What is SAP SuccessFactors Employee Central Service Center?

This comprehensive HR service delivery solution provides an integrated knowledge base with personalized HR policy information and direct access to the HR help desk by e-mail or phone. Bring your HR service delivery into the digital age with the SAP SuccessFactors Employee Central Service Center solution.

• Eliminate the need for tickets or calls to HR by providing contextual information to solve employee issues
• Provide quick access to human resources experts from any device
• Give HR experts access to the employee information they need to quickly address issues and resolve tickets
• Get insight into service levels, common issues, and the quality of resolutions with embedded HR service analytics

Features

Ask HR and employee self-services

Find a solution, open a ticket, or contact your HR service desk – from anywhere within the SAP SuccessFactors Human Capital Management suite. Simplified access to your HR knowledge base See contextual information for your issue based on which screen you're on in the system or on a specific search. Streamlined HR help desk support Submit a ticket using your desktop, mobile, e-mail, or phone – without the need to enter your personal information. Employee self-service access request status Use the Ask HR portal on any desktop or mobile device to review the status of your ticket.

HR case management

Give HR experts the information needed to resolve issues, route requests, and adjust employee records immediately. Ticket routing Send HR tickets to the right person or group and enable collaboration to address complex issues. Permission controls Access employee data to verify and update employee information within SAP SuccessFactors Employee Central. Solution finder Include relevant information – such as articles, links, and attachments – in the HR service ticket. Ticket creation Create a ticket on behalf of the employee automatically from a phone call, e-mail, or chat session.

HR service delivery analytics

Gain insight into employee interactions, service levels, frequent issues, and the quality of the resolutions provided. Employee interaction reports Analyze employee interactions and issues with delivered reports. HR service quality Measure and improve HR service quality with service level agreement reports and dashboards. Compliance Run predefined compliance reports for service level agreements, in addition to reports on agent workload and ticket backlog.