We are often asked about how to best set up Categories and Subcategories within the Employee Interaction Center (EIC).  This blog will outline some of the key business decisions that should be made up front as well as the technical details on how to set them up in SAP.

Categories and Subcategories are used to classify an activity within the Employee Interaction Center based on business process requirements. The category and subcategories are fields within an EIC activity.  

The category and subcategories are one of the key building blocks within the Employee Interaction Center.  For those of you who are familiar with SAP HCM,  they are much like the enterprise structure in that they form the foundation of the EIC system and that is why it is critical to get them ‘as right as possible’ early-on. The best way to build them correctly is to work with consultants who actually know how EIC can be used by the Shared Service Center, who understand the business requirements and how they fit into the big picture, and who have both implementation and support experience in the EIC module.

 

The category and subcategories are involved in the following key areas of the Employee Interaction Center:

 

1.      Reporting

2.      Service Level Agreements

3.      Surveys

4.      Resolutions

5.      Integration with HCM Processes and Forms

6.      Integration with ESS

7.      Authorization

  

In order to set up the category and subcategories follow the menu path Personnel Management > Employee Interaction Center (EIC) > Interaction Center Web-Client > Application Functions > Basic Settings > Define Categories and Subcategories.

Figure 1

Click on the insert (or F5) and enter in the category number, the description, the validity date and position and hit save.  You have now just set up a category called payroll.

Figure 2

   

Now select the payroll category and click on the insert (of F5) and enter in the subcategory number, the description, the validity date and position and hit save.  You have now just set up a subcategory called garnishments.

Figure 3

Figure 3

The ERP Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee.  It is included in your base SAP license and it is a great fit for customers that are looking to establish a HR employee interaction center. 

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