Overview

SAP E-Recruiting is now integrated with the SAP Shared Service Framework for HR (SSF-HR), allowing the shared services center (SSC) to support recruiters, HR Business Partners (HRBPs) and both internal and external candidates.  Recruiting activities that were formerly being handled by recruiters or HRBPs can now be taken care of by the SSC. By integrating the recruiting activities to the SSF-HR, they can be attached to service requests / tickets so that a record can be maintained for the services provided.   The quality and timeliness of these services can be tracked using customer surveys and Service Level Agreement monitoring using dashboards that are part of the SSF-HR.

Using SSF-HR, service center agents can launch SAP E-Recruiting tools from either the navigation panel or from within the business context, and work directly with job applications on behalf of recruiters and internal or external candidates. Agents can also search for external and internal candidates directly from within the SSF-HR. The SAP E-Recruiting applications most commonly used by recruiters and internal candidates are integrated into the SSF-HR, to enable agents to provide assistance to them.

Account Identification in SSF-HR is enhanced to allow an agent to search for external candidates in addition to searching only for employees (i.e., internal recruiting candidates). This integration enables an agent to search for an external candidate using SSF-HR and then launch the E-Recruiting application for that candidate from within SSF-HR. For example, an external candidate can contact the Shared Services Center when they need support for activities such as re-activating an account, accessing their password, reviewing their job application status or updating their profile information.

Below, I provide some details and an example of how an E-Recruiting process is integrated into the SSF-HR.

Assistance to Recruiters and HR Business Partners

With this set of enhancements, E-Recruiting tools can be directly accessed from within the Shared Service Framework for HR.  Agents can assist the Recruiting team by performing administrative work on their behalf.   This frees up the recruiting team and HRBPs to work with the hiring managers and job candidates.   In addition to being able to launch these applications from Business Context tab of the Service Request (or ticket) view, the agent can also launch the following E-Recruiting applications from the navigation bar on the lower left hand side of the screen, also known as the launch-pad within “HCM Tools”.  

These actions are available to the SSC agent (assuming that their role permits them access):

Assistance to Internal and External Candidates

While self-service is the preferred mode for candidates to interact with E-Recruiting, there are exceptions that sometimes need to be handled.   The shared services center (SSC) is in a unique position to help. Rather than candidates having to interact directly with recruiters or HRBPs, they can contact the SSC to obtain assistance via multiple channels, including email or phone.

The agent can launch applications within the ticket to help both external & internal recruiting candidates. Once completed, the agent’s actions will be linked to the service request. The agent can:

• Create an application for an internal candidate
• Update the Candidate Profile for both internal & external candidates
• Resend a password for an external candidate

An example of how this “resend password” interaction might take place from using the SSF-HR follows.

Example – Resend Password Request by External Candidate

The SSC agents can assist external candidates – in this example they help the candidate who has phoned in by sending them a new password.   In the first step, the agent confirms the applicant’s identity – they search by the candidate’s name:

:

And confirm their identity, using the email address

Next, they create a Service Request (ticket) and enter some basic information:

From here, they can go straight to the Business Context tab to launch the “Send Password” E-Recruiting application from within SSF-HR:

The agent presses the “Request Password” button on the next screen:

An email is sent to the Email ID that the candidate initially set up E-Recruiting.  Note that the “Email ID” is a read-only field to avoid any misuse of password generation by an agent, enabling compliance with data privacy laws.

The agent sees confirmation that the email was sent to the candidate:

The record of the interaction is maintained in the Service Request:

In a final step, the agent marks the Service Request as “completed” and the action taken (password sent) becomes part of the record:

Conclusion

This new functionality has been available since mid-August, 2012. These are enhancements to the SAP Shared Service Framework for HR – if you already have licenses for SAP E-Recruiting and the SSF-HR, no additional licenses are needed.  For those of you who are interested in the technical details, this integration to SSF-HR is compatible with E-Recruiting 606, SP04, EhP6 and with CRM 7.02, SP04 and SAP_BS_FND731, SP04.

Be on the lookout for information about additional new SSF-HR functionality which is planned for delivery by the end of the year. I look forward to sharing more with you then!

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