Explaining the End-to-End HR Integration Between ESM and SuccessFactors

Objective

After completing this lesson, you will be able to explain how the end-to-end HR process works between ESM and SuccessFactors.

HR use case – HR inquiry (employee)

The following end-to-end (E2E) process diagram outlines an HR use case for managing employee inquiries, designed to ensure efficient and effective issue resolution.

A five-step HR use case for a HR inquiry. Each step is represented by a numbered circle and connected by a line showing the progression through the process. 1. Process Initiation, 2. Information Gathering, 3. Troubleshooting, 4. Resolution and Approval 5. Case Completion.

Once the integration between ESM and SuccessFactors has been configured it is possible to execute an end-to-end HR process. In the context of an HR inquiry the following five stages will take place. An example employee query scenario is explained in this lesson.

Process Initiation

Employee sends an email to a dedicated email address explaining their issue. Agents can also manually create a case on behalf of the employee.

Information Gathering

The agent working on this case reviews issue description. If required, the agent navigates to the ‘SAP SuccessFactors people profile’ of the employee to validate the issue or to collect additional details. The case is then categorized and prioritized as needed.

Troubleshooting

Depending on the issue, the agent may consider different troubleshooting options. This may include searching the knowledge base, checking similar cases or collaborating with experts.

Resolution and Approval

Resolution details can be added to the notes section in the case. For certain types of cases, a workflow would be triggered requesting for approval from the right stakeholders.

Case completion

Once the case is approved, a reply is provided to the employee. The agent marks the case as completed.

Processing a HR Inquiry Case in SAP ESM

In this video, we will demonstrate how the end-to-end process of a HR use case looks like for managing employee enquiries.

Lesson Summary

In this lesson, you learned how an end-to-end HR process will look after the integration between ESM and SuccessFactors has been configured. This enables an agent to expedite the solution of a case and provide a faster solution in contrast to having to review multiple systems.

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