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Improved efficiency, the delivery of more personalized service, and better visibility and insight into key HR processes are the key benefits delivered in this support package for the SAP Shared Service Framework for HR. The delivered enhancements help reduce costs and improve the quality and effectiveness of service delivery to employees and managers.  Service representatives can provide more personalized service using customizable employee fact sheets that consolidate employee information for ready access.  They can quickly locate employee-specific information with improvements to the account identification employee search function. And to save clicks, they can access OM and PA (SAP GUI) information directly from the navigation bar. A side panel is also available for selected processes so that HR administrators can create their own tickets with contextual information and also monitor the status of their outstanding requests.  And with two new dashboards, services center operations managers can gain visibility and insight into key HR processes.  Here are some details.

Employee fact sheet

Service representatives can provide more personalized service using customizable employee fact sheets that consolidate employee information for ready access.  Relevant information about an employee can be seen in a single place, allowing the agent to provide service that is both personalized and efficient.

Employee fact sheet.png

Visibility and insight into key performance indicators

Identify trouble areas, monitor volume and quality with analytics and customer surveys, including two new dashboards for service requests (tickets) and processes.

Dashboard 1-21-2013 9-37-56 AM.png

Improved employee search

Improved employee search using HR-specific info (Position, Personnel Area, Employee Group and Organizational Unit) helps the agent to quickly access employee data.

Integration of SSF-HR with SAP GUI transactions (OM and PA) and E-Recruiting

As previously announced, SSF-HR is now integrated with SAP E-Recruiting, allowing the shared services center to support recruiters, HRBPs, and internal and external candidates.  Click this link to the announcement.

Integration of SSF-HR with SAP GUI transactions (OM and PA) eliminates the need for service representatives to leave their desktop workspace to access employee information.

Tightened connection between HR and service request/ticket using Side Panel

A tightened connection between HR and the service request/ticket provides contextual information using a new Side Panel that allows the user to create tickets within key E-Recruiting and HR Administrator business functions.  Using this side panel, they can also review the status of their open tickets.

Side panel1.png  Side Panel 2.png


Because multiple software components are involved to get the above functionality, ensure that the correct system release and business functions are activated. Refer to Note 1803789, which describes how to download the components and provides links to configuration guides that will help you to configure the system in order to implement the above functionality.

This functionality is available with components of the following releases:

  • HR renewal 1.0 Support Package 05
  • SAP CRM 7.0 EHP2 SP04
  • ERECRUIT 6.0 EHP6 SP04
  • ERECRUIT 6.0 EHP5 SP09
  • SAP_BS_FND 731 SP04
  • BI_CONT 737 SP01


We are driving HR transaction costs even lower, improving HR service quality and providing visibility and insight into key HR processes with new capabilities in the SAP Shared Service Framework for HR.  I am interested in getting your feedback regarding the value of these new enhancements.

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  1. Jarret Pazahanick

    Great job with the blog Carrie and I can tell you first hand that some of the new offerings are being well received as I am part of a large Shared Service Framework HR project as we speak.

    1. Carrie Lande
      Post author

      Hi Julien – thanks for the positive feedback!  Regarding your question, they are Xcelsius dashboards; more detailied info can be found in the note that I referenced (1803789).  The specific function is BI_CONT 737 SP01.

  2. Former Member


    Great blog post! This was really interesting. I know there’s a lot of interest in this topic out there. I wanted to share this content with you; it discusses the integration of some of the SAP HR processes with the CRM Shared Services Framework and goes into some great detail and tips. You can read more about it here at

    And I wish a Happy Thanksgiving(ukkah) to you and your family, and to Luke and Jarret and everyone else on this thread.


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