Managing Employees

In this lesson, you will learn how to create employee records with essential information such as name, address, and department in SAP Service Cloud Version 2. An employee is an individual hired by an organization to perform specific duties in service processes within SAP Service Cloud Version 2. You can create employee records manually or upload employee data using a migration tool during the implementation project activity.

You will also learn how to create a business user by assigning an employee ID to a business role.

Employee Data

In this example, we will demonstrate how to create an employee (a service employee) within an organization. There are four main components that are stored and maintained in the employee details section of SAP Service Cloud Version 2.

• Organization
• Distribution Channel
• Division
• Main

If multiple organizations are assigned to an Employee, you can use the "Main" option to specify which one is the primary.

Employee - General and Working Time

Navigate to the Settings menu, go to the Administration section, and select Employees to update employee information. These are the employee general details that are maintained:

1. Employee ID, Name, Address, Validity, Internal-External
2. Communication: Phone, Mail, Mobile, Language
3. Department

Additionally, during working hours, you manage the employee’s work calendar and hours.

Working Calendar

A working calendar in SAP Service Cloud Version 2 displays the schedule of working days and non-working days for an employee or group of employees. It specifies the regular workdays and any holidays or days off applicable to them. The working calendar helps determine when the employee is available for work and when they are not.

Working Hours

Working hours in SAP Service Cloud Version 2 specify the time period when an employee is expected to be actively working. It shows the start and end times of the employee's usual workday. Working hours can be set up to reflect different shifts or variations based on the organization's needs.

In this video, Alan the consultant, will show you how to create one employee; Lee Hoover a Service Employee who processes cases.

Video Summary

1. Navigate to the user menu and select Settings, then All Settings, Employees, and Create.
2. Enter the Employee ID to identify the service employee.
3. Set the valid from and valid to dates using the Calendar Picker.
4. Enter a valid email address for the employee and save the information.
5. Refresh the page to view the newly created service employee, Lee Hoover.

The main goal of user management is controlling system access. In SAP Service Cloud Version 2, you can create business users either manually or by importing them with a migration template.

As a business user in SAP Service Cloud Version 2, you have access to various features and functions of the system, depending on your assigned business role, organizational structure, and permissions. This means that the business user is an object that is generally linked to other objects like business role, organization, and employee to efficiently manage the system with the correct authorization.

User

To access users' maintenance, go to the Administration area in Settings and select Users.

In the user maintenance transaction, you manage the following key elements:

• Name
• Validity
• Employee assignment (Employee data can only be assigned, you cannot change the details of any employee data on Business User Level)
• Business Role Assignment
• Security Policy

Note

• A valid email must already exist in the employee master record; otherwise, the user cannot be created.
• The system has two types of users: Business user and Technical user. Only business users can be created manually by the customer.

Security Policy on User Level

The SAP Security Policy for Business Users is a set of guidelines, rules, and measures established to ensure the security and integrity of SAP systems, with a specific focus on business users. This policy describes the principles, procedures, and best practices that control access, authorization, and use of SAP Service Cloud Version 2 by business users. For example, system log-on passwords: minimum number of characters, minimum number of digits, and so on.

In this video, we will demonstrate how to create a business user (Lee Hoover) in SAP Service Cloud Version 2.

Video Summary

1. Navigate to the User Menu and select Settings, then All Settings, Users, and Create.
2. Enter part of the Employee ID to find and select the Service Employee.
3. Auto-populated User Details appear; select the Business Roles icon and add "Z_DEMO_USER" by clicking the Plus icon, then Create.
4. Refresh to confirm Lee Hoover is created as a Business User.
5. Repeat the process to create a second Business User, Leo Parker, for Service De-escalation, and refresh to confirm creation.

• Demonstrated how to create an employee and access employee data in SAP Service Cloud Version 2.
• Next lesson will cover creating a new business user and linking it to the respective employee.