INTRODUCTION

Employee Interaction Center or EIC is a part of SAP offering to shared services model, which helps the HR shared services (HRSS) or EIC agents to get the employee related information and perform their activities in a more effective and efficient way.

It is a web-based interface which can be accessed via T Code – HREIC from SAP ECC.

Below is the screenshot of an EIC screen.

The left pane or the navigation bar allows the agents to perform various activities, such as searching the employees, logging activities, send email etc.

For example, employees can contact EIC by phone, email, chat or web requests for their various issues such as issue with display in pay slip, login issues to ESS / MSS etc and the HRSS / EIC agents then use the application to fetch the employee’s details and perform related activities.

E-MAIL

While there are many features available with EIC, one of the key features is the email correspondence that can happen between the EIC agents and the employees. EIC provides the agents with various e-mail templates that may be used to respond to employees in fast, accurate and consistent manner, thereby, resulting in the overall success of the EIC.

The given document highlights the steps to be used to create standard e-mail template for EIC agents.

CREATING E-MAIL TEMPLATE

Below are the steps to be used to create e-mail template

• T Code: SM30; Table Name: V_HREIC_STRESP and click on ‘maintain’.

• Click on new entries

• Fill in the required details

• Save the entries and go to SO10 to enter text of the e-mail template

• Enter text of the template in the editor and save it.

CHECKING E-MAIL TEMPLATE

To check the templates, go to EIC interface via T-Code HREIC and check under e-mail option available in left navigation bar.