Implementing Employee Central Service Center: Implementation Guide - Public Document Version: Q4 2019 - 2020-01-24

IMPLEMENTATION GUIDE | PUBLIC
Document Version: Q4 2019 – 2020-01-24
Implementing Employee Central Service Center

© 2020 SAP SE or an SAP affiliate company. All rights reserved.
THE BEST RUN

Content
1 Before Starting: Am I reading the right documentation?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 What's New in Implementing Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . 5
3 About Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

3.1 Required Knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.2 Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
4 Prerequisites for Setting up Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . 12

4.1 Implementation Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5 Configuring SuccessFactors Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

5.1 Enabling your ASK HR extension in Extension Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
6 Configuring SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

6.1 Configuring Service Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Configuring attachment Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Ticket Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Configure Tickets for Employee Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring the Service Catalog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Enabling Employee Support Work Center for your Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
6.2 Verifying the permission settings for SF API. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
6.3 Replicating employee data by integrating SAP Cloud for Customer with Success Factors Employee
Central Service Center using SAP HANA Cloud Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
6.4 Replicating employee data by integrating SAP Cloud for Customer with Success Factors Employee
Central Service Center using SuccessFactors- Integration Center. . . . . . . . . . . . . . . . . . . . . . . . . . 28
Role-based permissions for Business Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Configuring SAP Cloud for Customer system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Accessing pre-defined integration scenarios from Business Scenarios. . . . . . . . . . . . . . . . . . . . 30
Monitoring a Business Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
6.5 Using Attachment Types in SAP Cloud for Customer system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
6.6 Adding internal notes to a ticket in SAP Cloud for Customer system. . . . . . . . . . . . . . . . . . . . . . . . 34
7 Enabling ASK HR application on SAP Cloud Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
8 Enabling ASK HR on SuccessFactors Employee Central home page. . . . . . . . . . . . . . . . . . . . . 40
9 Configuring ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

9.1 Renaming application name 'ASK HR' to customer specific name. . . . . . . . . . . . . . . . . . . . . . . . . . .41
9.2 Configuring Contact data to enable Contact HR option on ASK HR application. . . . . . . . . . . . . . . . . 41

2 PUBLIC Content
Maintaining Contact HR data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Disabling the Contact HR tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
9.3 Configuring Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configuring SAP Jam as destination in SAP Cloud Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Disabling the fields from the Search tab in Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
9.4 Enabling ASK HR application on SAP SuccessFactors modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
9.5 Configuring ASK HR in different locales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Enabling supported locales from Provisioning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Launching ASK HR application in a new language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
9.6 Configuring SAPUI5 version for ASK HR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Upgrading ASK HR to SAPUI5 version (1.60). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
10 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
10.1 Scenario 1: SAP Cloud for Customer stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
10.2 Scenario 2: Employee not replicated to SAP Cloud for Customer or to SAP Jam. . . . . . . . . . . . . . . . 52
10.3 Scenario 3: SAP Cloud Platform stops responding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
11 Validating the ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
12 Upgrading Employee Central Service Center to Fiori UI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
13 Configuring ASK HR application on mobile devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

13.1 Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
13.2 Generating OAuth X509 Key in SAP SuccessFactors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
13.3 Creating SAP Cloud Platform OAuth Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
13.4 Creating Trusted Identity Provider in SAP Cloud Platform Cockpit. . . . . . . . . . . . . . . . . . . . . . . . . . 61
13.5 Creating Outbound OAuth Configuration in SAP SuccessFactors. . . . . . . . . . . . . . . . . . . . . . . . . . . 62
13.6 Configuring Destination Settings in Integration Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
13.7 Enabling ASK HR on the SAP SuccessFactors Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
14 Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
14.1 Creating an OAuth2 authorization between SAP Cloud Platform and BiZx. . . . . . . . . . . . . . . . . . . . 65
14.2 List of Data Center URLs for configuring BiZx oData Destination. . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Content 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 your HR Help Desk ("Ask HR") for your system.
If that's not what you're looking for, try these guides:
● Integration with SuccessFactors Employee Central using SAP HANA Cloud Integration
Provides integration of SAP Cloud for Service with SuccessFactors Employee Central Service Center for
employee replication.
● Employee Central Service Center
Provides information on how to use Employee Central Service Center.

4 PUBLIC Before Starting: Am I reading the right documentation?
2 What's New in Implementing Employee
Central Service Center
This document describes changes to the Employee Central Service Center Implementation Guide for the
recent releases.
Q4 2019
Table 1: Changes to this Guide in Q4 2019
What's New Description More Information
November 08
Updated topics to include To improve the performance of AskHR add: Enabling ASK HR applica
information on the param
1. skipUserAttributesResolution=true in Additional Properties of tion on SAP Cloud Plat
eters to be added to im
Bizx_Odata destination and save it. form [page 35]
prove the performace of
2. getProviderUserRoles=false at the end of the URL in
AskHR. Enabling ASK HR on Suc
Provisioning Company Settings Enable Service Center
cessFactors Employee
Add-On and save it.
Central home page [page
40]
Updated a topic to include You can now view the Ask HR application in Bulgarian, Russian, Enabling supported lo
information on supported and Polish locales. cales from Provisioning
locales. [page 47]
Q3 2019
June 23
Added steps on configur- The admin has an option to hide the Priority field for the employ Enabling ASK HR applica
ing the Priority field for the ees by configuring some settings on the Destination Configuration tion on SAP Cloud Plat
ASK HR application page. form [page 35]
Removed "Enabling New The steps of this section are automated and so we removed it N/A
Extension Manager (Fiori) from the handbook.
on Provisioning" section
form the handbook
Added a missing step in To download the X509 Certificate you must enter the Signature Generating OAuth X509
"Generating OAuth X509 Algorithm as SHA256WithRSA. Key in SAP SuccessFac
Key in SAP SuccessFac tors [page 59]
tors" section
Q2 2019

What's New in Implementing Employee Central Service Center PUBLIC 5
April 23
The ASK HR application is Your employees can access the ASK HR application on their mo Configuring ASK HR appli
now available on mobile cation on mobile devices
bile device by downloading and installing the SAP SuccessFactors
[page 58]
Mobile app from the app store. This will allow them to create and
modify a ticket from the application on their mobile.
Updated the Upgrading To get the latest updates for the ASK HR application you must up Upgrading ASK HR to SA
ASK HR to SAPUI5 version grade to SAPUI5 version 1.60. PUI5 version (1.60) [page
(1.60) section 49]
Updated Enabling sup If SAPUI5 version is '1.60' then you must select the theme as SAP Upgrading ASK HR to SA
ported theme for SAPUI5 Belize (light flavor). PUI5 version (1.60) [page
version from Theme Man 49]
ager section
Q1 2019
Feb 2
Updated the Enabling New Added a URL field validation for enabling Custom External Module
Extension Manager (Fiori) Integration.
on Provisioning section
Changed "SAP Cloud for Product name change Entire document

Service" to "SAP Cloud for
Customer"
Q4 2018
November 2
Updated the Configuring While creating a new HR ticket from the ASK HR application, any Configuring the Service
the Service Catalog sec unmapped Incident Type configured in SAP Hybris Cloud for Serv Catalog [page 22]
tion ice system will be listed by default under any Service Category
that you select.
 Note
These changes are
applicable post
b1811p5 (07/12/2018)

6 PUBLIC What's New in Implementing Employee Central Service Center
Replicating employee data Previously you could only replicate employee data using SAP Replicating employee data
by integrating SAP Hybris HANA Cloud Integration. Now, you can also replicate employee by integrating SAP Cloud
Cloud for Service with data using SuccessFactors- Integration Center. for Customer with Suc
Success Factors Employee cess Factors Employee
Central Service Center us Central Service Center us
ing SuccessFactors- Inte ing SuccessFactors- Inte
gration Center gration Center [page 28]

Updated name for SAP Updated SAP Hybris Cloud for Service to SAP Cloud for Service. Scenario 1: SAP Cloud for
Hybris Cloud for Service
Customer stops respond
ing [page 52]
Prerequisites for Setting

up Employee Central Serv
ice Center [page 12]
Before You Begin [page

11]
Required Knowledge
[page 11]
Configuring SAP Cloud for

Customer [page 17]
Adding internal notes to a

ticket in SAP Cloud for
Customer system [page
34]
Using Attachment Types

in SAP Cloud for Cus
tomer system [page 33]
Scenario 2: Employee not

replicated to SAP Cloud
for Customer or to SAP
Jam [page 52]
Before Starting: Am I read

ing the right documenta
tion? [page 4]
Implementation Sequence
[page 13]
Configuring SAP Cloud for

Customer [page 17]
Enabling Employee Sup

port Work Center for your
Agents [page 24]
Configuring Service Sce

narios [page 17]
Configuring attachment
Types [page 18]
Q3 2018

8 PUBLIC What's New in Implementing Employee Central Service Center
August 10
Updated the values for As Updated the Urls based on data center locations.
sertion consumer serv
ice, Logout URL, and Au
dience URL.
There are some UI en To enable the same you must upgrade your application to SAPUI5 Upgrading ASK HR to SA
hancements made to the version (1.44 or 1.52). PUI5 version (1.60) [page
ASK HR application 49]
Added a section on ena For the UI changes to be processed completely you must select Enabling supported theme
the corresponding theme from the Theme Manager.
bling supported theme for for SAPUI5 version from
SAPUI5 version from Theme Manager [page
Theme Manager 50]
Added a note for selecting If you enable the Arabic language as the locale preference then Enabling supported lo
the Arabic language as you must upgrade your SAPUI5 version.
cales from Provisioning
your locale preference
[page 47]
Added navigation steps to Some configuration scenarios are captured in the best practices Configuring Service Sce
access the best practices content for ASK HR application. narios [page 17]
content
Updated "Integrating SAP Added steps on creating a sub-account in SAP Cloud Platform
Cloud Platform with Suc Cockpit.
cessFactors Employee
Central through exten
sions" section
Created a new section The HR agent can add internal notes to a ticket to find more infor Adding internal notes to a
"Adding internal notes to a mation on it from a peer or supervisor. ticket in SAP Cloud for
ticket in SAP Hybris Cloud Customer system [page
for Service system" 34]

3 About Employee Central Service Center
SuccessFactors Employee Central Service Center provides a comprehensive solution to HR service delivery.
The solution is designed for use by both employees and HR service delivery. Employee Service delivery is
provided via the ASK HR (Employee Workspace) link, employees get answers to their questions from anywhere
within the SuccessFactors HCM Suite. Guidance is also available to HR service representatives/agents to help
them give accurate, consistent and quick answers to questions that employees can’t answer on their own.
Key capabilities offered by Employee Central Service Center:
● It enables employees to create and manage tickets and to access further information such as Knowledge
Base content and service center hotline data that helps them find the desired information through ASK HR
(Employee Workspace).
● It supports optional Knowledge Base integration.
● It allows HR Service Delivery through HR Service Representative/Agent Workspace enabling HR Service
representatives to manage open requests, view reports and collaborate on requests.
With the ASK HR (Employee Workspace) view, employees have access to a searchable, context-sensitive
knowledge base (if configured) for getting answers to their questions. If they can’t find the answer in the
knowledge base, they can contact their HR directly by:
Creating a ticket, or
Making a phone call, or
Sending an e-mail
The ticket management system offers the right tool set to HR Service Representatives, ‘the Service Work
Center' where they have access to ticket queue and thus employee tickets get assigned to them.
 Note
Information from the HCM suite, including Employee Central, is built-in (i.e. without having to access
multiple systems) enabling HR Service Representatives to resolve requests effectively. The HR Service
Representative has access to employee data in SuccessFactors Employee Central based on role-based
permissions. This also ensures the security of sensitive employee data. Having this data available in a
unified Service Center with easy-to-read dashboards, also provides HR Operations Management visibility
into the issues that are impacting employees. It provides actionable insights and helps them report on their
group's performance criteria such as SLA compliance.

10 PUBLIC About Employee Central Service Center
3.1 Required Knowledge
We recommend that the consultant performing the implementation has the following implementation and
configuration knowledge:
● SuccessFactor Employee Central

○ Good understanding of SuccessFactor Employee Central: Employee Master data, BizX, Role Based
Permissions, Provisioning, etc.
○ Excellent Knowledge about Employee Central Integration and Extensions.
● SAP Cloud Platform and SAP Cloud Portal Experts
○ Knowledge about HCP Extension Package for SuccessFactors.
○ Good understanding of Cloud Platform configuration.
● SAP Cloud for Customer
○ Expert in SAP Cloud for Customer configurations (especially the Employee Support scenario).
○ Expert in integration scenario with SuccessFactors – Performing Employee Central Data replication
and defining Mash-up Scenarios.
3.2 Before You Begin
In this section you prepare your project beyond any standard software implementation projects parameter.
To achieve this you must:
● Align with your HR team and define the business processes/ functional scope for your ticketing system.
● Create a blueprint of your system landscape as per Employee Center Service Center. We only provide
○ one test SAP Cloud for Customer tenant and
○ one productive SAP Cloud for Customer tenant.
There is a 1:1 relationship between each SuccessFactors Employee Central instance and each SAP
Cloud for Customer instance.
 Note
In case you use a third SuccessFactors Employee Central instance for development purpose, then you
must set up a third environment. In this scenario, ensure that you take into account that this requires
extra cost for setting up a third SAP Cloud for Customer tenant.
● Consider the Release schedules in your project schedule by:

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

About Employee Central Service Center PUBLIC 11
4 Prerequisites for Setting up Employee
Central Service Center
Describes the tasks to be completed before setting up Employee Central Service Center.
To set up Employee Central Service Center, you must first have the following prerequisites enabled in your
system:
Prerequisites Description
SAP SuccessFactors Employee Central instance. Ensure that your Employee Central instance is in place be
fore you start implementing Employee Central Service Cen
ter.
To achieve this, you must have access to Employee Central

provisioning needed to perform the configuration for Em
ployee Central Service Center.
The following SAP Cloud for Customer tenants: 1. After you have purchased the Employee Central Service
Center solution, SAP will trigger the process for you to
1. Test Tenant test the SAP Cloud for Customer tenant. You (custom
2. Productive tenant ers S-user and email contact stored at purchase re
quest) will get an email with the SAP Cloud for Cus
tomer test tenant URL and a separate email with the
Cloud for Customer user (the S-user entered on the
purchasing request form automatically receives these
emails).
2. In general, the Project Team will trigger the provisioning
of an additional SAP Cloud for Customer tenant (also
Productive Instance).
 Note
For any additional tenant requirement, you can
reach out to your sales team.

12 PUBLIC Prerequisites for Setting up Employee Central Service Center
Prerequisites Description
SAP Cloud Platform account

 Note
For any additional tenant requirement, you can reach
out to your sales team.
How to get access to SAP Cloud Platform Cockpit and Global

Account?
You (purchase request contact) will get an email with the ac
cess information and the customer account information.
The user (s-user) who is entered in the purchasing request

form gets the administration rights automatically. Please
consider that customers & partners who want a different s-
user as administrators of the SAP Cloud platform global ac
count must request corresponding authorization separately
by reporting a BCP incident on component BC-NEO-CIS.
How to get the Productive SAP Cloud Platform extension

account?
For this you must initiate the extension implementation in

your productive SuccessFactors instance for the same
Global Account. During the automated implementation of
the extension between SAP Cloud Platform and SuccessFac
tors a SAP Cloud Platform Extension Platform account is
created.
SAP Cloud Platform Integration account
4.1 Implementation Sequence
The following steps are required to implement Employee Central Service Center.
1. Configuring SuccessFactors Extension

2. Configuring SAP Cloud for Customer to replicate employee data by integrating with Success Factors
Employee Central Service Center
3. Enabling the Employee Central Service Center/ASK HR (Employee Workspace) application on SAP Cloud
Platform
4. Enabling the ASK HR link on SuccessFactors Employee Central home page
5. Configuring ASK HR application.
Let's now see a brief comparison between the old and the new Employee Central Service Center.

Prerequisites for Setting up Employee Central Service Center PUBLIC 13
Employee Central Service Center (old solution) Employee Central Service Center (new solution)
Ticket screens: Ticket screens:
ASK HR application includes the following to cover the ticket SAP SuccessFactors offeres a new Service Desk HTML5 ap
screens such as Create ticket, Ticket overview, Ticket de plication and owns new up-to-date tickets screens.
tails:
Integration:
● Service Portal application
Integration related to ticket data through consumption of
Integration: SAP Cloud for Customer OData APIs.
Integration related to ticket data through SAP Cloud for Cus

tomer web services.
Employee Central data replication to SAP Cloud for Cus Employee Central data replication to SAP Cloud for Cus
tomer via P2P (not available anymore for new customers as tomer based on HCI.
of Q4 2016).
Customer project based integration to SAP Jam based on Standard Integration to SAP Jam Advanced Plus
OpenSearch.
 Note
The Employee Central Service Center package does not
cover the pricing for SAP Jam.
Implementation Checklist
● Check status of your Success Factors Employee Central company.

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

14 PUBLIC Prerequisites for Setting up Employee Central Service Center
5 Configuring SuccessFactors Extensions
To configure SuccessFactors Extensions, you must first integrate SAP Cloud Platform with SuccesFactors
Employee Central through extensions. After the integration is done, you must enable New Extension Manager
(Fiori) on provisioning and also enable your ASK HR extension in Extension Manager.
Follow the steps stated in the following sections to configure SuccessFactors Extensions.
1. Create an Integration Token for SAP SuccessFactors

2. Configure the Extension Integration Between SAP Cloud Platform and SAP SuccessFactors
 Note
If SAP SuccessFactors has IP restrictions defined in the IP Restriction Management tool, then the IP
ranges of the respective SAP Cloud Platform region should be added as well. To convert the IP ranges
of the respective SAP Cloud Platform region to a format expected by the IP Restriction Management
tool, use an IP calculator.
3. Defining the People Pool for Managing Extensions

1. Enabling your ASK HR extension in Extension Manager [page 15]
Related Information
IP Restriction Management
IP Ranges of SAP Cloud Platform Regions
5.1 Enabling your ASK HR extension in Extension Manager
After the new Extension Manager (Fiori) is enabled on provisioning, you need to enable your ASK HR extension
in Extension Manager and also assign the corresponding SuccessFactors role to access the Extension package.
Context
To enable your ASK HR extension in Extension Manager, follow the steps:

Configuring SuccessFactors Extensions PUBLIC 15
Procedure
1. Login to Employee Central account.

2. Under Manage Permission Groups, select Extension Administrators.
3. From the Category drop down, select Username. To include people in the group, type a name of your group
and chose who you want to include in the group.
4. Click Done.
5. From the right corner under Active Group Membership, click Update.
6. Log out and Login to your SuccessFactors Company account.
7. From the SuccessFactors home page, search for Extensions to verify if you are able to access the
Extension Directory page.
Results
Now the added members are the administrators for the customer extension module (Extensions admin).

16 PUBLIC Configuring SuccessFactors Extensions
6 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
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 17]

Replicating employee data by integrating SAP Cloud for Customer with Success Factors Employee Central
Service Center using SAP HANA Cloud Integration [page 28]
6.1 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 PUBLIC 17
6.1.1 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 PROJECTS

2. Choose Open Activity List.
3. Choose Fine-Tune.
4. Choose Allowed MIME Types for Document Upload.
 Note
If 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/html

6. Activate the basic settings- MIME Type Check Active.
7. Check the Allowed check box.
8. Click Save to save your changes and close.
6.1.2 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.

18 PUBLIC Configuring SAP Cloud for Customer
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.
6.1.2.1 Configure Service Level
Procedure
Work Center: ADMINISTRATOR
View: SERVICE and SOCIAL

2. 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_Ticket

5. 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 Completion
10. 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.
6.1.3 Configure Tickets for Employee Support
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 below details.

 Note
You cannot 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 In Process Requestor Action

Employee
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 Schema
9. 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 In Process Processor Action Checked

Agent
3 4-In Process - In Process Requestor Action Checked

Waiting for
Employee
4 5-Solution Completed Requestor Action Checked

Provided
5 Z6-Solution Closed Not Assigned Checked

Confirmed
6 Closed Completed Requestor Action

11. Choose Maintain Document Types
12. Enter below details:
Field Value
Document Type SRRE
Description Employee Support Ticket

Field Value
Process Variant = Employee Support
Status Schema Employee Support

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.
6.1.4 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 .
 Note
Note you can only use Service Category and its dependent child Incident Category.

2. Click New to create your own Service Catalog with a 2 tier structure.
3. Choose Catalog Structure and maintain the following.
 Note
The category type Incident is the subcategory of the Service Category type.
 Example
From 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 will see the unmapped Incident type along with the
mapped Incident types.
 Example
From 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 will be listed:
○ Medical Health Plans
○ Allowance
○ Reward & Benefits
○ Pay & Deductions
Table 7: Relation between Service Category and Incident Category
Category Name Category Type Description
Benefits & Health Service Benefits & Health
○ Medical Health Plans

Incident Medical Health Plans
○ Allowance
Incident Allowance
Leave & Time Service Leave & Time
○ Leave
Incident Leave
○ Special Leave
Incident Special Leave

Category Name Category Type Description
Payment & Compensation Service Payment & Compensation
○ Payroll
Incident Payroll
Reward & Benefits Incident Reward & Benefits
Pay & Deductions Incident Pay & Deductions
4. Choose Save and change the status to Release.
6.1.5 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’.
 Note
Depending on your needs, you can also configure access to the Agent Workspace ‘Employee Support’ as
work center.
The following screen example shows the Agent Workspace with the Employee Support View.
How to Set-up the Employee Support work center: 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 .
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 CODPEOPLE People

ASSIGNMENTS COD_EMPLOYEE People->All
WORK CENTER AND VIEW COD_SEOD_AGENT_QUEUE_WCF Service -> All

ASSIGNMENTS
SEOD_EMPLOYEE_SUPPORT_WCVIE
W
WORK CENTER AND VIEW COD_ACTIVITIES Activities-> All

ASSIGNMENTS
WORK CENTER AND VIEW COD_ANALYSIS Analysis->

ASSIGNMENTS
Analysis->Reports
Analysis->Dashboard

WORK CENTER AND VIEW COD_QUESTIONNAIRE_WCF Surveys-> All

ASSIGNMENTS
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 .

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.

WORK CENTER AND VIEW CODPEOPLE People

ASSIGNMENTS COD_EMPLOYEE People->All
WORK CENTER AND VIEW COD_SEOD_AGENT_QUEUE_WCF Service -> All

ASSIGNMENTS
SEOD_EMPLOYEE_SUPPORT_WCVIE
W

ASSIGNMENTS

ASSIGNMENTS
WORK CENTER AND VIEW COD_QUESTIONNAIRE_WCF Surveys-> All

ASSIGNMENTS
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.
6.2 Verifying the permission settings for SF API
After the SAP Cloud 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 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.
6.3 Replicating employee data by integrating SAP Cloud for

Customer with Success Factors Employee Central
Service Center using SAP HANA Cloud Integration
This section describes the steps required to replicate employee data by integrating SAP Cloud for Customer
with SuccessFactors Employee Central Service Center using SAP HANA Cloud Integration.
You must follow the detailed guidelines on replicating employee data as mentioned in https://help.sap.com/
viewer/9d1cadae7882412983d3453e7f7abf8a/latest/en-US/6d3a9d0323834d2fb4eb5267b7057536.html.
6.4 Replicating employee data by integrating SAP Cloud for

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

6.4.1 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.
6.4.2 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

6.4.3 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
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 InternalID
You 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 InternalID
You 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 Customer 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 Central

Integration Center

6.4.4 Monitoring a Business Scenario
6.4.4.1 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.
6.4.4.2 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.
6.4.4.3 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
6.5 Using 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 Agent

2. Graphical Signature of Empl. Responsible
3. Internal Attachment
4. Standard Attachment

5. 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.
6.6 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 Overview
Interactions . On clicking Add Note, the HR agent can post his query which will get saved under Interactions.
 Note
The 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.

7 Enabling ASK HR application on SAP
Cloud Platform
After you have established the generic Extension between SAP Cloud Platform and your SAP SuccessFactors
instance you need to enable the employee workspace application/ ASK HR application on your onboarded SAP
Cloud Platform extension sub-account.
Prerequisites
● Ensure that your onboarded SAP Cloud Platform extension sub-account is subscribed to our provider
employee workspace applications.
 Note
Our employee workspace applications/ ASK HR applications are multi-tenant. Cloud Platform
applications are available as provider accounts hosted by SAP. Consumers do not deploy applications
in their sub-accounts, but simply subscribe to provider applications. As a result, a subscription is
created in the consumer sub-account.
● Ensure that you have SuccessFactors Employee Center Service Center license.
● Create a ticket in the SAP Support portal ticket on component LOD-SF-EC-SRV.
Procedure
1. Create a ticket in the SAP Support portal ticket on component LOD-SF-EC-SRV.

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

Enabling ASK HR application on SAP Cloud Platform PUBLIC 35
3. You need to establish the connectivity between your SAP SuccessFactors instance and your SAP Cloud for
Service tenant. This is done via configuration of destinations.
 Note
A destination defines the back end connectivity and is a URL to which requests are forwarded.
4. To view all required and optional destinations for our employee workspace application you have to:
a. Logon to SAP Cloud Platform Cockpit.
b. Select your Extension Platform Account.
c. Navigate to Applications Subscriptions HTML5 Applications . Click askhr application.
5. You can view all required and optional possible destinations for our employee workspace / ASK HR
application. In column Mapped Subaccount Destination you can find some default names you can use
later when you create the corresponding destinations. We recommend that you use the default names for
your destinations later thus the destinations are automatically mapped without the need to adjust the
mapping.
6. To get the employee workspace / ASK HR application running you need to connect the application to your
SAP SuccessFactors instance destination and to your SAP Cloud for Service tenant.
a. Logon to your Global platform account to enter the SAP Cloud Platform Cockpit.

36 PUBLIC Enabling ASK HR application on SAP Cloud Platform
b. Select your Extension platform account.
c. In the navigation panel select Connectivity Destinations .
7. Create connectivity to your SAP Cloud for Service tenant. Create destination ‘CloudForCustomer’ on
extension account level. Enter the following data:
○ Name = CloudForCustomer
○ Type = HTTP
○ Description = HCP Solution to avoid cross-origin
○ URL = https://<YOUR C4C tenantID>.crm.ondemand.com
Example: https://my111111.crm.ondemand.com
○ Proxy Type = Internet
○ Authentication = Basic Authentication
○ User/Password = <Business User in C4C plus password>
You need to create in your SAP Cloud for Service tenant a corresponding business user and password who
is authorized to call OData APIs. Ensure that all the following work centers are configured for the Business
user to call oData API’s:
Work Center/View ID Work Center View Name
BPM_EMPLOYEES Administrator Employees
SEOD_TICKETMD_SADL_WCVIEW Service Tickets
CRM_SERVICECATEGORIES Service Entitlements Service Categories
Save your entries.
8. Create connectivity to your SAP SuccessFactors Instance. Creating destination ‘Bizx_Odata’ on extension
account level. Before you start you have to register your application as OAUTH2 client application in your
SAP SuccessFactors instance. To register:
a. Logon to your SuccessFactors instance as admin user.
b. Navigate to Admin Tools to Manage OAUTH2 client application.
c. Create an entry for your application.
Refer section Creating an OAuth2 authorization between SAP Cloud Platform and BiZx for more details.

To create Connectivity to your SAP SuccessFactors Instance:
1. Login to your Global platform account to enter the SAP Cloud Platform Cockpit.
2. Select your Extension platform account.
3. In the navigation panel select Connectivity Destinations .
4. Enter data as shown below:
○ Name = ‘Bizx_Odata’
○ URL = <https://api2.successfactors.eu/odata/v2 >
○ 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’>
 Note
To improve the performance of AskHR add skipUserAttributesResolution=true in Additional

Properties and save it.
○ companyId = <enter your SuccessFactors company ID, for example ‘exa1234’>
Save your entries.
 Note
For more details, you can see the list of data centers and their corresponding URLs in the List of Data
Center URLs for configuring BiZx oData Destination section of this handbook.
9. <Optional>: Configuring Priority field for ASK HR.

You can hide the Priority field for the employees by configuring certain settings on the Destination
Configuration page. If the Priority field is hidden on the user interface, then an employee will not be able to
manually set the Priority for any ticket they create on the ASK HR application.
a. Under Destination Configuration, click Edit.
b. For the first time users, you must create a new hidePriorityField identifier. To create a new identifier,
click New Property. Two empty fields appear under Additional Properties.
c. In the first field enter the name of the identifier as hidePriorityField.
d. To make the Priority field visible for employees on the ASK HR interface, you must enter no for the
hidePriorityField field. To hide the Priority field for employees on the ASK HR interface, you must enter
yes for the hidePriorityField field.
 Note
The text 'yes' or 'no' that you enter is case sensitive. Ensure that you use lower case letters. If you
enter any other text, then the application will not consider it and by default the Priority field will be
visible for the employees on the ASK HR user interface.
e. Click Save.
10. Create connectivity to your javaproxy.
a. In the navigation panel select Applications Subscriptions .

b. On the Subscribed Java Applications page, under Application, click javaproxy.
c. Copy the url listed under Application URL.

38 PUBLIC Enabling ASK HR application on SAP Cloud Platform
d. In the navigation panel select Connectivity Destinations .
e. To create a new destination, click New Destination.
f. Configure the new destination by entering the following values underDestination Configuration.
○ Name = ‘javaproxy'
○ Type = 'HTTP'
○ Description = 'Describe the new destination configuration'
○ URL = <Paste the javaproxy URL you copied from Application URL>
○ Proxy Type = 'Internet'
○ Authentication = 'AppToAppSSO'
g. Click Save to save our changes.
11. <Optional>: Create connectivity to an open search compliant Knowledge base / SAP Jam collaboration.
You can also create the corresponding connectivity to any open search compliant knowledge base and SAP
Jam. To configure SAP Jam as the Knowledge Base, refer section Configuring Knowledge Base.
 Note
OpenSearch destination should be added only after you configure Knowledge Base.
Related Information
List of Data Center URLs for configuring BiZx oData Destination [page 65]
Configuring Knowledge Base [page 44]

8 Enabling ASK HR on SuccessFactors
Employee Central home page
In this section we enable the application in the SuccessFactors instance.
1. Login to SuccessFactors Employee Central.

2. Go to People Search, and search for Extensions.
3. Under Extension Directory click the  icon to create an extension.
4. On the Create Extension page, select the SuccessFactors Extensions from the Template Source drop
down and then click the SF Starter Extension.
5. After the extension is created successfully, from the Content Management drop down on the left, select
Apps.
1. On the Apps page, click the icon to create a New App.
2. From the Properties pane, under the General tab, click Browse. Select the App Resource as askhr.
3. You can now change the app name to a name of your choice. Follow the steps below to change the app
name.
1. From the Intent Navigation section, type Home (case sensitive) for the Semantic Object field and
show (case sensitive) for the Action field.
6. Click Catalogs. Click the icon to assign a new catalog.
7. Click Save to save your changes,
8. Click Publish to publish the app.
9. After the app is successfully published, copy the web URL address (to be used later).
10. Login to provisioning, go to company settings and enable the Enable Service Center Add-On. Now, you
need to paste the web URL that you copied in the previous step.
 Note
To improve the performance of AskHR, add getProviderUserRoles=false at the end of the URL and save
it.
11. Login to SuccessFactors Employee Central, you will now be able to see the ASK HR option on the top. You
can now use this option to create a ticket using the ASK HR application.

40 PUBLIC Enabling ASK HR on SuccessFactors Employee Central home page
9 Configuring ASK HR application
9.1 Renaming application name 'ASK HR' to customer

specific name
You have an 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 the steps mentioned
below:
Procedure
1. Login 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.
9.2 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 SuccessFactors
instance.
Context
Prerequisites
Ensure that you have administrator privileges to maintain service contact data.

Configuring ASK HR application PUBLIC 41
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
9.2.1 Maintaining Contact HR data
On your SuccessFactors instance you can enable Contact HR on ASK HR application by applying some
permission settings.
Context
Prerequisites
Ensure that you have administrator privileges to maintain contact HR data.
Follow the steps as stated below to maintain contact data:
Procedure
1. Login to your SuccesFactors instance, search and click Manage Data.

2. On the Manage Data page, in the ServiceDeskContactSupportInformation area, create contact details for
your company (this is one to many mapping, so you can configure one support email and multiple country
specific information).
3. Provide the view only permission for all employees. To achieve this:
1. Select the Manage Permission Roles

2. Select permission role Employee Self Service and click Permissions.
3. On the Permission settings page go to:
1. Miscellaneous Permissions, select only view option for Service Center contact information. and
click Done.
2. Employee Central API, select all permissions.
3. Manage Integration Tools, select all permissions.

42 PUBLIC Configuring ASK HR application
4. Click Finished to save changes.
4. Click Save Changes to save all.
9.2.2 Disabling the Contact HR tab
Context
Prerequisites
● Ensure that you have configured destination as Bizx_Odata.
To hide the fields from the User Interface, you must follow the steps below:
Procedure
1. Go to SAP Cloud Platform cockpit.

2. Select your Extension Platform Account.
3. From Subaccounts, select your subaccount.
4. Select Connectivity Destinations Bizx_Odata .

5. Under Destination Configuration, click Edit.
6. Click New Property. Add disableContactTab identifier from the drop down.
7. To make the Contact HR tab enable for employees on the ASK HR interface, you must enter no for the
disableContactTab field. To disable the Contact HR tab for employees on the ASK HR interface, you must
enter yes for the disableContactTab field.
 Note
The text 'yes' or 'no' that you enter is case sensitive. Ensure that you use lower case letters. If you enter
any other text, then the application will not consider it and by default the Contact HR tab will be visible
for the employees on the ASK HR user interface.
8. Click Save.
 Note
After all the configurations are saved, on the landing page of the ASK HR application you will be able to
see the contact HR tile as grayed out.

9.3 Configuring Knowledge Base
Searching the Knowledge Base is quite a useful approach for an employee who is facing a commonly faced
issue, the solution for which may exist in the configured Knowledge Base. In such a scenario, the employee may
search the Knowledge Base with specific keyword(s) and if the solution exists, there is no need for the
employee to create an HR ticket. A Knowledge Base could be any one of these:
● SAP Jam
● MindTouch
Prerequisites
● Before you configure the Knowledge Base, ensure that your Jam instance is integrated with your BizX
instance.
9.3.1 Configuring SAP Jam as destination in SAP Cloud

Platform
Context
Prerequisites
Before you start configuring SAP Jam as your Knowledge Base, ensure that you have a:
1. Supported SAP Jam Advanced Plus version

2. SAP Jam account
Procedure
To configure SAP Jam account as destination in SAP Cloud Platform, follow the steps listed in Integrations
using SAP Jam API for applications on SAP Cloud Platform.

9.3.2 Disabling the fields from the Search tab in Knowledge
Base
Context
Prerequisites
● Ensure that you have configured destination as sap_jam_odata for SAP Jam, or OpenSearch_Odata for
OpenSearch.
To hide the fields from the User Interface, you must follow the steps below:
Procedure
1. Go to the Destinations page.

2. Select the applicable destination (sap_jam_odata or OpenSearch_Odata).
3. Click Edit on the Destination Configuration.
4. Click New Property on the Additional Properties and add hideField identifier in the drop down.
5. Enter the following hideField values separated by a comma (without space) for each hideField identifier.
Also, the hideField values are case-sensitive.
Table 8:
To configure for Supported Fields hideField value
SAP Jam Description Description
LastModifiedAt LastModifiedAt
Views Count ViewsCount
Likes Count LikesCount

To configure for Supported Fields hideField value
OpenSearch Description content
Date updated updated
Rating score
If you want to hide Description and Views Count fields on SAP Jam, then enter the hideField value as
shown below:
 Note
By default, all the supported fields are visible on the User Interface if the hideField parameter is not
specified in the destination parameters. Display of the Title field is mandatory and you will not be able
to disable it from the User Interface.
6. Click Save.
9.4 Enabling ASK HR application on SAP SuccessFactors

modules
To enable ASK HR application on SAP SuccessFactors modules you must edit the permission settings in Admin
Center.
Context
For existing customers, the ASK HR application is enabled on all SAP SuccessFactors modules. However, for
new customers the ASK HR application is disabled by default. To enable, you must follow the steps as stated
below:
Procedure
1. Go to Admin Center and choose Manage Permission Roles.

2. Select the role for which you want to maintain the permission. To enable the ASK HR application, under
Permission Settings click Permissions....
3. Under User Permissions, select Service Center and select the Access Service Center checkbox.
If the Access Service Center check box is not selected, then the ASK HR application will not be visible on
the SAP SuccessFactors modules.

4. Click Confirm to save the changes.
Results
The ASK HR application will now appear on all supported SAP SuccessFactors modules.
9.5 Configuring ASK HR in different locales
9.5.1 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
● Dutch
● Swedish
● Spanish
● Italian
● Romanian
● Japanese
● Finnish
● Arabic
● French (Canadian)
● Portuguese (Brazil)
● Czech
● Turkish
● Hungarian
● Chinese (Simplified Chinese)
● Polish
● Bulgarian
● Russian
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.
 Note
If you select the language 'Arabic', ensure that you have upgraded the SAPUI5 version to 1.52.

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
Launching ASK HR application in a new language [page 48]

Upgrading ASK HR to SAPUI5 version (1.60) [page 49]
9.5.2 Launching ASK HR application in a new language
After the supported languages appear on your 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 SuccessFactors instance using administrator privileges.

2. From the extreme top right corner under Admin, click Options.
3. On the Options page, click Change Language
4. From the displayed language options, select the language you want to switch to and click Switch.
Results
This will redirect you to the 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 47]
9.6 Configuring SAPUI5 version for ASK HR
9.6.1 Upgrading ASK HR to SAPUI5 version (1.60)
To upgrade your existing SAPUI5 version to 1.60 you must edit the settings in Admin Center.
Context
To get the latest UI changes of the application you must upgrade the version to 1.60. To upgrade the version you
must edit the permission settings in Admin Center as mentioned below.
Procedure
1. Go to People Search, and search for Extensions.

2. On the Custom External Module page, select the ASK HR tile and click Edit.
3. On the ASK HR page click  Settings button.
4. To change the SAPUI5 version click Edit from the footer of the page.

5. Under System Settings click the drop down for SAPUI5 version and select the version you want to upgrade
to.
6. Click Save to save our changes.
7. After the changes are saved, click  Publish button.
8. On the Publish dialog, enable the Clear HTML5 application cache option and click Publish to publish the
changes.
Next Steps
Follow the steps to enable the supported theme for the selected SAPUI5 version from Theme Manager.
Related Information
Enabling supported theme for SAPUI5 version from Theme Manager [page 50]
9.6.1.1 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

If the SAPUI5 version is ... Select the theme as ...
1.44 SAP Belize (light flavor)
Next Steps
For the selected theme to reflect you must logout and login back to the system.

10 Troubleshooting
10.1 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 downtime

Check this http://www.sap.com/about/agreements/cloud-services.html?search=service%20level
%20agreement&sort=latest_asc page to confirm if it is a system planned downtime. This page lists the
SERVICE LEVEL AGREEMENT FOR SAP CLOUD SERVICES in different languages. Check the one
appropriate to you.
● System un-planned downtime
If the system is not down due to a planned downtime then you need to contact your system administrator.
10.2 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.
10.3 Scenario 3: SAP Cloud Platform stops responding
Description

52 PUBLIC Troubleshooting
You may know that the SAP Cloud Platform is down if the ASK HR application fails to load. This may occur if the
SAP Cloud Platform is in the maintenance and it is a planned down time.
Workaround
This error may occur due to one of the following reasons:
● System planned downtime

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

Troubleshooting PUBLIC 53
11 Validating the ASK HR application
Prerequisites
1. You must have a testuser account to validate if the ASK HR application is configured to use or not.
Knowledge Base configured
The following screen appears if the Knowledge Base as SAP Jam is configured.
Knowledge Base not configured
The following screen appears if the Knowledge Base as SAP Jam is not configured.

54 PUBLIC Validating the ASK HR application
Contact Information configured
The following screen appears if the Contact Information is configured.

Validating the ASK HR application PUBLIC 55
Contact Information not configured
The following screen appears if the Contact Information is not configured.

56 PUBLIC Validating the ASK HR application
12 Upgrading Employee Central Service
Center to Fiori UI
Soon, you will be able to upgrade your Employee Central Service Center to the Fiori UI, we recommend that you
wait until we are able to provide a smooth and simple migration process that will minimize any effort on your
part, and ensure your specific configuration (such as ticket statuses and custom fields) are migrated.

Upgrading Employee Central Service Center to Fiori UI PUBLIC 57
13 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.
13.1 Prerequisites
1. Ensure that the ASKHR application is enabled on desktop.

2. Ensure that the integration between 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 Admin access to MDF OData API role-based permission.

58 PUBLIC Configuring ASK HR application on mobile devices
13.2 Generating OAuth X509 Key in SAP SuccessFactors
Prerequisites
You need to have permissions for accessing the Integration Center application in the SAP SuccessFactors
system.
Context
You have to generate the X.509 certificate in the SAP SuccessFactors system. Later on, you will add this
certificate as a trusted identity provider in SAP Cloud Platform.
Procedure
1. Log on to the SAP SuccessFactors system, and go to the Integration Center.

2. In the Integration Center, choose the Security Center tile and then choose the OAuth X509 Keys.
3. Choose Add to create a new OAuth X509 key.
4. In the Configuration Name, enter servicecenter for OAuth X509 key.
5. In the Common Name field, replace the asterisk (*) with only the SAP SuccessFactors company ID. For
example, "COMPANYID."
Do not enter domain "successfactor.com" with the SAP SuccessFactors company ID.
6. The Description, Issued By, Organization, Organization Unit, Locality, State/Province, and Country, Valid for
fields are optional. You can fill them in as you like, there are no special requirements.
7. Choose Regenerate and Save. Choose OK when you are asked to confirm this operation.
8. Enter the Signature Algorithm as SHA256WithRSA.
9. Choose Download X509 Certificate and save the certificate on your local file system.
 Note
By 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

Configuring ASK HR application on mobile devices PUBLIC 59
○ Creating SAP Cloud Platform OAuth Client
and while
○ Creating Trusted Identity Provider in SAP Cloud Platform Cockpit
● Ensure that you use the downloaded certificate details in the Signing Certificate field you configure while
creating Trusted Identity Provider in SAP Cloud Platform Cockpits.
13.3 Creating SAP Cloud Platform OAuth Client
Context
You have to create an OAuth client in SAP Cloud Platform with ID and secret. Later on, you will add these client
ID and secret when creating the outbound OAuth configuration in SAP SuccessFactors system.
Procedure
1. Go to the SAP Cloud Platform cockpit and open the extension subaccount. For more information, see
related link.
2. Choose Security OAuth . Choose the Clients tab.

3. Choose Register New Client. The ID is automatically generated.
4. Enter the name of the client as servicecenter.
5. In the Subscription field, select the provider account which is followed by "javaproxy" keyword. For
example, “<provider account>/javaproxy”.
6. In the Authorization Grant field, select Client Credentials.
7. In the Secret field, define a password of your choice.
8. Choose Save.
Next Steps
● Ensure that ID created after registering a new client is used later as the Client ID field you configure while
creating Outbound OAuth Configuration in SAP SuccessFactors.
● Ensure that password you specify for the Secret field is also used later as the client name field you
configure while creating Outbound OAuth Configuration in SAP SuccessFactors.

13.4 Creating Trusted Identity Provider in SAP Cloud
Platform Cockpit
Prerequisites
You have created an OAuth X509 key and have saved the X509 certificate on your local file system.
Context
Register the certificate you downloaded when generating the OAuth X509 key in the SAP Cloud Platform
cockpit.
Procedure
1. Go to SAP Cloud 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 will
be 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.
 Note
If there is no single lout (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 file 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.

 Note
You don't need to change anything in the rest of the fields.
15. Choose Save.
13.5 Creating Outbound OAuth Configuration in SAP

SuccessFactors
Prerequisites
● You have an SAP Cloud 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 Cloud
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

2. In the Integration Center, choose the Security Center tile and then choose the Outbound OAuth
Configurations.
3. Choose 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 Cloud
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 Cloud Platform cockpit.
8. In the Token URL field, paste the value of the Token URL from the Token Endpoint field in the SAP Cloud
Platform cockpit 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 Cloud Platform account from the
SAP Cloud Platform cockpit.
 Note
Open the SAP Cloud 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 Cloud Platform cockpit.
13. In the X509 Keys, select the OAuth X509 key you created.
14. Choose Save.
13.6 Configuring Destination Settings in Integration Center
Prerequisites
● You have an SAP Cloud 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 Cloud
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

2. In the Integration Center, choose the Security Center tile and then choose Destination Settings.
3. In ECSCJavaProxy Server Settings enter the name.

 Example
If the URL is https://abc.ondemand.com/javaproxy then the URL that you must enter here must be
https://abc.ondemand.com. You must not mention javaproxy.
4. Select Type as REST.

5. Enter the value for the Endpoint URL as the javaproxy URL from SAP Cloud Platform cockpit.
6. Select the Authentication Type as None.
7. Choose Save.
13.7 Enabling ASK HR on the SAP SuccessFactors Mobile

App
To enable the ASK HR on mobile devices you must go to Admin Center to enable certain settings.
Context
Before you enable the ASK HR application on mobile ensure that ASK HR on the web is configured and turned
on.
Follow the steps below to enable ASK HR application on your mobile device.
Procedure
Go to Admin Center Mobile Settings Enable Mobile Features Modules Employee Central and select
the HR Service Center option.
Results
You can create and modify Ask HR tickets using the SAP SuccessFactors Mobile app.

14 Appendix
14.1 Creating an OAuth2 authorization between SAP Cloud

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

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

Destination
You can search for the right set of URLs that must be used for configuring BiZx oData Destination in SAP Cloud
Platform.
We have the following list of URLs for different data centers.
Data Center Type of URL Production System URL SalesDemo System URL Preview System URL
DC2 URL https:// https:// https://

api2.successfactors.eu api2.successfactors.eu api2preview.sapsf.eu/
/odata/v2 :443/oauth/token> odata/v2
https://
apisalesdemo2.succes
sfactors.eu/odata/v2

Appendix PUBLIC 65
DC2 Token Service URL https:// https:// https://

api2.successfactors.eu apisalesdemo2.succes api2preview.sapsf.eu:
:443/oauth/token sfactors.eu:443/ 443/oauth/token
oauth/token

api4.successfactors.co api2.successfactors.eu api4preview.sapsf.com
m/odata/v2 :443/oauth/token" /odata/v2
scope="external">http
s://
apisalesdemo4.succes
sfactors.com/
odata/v2

api4.successfactors.co apisalesdemo4.succes api4preview.sapsf.com
m:443/oauth/token sfactors.com:443/ :443/oauth/token
oauth/token
DC5 URL https:// https://

api5.successfactors.eu api12preview.sapsf.eu/
/odata/v2 odata/v2
DC5 Token Service URL https:// https://

api5.successfactors.eu api12preview.sapsf.eu:
:443/oauth/token 443/oauth/token

m/odata/v2 sfactors.com/ /odata/v2
odata/v2

m:443/oauth/token sfactors.com:443/ :443/oauth/token
oauth/token

api10.successfactors.c api10preview.sapsf.co
om/odata/v2 m/odata/v2

api10.successfactors.c api10preview.sapsf.co
om:443/oauth/token m:443/oauth/token
DC15 URL https://api15.sapsf.cn/

odata/v2
DC15 Token Service URL https://api15.sapsf.cn:

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

odata/v2
DC16 Token Service URL https://api16.sapsf.eu:

443/oauth/token

api17.sapsf.com/ api17preview.sapsf.co
odata/v2 m/odata/v2

66 PUBLIC Appendix

api17.sapsf.com:443/ api17preview.sapsf.co
oauth/token m:443/oauth/token

api18.sapsf.com/ api18preview.sapsf.co
odata/v2 m/odata/v2


api19.sapsf.com api19preview.sapsf.co
m


Appendix PUBLIC 67
Important Disclaimers and Legal Information
Hyperlinks
Some links are classified by an icon and/or a mouseover text. These links provide additional information.
About the icons:
● 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.
Beta and Other Experimental Features

Experimental features are not part of the officially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by
SAP at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use
the experimental features in a live operating environment or with data that has not been sufficiently backed up.
The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your
feedback (e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.
Example Code
Any software coding and/or code snippets are examples. They are not for productive use. The example code is only intended to better explain and visualize the syntax
and phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of
example code unless damages have been caused by SAP's gross negligence or willful misconduct.
Gender-Related Language
We try not to use gender-specific word forms and formulations. As appropriate for context and readability, SAP may use masculine word forms to refer to all genders.
Videos Hosted on External Platforms

Some videos may point to third-party video hosting platforms. SAP cannot guarantee the future availability of videos stored on these platforms. Furthermore, any
advertisements or other content hosted on these platforms (for example, suggested videos or by navigating to other videos hosted on the same site), are not within
the control or responsibility of SAP.

68 PUBLIC Important Disclaimers and Legal Information
Important Disclaimers and Legal Information PUBLIC 69
www.sap.com/contactsap
© 2020 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form

or for any purpose without the express permission of SAP SE or an SAP
affiliate company. The information contained herein may be changed
without prior notice.
Some software products marketed by SAP SE and its distributors

contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for

informational purposes only, without representation or warranty of any
kind, and SAP or its affiliated companies shall not be liable for errors or
omissions with respect to the materials. The only warranties for SAP or
SAP affiliate company products and services are those that are set forth
in the express warranty statements accompanying such products and
services, if any. Nothing herein should be construed as constituting an
additional warranty.
SAP and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP
SE (or an SAP affiliate company) in Germany and other countries. All
other product and service names mentioned are the trademarks of their
respective companies.
Please see https://www.sap.com/about/legal/trademark.html for

additional trademark information and notices.
THE BEST RUN

Implementing Employee Central Service Center: Implementation Guide - Public Document Version: Q4 2019 - 2020-01-24

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Implementing Employee Central Service Center: Implementation Guide - Public Document Version: Q4 2019 - 2020-01-24

Uploaded by

Copyright:

Available Formats

IMPLEMENTATION GUIDE | PUBLIC

Document Version: Q4 2019 – 2020-01-24

Implementing Employee Central Service Center

THE BEST RUN

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

2 What's New in Implementing Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . 5

3 About Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

4 Prerequisites for Setting up Employee Central Service Center. . . . . . . . . . . . . . . . . . . . . . . . . 12

5 Configuring SuccessFactors Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

6 Configuring SAP Cloud for Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

7 Enabling ASK HR application on SAP Cloud Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

8 Enabling ASK HR on SuccessFactors Employee Central home page. . . . . . . . . . . . . . . . . . . . . 40

9 Configuring ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Implementing Employee Central Service Center

11 Validating the ASK HR application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

12 Upgrading Employee Central Service Center to Fiori UI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

13 Configuring ASK HR application on mobile devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Implementing Employee Central Service Center

If that's not what you're looking for, try these guides:

Implementing Employee Central Service Center

Table 1: Changes to this Guide in Q4 2019

What's New Description More Information

Table 2: Changes to this Guide in Q3 2019

What's New Description More Information

Implementing Employee Central Service Center

What's New Description More Information

Table 4: Changes to this Guide in Q1 2019

What's New Description More Information

Changed "SAP Cloud for Product name change Entire document

Table 5: Changes to this Guide in Q4 2018

What's New Description More Information

Implementing Employee Central Service Center

Implementing Employee Central Service Center

Prerequisites for Setting

Before You Begin [page

Configuring SAP Cloud for

Adding internal notes to a

Using Attachment Types

Scenario 2: Employee not

Before Starting: Am I read­

Configuring SAP Cloud for

Enabling Employee Sup­

Configuring Service Sce­

Implementing Employee Central Service Center

What's New Description More Information

Implementing Employee Central Service Center

Key capabilities offered by Employee Central Service Center:

Making a phone call, or

Implementing Employee Central Service Center

● SuccessFactor Employee Central

3.2 Before You Begin

To achieve this you must:

● Consider the Release schedules in your project schedule by:

Implementing Employee Central Service Center

To achieve this, you must have access to Employee Central

Implementing Employee Central Service Center

SAP Cloud Platform account

How to get access to SAP Cloud Platform Cockpit and Global

The user (s-user) who is entered in the purchasing request

How to get the Productive SAP Cloud Platform extension

For this you must initiate the extension implementation in

SAP Cloud Platform Integration account

4.1 Implementation Sequence

Before Starting: Am I read

Enabling Employee Sup

Configuring Service Sce

Integration related to ticket data through SAP Cloud for Cus