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SAP SuccessFactors Employee Central Service Center

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Because employees expect HR experiences to be in-line with what they’re used to in their personal lives, information must be personalized, contextual, and easily accessible – where and when they need it – through their preferred communication channel. The SAP SuccessFactors Employee Central Service Center solution provides employees with personalized HR policy information and the ability to reach out to the HR help desk directly through the system by phone or by e-mail.

Key features

Ask HR

Provide employees with relevant information from your knowledge base, depending on where they are in the SAP SuccessFactors HCM Suite, with the Ask HR link. This centralized knowledge content allows HR to provide consistent, accurate HR information to employees. If they still need additional assistance, employees can open a ticket, place a call, initiate a chat session, or write an e-mail, all from the Ask HR screen. The system knows who and where they are, so they don’t have to enter this information. They can also view the status of their existing requests.

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HR ticketing

Give HR service representatives access to pertinent employee information, right from their agent workspace and without having to access multiple systems, so they can address issues more efficiently. Flexible permission controls ensure that agents only see the employee information that is required to resolve an issue, and integration into the SAP SuccessFactors HCM Suite means that agents can make immediate adjustments to employee records. Requests are automatically routed to the appropriate individual or group via configurable rules.

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Embedded analytics

Gain actionable insights into employee interactions, such as service-level agreements, frequently-raised issues, bottlenecks, and the quality of the resolutions provided with operational management dashboards that access a single source of information about all HR service-related issues. With embedded analytics, you can build your own reports or use the predefined service-level agreement compliance reports.

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Resources to explore

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