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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”.  

picture 1.png

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

Recruiter Role

Administrator Role

Work Center

Application Group Management

Candidate Search

Adjust Support Team

Questionnaire Maintenance

Support Group Maintenance

EEO Questionnaire Maintenance

Question Maintenance

External Candidate Role

EEO Question Maintenance

Create External Application

Process Template  Maintenance

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:

:

   picture 2.png

And confirm their identity, using the email address

picture 3.png 

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

picture 4.png

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

picture 5.png
 

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

picture 6.png

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:

  picture 7.png

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

picture 8.png

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

  picture 9.png
 

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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12 Comments

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  1. Jarret Pazahanick

    Thanks for the detailed blog and welcome to SCN as it is great to see the commitment the SAP HCM internal team is making to sharing knowledge.

    As far as this functionality I wish SAP had listened to feedback and spent the resources and man hours to improve the overall usability and offer a tier 0 support (like competitors). When I look at the number of eRecruiting customers worldwide (~400), SAP directional change around Recruiting announced in February to SuccessFactors and the overall newness of the Shared Service Framework I find it difficult to believe this will be functionality to help differentiate the product or even be used by many customers.

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    1. Carrie Lande Post author

      Hi Jarret!  As always I value your perspective.  We have had requests for this functionality and you can see by Venki’s post that it will be used.  As I promised at the end of the blog, I will soon be sharing some additional functionality that will be applicable to all customers who use the SSF-HR.  I will also describe what makes the SSF-HR unique.

      As a team, we are trying to achieve a balance of providing deeper integration with specific business functions while also broadening support for the Shared Services Center as a whole, including the topics that you mentioned.  Stay tuned for more announcements and dialog.  I welcome the exchange of ideas.

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  2. Venki Krishnamoorthy

    Thanks for the detailed blog. I am very excited about this add-on. This has been a long standing request from many E-Rec customers. I remember a large customer who were very interested in the SAP E-Rec solution, backing-off due to lack of functionality similar to this.

    One of the pain points in the recruiting cycle (I am often asked during blueprinting sessions) is “Can candidates automatically re-generate their password”. I tell them yes… few months after the go-live, you can hear them say, “We are still receiving calls, saying they have forgotten their passwords”. This functionality will greatly save time for the recruiters… and a SSC can handle such requests.  

    I am currently on an E-Rec implementation, (where SSF is also being implemented) and I look forward to implementing this add-on.

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    1. Carrie Lande Post author

      I appreciate your feedback, Venki!  Our team looks forward to working with you and your customers and incorporating your feedback to continuously improve our solution. Please keep us posted as to how it goes.

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  3. Parvathy Sankar

    Hello Jarret, Thank you for the feedback.

    With the several companies moving recruiting into Shared Services, this functionality was prioritized more as the process to be addressed as a step for Shared Services to move into other processes within HR.

    To address the usability requests, our customers have the possibility to deploy better candidate experience through the Candidate UI service offering through SAP Consulting and additionally now have the possibility to deploy SuccessFactors Recruiting Marketing on top of SAP E-Recruiting.

    Further improvements on the SAP E-Recruiting will be addressed through user group requests and customer connect programs. As a part of the initial phase of improvement for SAP E-Recruiting, we plan to start the customer connection in Q1 2013.

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    1. Jarret Pazahanick

      Thanks for the additional insight Parvathy and just for clarity my comment about usability was not related to eRecruiting or even the new SSF-eRecruiting functionality but the whole SAP Shared Service Framework HR tool. I have been a big fan of improvements coming for SAP HCM in the HR Renewal which I blogged abou in SAP New HR Renewal Functionality and Roadmap and New SAP HCM Functionality – HR Renewal and believe the high priority area for the Shared Service Framework HR is a similar initiative.

      There are some real benefits to using the CRM framework for mulit-function shared service centers but it should not come at the expense of the UX for HR agents or other functionality like Global Employee (HR concept) which is NOT supported at this time.

      The bottom line is that although some customers may have requested eRec integration with SSF, SAP should have been looking at filling the gaps around usability, real time reporting and adding Tier 0 functionality before this especially given that SAP is directly telling customers that SuccessFactors Recruiting is where the future investment will be and that decision was announced 8 months ago and known internally even before that. Here is hoping that the SAP team will work towards delivering some of the item mentioned above in 2013 as they are very important and I provided this same feedback 18 months ago as a side note.

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      1. Carrie Lande Post author

        Hi Jarret,

        Let me jump in here and say that I don’t want to second-guess our investment at this point as it does have value to some of our customers, as Venki pointed out in his post.  I agree with you that usability and functionality are very important.

        Looking ahead, I welcome input as to what customers would like to see. To your point about Tier 0 and usability – how can we best help employees and managers get the answers to their questions?  Is it an intelligent knowledge base?  Should we be providing a collaborative environment making use of social interaction?  How can we help the SSC/SSO with some of the collaborative tools that are available?  These are some of the areas that we are actively looking into.

        I’d also like to get some insights into whether there is any change in the formalized structure of Tier 0 -> Tier 3, with issues either being resolved or escalated.  Are Tier 1 agents being given more responsibility to “own” the issue and consult with others to get the answers?  Or is the traditional structure staying intact?

        I’d like to hear what customers are thinking about regarding providing shared services in the cloud. 

        We can continue the conversation here or people can feel free to contact me privately as well.

        Best,

        Carrie

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  4. Luke Marson

    Hi Carrie,

    This is a great and informative blog – thanks for sharing. It’s great that SAP are integrating SSC with other areas of SAP. There is definitely more of a need for SAP to provide SSC and matrix organization functionality and SAP have done a great job here.

    Best regards,

    Luke

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      1. john suresh simhadri

        hi carrie,

        iam new to Erec module iam working on separate instance.here i have a requirement that i need to link my

        1.erec system to Linkdin.how to do this?

        2.what bussiness object do i need to use?

        3.what are the roadmap steps for Internal and external candidates?

        4.what is the use of Reference ID?

        Please can you respond.

        John

        (0) 
  5. john suresh simhadri

    Hi gurus,

    iam new to Erec module iam working on separate instance.here i have a requirement that i need to link my

    1.erec system to Linkdin.how to do this?

    2.what bussiness object do i need to use?

    3.what are the roadmap steps for Internal and external candidates?

    4.what is the use of Reference ID?

    Please can you help me out.

    John

    (0) 

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