Employee Central Service Center - Doubts

[LMBruni]

Hi all,

I have some questions regarding EC Service Center.

1) Currently the client does not have a neither a knowledge base platform nor Jam Advanced Plus. Is it necessary for the customer to acquire one of these?

2) What is the applicability of the service organizational structure inside the EC Service Center? Should I replicate the Org Structure from EC to ECSC?

3) When the implementation guide mentions "Adapt Columns" in the rules creation process, what are the additional fields that are available to be used?

Thank you,

Livia

[AndrewGriffin]

Hi, late answers but may help somebody else coming to this.

1) Currently the client does not have a neither a knowledge base platform nor Jam Advanced Plus. Is it necessary for the customer to acquire one of these?

A = A knowledge base is recommended but not mandatory, the solution will work without one

2) What is the applicability of the service organizational structure inside the EC Service Center? Should I replicate the Org Structure from EC to ECSC?

A = The org structure is not replicated from EC for ECSC. ECSC only lists the immediate org structure of C4C users, it does not list all employees. The org structure in ECSC is to enable ticket routing and escalations, enforce authorisations (access restrictions) and enable reporting (by Service and Support Team) among other purposes.

3) When the implementation guide mentions "Adapt Columns" in the rules creation process, what are the additional fields that are available to be used?

A = Pretty much any field that exists on the ticket and most if not all from the employee, including bespoke fields created using KUT. For example, you can adapt columns to add in the employee's Country and the ticket's Priority so that a low priority ticket for an employee based in Germany would route differently to a high priority ticket for an employee based in Germany, which could route differently from a high priority ticket for an employee based in China.

It's also worth mentioning that in our consulting organisation it is the SAP CX consultants implementing ECSC with support from SF certified consultants mainly for the provisioning parts, the SF consultants have minimum input into the design and implementation as these are predominantly on the Cloud for Customer ("C4C" not "C2C" as was said on another response 🙂 ) side for configuration etc.

Kind regards,

Andrew.

[Pazahanick_Jarr]

Service Center is based on another technology Cloud for Customer (C2C) and at one point ONLY SF Professional Services could implement. I noticed that @Lívia Meale Bruni works for Epi-Use so there is wealth of information for partners and would recommend she look on the partner portal and SF community as next steps.

[LMBruni]

Hi Jarret/Christopher,

I used to work for Epiuse and now I am working for another consulting.

I have certified in EC one year ago but I have never participated in a project. And even consultants who have participated in many EC projects do not have all the answers.

The point is that these information are clear for me when we talk about EC. The point is that I am participating in a project of EC Service Center in a client, SAP did not provide any demo instance or support for us and we are in the dark about the breadth this tool can provide.

So I am using the tools I have to try to clarify the customer's questions, that are documentations and communities.

Thnak you,

Livia

[ChrisSolomon]

I am going to take a stab in the dark here and guess that you are NOT certified on SF EC. All of the questions you just asked, an actual certified EC person would know. jarret.pazahanick , another one?