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Deep Dive on SuccessFactors Employee Central Service Center

By Srilatha Thota & Sarayu Raghavan, August 11, 2016

Businesses work hard to create a WOW customer experience — going out of the way to solve business problems at every step of the journey. Why should the employee experience be any different when it comes to their HR issues?

Employees frequently turn to HR practitioners to get their queries or issues resolved (queries regarding payslips/performance reviews/employee-relations or so on).  The traditional way of solving these queries was using sources ranging from papers to emails to information sessions – which weren’t giving the employee any joy.

The HR’s contribution to competitive advantage has yielded various innovative methods to service the employees better like the “Human Resources Helpdesk Services”. However, most HR helpdesk systems which exist are primarily ticketing systems. Their solutions may not be specifically designed to solve the unique needs of an HR practitioner and the employee experience is nothing to write home about.  Also integration of these ticketing tools to the HCM Systems remains a huge challenge.

Eliminating all these concerns and putting the employee experience in the forefront – SAP SuccessFactors provides a synergetic support solution – Employee Central Service Center. A solution that is smart, unique, relevant, timely and effective! Service Center system is integrated seamlessly to the Employee Central module of SAP SuccessFactors suite and has separate views for the employee and the agent.

During the course of this blog, we would walk you through the different features available for the employees and the Agents (HR practitioners) and also how these features contribute to running an effective HR shared services.

Fig 1: Difference between traditional systems and Service Center

Fig 1: Difference between traditional systems and Service Center

Let’s take a quick look into what SuccessFactors’ Service Center offers to an Employee and an Agent

Intuitive Service Ticketing Solution across Channels

Employee Central Service Center provides a wide variety of channels like email, phone, chat, and web.  This makes it simple and convenient for employees to find the information they are looking for, through a consistent employee service experience.

The Email response management captures complete conversation history at a single place and maximizes agent efficiency. The Routing and escalation rules ensure that the case is handled by the right agent

1. The Employee’s View (ASK HR) –

ASK HR is the launching point for your employees to create requests, set priority to service tickets and start interaction with agents. Employees can view history of all prior requests to save time and minimize duplicate requests. The Ask HR link is available on all SuccessFactors HCM Suite pages. They can also have real time conversation with agents.

The Service Center home page has the following main widgets –

  • Open Tickets – These are the tickets (issues) raised by employees which are not yet solved.
  • Need Confirmation – Once the agent solves a ticket, it goes to the employee for a confirmation to close the ticket. The employee confirms closure only if he/she is satisfied with the solution.
  • Create New Ticket – The employee can create a ticket (log an issue) using this widget.
  • Got a question for HR? Search HR resources – There are a set of inbuilt solutions for various processes which provide knowledge to employees on standardized process and policies for self-resolution.
  • Contact details – The employees also have contact details/mailing address to contact in case of an emergency.

    Fig 2: Ask HR home page

    Fig 2: Ask HR home page

Seamless Knowledge Base Integration

The knowledge base content can either be created by your HR practitioners with relevant links to HR self-service pages or existing content such as posted company policies and procedures. Knowledge base content can be categorized and secured based on criteria. HR resources are also defined in the Knowledge base. You can leverage this platform to respond intelligently in real time on a consistent basis. Employees can search for a solution relevant to their queries.

Fig 3: Integrated knowledge base

Fig 3: Integrated knowledge base

2. Agent HR View

Agents can process tickets in the Agents view- On opening a ticket, agent can access the tools required to solve employee queries. Agent also has access to the knowledge base which helps close tickets. They can change the status or priority of a ticket.

How does a ticket get assigned to an agent?

Based on ticket parameters like service category, priority, etc, an admin can set rules so that the right ticket is assigned to the right person or the team. The tickets are assigned to the different cadres of people from the service organization based on the priority set and the category. This is defined as routing rules.

When a ticket is overdue or crosses milestones set for a particular ticket (SLAs), it would be escalated. This ensures that the employee receives efficient HR support.

The widgets for an agent are –

  • Solution Finder – There are a set of inbuilt solutions for various processes which provide knowledge to employees on standardized process and policies for self-resolution. The agent can use this to resolve tickets.
  • Checklists – It is a set of predefined questions relevant to a set of queries for the agents. For e.g. when a visa is initiated for an employee, the agent can send a checklist to the employee which the employee answers and sends back. This allows the agent to identify what degree of support needs to be provided to the employee.
  • Templates – Predefined email responses can be configured for various issues. This saves time for the agent.
  • Similar Tickets – These are previous resolutions provided for a similar problem. The agent can refer to these tickets to solve the employee query.  Also these help in standardizing the responses.

    Fig 4: Agent View homepage

    Fig 4: Agent View homepage

Integration to EC through Mashup

C4C mashup- Real time and contextual integration of Employee Central and helpdesk data saves a lot of time and improves service. The agent can access the employee data securely without the need for a secondary login.

Fig 5: Service Center mashup screen

Fig 5: Service Center mashup screen

Insightful Analytics for the Shared Service Center Manager

  • Track real-time service delivery performance with pre-built dashboards
  • Readily use embedded reports to track response time, handle time, priority and escalation trends
  • Dig deeper into data using Microsoft Excel add-in
  • Gain greater insight through integrated access to analyses done with SAP Business Warehouse

SAP SuccessFactors Employee Central Service Center acts as a centralized point of service through which an employee and an HR communicate in a seamless channel. Service Center enables your HR organization to securely track and handle the most sensitive issues while protecting the privacy of employee information and ensuring compliance.

Service Center allows your Contact Center to be smarter using fewer resources to deliver the same or even superior levels of service. If you are a SuccessFactors Employee Central customer and are evaluating HR Helpdesk, kindly reach us at irene.jones@neeyamo.com.

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Implementing Kirkpatrick’s model in SuccessFactors Learning Management System (LMS) for training evaluation

By Sarayu Raghavan, August 05, 2016

Expenditure on Corporate training is soaring higher than ever. According to a Deloitte research, the corporate training expenditure worldwide has risen up to over $130 Billion. Employees are the most valued assets and their proficiencies are a priority. Organizations spend a great deal of time and money on devising and conducting trainings to develop employee capabilities.

But are the trainings adding value to the employee and organization? Are the trainings being evaluated?

Talent Development Teams believe that their employees are receiving the right training and think that their work ends after the course is created, delivered, and recorded.  Evaluating the effectiveness of training offerings is a critical step that is often overlooked.  Training and development is a substantial investment of both money and effort. The results of the training must therefore be evaluated in the context of impact on your organization.

Most Organizations struggle with Training Evaluation because their Learning and Management Systems do not have the capabilities to measure effectiveness of training. It consumes lot of resources and is not efficient in such organizations.

How to perform an effective Training Evaluation?

There are several approaches to it. One of the most renowned approaches is Dr. Donald Kirkpatrick’s model called “The Kirkpatrick model”. There are four levels to it. But in order to measure these four levels, you would a need a competent system.

Well, SAP SuccessFactors’ Learning and Management System (LMS) is based on this successful evaluation model.  In this blog post, I want to highlight how organizations can leverage the SuccessFactors LMS to efficiently evaluate the performance of their training programs.

What are the four levels of Kirkpatrick’s evaluation model?

Fig 1: The four levels of Kirkpatrick’s model

Fig 1: The four levels of Kirkpatrick’s model

  • Reaction: What learners thought and felt about the training
  • Learning: The resulting increase in knowledge or capability
  • Behavior: Extent of behavior and capability improvement and implementation/application
  • Results: The effects on the business or environment resulting from the learner’s performance.

Implementing the model in SuccessFactors

Fig 2: Implementing the training evaluation model

Fig 2: Implementing the training evaluation model

The following tools are available in SAP SuccessFactors (SF) Learning and Management System (LMS) relative to Kirkpatrick’s evaluation model.

Table 1: Tools in SF LMS

Table 1: Tools in SF LMS

  • Reaction- Item Evaluation (Smile/Happy sheet)-

This level measures how your trainees reacted by soliciting their opinions of the learning experience after a training course. It helps you understand how well the training was received by your audience and helps improve future training.

Item evaluation is a questionnaire survey and is most effective if delivered immediately after training.

Fig 3: Sample questionnaire survey

Fig 3: Sample questionnaire survey

With SF LMS, this survey can be structured with one or more pages and one or more questions per page.  There are four types of questions namely –

  • Rating Scale
  • One Choice
  • Multiple Choice
  • Open Ended
Fig 4: Structure- one or more pages with questions

Fig 4: Structure- one or more pages with questions

Organizations can use this feedback to know the effectiveness of the training, the trainee’s perception, identify the areas that are missing and make future improvements thus doing justification for the training expense.

  • Learning- Pre/Post Exams (Tests)

This level measures the degree to which your trainees have gained knowledge, and skills as a result of the training. It determines if the training objectives are met.

In SuccessFactors LMS, you can create pre and post tests (exams) to measure the increase in intellectual capability from before to after the training experience.  It is relatively simple to set up, and is clear cut for quantifiable skills. You get to know if the trainees learnt what was intended to be taught, and was the advancement in the intended direction and so on.

Fig 5: Sample pre test question

Fig 5: Sample pre-test question

Fig 6: Sample post test question

Fig 6: Sample post test question

Measuring learning evaluation is important as knowing it helps you analyze if there is a demonstrative increase in their skills and also helps improve future trainings.

  • Behavior- Follow up evaluation survey

Well, your trainees might have scored well in the post test but are they actually implementing what they learnt remains as a question. How to measure it? Typically, this level measures the change in behavior of your trainees as a result of training- whether they are applying what they learnt on the job.

Ideally, in SuccessFactors LMS, the follow up survey is conducted 3-6 months post the training program. This time period gives the trainees an opportunity to utilize their knowledge.

SuccessFactors LMS allows survey questions to be best fit to the evaluation methodology.  Surveys are set up for managers and users based on how you want to set it up.

Fig 7: Sample follow up survey for the manager

Fig 7: Sample follow up survey for the manager

Survey Evaluation Analysis Reports

There are specific reports to support analysis of each level of the training evaluation process.  The following reports can be derived –

  • Item Evaluation Report – mean score for each survey, survey page and survey question and the percentage of users who selected each response
  • Item Evaluation by Individual Response Report – shows each user’s responses to the survey questions
  • Item Evaluation by Instructor Report – mean score for each survey and survey page grouped according to the instructor
  • Learning Evaluation Report – shows training effectiveness of items based on the average pre and post test scores
  • Follow up Evaluation Report – mean score for each follow-up survey, survey page and survey question
  • Follow up Evaluation by Individual Response Report – mean score for each follow-up survey and survey page
Fig 8: Sample follow up evaluation

Fig 8: Sample follow up evaluation

Investing in Human Capital is a wise decision for every organization.  Knowing the importance of training alone isn’t sufficient- you must know the role Training evaluation plays. Surely, you wouldn’t want to spend your time, effort and money on something which is not yielding right? SuccessFactors LMS’ training evaluation feature helps you streamline your training process.   The various levels of evaluation not only helps gather data but also helps improve training based on the feedback received.

If you are an organization looking for a complete LMS solution or if you are already a SuccessFactors customer and want help with implementing the Kirkpatrick’s evaluation model, please reach out to us at irene.jones@neeyamo.com.