SAP Knowledge Base Article - Public

2084884 - Self-Service Changes vs. Paid Professional Services - Compensation

Symptom

  • The SuccessFactors application has a very strong set of self-service tools to enable clients to make year-over-year updates for free without needing to engage a paid Professional Services Consultant. It is important to note however, that while this tool is available, we recommend clients engage Partners or Professional Services anytime you are going to change your business process to ensure that program's success. Self-Service may not deliver optimal results for your program, especially when the administrator is not trained on all features and functionality of the tool and module being edited.
     
     
    Always build a minimum of 4 weeks into any cycle for design change, development, and QA testing before ever launching to your end-users. See our essential admin guide when preparing for a new cycle.
     
     
  • What does Customer Success support me with when I try to make changes using Admin Tools?

Environment

  • Compensation

Resolution

  • Designing, implementing and training of Comp & Varpay programs is a very specialized skill set which is performed by our highly trained Professional Services Consultants and Partners. Even small changes can have large and unexpected impacts in the life-cycle of your program and therefore will need the proper consultation to ensure the changes are done properly, with proper QA cycles, and backup plans, which can only come from one of our specialized teams.
  1. Self-Service - Admin tools
  2. Professional Services (Paid) - Consultants trained in designing, building and implementing new and updated programs. Full service. 4 week turnaround.
  3. Partner Support (Paid) - Services differ between partners, but they can typically offer both changes to existing programs as well as designing new programs.
  4.  Training: Training on new features and functionality beyond what we have documented in our Knowledge Base is a function of the Cloud Learning Center.

 

  • Platinum Clients: Please engage your Customer Success Manager as early as possible in the cycle to discuss what options are available to you for making configuration changes.

 

What is Self-Service Good For?

  • You can apply many changes immediately, without a need to engage support or open a support ticket, by using our Comprehensive Configuration Options now available in Admin Tools.
     
  • Self-Service admin tools is provided so that admins can make basic year-over-year changes themselves to speed up design time. It is assumed you already have a professionally designed program, typically created by Professional Services, that is already working and that you were able to use successfully in your last cycle. It is not a tool to enable you to build new programs from the ground up (even though in theory that is possible for an advanced admin) or to change the way how you do your compensation program where you are unable to complete it all yourself.
     
  • Many clients, especially when you have new admins or complex programs should not attempt to do it all for free via self-service, and are better served by engaging Professional Services early to get the comprehensive assistance often needed.
     
     
     
  • If you have quick questions and basic questions that can be suitably handled by regular support then either use our Community Quick Question Forum, or open a case for each request. The following list outlines what we can answer via a regular support ticket to help you use the self-service tools.

 

Functions In-Scope for Customer Support

  • Note: Most of the following can be completed by your admins with minimal support from Customer Success. In other words, where you just need help on one or two items
     
  • Basic year-over-year program updates for existing templates that were designed and implemented originally by a Professional Services Consultant. Your existing program needs to have already been working and where you can show this via historical worksheets.
     
  • This Includes but is not limited to

    • Helping you copy an existing template (with no fundamental changes).
    • Updating basic plain text & instructions.
       
    • Making single one-off changes to an existing program. Note - Major changes are out-of-scope for Customer Success.
    • Helping you copy current year goal plan to make a new goal plan (with no fundamental changes) and linking that to your new comp/varpay program.
       
    • Minor tweaks such as label changes.
       
    • Updating goal plan categories.
       
    • Instruction on how to modify Rating Scales and connecting to a template.
       
    • Instruction on any of the switches/options on the self-service screen.
       
    • Instruction on how to store comp data in Employee Profile.
       
    • Guidance on how to create forms.
       
    • Guidance on how you can copy a template from your test instance to production via self-servisse.
       
    • Reconfiguring a template that is copied from test (and was tested to work in test - you will need to provide access to the test doc to show a working copy) to production that requires some tweaks to work in production (usually changing goal plan IDs or competency IDs). 
       
    • Updates to single templates
       
    • Instruction on how to update IMPORT_KEYS for existing fields.
       
    • Assistance on updating proration dates.
       
    • Explaining permissions (It is clients responsibility to apply or change any existing permissions via admin tools).
       
    • Using existing Knowledge Articles to troubleshoot issues where forms won't launch or people are not on the right plans.
       
    • Guidance on how to Add, Delete, or Move members between plans.
       
    • Guidance on creating or editing Route Maps prior to go live.
       
    • Guidance on new features and functionality documented in our Knowledge Base. (Note: CS does not provide product training on how to use the tool.)
       
    • Note: As different issues and questions via support tickets need to be routed to the appropriate Support Engineers, we kindly ask you limit each support ticket to 1 question or issue. If you have multiple questions/issues please open a separate support ticket for each.

 

Limited Support for Broken Programs

  • CS is limited in troubleshooting a program that you copied, edited and now find does not work. Each client has custom configurations, and are uniquely complex in their design. Each program took weeks to design so when it is broken it is understandable that it could possibly take days to identify all the issues introduced, therefore it is out-of-scope for standard support.
     
  • Support Engineers will first review to see if it is a common issue easily fixed, or if it is more complex and may require you to revert to last saved version.
     
    • Tip: We encourage all clients before copying and editing any template to first launch a test form to prove it even works as is, and then to save a backup as a fallback point should you break it when editing.
       
      • If you edit a template and find it no longer works, then revert back to that last known working version.
         
      • Then carefully apply changes and test after each change to confirm this does not introduce the issue again.
         
      • Engage Professional Services if you are trying to make changes that are breaking your program.

 

Functions Out-of-Scope for Product Support

  • The launching and testing of your forms to confirm they meet your specifications. Only you the client will ever know if the program truly does what you need at every step for every role, including reporting. What is wrong for you, may be a correct option for other clients, so we are not going to be able to spot what you perceive as an issue for your process.
     
  • Importing your data. Clients must import all their own data files.
     
  • Changing any settings via admin tools. Client admins are fully responsible for making any and all changes via admin tools.

 

Functions In-Scope for Partners & Professional Services (Out-of-Scope for Support)

  • Creating new programs.
     
  • Providing consultation on how to redesign your existing program (this is a function of PS).
     
    • Includes when you are not sure exactly what is to change and are wanting our experts to provide guidance and advice.
       
  • New administrator onboarding.
     
    • If you have a brand new administrator that needs to understand your current configuration, what has been implemented, and how to administer your programs.
       
  • Major or complex changes to an existing program such as
     
    • Request where multiple complex changes are being requested
       
    • Deleting fields & calculations or adding new fields & calculations (likely consultation is needed on how these changes will impact full cycle and reports.).
       
    • Creating your eligibility rules.
       
    • Uploading your compensation or varpay data files.
       
    • Creating currency conversion data.
       
    • Creating new complex calculations.
       
    • Creating and linking new fields via IMPORT_KEYS.
       
    • Changing how your budgeting is currently setup.
       
    • Creating your compensation PLANNERS, including data files & permissions.
       
    • Managing your employees and plan membership.
       
  • Building new templates from scratch.
     
    • Note, we offer the option for you to download for free, pre-built templates from our SuccessStore. These are to be used as-is. Confirm these work as-is before making any alterations. If your alterations break functionality CS will not try to fix these. Rather you should simply redownload the default template from the SuccessStore again.
       
  • Adding in new xml blocks.
     
  • Making changes not supported via self-service tools.
  • Customizations for Compensation Statements.
     
  • Customizations for ALL reports (this is a function of the BTS team).
     
  • When you are not sure exactly what is to change and are wanting our experts to provide guidance.
     
  • Changing route maps and the required permission changes that will also be needed to match the new workflow.
     
  • Training on how to use a module you have just implemented.
     
  • Adding additional languages to your instance.
     
  • Translation services.
     
  • Overhaul of existing program to meet new business needs.

  • Consultation on best practices and alternative ways on achieving desired business results

  • Rolling out the process to a new division for the first time

  • Any changes you prefer are managed by this team to simplify and lesson the burden on your team.

  • Enabling job selector.

  • Enabling of employee central integration.

  • Payroll integration.

  • Hierarchy based approval implementation. 

Keywords

KBA , sf compensation cycle preparation , LOD-SF-CMP , Compensation Management , How To

Product

SAP SuccessFactors HCM Core all versions