Implementation Guide INTERNAL

SAP SuccessFactors Employee Central

Document Version: Q3 2016 – August 26

Employee Central Service Center

Content

1 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2 Implementation Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3 Configuring SuccessFactors Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

4 Configuring SAP Hybris Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

5 Configuring the Service Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

6 Enabling the Ask HR Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

7 Customizing the Ask HR template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Employee Central Service Center

2 INTERNAL Content
1 Overview

This guide describes how to implement the Employee Central Service Center.

These steps are required:

● Configuring SuccessFactors Extensions [page 6]

● Configuring SAP Hybris Cloud for Customer [page 8]
● Configuring the Service Portal [page 9]
● Enabling the Ask HR Feature [page 14],

Required Knowledge

We recommend that the consultant performing the implementation has the following implementation and
configuration knowledge: SuccessFactors Employee Central, SAP Hybris Cloud for Customer (with Service scope),
SAP HANA Cloud Portal, and SAP HANA Cloud Platform.

Support Process

Table 1:

If you have issues regarding... Do this to get support:

SAP HANA Cloud Platform SAP HANA Cloud Platform: Log an issue related to your Exten­
sion integration configuration between SAP SuccessFactors
SAP HANA Cloud Portal
and SAP HANA Cloud Platform on the SAP support https://
support.sap.com BCP component: BC-NEO-CIS.

SAP HANA Cloud Portal: Log issues related to templates on

the SAP support page on BCP component: EP-OD.

SAP Hybris Cloud for Customer (C4C) Log an issue using the Report Incident functionality in the SAP
Hybris Cloud for Customer system. You can also use this
channel to address issues related to the ticket screens on the
AskHR application.

SuccessFactors Employee Central Log an issue on the Support Portal at

https://support.sap.com/home.html

Employee Central Service Center

Overview INTERNAL 3
Before You Begin

Before starting the implementation, make sure that these systems are available:

● SuccessFactors Employee Central. (Make sure the company is available and provisioned.)
● SAP HANA Cloud Platform. (Make sure the tenant is available and the account is set up.)
● SAP Hybris Cloud for Customer is set up with Service Scope (make sure the test tenant is available).

Note
SAP Hybris Cloud for Customer: The customer will first receive a test tenant. Once the customer is
convinced that the tenant can be moved to production then the key user can request the productive tenant.
Since the URL of the productive tenant will differ from the test tenant, it must be connected to the
productive HANA Cloud Portal. Additionally, it must be connected to the newly onboarded SAP HANA Cloud
Platform/Portal account integrated with your productive SuccessFactors Employee Central instance.

Contact SuccessFactors Product Management to get your Employee Central Service Center template (WAR file).

More Information

For more information about the Employee Central Service Center, see Employee Central Service Center (User
Guide for Employees) and Employee Central Service Center (User Guide for HR Service Representatives) on the
SAP Help Portal at http://help.sap.com/hr_ec/.

Employee Central Service Center

4 INTERNAL Overview
2 Implementation Sequence

This table shows you who is responsible for which step in configuring Employee Central Service Center.

The assumption is that the solution is deployed on a test landscape before moving to production, and will undergo
customization according to customer requirements.

Table 2:
Step

Prerequisites The customer has bought SAP SuccessFactors Employee Central

Provisioning access and Admin User are available.

Customer has decided whether or not an external knowledge base should be integrated (Open Search
must be followed to allow partners to connect).

Before you begin Customer has bought Employee Central Service Center. SAP CRM solution will create tenant requests for
SAP Hybris Cloud for Customer and HANA Cloud Portal/Platform. As part of the provisioning process, a
SAP HANA global account is then provisioned for the SAP HANA Cloud Platform account.

1. SAP Hybris Cloud for Customer operations will start with tenant provisioning.
When this step is finished the customer will receive an email with the SAP Hybris Cloud for Customer
test tenant URL and a separate email with the SAP Hybris Cloud for Customer user (the S-user en­
tered on the purchasing request form automatically receives these emails).

2.You will get a SAP HANA Cloud Platform Global account and will also have access to the SAP HANA
Cloud Platform cockpit. As a result:

● Customer gets a URL for the SAP HANA Cloud Platform cockpit from where the customer can admin­
ister the SAP HANA Cloud Platform account.
● The S-user that is entered in the purchasing request form receives administrator rights automatically.
Sometimes a customer/partner wants a different or additional S-user as an Administrator of the SAP
HANA Cloud Platform account. This must be requested separately by a BCP incident on BC-NEO-CIS
component.

SuccessFactors Use the automated configuration described in the SAP HANA Cloud Platform, Extension Package for Suc­
Extensions cessFactors Implementation Guide, and thus create an SAP HANA Cloud Platform account, configure the
security settings and the integrated extension management for the package only with a few clicks.

SAP Hybris Cloud 1. SAP Hybris Cloud for Customer configuration. It is required to set up the Employee support scenario in
for Customer SAP Hybris Cloud for Customer

2. Employee Central - SAP Hybris Cloud for Customer employee replication

Service Portal 1. Create and configure destinations between HANA Cloud Portal and SeOD/SAP Hybris Cloud for Cus­
tomer

2. Deploy the WAR file before proceeding with the template changes

3. Perform Employee Central Service Center template changes

Optional:

Create and configure destinations between HANA Cloud Portal and OpenSearch Provider

Ask HR Feature Set provisioning flag and URL

Employee Central Service Center

Implementation Sequence INTERNAL 5
3 Configuring SuccessFactors Extensions

The first step in implementing the Employee Central Service Center is to configure SuccessFactors extensions.

Context

We recommend you to follow the following steps from the SAP HANA Cloud Platform Extension Package
Implementation Guide :

1. Configure the Extension Package see section Configuring Extension Package for SuccessFactors in the SAP
HANA Cloud Platform Extension Package.
2. Deploy the Extension Application on the Cloud, see section Deploy the Extension Application on the Cloud in
the in the SAP HANA Cloud Platform Extension Package.
3. Register the Extension Application as an Authorized Assertion Consumer Service, see section Register the
Extension Application as an Authorized Assertion Consumer Service in the SAP HANA Cloud Platform
Extension Package.
4. Configure the Extension Applications's Connectivity to SuccessFactors, see section Configure the Extension
Applications's Connectivity to SuccessFactors in the SAP HANA Cloud Platform Extension Package.

If you need to choose the manual configuration as described in the guide, ensure that the Employee Central OData
API is checked and the ‘Disable OData API’ is disabled, as described below.

Procedure

1. API Provisioning - Configure Employee Central remote API access privileges for the service user (OData).
a. Log on to SuccessFactors Provisioning.
b. Select Company Company Settings Web Service .
c. Make sure that the flag for Employee Central OData API is checked and the flag for Disable OData API is
not checked.

Employee Central Service Center

6 INTERNAL Configuring SuccessFactors Extensions
2. After the automated Configuration, check if the authorization in your SuccessFactors system is granted.
3. Authorization for the Extensions link using Role-Based Permissions - You must have Company System and
Logo Settings permission. This is because the "theming" feature has the same role-based permission. To do
this, in your Employee Central instance, log in as an admin user and go to Admin Tools Company
Settings .

Employee Central Service Center

Configuring SuccessFactors Extensions INTERNAL 7
4 Configuring SAP Hybris Cloud for
Customer

The second step in implementing Employee Central Service Center is to configure SAP Hybris Cloud for Customer.

Prerequisites

Ensure that the tenant is available in SAP Hybris Cloud for Customer (with Service Scope).

Procedure

1. See http://help.sap.com/cloud4customer for information on SAP Hybris Cloud for Customer. See the
administrator and user guides.
2. Configure all steps that are required to perform the Employee support scenario.

3. Set up the SuccessFactors Employee Central user replication. For details, please go to the SAP Support
Portal Installation and Upgrade Guides Cloud Solutions from SAP SAP Hybris Cloud for Customer
INTEGRATION: EC Service Center + SAP Hybris Cloud for Customer .

Employee Central Service Center

8 INTERNAL Configuring SAP Hybris Cloud for Customer
5 Configuring the Service Portal

The third step in implementing Employee Central Service Center is to configure SAP Service Portal.

Prerequisites

Set up the Console Client. See the Console Client documentation.

Contact Employee Central Product Management to get the Employee Service Center Template (WAR file).

Procedure

We have two different system environments, namely a test and a prod environment. The following procedure
describes the steps required for the prod environment. This is quite similar to the test environment, the difference
being the use of Customer Test and prod app in the corresponding landscapes.

1. Note
Setup the Test Landscape and use the SeOD test application.

Create and configure destinations (the connection between SAP HANA Cloud Portal and SeOD/SAP Hybris
Cloud for Customer). Go to SAP HANA Cloud Platform Cockpit Administration and select your account. There
are 3 destinations used: API_CUST, UI_CUST, and CUSTOMEROD. The three destinations are done on
different levels: one (CUSTOMEROD) on the HANA Cloud Portal subscription; the other two on the SeOD
subscription.

a. In SAP HANA Cloud Platform Cockpit Administration choose your platform account within your global
account and go to Services. In the right-hand table choose Portal Service then click on the link Configure
Portal Services.

Employee Central Service Center

Configuring the Service Portal INTERNAL 9
 1. Click New Destination, and you'll get this default screen:

2. Enter the following details to the Destination Configuration screen to create a new destination:
○ Name: customerod
○ URL: ****https://<seodapplication name><seod account>-<customer account id>.<HCP Data
center, f.e. us1>.hana.ondemand.com
○ ProxyType: Internet
○ Type: HTTP
○ CloudConnectorVersion: 2
○ Authentication: AppToAppSSO
○ ****URL to the productive SeOD application
3. Click Save. See the example which demonstrates what the Destination configuration could look like
now:

Figure 1: Sample Code

Employee Central Service Center

10 INTERNAL Configuring the Service Portal
 Figure 2: Sample User Interface

Sample Code
Service Portal configuration destinations (on the subscription to Portal application):

CUSTOMEROD
Name=customerod
URL=*****https\://”seodapplication””seodaccount”-”customer
tenant”.hana.ondemand.com
ProxyType=Internet
Type=HTTP
CloudConnectorVersion=1
Authentication=AppToAppSSO
__________________________________
****URL to the productive SeOD application

b. In the SAP HANA Cloud Platform Cockpit choose your platform account and go to Applications ->
Subscriptions. In the right-hand table choose the customer application SEODCUSTPROD. Now, go to
Destinations and create 2 new destinations: UI_CUST and API_CUST.
Note that the above should use the credentials and URL provided by SAP Hybris Cloud for Customer. This info
is sent once the account is provisioned.

Sample Code
Service Portal configuration destinations (on the subscription to SeOD application):

API Cust (example)

Type=HTTP
TrustAll=true
Authentication=BasicAuthentication
Name=API_CUST
CloudConnectorVersion=1
ProxyType=Internet
URL=*****https\://my300195.crm.ondemand.com
User=_COD_SRVINT
_______________________________
****URL to the customer CRM system
UI Cust
Type=HTTP
TrustAll=true
Authentication=BasicAuthentication
Name=UI_CUST
CloudConnectorVersion=1
ProxyType=Internet
URL=*****https\://my300195.crm.ondemand.com

Employee Central Service Center

Configuring the Service Portal INTERNAL 11
 User=APICONNECTION
_______________________________
****URL to the customer CRM system

2. To ensure the correct header is being displayed, the EC Service Center template (ask-hr.site.zip) must be
modified with the following changes:
a. For setting the "EC" property in the json, open the zipped export file.
b. Edit the details.json by searching for the "MAX_ROLE" string as this is another site property, similar to
the one you need to configure.
c. Add the EXTENSION_TYPE property next to MAX_ROLE, as shown below:

{
"key": "EXTENSION_TYPE",
"value": "EC"
},

d. Import the edited zipped file into Cloud Portal. Log on to the Employee Central instance, go to Admin Tools
Company Settings Extensions Add Extension Import Extension and browse for ask-hr.zip Once
the site was added after import, exporting the site again will already include the needed property with no
need to edit it again.
3. Deploy WAR file: from the SAP HANA Cloud Platform Cockpit, go to Java Applications, click Deploy Application
and browse for ecservicecenter.war, rename the file and click Deploy.

The client will have an ecservicecenter.war file deployed. The WAR file includes EC Service Center Template
and 3 widgets: OpenSearch, View Contact [“phone number widget”] and Support [Support is the smallest
widget with the links to create ticket, view contact, and the email]. Virtual machines per customer are included
until widgets are implemented as customizable.

When this is completed, SAP HANA Cloud Platform Cockpit Applications JAVA Applications is no
longer empty. Instead, you see Java Applicationsbe empty anymore, but show JAVA Applications. First state is
“Stopped”, then it must be started – state “Started” is shown.

4. Create and configure destinations (connection between SAP HANA Cloud Portal and OpenSearch provider) -
The integration to a knowledge base must be set up for each customer individually, and partner integration is
required. Go to Employee Central Admin Tools Company Settings Extensions Select the Ask HR
template/site Edit , navigate to the knowledge base user interface and click Edit.

Employee Central Service Center

12 INTERNAL Configuring the Service Portal
 It integrates with 3rd party solutions using the OpenSearch standard. For rendering the results with an
OpenSearch provider, replace the following default parameters:
○ Description: http://search.sap.com/opensearch/description
○ ResultText: summary
○ ResultDate: <leave empty>
○ StartIndex:1

Employee Central Service Center

Configuring the Service Portal INTERNAL 13
6 Enabling the Ask HR Feature

The fourth step in the process is to enable the Ask HR functionality for employees.

Procedure

1. In Employee Central Admin Centers go to Company Settings Extensions and hover over your Ask HR
Template/Site. You will see a link displayed.
2. Click this link and copy the URL from the window that opens up. Keep this URL handy for the upcoming steps.

3. Log on to SuccessFactors Provisioning.

4. Click Select Company Company Settings .

5. Select Enable Service Center Add-On, then enter the target URL to the consumption Cloud Portal default site
URL (The URL you copied in step 2).

Employee Central Service Center

14 INTERNAL Enabling the Ask HR Feature
7 Customizing the Ask HR template

The assumption is that the solution is deployed on a test landscape before moving to production, and will undergo
customization according to customer requirements.

Mandatory

● Log in to the SuccessFactors system and navigate to Admin tools extensions.

● Update the Contact widget to include customer-specific information related to phone details and e-mail
addresses.
● Set up the external knowledge base integration.

Optional

● Theming and Branding: Automatically available as part SuccessFactors Extension platform to automatically
apply theming to the service center
● SAP Hybris Cloud for Customer widgets: Rename, remove, and add columns to ticket table or ticket creation
widget.
● HR key user - Add out-of-the-box widgets from the content catalog for adding a range of different types of
content to the service center template. Update the zip file in the WAR file. https://help.hana.ondemand.com/
cloud_portal/frameset.htm?0a727cdc895b4afcb1c1b26cd7eeee14.html
● Add custom widgets to the service center template. Add spec.xml to WAR file. https://
help.hana.ondemand.com/cloud_portal/frameset.htm?d9f9f0bfbc594dbdbb01a0753d522d60.html
● Remove available widgets. Remove specxml from WAR file.

Employee Central Service Center

Customizing the Ask HR template INTERNAL 15
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Employee Central Service Center

16 INTERNAL Important Disclaimers and Legal Information
Employee Central Service Center
Important Disclaimers and Legal Information INTERNAL 17
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