Accessing important resources

Objectives

After completing this lesson, you will be able to:

  • Access available resources to support SAP SuccessFactors solutions
  • Connect to SAP solutions using SAP Cloud Identity Authentication Service (IAS)
  • Access the SAP Help Portal
  • Finding the SAP Help Portal

Resources available to you

There are a number of different resources available to you and the customer.

Knowing what is out there helps you greatly during the implementation process.

Additionally, being able to direct the customer to the resources reduces the amount of questions they may have for you by making them more self-sufficient.

Let’s take a closer look at what is out there!

The SAP Help Portal and the Support Portal are two areas customers can go to get questions answered. You will also find the information on these pages helpful during configuration.

SAP Support Portal contains:

  • Knowledge Base items

  • Recommended Resources

  • Guides

  • Discussion Board

Used with customers to identify their needs. You are responsible for:

  • Explaining the options available in the configuration workbook
  • Providing feedback and suggestions
  • Configuring the instance to match customer requests documented in the configuration workbook after sign-off

Business Beyond Bias

As you learn more about your customers’ needs and requirements, you will learn about the business and workforce challenges that prompted them to invest in an HXM solution.

One very common workforce challenge facing businesses today is the need to create diverse, inclusive workforces and practices. SAP SuccessFactors has capabilities embedded across the full suite that enable customers to prevent, detect, and eliminate bias in their processes, supporting diversity and inclusion within the HR department and across the enterprise.

Typically, customers view diversity and inclusion changes in the context of educational programs, not in how they enable HR and HR functions via software. As a result, customers may not be aware that some of the configuration decisions they make could impede their ability to fully realize this value.

As an implementation professional, you are on the frontlines of helping customers configure and deploy their solutions in a way that helps them detect, prevent, and ultimately eliminate bias in their talent processes.

Learn more about the configuration decision points across the full suite that help customers move their business beyond bias, as well as talking points on this topic in the Business Beyond Bias folder in the Learning Room.

Data protection and privacy features

Several data protection and privacy features have been made available to our customers and some existing features have been enhanced.

The data protection and privacy features include, for instance, the ability to report on personal data changes and the capacity to report on all the data subject’s personal data available in the application. Customers will also have options to configure data retention rules at country level for active and inactive employees that will permanently purge personal data from SAP SuccessFactors applications.

It is the customer’s responsibility to adopt the features that they deem appropriate. More information can be found on the SAP Help Portal.

Additional resources

There are a number of additional resources that provide more information about SAP SuccessFactors:

For information about courses and registration, contact Success Academy at SFHCMGlobalTraining@sap.com.

SAP SuccessFactors Community

Communities provide a place for members or participants to search for information, read and post about topics of interest, and learn from each other.

The SAP SuccessFactors community is your one-stop shop for support, quick answers, product training, and release updates. In the SAP SuccessFactors community, you'll find:

  • Boards where you can post questions and answers

  • Blogs where you can read and comment on articles

  • The Empowerment Center where you will find helpful Tools and Resources

  • Groups that you can join

You may also post ideas for enhancements on product-specific Q&A boards, and "Kudo" other ideas that you like. Enhancement ideas with the most kudos often become part of the product roadmap for future releases.

Implementation Design Principles (IDPs) for SAP SuccessFactors Solutions

IDPs are documents complementing the implementation handbooks by addressing real-life implementation requirements often spanning multiple modules. They constitute guidance from Product Management on how to correctly implement the product in line with today’s capabilities and tomorrow’s road map based on proven best practices.

IDPs address deployment strategy, solution architecture, business and technical requirements. They cover different modules and features, including SAP SuccessFactors Employee Central, SAP SuccessFactors Learning Management System, SAP SuccessFactors Onboarding, SAP SuccessFactors Employee Central Payroll, SAP SuccessFactors Opportunity Marketplace, etc.

IDPs are created by the SAP Product Management Advisory & Partner Success team and written in collaboration with learning partners and SAP Professional Services based on experience gathered from implementation projects. They have been reviewed by SAP Product Managers and Architects.

All IDPs are currently housed within the Customer Community: https://community.successfactors.com/t5/Implementation-Design-Principles/ct-p/ImplementationDesignPrinciples

Empowerment Center

The Empowerment Center in the SAP SuccessFactors Community page, provides a great set of resources and tools to help navigate your Customer Journey. Whether you are new to SuccessFactors or have already implemented the whole suite, it is your guide to tools and resources.

Reviewing the content in the Empowerment Center

The Content and the ‘Steps to Success’ videos in the Empowerment Center are organized by the point in your customer journey at which the information will be most useful to you. The four customer journey steps, by which the content is organized, are:

  • Onboard: This phase is the first few weeks of the project where the SuccessFactors customer is getting the project team together for implementation and understanding the ‘who, what, when, where, why’ of SuccessFactors.

  • Implement: The implementation phase of the journey is when the customer team is working with consultant(s) to configure your solution(s), test, and plan for roll-out.

  • Launch: During this phase, the customer will complete the roll-out of your solution, end-users start using it, and the Admin and Support team understand the required processes and tasks to support the live solution.

  • Utilize: In this phase, now that the SAP SuccessFactors solutions are live, it is time to drive adoption among the end users.

Feel free to look ahead or behind to enable yourself with any/all of the resources and come back often as new tools and resources are regularly made available!

SAP SuccessFactors Help Portal

The Implementation Guides for each module can be found on the SAP Help Portal and should be the number one tool on how to implement the different modules. Access the SAP SuccessFactors Help Portal.

SAP Support Portal Home

You can access the SAP Support Portal for a single point access to the various support related applications and resources to help with your customer projects.

The SAP One Support Launchpad

Sometimes, logging a support ticket is necessary. Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad. You can use the SAP One support Launchpad to create an incident to report related to your products. The launchpad provides access to task-driven support resources in an intuitive interface. By using customizable role profiles, it displays only the relevant applications and insights to ensure an efficient and user-friendly experience.

You can access the SAP One Support Launchpad.

Watch this video on ‘SAP ONE Support Launchpad explained in 3 Minutes’ at to understand a more about the SAP One Support Launchpad.

Accessing the SAP One Support Launchpad

You will need an S-user to access and use the SAP One Support Launchpad. You can learn more about creating and using S-user IDs at the SAP Users & Authorizations portal to have access to SAP support applications.

Some best practices to create a support ticket

To ensure your case is able to be assigned promptly to the correct team of agents for resolution AND to reduce time spent gathering additional information, it is essential to follow these best practice suggestions! Include as much information as possible regarding issues:

More about the SAP One Support Launchpad

Here are some great resources that you can explore to understand more about the SAP One Support Launchpad:

SAP Notes and SAP Knowledge Base Articles

Introduction to SAP Notes and SAP Knowledge Base Articles

SAP Notes and SAP Knowledge Base Articles (KBAs) are support documents that answer questions arising from your daily work with SAP software products.

Both are found through numerous applications in the SAP ONE Support Launchpad, for example, the central search tool, or in applications that list important notes like SAP Security Notes, SAP HotNews (SAP Notes with very high priority), or SAP Legal Change Notes.

SAP Notes

SAP Notes describe a software issue and its solution. They include a description of the symptoms, the cause of the error, and the SAP release and support package level in which the error occurs. Depending on the type of error, an SAP Note may also include workarounds and links to support packages that solve the problem. Most SAP Notes contain coding corrections.

Here are some of the key points to keep in mind:

  • 80% of SAP Notes contain coding corrections.

  • It solves complex technical issues.

  • Most SAP Notes contain the description of the issue from a business perspective as well as the technical solution.

  • There is an implementation tool for the coding corrections is available to help customer to implement SAP Notes.

  • It is translated into English, German, and Japanese.

SAP Knowledge Base Articles

SAP Knowledge Base Articles are "how-to" guides. Using business language, they answer frequently asked questions arising from your daily work with SAP software. No coding corrections and modifications are provided.

Here are some of the key points to keep in mind:

  • Contains no coding corrections, therefore these cannot be downloaded using Note Assistant

  • Incident-specific documents

  • Instant publishing

  • Enriched content (such as embedded screenshots and videos)

  • Rating features to provide feedback on the quality of a KBA

  • Preview versions are available on search engines such as Google

The SAP Support Knowledge Base Search, found in the SAP ONE Support Launchpad, allows you to search a variety of repositories; including SAP Notes, SAP Knowledge Base Articles (KBAs), SAP Community content, and more. You can access the KBAs.

Cloud Availability Center

The Cloud Availability Center is a new, personalized dashboard that provides a consolidated view of service availability and performance, and service level agreements (SLAs) presented through the SAP ONE Support Launchpad and is now available for SAP SuccessFactors customers. The Cloud Availability Center delivers an at-a-glance view that provides the following:

  • Current Cloud Solution Status

  • Event Calendar

  • Notification History

  • Latest News

When you log into the Cloud Availability Center you will see the status of your Production environment. Test, QA, and Preview environments are not accessible yet. Other SAP cloud products such as SAP Business ByDesign, SAP Hybris Cloud for Customer, SAP Integrated Business Planning, SAP S/4HANA Cloud, and SAP Cloud Platform Integration are not yet visible in the Cloud Availability Center.

Note

The Cloud Availability Center tile replaced the Cloud Status Dashboard and Maintenance Schedule tiles. However, the Cloud Status Dashboard and the Maintenance Dashboard are still available but will be retired in Q4.

You can find more information about cloud product availability and maintenance at the Cloud Availability Center.

Accessing the Cloud Availability Center

  1. Log into the SAP ONE Support Launchpad with your S-User.

  2. Choose the Personalize button in the top-left (three horizontal bars).

  3. Choose the Cloud Availability Center tile.

  4. Add the tile to the Home group.

  5. Choose the Home icon in the upper left of the Launchpad. You will now see the tile on your Launchpad home page.

  6. Click the tile to launch the Cloud Availability Center.

The SAP Cloud Identity Authentication Service (IAS)

All SAP SuccessFactors systems can be set up to use the SAP Cloud Platform Identity Authentication Service. It is used by SAP Cloud solutions like the SAP SuccessFactors HXM Suite, as well as for SAP Cloud Platform applications and on-premise applications.

Some of the benefits of IAS include the ability to connect to other SAP solutions and more security.

The IAS also provides a better logon experience than the current SAP SuccessFactors Partial SSO option as follows:

  • No password-specific URL required for first time login

  • If user clears cookies, they need to enter e-mail or username again

IAS can be set up to require different login methods, such as password, two-factor authentication, or Social Sign On, based on risk-based rules.

Administrators are able to migrate from a legacy authentication service to IAS using a feature in the Upgrade Center. For the moment, customers are not obliged to have IAS but it will become mandatory following a phased migration plan.

More information about IAS is available in the SAP Help Portal.

Access the SAP Help Portal

The SAP Help Portal is the place to find SAP Product documentation, Learning Journeys, and more. In the SAP Help Portal, you can also find the following:

SAP SuccessFactors Digital Assistant

SAP SuccessFactors Digital Assistant is our new conversational chatbot to help you with your HR tasks.

The NLP (Natural Language Processing) powered Digital Assistant recognizes users’ intent entered in a chat window and fulfills their request by directing them to pages where they can find desired information or continue their work. We now support over 250 use cases on Web and over 20 use cases on native mobile apps (iOS and Android). These use cases, which are being expanded on a steady basis, represent different SAP SuccessFactors modules. Web and mobile users can use the English language to interact with Digital Assistant.

With Digital Assistant, users don’t need to go to module pages step by step for common HR tasks. This improves their daily productivity and their overall experience with SAP products

Configuration Requirements

Digital Assistant is only available for a few Early Adopter customers. These customers must have enabled the latest home page

Role-Based Permission Prerequisites

You have the User Permissions  General User Permission  Access to Digital Assistant permission.

Custom Term Configuration for Digital Assistant

You can map your corporate terms (also known as custom terms) to SAP SuccessFactors official terms in a new tool, so that Digital Assistant is able to effectively recognize your custom terms as well as related user intents when interacting with end users.

Now, you can manage your custom terms that are widely used by your enterprises in a new tool named Custom Term Configuration under Admin Center. After you add custom terms in this tool, when users chat with Digital Assistant in the chat window, custom terms in the user utterances are replaced with the relevant official terms in the backend, and Digital Assistant can recognize user intents successfully.

For each official term, you can enter multiple custom terms in the Custom Term column. As of now, we only support English for this feature.

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