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ObjectivesSolutionBenefitsSAP Product BrochureSAP SuccessFactors Employee Central Service Center 2020 SAP SE or an SAP affiliate company. All rights reserved.SAP SuccessFactors Employee Central Service CenterRevolutionize HR Service Delivery

SAP Product BrochureObjectivesSolutionBenefitsObjectives 2020 SAP SE or an SAP affiliate company. All rights reserved.HR service delivery is changing at a rapid pace. Employees expect HR experiencesto be in line with what they are used to in their personal lives. Information mustbe personalized and accessible—where and when people need it.When employees have questions, they need tocontact their HR service team right away. Thiscould be by opening a ticket, using the HR hotline,or sending an e-mail. Whatever communicationchannel—the response must be immediate.Bring your HR service delivery into thedigital age with SAP SuccessFactorsEmployee Central Service Center.2/9

SAP Product BrochureObjectivesSolutionBenefits 2020 SAP SE or an SAP affiliate company. All rights reserved.Help Employees AnswerQuestions QuicklyThe SAP SuccessFactors Employee CentralService Center is a comprehensive HR servicedelivery solution that provides employees withan integrated knowledge base1 that providespersonalized HR policy information and the abilityto reach out to the HR help desk directly throughthe system by phone or by e-mail. As seen inFigure 1, it can be as easy as clicking the “Ask HR”button from anywhere in the SAP SuccessFactorssolution landscape, bringing you right to the HRpolicy information you are looking for.Help Employees AnswerQuestions QuicklyStreamline Direct Contact withHR ExpertsFoster HR Service Delivery Excellenceand ImprovementFigure 1: Contact HR with SAPSuccessFactors Employee CentralService Center”1. The knowledge base can be accessed through SAP Jam Collaboration, the SAP Service CloudKnowledge Central solution by MindTouch, or other OpenSearch-enabled products.3/9

SAP Product BrochureObjectives 2020 SAP SE or an SAP affiliate company. All rights reserved.Let’s say an employee is in the process of bookingmaternity leave and has a question about thecompany’s leave policy. Figure 2 shows how shecan click on “Ask HR” directly from the “Time Off”page. This returns the relevant maternity leavepolicy information for that employee in her specificcountry. The process is the same across the HRdomain for topics such as benefits, internationaltransfers, payroll queries, career planning,performance cycle documentation, and more.SolutionBenefitsHelp Employees AnswerQuestions QuicklyStreamline Direct Contact withHR ExpertsFoster HR Service Delivery Excellenceand ImprovementFigure 2: Policy Information in SAP SuccessFactors Employee Central Service CenterWhen employees have HR questions,they want answers fast.4/9

SAP Product BrochureObjectivesSolutionBenefitsStreamline Direct Contact withHR Experts 2020 SAP SE or an SAP affiliate company. All rights reserved.Providing information to employees when theyneed it helps avoid frustration and greatlyimproves the employee experience. However,people will always have specific questions thatmust be answered by an HR team member. Inthese cases, employees are automatically routedto the right internal HR expert based on the natureof the query, using ticket routing rules within SAPSuccessFactors Employee Central Service Center.Most of the employee’s personal information isalready prefilled and available to the HR teammember—helping get to the point for quick andpainless query resolution. Plus, by providing adirect connection to all relevant information inSAP SuccessFactors solutions, as shown in Figure 3,Help Employees AnswerQuestions QuicklyStreamline Direct Contact withHR ExpertsFoster HR Service Delivery Excellenceand ImprovementSAP SuccessFactors Employee Central ServiceCenter lets HR experts look up any relevantinformation on an employee and makecorrections as needed during the call.Figure 3: People Profile in SAP SuccessFactors Employee Central Service Center5/9

2020 SAP SE or an SAP affiliate company. All rights reserved.SAP Product BrochureObjectivesHR experts have an employee’s or contractor’sinformation at their fingertips, helping resolvequeries as quicklyas possible. Communicationbetween the employee, the HR expert, and anyother involved stakeholders takes place within theticket, providing a full history of the issue—frominitial contact to resolution—which serves as arecord and can also be referenced to help resolvesimilar queries more quickly in the future. Asshown in Figure 4, HR experts can easily find similartickets and use the embedded “solution finder”tool to look into policy information and previouscommunications that could potentially help withthe current query and avoid duplicate effort.SolutionBenefitsHelp Employees AnswerQuestions QuicklyStreamline Direct Contact withHR ExpertsFoster HR Service Delivery Excellenceand ImprovementFigure 4: Ticket Record in SAP SuccessFactors Employee Central Service CenterEmployee information from across HR systems is nowavailable to HR service experts at a single click.6/9

SAP Product BrochureObjectivesSolutionBenefitsFoster HR Service Delivery Excellenceand Improvement 2020 SAP SE or an SAP affiliate company. All rights reserved.With SAP SuccessFactors Employee CentralService Center, you can align HR service deliverywith employee expectations by defining the rightservice-level agreements (SLAs) up front.The solution allows you to standardize HR servicedelivery using checklists, embedded satisfactionsurveys, e-mail templates, and more, to helpensure correct and complete follow-up. Whenstaff members reach out via phone or e-mail, HRexperts can easily create tickets based on thephone call or automatically convert the e-mail to aticket. This allows you to monitor workload andkeep track of service quality.Help Employees AnswerQuestions QuicklyStreamline Direct Contact withHR ExpertsFoster HR Service Delivery Excellenceand ImprovementAs seen in Figure 5, shared-service managers canuse embedded reporting and analytics to analyzeSLAs, gain insight into potential bottlenecks, andassess the quality of ticket resolution. Based onpredefined SLA compliance reports or with theembedded reporting functionality, you can easilymonitor your HR service delivery and introduceimprovements to align your HR services with youremployees’ expectations.Figure 5: HR Service Reports in SAP SuccessFactors Employee Central Service Center7/9

SAP Product BrochureObjectivesSolutionBenefitsBenefits 2020 SAP SE or an SAP affiliate company. All rights reserved.Knowledge base2—Not your typical informationsource: Results based on where employees are withinSAP SuccessFactors system—so informationpresented is always contextually relevant Advanced knowledge of information that hasalready been presented and reviewed byemployees made available to HR experts—saving time and improving service efficiency“Ask HR”—create, submit, and view all requestsin one place: Simple self-management of HR questionsand issues Link available on every page of the SAPSuccessFactors—providing employees withfast access and answers to their HR questions2. The knowledge base can be accessed through SAP JamCollaboration, the SAP Service Cloud Knowledge Centralsolution by MindTouch, or other OpenSearch-enabled products.Elevate the HR experience for employeesLet your HR service delivery elevate your employees’experience through intelligent content, connected ITsystems, and close engagement with your HR serviceteam.IntelligentAvoid frustration (and additional support tickets) byproviding personalized and relevant information to youremployees.ConnectedTake advantage of a connected HR software landscapeto increase efficiency and insight.EngagingLet staff reach out to HR through multiple channels,including desktops and mobile devices, making it fastand easy to get in touch with HR experts.The SAP SuccessFactors Employee Central ServiceCenter solution can help make it happen.8/9

SAP Product BrochureObjectives 2020 SAP SE or an SAP affiliate company. All rights reserved. Central place for employees to create newrequests and check the status of previousrequests—saving time and minimizingduplicate requestsSimple, consumer-grade interface for HRservice experts: Intuitive dashboards that are flexible and can bepersonalized, making it easier to manage openrequests Immediate access to data from any SAPSuccessFactors solution, helping effectivelyresolve requests in record time Reports and analytics that let HR servicemanagers measure and continuously improveservice delivery Collaboration between HR service delivery teammembers for faster resolution of open requestsSolutionBenefitsTransform Your HR Service DeliveryAs with all SAP SuccessFactors solutions, SAPSuccessFactors Employee Central Service Centerhas a simple and intuitive user experience that iseasy for employees and HR experts to navigate,transforming HR service delivery into a clevercombination of form and function. The solutionredefines employee engagement—simplifying theway people work by helping employees get theanswers they need without information overloadand by helping HR experts and managers strivefor service delivery excellence.Learn moreSAP SuccessFactors Employee Central ServiceCenter can benefit your employees, servicerepresentatives, and HR management team.9/9

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including desktops and mobile devices, making it fast and easy to get in touch with HR experts. The SAP SuccessFactors Employee Central Service Center solution can help make it happen. Objectives Solution Benefits 2 2 SAP SE or an SAP aliate company. All rigts reserved.