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Shared Services Center (AIC, EIC)


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Finance focus areas for 2012
2012 seems like it will be a challenge to most clients in most countries. This blog looks at the main focus points a Finance Director should look at to improve the efficiency of their team. Mark Chalfen in Financial Excellence, SAP Business Suite, Shared Services Center (AIC, EIC) [Dec. 21, 2011 01:38 AM | 0 Comments | Permalink]

Do you need CRM to implement Employee Interaction Centre?
Do you need CRM to implement Employee Interaction Centre? The merits of EIC for ERP and why it's a good solution for an HCM customer who wants to set-up an employee contact centre in SAP. Malcolm A Paris in CRM, ERP, Human Capital Management, Shared Services Center (AIC, EIC) [Jul. 12, 2011 01:44 PM | 2 Comments | Permalink]

How to make use of checklists in SAP CRM service transactions
In this blog I want to explain how checklists can be used within SAP CRM service requests, master service requests, requests for change and service orders. The checklist is a new feature available since SAP Enhancement Package 1 for SAP CRM 7.0. Bettina Giese in Business Process Expert, CRM, Professional Services, Shared Services Center (AIC, EIC) [Jun. 10, 2011 04:26 AM | 0 Comments | Permalink]

How to Configure the Interaction Center Alert “Auto Suggest Knowledge Article”
This blog describes how to configure the SAP CRM interaction center alert "Auto Suggest Knowledge Article", which you can use in service scenarios to help agents find solutions to customer requests more easily. Bettina Giese in Business Process Expert, CRM, Professional Services, Shared Services Center (AIC, EIC) [May. 23, 2011 07:15 AM | 2 Comments | Permalink]

What's the Price of Doing Nothing?
We often make the decision on whether or not to buy new software or upgrade existing technical solutions on a cost-benefit basis. That makes good business sense - right? But what's the cost of doing nothing? SherryAnne Meyer in Human Capital Management, Run SAP, SAP SAPPHIRE, Shared Services Center (AIC, EIC), Sustainability [Apr. 23, 2011 10:54 AM | 13 Comments | Permalink]

Agent Inbox within the Employee Interaction Center (EIC)
Learn more about the EIC agent inbox, which is a central repository of all incoming EIC requests and emails. Chandan Gopalani in ABAP, Enhancement Packages, SAP Developer Network, Shared Services Center (AIC, EIC), ERP [Apr. 14, 2011 01:08 PM | 0 Comments | Permalink]

ERP Employee Interaction Center Q&A
This article will answer some of the commonly asked questions regarding the SAP ERP Employee Interaction Center. Jarret Pazahanick in ERP, Human Capital Management, SAP Business Suite, SAP Developer Network, Shared Services Center (AIC, EIC) [Dec. 29, 2010 08:18 AM | 5 Comments | Permalink]

Top 10 SAP Human Capital Management (HCM) Articles of 2010
The top 10 SAP Human Capital Management (HCM) Articles of 2010 are featured in this article. Jarret Pazahanick in Beginner, ERP, Human Capital Management, SAP Developer Network, Shared Services Center (AIC, EIC) [Dec. 02, 2010 04:57 AM | 9 Comments | Permalink]

Learn about the SAP Employee Interaction Center (EIC) - Podcast
Podcast on the SAP Employee Interaction Center (EIC)as well as the overall lessons learned that are applicable for all SAP professionals. Jarret Pazahanick in Beginner, ERP, Human Capital Management, SAP Developer Network, Shared Services Center (AIC, EIC) [Nov. 16, 2010 10:49 AM | 1 Comments | Permalink]

Do you Share?
Hear about the value of creating a Shared Services Center in your organization, and an overview of the new SAP Shared Services Framework. Birgit Starmanns in CRM, ERP, Financial Excellence, Shared Services Center (AIC, EIC) [Aug. 21, 2010 08:12 AM | 3 Comments | Permalink]

Extending Business Processes Two Directions - Digital Mailrooms and Mobility
This segment is very interesting to me as it covers developments and extensions to business processes in two different directions, 1) automating company mailrooms, and 2) by mobilizing business processes. Kevin Benedict in Business Process Expert, Mobile, Procurement and SRM, SAP EcoHub, Shared Services Center (AIC, EIC) [Jul. 29, 2010 02:18 PM | 1 Comments | Audio Download Media | Permalink]

Voice of the Customer: Webcast Replay of the Secrets of Shared Services
Catch the replay of an animated round-table discussion between SAP, Coca-Cola Enterprises and Deloitte, focusing on shared services. Birgit Starmanns in ERP, Financial Excellence, Shared Services Center (AIC, EIC) [Jul. 27, 2010 04:14 PM | 0 Comments | Permalink]

What exactly is SAP FSCM - a high level guide to the processes and the benefits
If you ever wondered what SAP FSCM was and why people are using it then read on. This blog looks at the high level business process of cash collection, reviews the issues in the process, and how the various sub-modules with SAP FSCM can work to achieve significant benefits for your Organisation. I believe the majoirty of ERP 6 users would benefit from SAP FSCM - have a read and see how it could benefit you or your client. Mark Chalfen in Shared Services Center (AIC, EIC), Financial Excellence, ERP, Business Process Expert, Beginner [Jul. 12, 2010 08:41 AM | 6 Comments | Permalink]

What CFO's need to know about FSCM
This blog is focused on what you need to provide to a CFO when putting together a business case for FSCM. The blog looks at the key areas of responsibility of a CFO and how you can align the benefits of a FSCM project to them. Mark Chalfen in Business Process Expert, ERP, Financial Excellence, Shared Services Center (AIC, EIC) [Jul. 01, 2010 12:13 PM | 0 Comments | Permalink]

Integration of the Employee Interaction Center (EIC) with Maintain Master Data (PA30)
This blog will outline the integration that SAP offers with maintain master data for customers that are on the ERP version of the Employee Interaction Center Jarret Pazahanick in Beginner, Enhancement Packages, ERP, Human Capital Management, Shared Services Center (AIC, EIC) [Jun. 21, 2010 03:26 PM | 0 Comments | Permalink]

New Forum for Shared Services Center (AIC, EIC)
I would like to introduce a new forum designed specifically for questions and answers related to the Shared Service Center (AIC, EIC). Jarret Pazahanick in ABAP, SAP Developer Network, Human Capital Management, Financial Excellence, ERP, Enhancement Packages, CRM, Business Process Expert, Beginner, Shared Services Center (AIC, EIC) [Jun. 21, 2010 11:56 AM | 0 Comments | Permalink]

How to truly maximise the benefit of your FSCM implementation
This is my 3rd blog focusing on FSCM. I am now looking at how to get the most out of your implementation Mark Chalfen in Business Process Expert, ERP, Financial Excellence, Shared Services Center (AIC, EIC) [May. 20, 2010 07:43 PM | 0 Comments | Permalink]

How to Effectively Manage Your Workforce Talent
Do you know how to effectively manage your people resources during this changing labor market? Learn firsthand from customer experiences how SAP HCM - Human Capital Management - solutions helped your colleagues and - yes - even your competitors - recruit, engage, manage, develop and compensate their people resources. Read highlights from the Annual SAPPHIRE and ASUG Conferences, co-located at the Orlando Convention Center where ASUG and SAP will bring you the most valuable customer case studies, demonstrations and hands-on experiences with SAP HCM. SherryAnne Meyer in Business Process Expert, SAP SAPPHIRE, SAP Interactive Forms by Adobe, SAP Developer Network, SAP Business Suite, SAP Business One, Organizational Change Management, Human Capital Management, ERP, Enterprise Portal (EP), Enhancement Packages, Business Process Management, Shared Services Center (AIC, EIC) [May. 11, 2010 06:56 PM | 0 Comments | Permalink]

What is new with the Employee Interaction Center in EHP5
Word is slowly starting to come out on what will be delivered in Enhancement Package 5 (EHP5) for the Employee Interaction Center and although it is subject to change I thought I would share it with the SDN community. Jarret Pazahanick in Enhancement Packages, ERP, Human Capital Management, SAP Developer Network, Shared Services Center (AIC, EIC) [May. 06, 2010 05:47 AM | 11 Comments | Permalink]

Electronic Invoicing and ERP Processes, Part 1
This article describes the challenges with supporting global electronic invoicing. Kevin Benedict in Business Process Expert, ERP, Shared Services Center (AIC, EIC) [Apr. 28, 2010 01:40 PM | 2 Comments | Permalink]

Operational Goals, EDI and SAP Information Interchange
This economic recovery looks to be a slow grind that will test management's capacity to increase production without adding significantly to headcount. This will force companies to seek greater efficiencies in order to increase production. Reducing paper processing and administration costs is one way to reduce costs. Expanding EDI and B2B data exchanges with trading partners is an effective way to reduce costs, but not if it requires an increased headcount of expensive EDI professionals and consultants or more software and hardware. Kevin Benedict in Business Process Expert, Shared Services Center (AIC, EIC), SAP Process Integration (PI), SAP NetWeaver Platform, Procurement and SRM, Organizational Change Management, Oil and Gas, Mill Products and Mining, Manufacturing, Life Sciences, Human Capital Management, ERP, Consumer Products, Chemicals, Standards [Apr. 05, 2010 11:34 AM | 7 Comments | Permalink]

Existing EDI Users and the SAP Information Interchange
Why would a company consider replacing their legacy EDI system with the new SII (SAP Information Interchange)? This artilce discusses some of the motivations companies may have. Kevin Benedict in Automotive, Business Process Expert, ERP, Master Data Management (MDM), Professional Services, SAP NetWeaver Platform, SAP Process Integration (PI), Shared Services Center (AIC, EIC), Standards [Mar. 18, 2010 07:54 AM | 3 Comments | Permalink]

Best Practices for Project Portfolio Management-Part1
This blog talks about what is the best way to manage a project portfolio and how to engage with business. The aim is to make sure that IT is doing the things which business wants and brings real business benefits but also not doing things,which will make IT architecture comburesome & difficult to maintain. Kripa Nidhi Tiwari in Beyond SAP, Shared Services Center (AIC, EIC), SAP Solution Manager, Partnership, Organizational Change Management, Governance, Risk and Compliance, ERP, SAP Business Suite, Business Solutions, Business Process Expert, Standards [Mar. 03, 2010 03:58 PM | 0 Comments | Permalink]

Activity Search Options within the Employee Interaction Center (EIC)
Activity Search Options within the Employee Interaction Center Jarret Pazahanick in Human Capital Management, Shared Services Center (AIC, EIC) [Mar. 02, 2010 12:34 PM | 0 Comments | Permalink]

Employee Search Options within the Employee Interaction Center (EIC)
Explores the Employee Search Options within the Employee Interaction Center (EIC). Jarret Pazahanick in ERP, Shared Services Center (AIC, EIC), Human Capital Management [Jan. 18, 2010 02:56 PM | 0 Comments | Permalink]

IT Excellence in HR Service Delivery
Shared Services; HR Service Delivery Model, Human Capital Management; HR; Human Resources; Business Transformation; Shared Services Framework Patrick Blume in Business Process Management, ERP, Shared Services Center (AIC, EIC), Human Capital Management [Jan. 10, 2010 11:41 PM | 1 Comments | Permalink]

CRM 7.0 Interaction Center: Configurable Context Area, Corporate Branding, and Toolbar Icons
In this blog entry we look at some cool new options in CRM 7.0 for allowing companies to customize the default appearance, layout, and configuration of the header area of the Interaction Center to better support corporate branding and business requirements. John Burton in Business Process Expert, CRM, Shared Services Center (AIC, EIC), Utilities Industry [Dec. 02, 2009 12:46 PM | 0 Comments | Permalink]

How to Create an Activity within the Employee Interaction Center (EIC)
We are often asked about how to set up the Employee Interaction Center from a configuration and development standpoint but as is too often the case with a newer SAP product, there is a lack of understanding on how to use the product that end user (agent) will be working with. This blog will outline how to create an EIC activity within the ERP version of the Employee Interaction Center. Jarret Pazahanick in ERP, Shared Services Center (AIC, EIC) [Nov. 19, 2009 10:12 PM | 1 Comments | Permalink]

Wal-Mart and Supply Chain Financing Require EDI
This article discusses a recent Wall Street Journal article on Wal-Mart's Supply Chain Financing initiative and how EDI/B2B connectivity is required to make it work well. Kevin Benedict in Banking, Shared Services Center (AIC, EIC), SAP Process Integration (PI), SAP NetWeaver Platform, RFID, Retail, Procurement and SRM, Oil and Gas, Manufacturing, Life Sciences, ERP, Consumer Products, Chemicals, Business Process Expert, Wholesale Distribution [Nov. 17, 2009 07:15 AM | 0 Comments | Permalink]

Keys to Ensure a Successful SAP’s Employee Interaction Center Implementation
The keys to ensure a successful SAP’s Employee Interaction Center Implementation. Jarret Pazahanick in CRM, ERP, Shared Services Center (AIC, EIC) [Oct. 12, 2009 03:45 PM | 0 Comments | Permalink]

TechEd 09 - IT Optimization for Dummies ... note: I am talking about myself ;)
Can you Optimize IT by looking at the three parameters Business Value of IT, Cost and Risk? Join Swen at TechEd Phoenix to find out how a simple framework can guide your IT Optimization efforts. Three practical examples will be at the center of the discussion. Swen Conrad in Beginner, SAP TechEd, SAP Solution Manager, SAP NetWeaver Platform, Run SAP, Product Lifecycle Management, Organizational Change Management, Governance, Risk and Compliance, Enterprise Performance Management, SAP EcoHub, CRM, Business Solutions, Business Process Modeling, Business Process Management, Business Process Expert, Beyond SAP, Shared Services Center (AIC, EIC) [Oct. 05, 2009 10:32 AM | 0 Comments | Permalink]

Quick Tip: Access All Defined CRM Business Roles in the IC and CRM WebClients In One Easy Step
Here's a quick tip on how to access all the defined business roles via the CRM and IC Web Client without association to the organizational model. Available in CRM 7.0, this is ideal for behnd the scene users. Renee Wilhelm in CRM, Shared Services Center (AIC, EIC) [Sep. 29, 2009 09:00 AM | 2 Comments | Permalink]

Employee Interaction Center (EIC) and Solution Types
How to set up Resolutions within the Employee Interaction Center(EIC) Jarret Pazahanick in ERP, Shared Services Center (AIC, EIC) [Sep. 24, 2009 11:52 PM | 3 Comments | Permalink]

ERP Employee Interaction Center (EIC) What's New and Exciting In Enhancement Pack 4 (EHP4)
This article outlines the new functionality that SAP delivers for the ERP Employee Interaction Center (EIC) in Enhancement Package 4 (EHP4) Jarret Pazahanick in Enhancement Packages, ERP, Shared Services Center (AIC, EIC) [Jul. 29, 2009 09:18 AM | 3 Comments | Permalink]

Category and Subcategory within the Employee Interaction Center (EIC)
We are often asked about how to best set up Categories and Subcategories within the Employee Interaction Center (EIC). This blog will outline some of the key business decisions that should be made up front as well as the technical details on how to set them up in SAP. Jarret Pazahanick in ERP, Shared Services Center (AIC, EIC), CRM [Jul. 10, 2009 05:03 AM | 0 Comments | Permalink]

SAP CRM 7.0 Account Identification: Multiple Business Partner Confirmation
Account Identification within SAP CRM 7.0 has been enhanced to include scenario coverage for cases where individuals are calling on behalf of other contact persons. This functionality is crucial to Shared Service Centers as well as interaction centers dealing with household account management or family plans. Renee Wilhelm in Business Process Modeling, CRM, Shared Services Center (AIC, EIC) [May. 01, 2009 06:00 AM | 3 Comments | Permalink]

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Recent Shared Services Center (AIC, EIC) Discussions

Good article
Posted on Jul. 13, 2011 01:27 AM
by Malcolm A Paris
Hi Jarret. Thanks for your comments. I agree that any customer approaching EIC ...

Good article
Posted on Jul. 12, 2011 04:07 PM
by Jarret Pazahanick
Hi Malcom Good job for your first SCN article and glad to see you contributin...

Email option in cart is not working for knowledge article
Posted on Jun. 29, 2011 12:33 AM
by Bettina Giese
Hi Kumar, have you checked whether a smart form is assigned to the action KN...

Email option in cart is not working for knowledge article
Posted on Jun. 20, 2011 10:04 AM
by Kumar Kumar
Hi, We have configured knowledge article scenario in my current project, but ...

Predictive Dialer included in SAP BCM software
Posted on Jun. 14, 2011 10:29 AM
by Min Gao
Thanks John

Predictive Dialer included in SAP BCM software
Posted on Jun. 14, 2011 09:48 AM
by John Burton
Hello Min, As far as I knew, BCM training was only ever offered in Finland. B...

Predictive Dialer included in SAP BCM software
Posted on Jun. 14, 2011 08:05 AM
by Min Gao
John Thanks for the information. Do you know whether SAP offer any BCM tra...

Predictive Dialer included in SAP BCM software
Posted on May. 31, 2011 02:13 PM
by John Burton
Hello, SAP BCM does not include a predictive dialer. However, SAP can be, and...

Predictive Dialer included in SAP BCM software
Posted on May. 31, 2011 11:28 AM
by Min Gao
John Does the predictive dialer is part of the SAP BCM or user need to purch...

EIC
Posted on May. 04, 2011 03:00 PM
by Jarret Pazahanick
Hi Julie There are no pre-requisites other than being on ECC 6.0 EHP1 and sin...

EIC
Posted on May. 04, 2011 02:41 PM
by Julie Pickin
Hi I found this a very interesting article as we are just thinking about implem...

How do you know people are working?
Posted on Apr. 25, 2011 12:26 PM
by Tom Cenens
Hello SherryAnne I agree with Michelle that there are a lot of tools availabl...

Does not cover all concerns of global operations model
Posted on Apr. 25, 2011 07:20 AM
by Pratik Talwar
Points which are mentioned here are definitely important, but only to an extent ...

Great lesson!
Posted on Apr. 25, 2011 06:55 AM
by Sylvia Santelli
Great Lesson! Reminds me of a fish, if you aren't moving, your sinking. Gre...

Good Article
Posted on Apr. 25, 2011 06:53 AM
by Jarret Pazahanick
Hi SherryAnne This was a good article and a number of important topics. I thi...