Use Employee Self-Service Web Requests to Make the Most of Your Employee Interaction Center
- by Chandan Gopalani, Managing Partner, EIC Experts
- Jarret Pazahanick, Managing Partner, EIC Experts
- September 28, 2011
Learn how to create employee self-service Web requests and maximize the benefits within the Employee Interaction Center.
The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared-services offering. The SAP system delivers multiple types of communication channels and employees can contact the EIC by phone, email, chat, or Web request.
The Employee Interaction Center (EIC) Web request allows employees to directly send questions and requests from standard Web applications to the EIC call center agents. It is part of the standard EIC offering.
The SAP system offers out-of-the box integration between the EIC and existing portal roles through self-services. When an employee requires support for a particular self-service application, the employee can contact the EIC service desk directly from the employee self-service (ESS) or manager self-service (MSS) application using a Web request link. The Web request link opens an interactive Adobe PDF form. The employee can fill out the relevant request information in the form and submit it. An automatic workflow is then generated and routed into the EIC agent inbox, and the agent can process the Web request and convert the request into an EIC activity.
The screenprints in this article are from an SAP ERP 6.0 system of the EIC application running on enhancement package 4. To use the functionality discussed in this article you must be on enhancement package 4 or higher, have enabled the EIC application switches HCM_EIC_CI_1 and HCM_EIC_CI_2, and installed the Adobe Document Services (ADS) Server for rendering PDF forms from SAP.
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