contact HR

In your SAP SuccessFactors instance, you can enable Contact HR on the Ask HR application by granting permissions to employees.

Prerequisites

You have administrator privileges to maintain Contact HR.



Context

To enable Contact HR, follow these steps:

Procedure

1. Log on to your SuccesFactors instance.2. Search and choose Manage Data.

3. Choose Create New Service Center Contact Information and add contact details for your company (this is a one to many mapping, so you can configure one support email for multiple country entries).

4. Grant the view permission for employees.To achieve this:

1. Choose Manage Permission Roles

2. Choose Employee Self Service Permissions .

3. Go to Miscellaneous Permissions Service Center Contact Information and choose the View permission.

4. Choose Done and Finished to save your changes.5. Choose Save Changes.

11.4.2 Controlling the Visibility of the Contact HR Tab

You can use an additional property while configuring the Bizx_Odata destination to control the visibility of the Contact HR tab.

Prerequisites

Ensure that you've configured the Bizx_Odata destination.

Context

To show or hide the Contact HR tab on the Ask HR page for employees, follow these steps:


Procedure

1. Go to SAP Business Technology Platform cockpit.2. Choose your Extension Platform Account.3. From Subaccounts, select your subaccount.

4. Choose Connectivity Destinations Bizx_Odata .5. From Destination Configuration, choose Edit.6. Choose New Property and add the disableContactTab identifier.7. Enter either a yes or no as the disableContactTab field value.

NoteBy default, the Contact HR tab is visible to employees. The disableContactTab field value yes or no is case sensitive.

8. Choose Save.

11.5 Knowledge Base Integration

An integrated knowledge base provides employees personalized and relevant HR policy information and the ability to search for the most frequently asked HR questions. Providing information to employees when required, enhances employee experience and reduces the need for employees to create HR tickets.

You can configure a knowledge base using:

● SAP JamTM Collaboration● An OpenSearch-enabled solution such as MindTouch

11.5.1 Configuring SAP Jam Knowledge Base

You can integrate a knowledge base with Employee Central Service Center using SAP Jam.

Prerequisites

Before you configure a knowledge base using SAP Jam, ensure that you have:

● The SAP Jam Advanced Plus version.● An SAP Jam instance integrated with your BizX instance.



Context

To integrate a knowledge base with Employee Central Service Center using SAP Jam, you need to configure your SAP Jam account as a destination on SAP Business Technology Platform.

Procedure

1. Create a SAML IDP in SAP Jam.a. Logon to your SAP Jam instance.

b. Choose Services SAP Jam Go to Servicec. From Settings, choose Admin.

d. Choose SAML Trusted IDPs Register your Identity Providere. Copy the Local Provider Name from the SAP Business Technology Platform Server Trust page and

paste it in the IDP ID field.f. Copy the Signing Certificate from the SAP Business Technology Platform Server Trust page and paste

it in X509 Certificate (Base64) field.

NoteIf you refresh your SAP SuccessFactors extension, then you need to repeat this step f.

g. From the Allowed Assertion Scope list, select Users in my Company.h. Choose Register.

2. Configure a destination for SAP Jam.

a. Go to SAP BTP Cockpit Connectivity Destinations New Destinationb. Enter these details for the SAP Jam destination in Destinaltion Configuration.

For the sap_jam_odata destination.○ Name: sap_jam_odata (This is case-sensitive.)○ Type: HTTP○ URL: https://<your SAP Jam URL>○ Proxy Type: Internet○ Authentication: OAuth2SAMLBearerAssertion

NoteIf you get a warning message, change the authentication to No Authentication and then change it again to OAuth2SAMLBearerAssertion.

○ Audience: www.cubetree.com○ Client Key: OAuth Client Key

Follow these steps to obtain the OAuth Client Key.1. In your SAP Jam instance, select Admin from Settings

2. Choose OAuth Clients Add OAuth Client3. In the Name field, enter SAP Business Technology Platform.


4. In the Integration URL field, enter the Local Provider Name from the SAP Business Technology Platform Server Trust page.

5. Choose Save.

6. Choose OAuth Clients View .7. Copy the Key value.

○ Token Service URL: https://<your SAP Jam URL>/api/v1/auth/token○ Additional Properties:

○ nameQualifier: www.successfactors.com○ TrustAll: true

3. Choose Save.

11.5.1.1 Configuring Search Categories

You can predefine categories to refine your search results in an SAP Jam knowledge base.

Prerequisites

You have configured your SAP Jam account as the destination sap_jam_odata.

Context

To filter results based on search categories in an SAP Jam knowledge base, follow these steps:

Procedure

1. Go to the Destinations page.2. Choose the destination sap_jam_odata.3. Choose Edit in Destination Configuration.4. Choose New Property.5. In Additional Properties, add allowedJamCategories as the identifier.6. Enter these allowedJamCategories values separated by a comma but without a space.

Note○ The allowedJamCategories values are case-sensitive.○ If you don’t specify the allowedJamCategories property, results from all the search categories of

the knowledge base are displayed.



Table 1:

Knowledge Base Search Categories

SAP Jam people, documents, photos, pages, blog_entries, groups, links, comments, member_statuses, forums, polls, content, tools, articles, group_wall_comments, feed_comments, wall_comments, member_wall_comments, messages, tasks, events, ex_objs, videos, audios, images, blog_posts, wiki_pages, business_tools

7. Choose Save.

11.5.1.2 Disabling Search Fields

You can hide fields that you don't wish to display in the Search tab of an SAP Jam knowledge base.

Prerequisites

You have configured your SAP Jam account as the destination sap_jam_odata.

Context

To hide fields from the Search tab, follow these steps:

Procedure

1. Go to the Destinations page.2. Choose the destination sap_jam_odata.3. Choose Edit in Destination Configuration.4. Choose New Property.5. In Additional Properties, add hideField as the identifier.6. Enter these hideField values separated by a comma but without a space.

Note○ The hideField values are case-sensitive.○ If the hideField parameter isn't specified in the destination parameters, all the supported search

fields are visible in the Search tab.


○ The Title field is mandatory and it can't be disabled.

Table 2:

Knowledge Base Search Field hideField Value

SAP Jam Description

Last Modified At

Views Count

Likes Count

Description

LastModifiedAt

ViewsCount

LikesCount

7. Choose Save.

11.5.2 Configuring OpenSearch-Enabled Knowledge Base

You can integrate a knowledge base with Employee Central Service Center using an OpenSearch-enabled product such as the MindTouch solution.

Prerequisites

● You have a MindTouch instance.

● You've created a Search-In-Place TouchPoint in your MindTouch instance. ( Site Tools DashboardIntegrations Touchpoints Management Search-In-Place TouchPoint )

NoteEnsure that you enter *.hana.ondemand.com as the host in the Search-In-Place TouchPoint properties.

Context

You want to integrate an OpenSearch-enabled MindTouch knowledge base with Employee Central Service Center.

Procedure

1. Go to SAP BTP Cockpit Connectivity Destinations New Destination2. Enter the required values in Destination Configuration:



○ Name: OpenSearch_Odata (This is case-sensitive)○ URL: URL of your MindTouch instance (from the code snippet example)

Examplehttps://yourdomain.com

○ Type: HTTP○ Proxy Type: Internet○ Authentication: NoAuthentication○ Additonal Properties: Choose New Property, enter guid as the property name, and enter the

autogenerated guid value from the Search-In-Place Touchpoint code.

Example<script async="async" src="https://yourdomain.com/@embed/{AUTOGENERATED-GUID}.js"></script>

<script type="mindtouch/embed" id="mindtouch-embed-{AUTOGENERATED-GUID}"></script>

3. Save your entries.

11.6 Qualtrics Feedback for Service Center

By integrating your SAP SuccessFactors system with Qualtrics, you can create opportunities for employees to provide feedback after they close a resolved Employee Central Service Center ticket.

To add Qualtrics feedback opportunities, enable and integrate Qualtrics with your SAP SuccessFactors system. Refer to Integrating SAP SuccessFactors with Qualtrics for details.

SAP SuccessFactors allows you to display feedback opportunities in various places by creating an integration between Qualtrics intercepts and SAP SuccessFactors. For the Employee Central Service Center, you can ask questions such as "How satisfied are you with communications with HR in your company?"

Related Information

Integrating SAP SuccessFactors with QualtricsIn-App Surveys for Employee Central Service CenterEnabling Qualtrics In-App Survey on SAP Business Technology Platform [page 34]


https://help.sap.com/viewer/c4eca16d79014af4adedde83c9e071b8/2111/en-US/87b83a6f74dc4dd9926b4961cf6337cf.html

https://help.sap.com/viewer/c4eca16d79014af4adedde83c9e071b8/2111/en-US/5d430f27efb34a83952b654c321f2468.html

11.6.1 Enabling Qualtrics In-App Survey on SAP Business Technology Platform

You can enable Qualtrics in-app survey feedback for the employees by configuring certain settings on the Destination Configuration page.

Prerequisites

Contact Qualtrics to obtain your Qualtrics Employee Experience (EmployeeXM) license.

NoteLet your Qualtrics representative know that you're an SAP SuccessFactors customer, and that you plan to use Qualtrics with your SAP SuccessFactors system.

Context

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:

● Log in to your SuccessFactors instance as admin user.● Navigate to Admin Tools to Manage OAUTH2 client application.● Create an entry for your application.

Procedure

1. To create Connectivity to your SAP SuccessFactors Instance:1. Log in to your Global platform account to enter the SAP Business Technology Platform Cockpit.2. Select your Extension platform account.

3. In the navigation panel, select Connectivity Destinations .4. Enter data as shown below:

○ Name = ‘Bizx_Odata_V4’○ URL = <https://api2.successfactors.eu/odata/v4>○ Client key = <choose the API key of your Manage OAUTH2 client application>○ Token Service URL = https://api2.successfactors.eu:443/oauth/token○ Additional Properties = <enter the same API key as under Client key, for example

'assertionIssuer’>○ companyId = <enter your SuccessFactors company ID, for example ‘exa1234’>

Save your entries.



http://help.sap.com/disclaimer?site=https%3A%2F%2Fapi2.successfactors.eu%3A443%2Foauth%2Ftoken

NoteFor more details, you can see the list of data centers and their corresponding URLs in the List of Data Center URLs for BizX OData Destination Configuration [page 70] section of this handbook.

2. Configuring Qualtrics In-App SurveyYou can enable Qualtrics survey feedback for the employees by configuring certain settings on the Destination Configuration page.a. For the first time users, you must create a new enableQualtricsSurvey identifier. To create a new

identifier, click New Property. Two empty fields appear under Additional Properties.b. In the first field, enter the name of the identifier as enableQualtricsSurvey.c. To make Qualtrics survey available for employees on the Ask HR interface, you must enter yes for the

enableQualtricsSurvey property. To make Qualtrics survey invisible for employees on the Ask HR interface, you must enter no for the enableQualtricsSurvey property or you can delete the enableQualtricsSurvey property.

NoteThe accepted values are Yes or No. If you enter any other text, then the application won’t consider it. By default, the Qualtrics survey is not displayed on the Ask HR User Interface.

d. Click Save.

Related Information

Integrating SAP SuccessFactors with QualtricsIn-App Surveys for Employee Central Service Center

11.7 Configuring ASK HR in different locales

11.7.1 Enabling supported locales from Provisioning

You can view the ASK HR application in different supported locales.

Context

The supported locales for Employee Central Service Center in Provisioning are as follows:

● English● German● French


https://help.sap.com/viewer/c4eca16d79014af4adedde83c9e071b8/2111/en-US/87b83a6f74dc4dd9926b4961cf6337cf.html

https://help.sap.com/viewer/c4eca16d79014af4adedde83c9e071b8/2111/en-US/5d430f27efb34a83952b654c321f2468.html

● Dutch● Swedish● Spanish● Italian● Romanian● Japanese● Finnish● Arabic● French (Canadian)● Portuguese (Brazil)● Czech● Turkish● Hungarian● Chinese (Simplified Chinese)● Polish● Bulgarian● Russian● Thai

To enable a locale from Provisioning follow the steps as stated.

Procedure

1. Login to Provisioning and select your company instance.2. Click Company Settings under Edit Company Settings.3. Under Language Packs, select one of the languages supported by Employee Central Service Center.

NoteIf you select the language 'Arabic', ensure that you have upgraded the SAPUI5 version to 1.52.

4. Click Save to save your changes.5. On the Confirm changes dialog enter the company ID and click Confirm.

Results

The selected locales will now appear in your Success Factors instance.

Related Information

Configuring a new language in ASK HR application [page 37]



Upgrading to SAPUI5 Version 1.71 [page 38]

11.7.2 Configuring a new language in ASK HR application

After the supported languages appear on your SAP SuccessFactors instance, you can switch from one locale to another by applying some settings.

Context

Prerequisites

Ensure that the desired language (also supported by Employee Central Service Center) you want to switch to is enabled in Provisioning.

Procedure

1. Logon to your SAP SuccessFactors instance using administrator privileges.2. From the extreme top right corner under Admin, click Options.3. On the Options page, click Change Language4. From the displayed language options, select the language you want to switch to and click Switch.

Results

This will redirect you to the SAP SuccessFactors homepage. When you re-launch the ASK HR application, it will appear in the new locale.

Related Information

Enabling supported locales from Provisioning [page 35]


11.8 Configuring SAPUI5 version for ASK HR

11.8.1 Upgrading to SAPUI5 Version 1.71

It is recommended that you upgrade your existing SAPUI5 version to 1.71. The Ask HR application may not behave as intended with higher versions.

Context

To get the latest Ask HR UI changes, follow these steps to upgrade to SAPUI5 version 1.71

Procedure

1. Go to Admin Center, and search for Extension Centre.2. On the Extension Centre page, choose Extensions on SAP BTP.3. In the Neo Environment section, choose the SAP Cloud Portal URL link.4. On the Extension Directory page, choose Edit on the Ask HR tile.

5. On the Ask HR page, choose Settings6. Choose Edit on the page footer.7. In System Settings, select the SAPUI5 version from the list.8. Choose Save.

9. After your changes are saved, choose Publish10. In the Publish dialog, select Clear HTML5 application cache and choose Publish.

Next Steps

For the selected SAPUI5 version, enable the supported theme from Theme Manager.

Related Information

Enabling supported theme for SAPUI5 version from Theme Manager [page 39]



11.8.1.1 Enabling supported theme for SAPUI5 version from Theme Manager

You must select the appropriate theme from the Theme Manager for the upgraded SAPUI5 version to be processed completely.

Context

There are two themes available in the Admin Center Theme Manager corresponding to the SAPUI5 version. The table below shows the theme you must select corresponding to the SAPUI5 version.

Procedure

1. Login to Admin Center and choose Theme Manager.2. Select the corresponding theme as per your current SAPUI5 version.

If the SAPUI5 version is ... Select the theme as ...

1.38 SF Fiori Style Blue Crystal Theme

1.44 SAP Belize (light flavor)



1.71 SAP Fiori 3.0

3. Click Save to save your changes.

Next Steps

For the selected theme to reflect you must logout and login back to the system.


12 Configuring SAP Cloud for Customer

To configure SAP Cloud for Customer, you must define functional scope for the Ticketing System, replicate Employee Central master data to your SAP Cloud for Customer system and configure service scenarios.

To configure SAP Cloud for Customer, you must:

● Define functional scope for the Ticketing System, Ticket Processing, Ticket Routing.● Replicate the following Employee Central master data to your SAP Cloud for Customer 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 Cloud for Customer.○ Job information used to calculate the employee’s validity.

● Configure Service scenarios:○ Covering the functional scope for ticket handling.○ Customizing the employee support scenario in SAP Cloud for Customer, for example "How to enable

HR Representatives to access their workspace".○ (optional) Configuring mashup with Employee Central for enabling agents to access the SAP

SuccessFactors Employee Central system within their agent workspace.

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

Related Information

Configuring Service Scenarios [page 40]Replicating Employee Data [page 50]

12.1 Configuring Service Scenarios

You must configure service scenarios to configure SAP Cloud for Service.

Some of the service scenarios are listed below:

● Configuring Attachment Types● Configure Tickets for Employee Support● Configure Service catalog● Activate the Employee Work center for your HR Agents


Configuring SAP Cloud for Customer

12.1.1 Configuring attachment Types

Context

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 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 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 Cloud for Service tenant.

Procedure

1. Navigate to the following work center view.

Work Center: BUSINESS CONFIGURATION

View: IMPLEMENTATION PROJECTS2. Choose Open Activity List.3. Choose Fine-Tune.4. Choose Allowed MIME Types for Document Upload.

NoteIf the activity is not found in the list, choose All Activities from the drop down and search for this activity and choose Add to Project

5. Filter for MIME Type: text/html6. Activate the basic settings- MIME Type Check Active.7. Check the Allowed check box.8. Click Save to save your changes and close.

12.1.2 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.

Implementing Employee Central Service CenterConfiguring SAP Cloud for Customer PUBLIC 41

Before you start configuring the ASK HR ticket status schema in your SAP 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.

12.1.2.1 Configure Service Level

Procedure


Work Center: ADMINISTRATOR

View: SERVICE and SOCIAL2. Under SLA Setup, Choose Service Levels.3. Click New and Choose Service Level.4. In General Tab, add Service Level Name and Service Level ID.

Example

Service Level Name: Critical_Ticket

Service Level ID: Critical_Ticket5. In Reaction Times, Create Milestones.6. Click on Add Row and select a milestone: Due Date for Initial Review.7. Select the Flag for Alert when Overdue.8. Add details for milestone based on Types of service and Priority based on the table.

Type of Service Priority Net Labor Time

Ticket - Initial Review Low 24 Hour(s)

Ticket - Initial Review Normal 12 Hour(s)

Ticket - Initial Review Immediate 6 Hour(s)

9. Click Add Row and select milestone: Due Date for Completion10. Select Flag for Alert when Overdue option and Recalculate.



11. Add details for milestone based on Types of service and Priority.

Type of Service Priority Net Labor Time

Ticket - Completion Low 48 Hour(s)

Ticket - Completion Normal 24 Hour(s)

Ticket - Completion Immediate 12 Hour(s)

12. In Operating Hours Section add the Occurrence and Time range for your service level.13. Choose Save and Change Status to Active and Close.14. In previous step, Select Determine Service Level.15. Click Add Row.16. Click * to select the Ticket type and Service Level.17. Maintain below condition for Service level and choose OK.18. Choose Save.19. Choose Action and click on Activate Rule. You can define Service level for another field as well. Click on

Adapt Column to add more field to Define Service Level.

12.1.3 Configure Tickets for Employee Support

Prerequisites

If you want to configure different catalogs for different countries enable the required role-based permissions. User Permissions Employee Central Effective Dated Entities Job Information country . For more

information on how to configure a service catalog refer to related information section.

Context

Procedure


Work Center: BUSINESS CONFIGURATION

View: IMPLEMENTATION PROJECTS


2. Choose Open Activity List.3. Choose Fine-Tune.4. Choose Tickets for Employee Support.5. Choose Maintain Status Dictionary Entries.6. Maintain the following details.

NoteYou can’t add any new custom status code and we support only the status codes mentioned below:

Status Code Description Life Cycle Status Assignment Status

1 New Open Processor Action

2 In Process - By Agent In Process Processor Action

4 In Process - Waiting for Employee

In Process Requestor Action

5 Solution Provided Completed Requestor Action

6 Closed Closed Not Assigned

Z6 Solution Confirmed Completed Requestor Action

7. Choose Save and Close.8. Choose Maintain Status Schema9. Add a new Schema ‘ZE’ Employee Support and use add row function to add the sequence and status code.

Sort Sequence Status Life Cycle Status Assignment Status Initial Status Status Visible

1 1-New Open Processor Action Checked Checked

2 2-In Process - By Agent

In Process Processor Action Checked

3 4-In Process - Waiting for Employee

In Process Requestor Action Checked

4 5-Solution Provided

Completed Requestor Action Checked

5 Z6-Solution Confirmed

Completed Requestor Action Checked

6 Closed Closed Not Assigned

10. Choose Save and Close.11. Choose Maintain Document Types and enter the details below.



Field Value

Document Type SRRE

Description Employee Support Ticket

Process Variant Employee Support

Status Schema Employee Support

NoteEnsure that you don't create any ticket in Cloud for Customer with document type SRRE before completing configuration for the Status Schema, this can cause Document Type to be automatically set to read-only mode and you won't be able to add any details later.

12. <Optional> Enable Different Catalogs for Different Countries. By using this option, you can enable catalogs to view information specific to your geography. Similarly, you can configure service and incident categories separately for different countries.a. Click Add Row and enter the details.

To configure the above feature, create multiple document types in the following format.

To create your entries, ensure that Document Type begins with the letter Z followed by the first 3 letters of your country code (for example, ZIND - for India, ZUSA - for USA).

To find the country code:

a. In the Tools search field, type Picklist Center.b. Under Picklists, search country.c. Click country and select an active version.

NoteThe External Code column shows the three letters of the country code and the Label column shows the name of the country.

13. Choose Save and Close.14. Choose Maintain Involved Party.15. Select Party Role Service and Support Team and Click on Maintain Determination.16. Check the Flag for Determination: Use Rules for Service and Support Team.17. Choose Save and Close.

Related Information

Configuring the Service Catalog [page 46]


12.1.4 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.

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

NoteYou can only use Service Category and its dependent child Incident Category. In SAP Business Technology Platform, Service category is referred to as Process Category.

2. Click New to create your own Service Catalog with a 2 tier structure.3. <Optional> Enable Different Catalogs for Different Countries

By using this option, you can enable catalogs to view information specific to your geography. Similarly, you can configure service and incident categories separately for different countries.1. Select Service Issue Category Catalog Usage and click Remove.

NoteBy default, the ticket type is *.

To use country/region-specific catalogs you have to configure catalogs separately for different service and incident categories (for example, ZIND - for India, ZUSA - for USA).

2. Click Add and select the ticket type you created.After all the country-specific catalogs are created, you can create a default catalog that is used for employees based out of other countries. To do this, create a service catalog under the ticket type * or SRRE.

4. Choose Catalog Structure and maintain the following.

NoteA third level category isn't supported.



The category type Incident is the subcategory of the Service Category type. Ensure that the ID used in Service category and Incident category are different and unique. Reusing the same or out dated ID can cause filter inconsistency in the Ask HR application.

ExampleFrom the table given below, Medical Health Plans and Allowance are the subcategories of Benefits & Health.

In a scenario where we have an Incident type not mapped to a Service Category, then on selecting any Service Category on the ASK HR application you see the unmapped Incident type along with the mapped Incident types.

ExampleFrom the table given below, Reward & Benefits and Pay & Deductions are Incident types not mapped to any Service Category. On the ASK HR application if you select the Service Category as Benefits& Health, then the following Incident types are listed:○ Medical Health Plans○ Allowance○ Reward & Benefits○ Pay & Deductions

Table 3: Relation Between Service Category and Incident Category

Category Name Category Type Description

Benefits & Health

○ Medical Health Plans○ Allowance

Service Benefits & Health

Incident Medical Health Plans

Incident Allowance

Leave & Time

○ Leave○ Special Leave

Service Leave & Time

Incident Leave

Incident Special Leave

Payment & Compensation

○ Payroll

Service Payment & Compensation

Incident Payroll

Reward & Benefits Incident Reward & Benefits

Pay & Deductions Incident Pay & Deductions

5. Choose Save and change the status to Release.


12.1.5 Enabling Employee Support Work Center for your Agents

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

NoteDepending on your needs, you can also configure access to the Agent Workspace ‘Employee Support’ as work center.

How to Set up the Employee Support Work Center: Business Role for HR Manager

1. Log on to your SAP Cloud for Service system with administrative privileges, and navigate to the ‘ADMINISTRATOR’ work center in General settings view.

2. Under Users, select Business Roles.

3. Choose New Business Role .4. Enter below details:

Tab Field Value

GENERAL Business Role ID HR_SERVICE_MANAGER

GENERAL Business Role Name Shared Service Manager

GENERAL Description Role for Shared Service Manager

5. Choose the tab WORK CENTER AND VIEW ASSIGNMENTS.6. Select below assignment.

Tab Work Center /View Id Work Center /View Name

WORK CENTER AND VIEW ASSIGNMENTS

CODPEOPLE

COD_EMPLOYEE

People

People->All


COD_SEOD_AGENT_QUEUE_WCF

SEOD_EMPLOYEE_SUPPORT_WCVIEW

Service -> All


COD_ACTIVITIES Activities-> All


COD_ANALYSIS Analysis->

Analysis->Reports

Analysis->Dashboard


COD_QUESTIONNAIRE_WCF Surveys-> All



7. Go to Access Restrictions tab, search for Employee Support work center and add Organization Restriction by Selecting Restriction Rule as Define Specific Restrictions.

8. Add Restricted in Read access and Write Access dropdown for Employee Support.9. Select Action → Activate.10. Click Save and Close.

How to Set-up the Employee Support work center: Business Role for HR Service Agents

1. Log on to your SAP Cloud for Service system with administrative privileges, and navigate to the ‘ADMINISTRATOR’ work center in General settings view.

2. Under Users, select Business Roles.

3. Choose New Business Role .4. Enter below details:

Tab Field Value

GENERAL Business Role ID HR_SERVICE_AGENT

GENERAL Business Role Name Shared Service Agent

GENERAL Description Role for Shared Service Agent

5. Choose the tab WORK CENTER AND VIEW ASSIGNMENTS.6. Select below assignment.

Tab Work Center /View Id Work Center /View Name


CODPEOPLE

COD_EMPLOYEE

People

People->All


COD_SEOD_AGENT_QUEUE_WCF

SEOD_EMPLOYEE_SUPPORT_WCVIEW

Service -> All






COD_QUESTIONNAIRE_WCF Surveys-> All

7. Go to Access Restrictions tab, search for Employee Support work center.8. Add Restricted in Read access and Write Access dropdown for Employee Support.9. Under Restriction Rule, choose 01-Service Units of Employee.10. Select Action → Activate.11. Click Save and Close the business roles page.


12.2 Verifying the permission settings for SF API

After the SAP Business Technology Platform extension account is created, you must verify the permission settings for SF API.

Context

To verify the permission settings for SF API, follow the steps:

Procedure

1. Login to Employee Central Provisioning and select your company instance.2. Click Company Settings under Edit Company Settings.3. Under Web Services, enable SFAPI, SFAPI Adhoc Feature and Employee Central SOAP API.4. Click Save to save your changes.5. Login to your SAP SuccessFactors Company account.6. In the search bar, search for Manage Permission Roles.7. Under Permission Role List, click Super_Admin.8. On the Permission Role Detail page, enter the Role Name, Description.9. Under Permission settings, click Permissions to specify what permissions a user in this role must have.10. On the Permission Setting page, click General User Permission from the left bar and select the SFAPI

User Login.11. Click Done.12. Click Save Changes to save changes.

12.3 Replicating Employee Data

This section is about integrating SAP Cloud for Customer with SAP SuccessFactors Employee Central Service Center to replicate employee data.

To replicate employee data, follow the steps mentioned in Integrating SAP SuccessFactors Employee Central with SAP Cloud for Customer.





12.4 Replicating employee data by integrating SAP Cloud for Customer with Success Factors Employee Central Service Center using SAP SuccessFactors- Integration Center

You can replicate employee data by integrating SAP Cloud for Customer with Success Factors Employee Central Service Center using SAP SuccessFactors- Integration Center.

To replicate employee data you must:

1. Assign the necessary role-based permissions to all admins so that they can access and configure various business scenarios.

2. Configure the SAP Cloud for Customer system to be able to enter the configured details while configuring a business scenario.

3. Access pre-defined integration scenarios.4. Monitor a configured business scenario through Execution Manager and Web Service Message Monitoring.

12.4.1 Assigning Role-Based Permissions for Business Scenarios

Assign the necessary role-based permissions to all admins so that they can access and configure various business scenarios.

Context

An admin must be able to assign the new permission to the role in the Role-based permissions to access the Business Scenarios page. The access required is controlled by certain role-based permissions and must be assigned to required users, like admins, managers, employees and so on.

Procedure

1. Go to Admin Center Manage Permission Roles that directs you to the Permission Role List page.2. Select the Permission Role group you want to edit that directs you to the Permission Role Detail page.3. Select Permissions that opens up the Permission settings page.

4. Under Administrator Permissions Manage Integration Tools , select the option Access to Business Scenarios.

5. Select Done to save, which direct you back to the Permission Role Details page.6. Select Save Changes to finish.


12.4.2 Configuring SAP Cloud for Customer System

You must configure the SAP Cloud for Customer system to be able to enter the configured details while configuring a business scenario.

All detailed instructions required in configuring the SAP Cloud for Customer system are listed in the Configuration Phase: Configure Integration in Cloud Solution section of the Prepackaged Integration with SuccesFactors Employee Central handbook.

Related Information

Prepackaged Integration with SuccesFactors Employee Central

12.4.3 Accessing pre-defined integration scenarios from Business Scenarios

Pre-defined integration scenarios are available on the Business Scenarios page, where you can configure some fields and the remaining are read-only fields that are fixed by SAP SuccessFactors.

Context

Once the permissions to access the Business Scenarios tool is enabled form the Admin Center, follow these steps to access the pre-defined integration:

Procedure

1. Go to Admin Center Business Scenarios that directs you to the Business Scenarios page. On this page, you will see a list of scenarios.

2. Click ON to activate the EC employee replication to C4C for askhr scenario. To configure the scenario, click OK. You will see a settings page with the following four tabs:

○ Options○ Configure Fields○ Filter and Sort○ Destination Settings○ Scheduling○ Review and Run



https://help.sap.com/viewer/e2a8e3a0243749018dc165bf774a8eff/LATEST/en-US/50a4e73bbc2d44c8bc6f57d0129ba1d2.html

3. On the Options tab, you set general options for the scenario you are trying to configure. For the Destination Page Size you must specify the maximum number of employee records per output batch/page. To know more about the settings on the Options tab, see Integration Center on the SAP Help Portal.

4. On the Configure Fields tab, you can edit the layout and field transformations for the integration scenario output.

The following two fields are mandatory and must be configured to proceed further:

1. Message Header SenderParty InternalIDYou must map this field to the System Instance ID (ID) field value which is configured in the Communication System that you setup previously in SAP Cloud for Customer.

2. Message Header RecipientParty InternalIDYou must map this field to the My System field value which is configured in the Communication Arrangements that you setup previously in SAP Cloud for Customer.

To know more about the settings on the Configure Fields tab, see Integration Center on the SAP Help Portal.

5. On the Filter and Sort tab, you can add filters of your choice for the integration data query. To know more about the settings on the Filter and Sort tab, see Integration Center on the SAP Help Portal.

6. On the Destination Settings tab you must enter the Server Settings details that you entered while configuring SAP Cloud for Customer.

Field Specify the ...

Connection Name Name for the connection.

SOAP API URL URL of the SOAP service server which is configured in the Communication Arrangements that you setup previously in SAP Cloud for Customer.

Authentication Type By default it is Basic Authentication.

User Name User name for the service.

Password Password for the service.

Contact SAP Cloud for Product Support for more information.

7. On the Scheduling tab, specify how often the job is to run and enter the start date and time and (optional) end date. To know more about the settings on the Scheduling, see Integration Center on the SAP Help Portal.

8. On the Review and Run tab review your settings before you save, run, or schedule your scenario. To know more about the settings on the Review and Run tab, see Integration Center on the SAP Help Portal.

Next Steps

After the configuration settings are made to the scenario, you can monitor that scenario in the Execution Manager.


Related Information

Prepackaged Integration with SuccesFactors Employee CentralIntegration Center

12.4.4 Monitoring a Business Scenario

12.4.4.1 Enabling Execution Manager from Admin Center

Assign the necessary role-based permissions to all admins so that they can monitor integration scenarios in Execution Manager.

Context

Follow the steps below to enable Execution Manager from Admin Center.

Procedure

1. Go to Admin Center Manage Permission Roles that directs you to the Permission Role List page.2. Select the Permission Role group you want to edit that directs you to the Permission Role Detail page.3. Select Permissions that opens up the Permission settings page.

4. Under Administrator Permissions Admin Center Permissions , select the following permissions, Read Execution Manager Events and Read Execution Manager Event Payload or Event Report .

5. Select Done to save, which direct you back to the Permission Role Details page.6. Select Save Changes to finish.



https://help.sap.com/viewer/e2a8e3a0243749018dc165bf774a8eff/LATEST/en-US/50a4e73bbc2d44c8bc6f57d0129ba1d2.html

https://help.sap.com/viewer/60ba370328e0485797adde67aee846a0/LATEST/en-US/6182c69afefc4fa9a800d7c79931b01b.html

12.4.4.2 Monitoring an integration

In Execution manager, you can monitor the status of executed integrations and those in progress. You can also view useful error/log messages in the Execution Manager.

Context

To see the status of the business scenario integration you have run, you must launch the Execution Manager Dashboard.

Procedure

1. Go to Admin Center Execution Manager Dashboard that directs you to the Business Scenarios page. On this page, you will see a list of scenarios. On the Execution Manager page you can view the scheduled jobs displaying information on the jobs:

○ Completed With Errors○ Completed With Warnings○ Completed Successfully○ In Progress○ Unknown○ Failed

2. To know more about how to monitor an integration, see Integration Center.

12.4.4.3 Web Service Message Monitoring

The Web Service Message Monitoring view allows you to monitor and process asynchronous incoming and outgoing messages.

To know about Web Service Message Monitoring you must refer the SAP Cloud for Customer Set Up Guide.

Related Information

SAP Cloud for Customer Set Up Guide


https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/Latest/en-US/98c0b9ea6d8e1014a79e979addd062ad.html?q=web%20service%20message%20monitoring

12.5 Configuring Attachment Types in SAP Cloud for Customer System

The HR agent can configure attachment types for Employee Central Service Center by selecting the appropriate one in the SAP Cloud for Customer system.

On the ASK HR application an employee/HR agent can upload attachments as part of any conversation that are relevant to a particular HR ticket.

However on the SAP Cloud for Customer system, the HR agent has an option to classify attachments based on it's type. On the SAP Cloud for Customer system, the following attachments types are available:

1. Graphical Signature of Agent2. Graphical Signature of Empl. Responsible3. Internal Attachment4. Standard Attachment5. Summary

If the HR agent selects the attachment type as "Internal Attachment" then that attachment will not be displayed on the Employee Central Service Center application and the same will not be visible to the employee.

If the HR agent selects the attachment type as "Standard Attachment" then that attachment will be displayed on Employee Central Service Center application and the same will be visible to the employee.

12.6 Adding internal notes to a ticket in SAP Cloud for Customer System

The HR agent can add internal notes to a ticket to find more information on it from a peer or supervisor.

For every HR ticket raised by an employee the HR agent may or may not have a solution in hand. In some cases, to provide the best solution for a ticket, he may need more information. In such a scenario he can add internal notes for a ticket asking for more information from a peer/supervisor.

Internal notes for a ticket in SAP Cloud for Customer system can be added by browsing through OverviewInteractions . On clicking Add Note, the HR agent can post his query which will get saved under Interactions.

NoteThe internal notes will not be displayed to the employee on the ASK HR application. They are confidential and will only be visible to the HR agents on the SAP Cloud for Customer system.



13 Validating the Ask HR application

Prerequisites

You have a test user account to validate if the Ask HR application is configured.

Knowledge Base Configured

The following screen appears if the SAP Jam knowledge base has been configured.

Knowledge Base Not Configured

The following screen appears if the SAP Jam knowledge base has not been configured.

Implementing Employee Central Service CenterValidating the Ask HR application PUBLIC 57

HR Contact Information Configured

The following screen appears if the HR contact information has been configured.


Validating the Ask HR application

HR Contact Information Not Configured

The following screen appears if the HR contact information has not been configured.

Implementing Employee Central Service CenterValidating the Ask HR application PUBLIC 59

14 Configuring Ask HR application on mobile devices

Employees can access the Ask HR application on their mobile device by downloading and installing the SAP SuccessFactors Mobile app from the app store.

The Ask HR application is available for Android and iOS mobile platforms. After the Ask HR application is downloaded on your mobile device, employees can:

● Create tickets● Check the status or update of an existing query● Interact with the HR agent● Contact HR for any HR related query

This enhances the employee experience by ensuring that employees have easier access to the tickets they create. This also ensures that employees are able to receive the fastest response possible inline with local HR expertise and processes. Additionally, the application available on mobile makes it simple for your employees to find relevant HR information and allows them to easily contact their HR experts.

14.1 Prerequisites

1. Ensure that the Ask HR application is enabled on desktop.2. Ensure that the integration between SAP SuccessFactors and SAP Cloud for Customer is enabled. To do so

you must:1. Add and maintain multiple REST and SFTP destination settings for an outbound or inbound

integration.2. Configure OAuth 2.0 with SAML Bearer or OAuth 2.0 with Password and Client Credential as grant

types.3. Generate and download X509 keys for external OAuth SAML authentication.4. Authenticate client using SSH key pairs with an SFTP server when you enable Security Center.

3. Ensure you have User Permissions Metadata Framework Admin access to MDF OData API role-based permission.


Configuring Ask HR application on mobile devices

14.2 Generating OAuth X509 Key in SAP SuccessFactors

Prerequisites

You have the required permissions to access the Security Center application in your SAP SuccessFactors system.

Context

You have to generate the X.509 certificate in your SAP SuccessFactors system. Later, you need to add this certificate as a trusted identity provider in SAP Business Technology Platform.

Procedure

1. Log on to your SAP SuccessFactors system, and go to Security Center.2. Choose the OAuth X509 Keys tile.3. To create a new OAuth X509 key, choose Add.4. In the Configuration Name field, enter servicecenter for OAuth X509 key.

5. You can enter any values for these optional fields: Description, Issued By, Organization, Organization Unit, Locality, State/Province, and Country, Valid for.

6. Enter the Signature Algorithm as SHA256WithRSA.

7. Choose Regenerate and Save. Choose OK when you are asked to confirm this operation.8. Choose Download X509 Certificate and save the certificate on your local file system.

NoteBy default, the name of the certificate is <configuration_name>_certificate.pem.

Next Steps

● Ensure that the name you specify for the Configuration Name field is used later in the name fields you configure while○ Creating SAP Business Technology Platform OAuth Client

and while○ Creating Trusted Identity Provider in SAP Business Technology Platform Cockpit

Implementing Employee Central Service CenterConfiguring Ask HR application on mobile devices PUBLIC 61

● Ensure that you use the downloaded certificate details in the Signing Certificate field you configure while creating Trusted Identity Provider in SAP Business Technology Platform Cockpits.

14.3 Creating Trusted Identity Provider in SAP Business Technology Platform Cockpit

Prerequisites

You've created an OAuth X509 key and saved the X509 certificate on your local system.

Context

You want to register the certificate you downloaded when generating the OAuth X509 key in the SAP Business Technology Platform cockpit.

Procedure

1. Go to SAP Business Technology Platform cockpit.

2. Choose Security Trust Application Identity Provider .3. Choose Add Trusted Identity Provider.4. In the Name field, enter servicecenter.

5. In the Assertion Consumer field, select Application Root (default).

6. In the Single Sign-on URL field, type the IDP's endpoint (URL) to which the SP's authentication request is sent.

7. In the Single Sign-on Binding field, select HTTP-POST.

8. In the Single Logout URL field, type the IDP's endpoint (URL) to which the SP's logout request will be sent.

NoteIf there is no single logout (SLO) end point specified, no request to the IDP SLO point will be sent, and only the local session will be invalidated.

9. In the Single Logout Binding field, select HTTP-POST.

10. In the Signature Algorithm field, select SHA-1.

11. Find the certificate saved on your local system and open it in a text editor. This is the certificate you downloaded when you created the OAuth X509 key.



12. Copy the certificate content and paste it in the Sigining Certificate field.13. In the User ID Source field, select subject.

14. Select the Only for IDP-Initiated SSO option.

NoteYou don't need to change anything in the rest of the fields.

15. Choose Save.

14.4 Creating SAP Business Technology Platform OAuth Client

Context

You want to create an OAuth client for SAP Business Technology Platform with an ID and secret. Then, you need to add the client ID and secret when creating the outbound OAuth configuration in your SAP SuccessFactors system.

Procedure

1. Go to SAP Business Technology Platform cockpit and open the extension subaccount.

2. Choose Security OAuth Clients tab.3. Choose Register New Client.

The ID is automatically generated.4. Enter servicecenter as the client name.

5. For the Subscription field, select the provider account which is followed by the keyword javaproxy.

For example, <provider account>/javaproxy6. For the Authorization Grant field, select Client Credentials.7. In the Secret field, enter a password of your choice.8. In the Lifetime Token field, enter 180 as the number of days.

NoteIf the mobile app stops working, you need to reset this token.

9. Choose Save.


Next Steps

● After registering a new client, ensure that the ID created is used as the Client ID while creating the outbound OAuth configuration in SAP SuccessFactors.

● Ensure that you use the Secret field password as the Client Secret while creating the outbound OAuth configuration in SAP SuccessFactors.

14.5 Creating Outbound OAuth Configuration in SAP SuccessFactors

Prerequisites

● You have an SAP Business Technology Platform OAuth client created.● You have created an OAuth X509 key and have saved the X509 certificate on your local file system.● You have registered the X509 certificate when creating a trusted identity provider in the SAP Business

Technology Platform cockpit.

Context

Based on the X509 certificate and OAuth client, you have to create an outbound OAuth configuration in the SAP SuccessFactors system.

Procedure

1. Log on to the SAP SuccessFactors system, and go to the Security Center.2. Click the Outbound OAuth Configurations tile.3. Click Add to create a new outbound OAuth configuration.4. The Configuration Name field is set to ECSCMobileApp.

5. The OAuth Type field is defaulted to OAuth 2.0 with SAML Flow.6. In the Client ID field, paste the value of the ID field of the OAuth client that you have in the SAP Business

Technology Platform cockpit.7. In the Client Secret field, enter the value of the Secret field of the OAuth client that you have created

previously in the SAP Business Technology Platform cockpit.8. In the Token URL field, paste the value of the Token URL from the Token Endpoint field in the SAP Business

Technology Platform Security OAuth Branding OAuth URLs .



9. In the Token Method field, select POST.10. In the Audience field, paste the local service provider name for your SAP Business Technology Platform

account from the SAP Business Technology Platform cockpit.

Note

Open the SAP Business Technology Platform cockpit and go to Security Trust Local Service Provider Local Provider Name .

11. In the Recipient field, enter the same value as the one in the Token URL field.12. In the Issuer field, copy and paste the same value as the Name field of the trusted identity provider you

created in the SAP Business Technology Platform cockpit.13. In the X509 Keys, select the OAuth X509 key you created.14. Choose Save.

14.6 Configuring Destination Settings in Security Center

Prerequisites

● You have an SAP Business Technology Platform OAuth client created.● You've created an OAuth X509 key and saved the X509 certificate on your local system.● You've registered the X509 certificate when creating a trusted identity provider in SAP Business

Technology Platform cockpit.

Context

You want to create an outbound OAuth configuration in your SAP SuccessFactors system, based on the X509 certificate and OAuth client.

Procedure

1. Log on to your SAP SuccessFactors system, and go to Security Center.2. Choose Destination Settings.3. Choose Add to create new Destination Settings.4. In the Name field, enter ECSCJavaProxy.5. Select Type as REST.


6. Enter the value for the Endpoint URL as the javaproxy URL from SAP Business Technology Platform cockpit.

Note○ Use the public domain URL, without .int in the URL. If you do not see the public domain URL,

contact Product Support.○ If the Endpoint URL has /javaproxy, you need to remove it from the URL.

For example, if the Endpoint URL is https://javaproxya21xxxxxx-zgbqenxxxx.hana.ondemand.com/javaproxy then remove /javaproxy and use https://javaproxya21xxxxxx-zgbqenxxxx.hana.ondemand.com instead.

7. Select the Authentication Type as None.

8. Choose Save.

14.7 Enabling Ask HR on the SAP SuccessFactors Mobile App

In this section you learn to how to enable Ask HR on your mobile device.

Prerequisites

Ensure that Ask HR is configured and enabled for the web.

Context

You want to enable Ask HR on your mobile device.

Procedure

1. Go to Admin Center Enable Mobile Features Modules Employee Central .2. Choose the HR Service Center option.



Results

You can create and modify HR tickets using the SAP SuccessFactors mobile app.


15 Troubleshooting

15.1 Scenario 1: SAP Cloud for Customer stops responding

Description

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

Workaround

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

● System planned downtimeCheck 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 downtimeIf the system is not down due to a planned downtime then you need to contact your system administrator.

15.2 Scenario 2: Employee not replicated to SAP Cloud for Customer or to SAP Jam

Description

You could face this issue where an employee is not replicated to SAP 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.


Troubleshooting

http://help.sap.com/disclaimer?site=http%3A%2F%2Fwww.sap.com%2Fabout%2Fagreements%2Fcloud-services.html%3Fsearch%3Dservice%2520level%2520agreement%26sort%3Dlatest_asc


15.3 Scenario 3: SAP Business Technology Platform stops responding

Description

You may know that the SAP Business Technology Platform is down if the ASK HR application fails to load. This may occur if the SAP Business Technology 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 downtimeCheck 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 downtimeIf the system is not down due to a planned downtime then you need to contact your system administrator.

● SAP Business Technology Platform URL is not validValidate the SAP Business Technology Platform URL.

Implementing Employee Central Service CenterTroubleshooting PUBLIC 69



16 Appendix

16.1 List of Data Center URLs for BizX OData Destination Configuration

You can use an SAP SuccessFactors data center URL to configure the BizX OData destination on SAP Business Technology Platform.

Here's the list of data centers and their URLs.

Data Center Location Type of URL Production System URL Preview System URL

DC2 Amsterdam, The Netherlands

URL https://api2.successfactors.eu

https://api2preview.sapsf.eu

DC2 Amsterdam, The Netherlands

Token Service URL https://api2.successfactors.eu:443/oauth/token

https://api2preview.sapsf.eu:443/oauth/token

DC4 Chandler, Arizona, US URL https://api4.successfactors.com

https://api4preview.sapsf.com

DC4 Chandler, Arizona, US Token Service URL https://api4.successfactors.com:443/oauth/token

https://api4preview.sapsf.com:443/oauth/token

DC5 - URL https://api5.successfactors.eu

https://api5preview.sapsf.eu

DC5 - Token Service URL https://api5.successfactors.eu:443/oauth/token


DC8 Ashburn, Virginia, US URL https://api8.successfactors.com


DC8 Ashburn, Virginia, US Token Service URL https://api8.successfactors.com:443/oauth/token


DC10 Sydney, Australia URL https://api10.successfactors.com


DC10 Sydney, Australia Token Service URL https://api10.successfactors.com:443/oauth/token


DC12 Rot, Germany URL https://api12.successfactors.eu/

https://api12preview.sapsf.eu/


Appendix


DC12 Rot, Germany Token Service URL https://api12.successfactors.eu:443/oauth/token


DC15 Shanghai, China URL https://api15.sapsf.cn

DC15 Shanghai, China Token Service URL https://api15.sapsf.cn:443/oauth/token

DC16 - URL https://api16.sapsf.eu https://api16preview.sapsf.eu

DC16 - Token Service URL https://api16.sapsf.eu:443/oauth/token


DC17 Toronto, Canada URL https://api17.sapsf.com


DC17 Toronto, Canada Token Service URL https://api17.sapsf.com:443/oauth/token


DC18 Moscow, Russia URL https://api18.sapsf.com


DC18 Moscow, Russia Token Service URL https://api18.sapsf.com:443/oauth/token


DC19 Brazil URL https://api19.sapsf.com


DC19 Brazil Token Service URL https://api19.sapsf.com:443/oauth/token


DC22 Dubai, UAE URL https://api22.sapsf.com

https://api22preview.sapsf.com/

DC22 Dubai, UAE Token Service URL https://api22.sapsf.com:443/oauth/token


DC23 Riyadh, Saudi Arabia URL https://api23.sapsf.com


DC23 Riyadh, Saudi Arabia Token Service URL https://api23.sapsf.com:443/oauth/token


DC41 US East (Microsoft Azure)

URL https://api41.sapsf.com


Implementing Employee Central Service CenterAppendix PUBLIC 71


DC41 US East (Microsoft Azure)

Token Service URL https://api41.sapsf.com:443/oauth/token


DC42 - URL https://api42.sapsf.com

DC42 - Token Service URL https://api42.sapsf.com:443/oauth/token

DC43 - URL https://api43.sapsf.com

DC43 - Token Service URL https://api43.sapsf.com:443/oauth/token

DC44 Singapore URL https://api44.sapsf.com/


DC44 Singapore Token Service URL https://api44.sapsf.com:443/oauth/token


DC47 Canada Central (Microsoft Azure)

URL https://api47.sapsf.com/


DC47 Canada Central (Microsoft Azure)

Token Service URL https://api47.sapsf.com:443/oauth/token


DC55 - URL https://api55.sapsf.eu/

https://api55preview.sapsf.eu/

DC55 - Token Service URL https://api55.sapsf.eu:443/oauth/token



Appendix

Important Disclaimers and Legal Information

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● Links with the icon : You are entering a Web site that is not hosted by SAP. By using such links, you agree (unless expressly stated otherwise in your agreements with SAP) to this:

● The content of the linked-to site is not SAP documentation. You may not infer any product claims against SAP based on this information.● SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any

damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.

● Links with the icon : You are leaving the documentation for that particular SAP product or service and are entering a SAP-hosted Web site. By using such links, you agree that (unless expressly stated otherwise in your agreements with SAP) you may not infer any product claims against SAP based on this information.

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