SAP SuccessFactors Employee Central Day 5

0:01 this conference will now be recorded no doubts how come at the end of the class you ask so many doubts now we are not asking any doubts no doubts we can continue at least say yes am I audible yes yes please yeah okay so we are clear on the configuration workbooks that we had

0:46 discussed yesterday right so we discussed about Foundation object we discussed about uh employee data workbook and then transactions workbook transactions we discussed about the event reasons that can be configured under each event and then along with that any workflows are the approvals that are to be configured we can also configure those things right so we discussed till this step right so people Central Hub is a combination of of uh Foundation object employees employee Master data and the transaction so we will not be going through that you can know have a look of it open and you will see all of them as same as no Foundation objects and master

1:32 data okay position management we'll be discussing at the end when we discuss the position settings okay and today we will uh start with the we'll start with kickoff template this one so kickoff template is again another important document which can be downloaded from partner Edge again okay so this is a PowerPoint presentation so why do we use the kickoff template is to explain or give a walk through of what success factors has okay to the customer now after explaining the kickoff template we'll be sharing them the configuration workbook okay so I have the downloaded

2:19 version of kickoff template let me open that okay can you all see my screen yes yes okay let me open it [Music] in presentation mode now this is the first slide you can modify this Slide by adding your partner's logo or your uh customer logo your name and the date and month when you are presenting it to the customer so we

3:04 have here so let me go in edit mode okay so we have agenda after agenda we have employee Central and demo of employee Central so we need to First give the customer demo of employee Central okay we need to open one of the test system and show them what we have in success factors okay so introduction what would be your role what would be you know success for this project and then to start with what is employee Central the core so why do we

3:50 call the employee Central as the core or the base module okay so the first thing that we set up in employee Central is the foundation data for now as the name says Foundation data for any project that we do the foundation would be the now let's say if you are constructing a house what is the first thing that we need we need to lay out the pillars right so those are the foundations for your building similarly for any organization when you start your implementation the first thing that you should know is the organization job and the pay structure of the customer now organization structure contains multiple

4:37 elements or objects like a company yesterday we have seen that company business unit division Department location location group so those are all part of the arc structure how many companies they have how many departments they have how many know locations they operating or how many business units or divisions they have so success factors gives us some standard objects which are under organization structure some objects which are under job structure some objects which are under pay structure so these are generally required by customers ac across the globe Sometimes some customers may ask for some additional objects or additional elements so in that case we'll be configuring the custom elements also now

5:23 they can be part of the O structure or a job or a or a pay structure under any of these structures we can configure we can associate them into the system next after we set up the foundation objects we go and see how to set up how to add employee data when you're adding the employee data the employee data is broadly divided into two parts personal information and job and employment information again within personal information personal information is again split into two parts effective dated non-effective dated similarly job and employment is also split into effective and

6:09 non-effective dated now effective dated means every record that we create or insert you need to have a date example personal information within personal information personal data is effective dated let's say the employee was hired on 11224 when the employee was hired employee's marital status was single later after 6 months employee got married okay now the effective date of that record is 17 2024 or 16 2024 depending on the record that okay so we have effective dated so every record

6:54 that we maintain you have to enter the date and you can always see history of the records in personal data if I go and see I'll see two records one was with effective 11 12024 and second was with 117 2024 now what was the difference the first record employed marital status was single second record employees marital status is changed to married so those two are the records the current data is the latest record which is from 17 2024 in future if there are any changes related to personal data we add another records similarly we maintain these records in address dependence and Bank details also these are all effective

7:39 dated effective dated will always contain history of the records and in personal information we have some blocks of information which are not effective dated so at any given point of time you will only see one record it is not possible to maintain multiple record if the data is not correct you go just correct the data if the data is not there you go and maintain the data like biographical information biographical information is all about the date of birth and Country of birth details your date of birth will not change throughout your lifetime so once you have added you if you if if that's not correct you can go and change it but you cannot say that last year my

8:24 date of birth was in Jan and this year my date of birth is in November you cannot have that record so you will only see one record for non-effective dated similarly job and employment information also you have effective and non-effective in the job information always the first record is the higher record of an employee the first event that we perform on an employee is hire so when you hired what are the what are the organizational information that you have stored for this employee company business unit division Department grade of the employee work schedule of the employee location of the employee where the employee is working on not the job title or the position title of this employ so all of these details you maintain while

9:11 hiring after 6 months employee got transferred so you go insert another record called transfer after one year employee got promoted you go insert a record called promotion after two months employ got suspended go insert a record called suspension so every record you will see in the history the system always shows the current data and then if you go to history it shows up all of the historical records how many records we have processed so far same thing with your compensation at the time of fire first record employee salary was 50,000 later employees promoted and then salary changed to 60,000 later annual salary increases employee salary is changed to 70,000 so you can see the history of

9:58 those 50,000 60,000 70,000 with effective 124 16224 11220 so you can see those historical records and even in job and employment information we also have non-effective dated portlets where you don't maintain any historical information like your termination record once employees terminated you will not see the employee status is active employee status becomes inactive and you'll see only one termination record once you rehire the employee let's say employee was terminated and then rehire so you will not see termination record when you rehire if employees hired you will not see termination if employees terminated you will see termination record if employees rehired again you will not see

10:45 termination record okay so these are the sum of the standard blocks are the portlets what success factors provides for every customer and it's it depends upon customer what portlets they want to Main these are all standard ones okay and each of these portlets are blocks contains some standard fields which we have seen yesterday in personal information we have seen first name last name middle name gender salutation nationality preferred name so all of those are standard Fields now in any of these portlets we can have a custom Fields added standard Fields can also be hidden and custom Fields can can also be

11:30 enabled okay if there are some standard fields which are not enabled by default and you want to use them you can go enable them and if standard fields are not giving the option of know some data you can go customize by adding the custom Fields into those portlets any of these portlets you can add those custom Fields what we have seen Custom 1 to 20 custom strings and Custom 1 to 10 date fields Custom 1 one to 20 long Fields custom one to one to 20 double Fields so these all of these fields can be added in any of the portlets or each of these portlets depending on customer needs and every record that we insert in job

12:17 information should always contain the event and event reason including the first record which is hire so if you're are hiring what is the event reason is it is it a regular hire is it a contractor hire or is it a intern hire or a traine hire or a consultant hire or a temporary worker hire what exactly is that so you can have those as event reasons and if you are doing a transfer what transfer is it location manager Department company country so that's the event reason so every change that you do in job information you will have to add event and event reason depending on the field that you changes system gives you that option whether it is a transfer or a promotion or a data change or no

13:03 probation completion so it can be anything both job information and comp information contains the events and event reasons every record you add should always add the event and these two are mandatory Fields event effective date event event reason these three are mandatory okay and these transactions that we initiate may also contain approvals different processes or different transactions can have different levels of approval I want to have two levels of approval in transfer I want to have three levels of approvals in promotion want to have four levels in termination yes we can configure so you

13:52 can configure the approvals in know different ways like it can be sent to a manager it can be sent to man managers manager it can be sent to a group of people it can we can send the approvals to dynamically to some users okay we can send to a particular position so all of these things can be configured in workflows then you have the people profile all of these things what we have discussed here in employee data these are part of the people profile yesterday I have shown you the employee files page okay that page page is called people profile page and this people profile page contains sections subsections and each subsection can contain either one

14:39 big portlet or two small portlets now these portlets can be standard ones are the custom ones some of them are standard on and some of them are custom portlets okay now in short okay after having all of these details dets if you want to have any optional additions we can also have some of the optional additions like a time off which is all about absences and attendances leaves and attendances how many leaves are to be allotted or how many are to be aced every year what are the types of leaves that you want to configure how

15:25 many types of attendances are to be configured so all of them are done in time off which is a optional addition to EC time sheet where you track the employees time this is also optional Global assignment this is a optional again feature which can be implemented for customers who operate from multiple countries if your customer is operating only from one country so you don't need Global assignment Global assignment is something if an employee is being sent from one country to to other country on a short or a long-term assignment we call it as a global assignment employee will still belongs belonging to the Home Country let's say I'm working in India

16:12 due to some Project work I'm asked to work from UK for next four months okay so that's called the global assignment my home country is India and due to some Project work I moving to UK for shortterm assignment or it can be a long-term assignment and I will be back after after the assignment is completed I'll be back to my home country okay I will still be working for this for the company of India not for UK so that's Global assignment and this is required only for customers who have their operations in different countries and if they have policy of sending their employees to different countries country transfer is different country transfer

16:58 is you're terminating your services in one country and you're moving to a different country that's country transfer Global assignment you will always be back to Home Country and then we have concurrent employment multiple Employments can be added to employe let's say I'm working as HR Manager for 4 hours with 50,000 salary and working as a finance manager for 4 hours okay with 60,000 salary so totaling to 1 lakh 10,000 so that's two Employments so I'll be assigned with two different positions you can add multiple jobs within one organization and the last one is the contingent workers contingent workers is all about the contractors now

17:44 contractors you may not be know hiring them as a regular employee these are contractors you will maintain very minimum or bare minimum fields in employee Central not all information that you have maintained for no regular employees are maintained for contingent no we only maintain only some of the information okay all of these can also be part of the people profile though these are the optional editions this can be part of your people profile okay in short the summary the foundation objects are the building blocks of EC

18:30 system which contains the organization job and the pay structure and then employee data contains the standard portlets and customized or configured portlets this when you're are configuring the portlets it can be standard fields or a custom Fields you can change the attributes like labels of the fields you can change the maximum length of the fields you can hide or enable the fields you can make a field mandatory or optional okay you can change the type of the field a text field can be changed to a drop- down field we can do that and events and event reasons for all of those transactions that you

19:16 perform on job information and you can also configure workflows for each of those transactions we also do a permissioning which is called RBP role based permissions permissions in employee Central or in success factors okay is very important okay very critical because of the sensitivity of the data it is very crucial now RBP we set up the permissions for each of the roles let's say I am an employee when I log in to my self-service portal I see all of my information to some extent I can go add my details like if I have to update my

20:04 personal information or my education details or my address information or my contact information I can do that on my own HR will maintain initially when while hiring but later if there is any change or if I have to add any additional information I can do that I can view my job information and comp information I can look at my salary details but I will not have option to edit my salary details if everybody's given access to update their salary information they'll go change the data my salary is one lakh I'll go add one more zero it becomes 10 lakhs company has to pay me 10 lakhs okay or I'll put another zero so I'll not be given option to

20:49 update the salary information or my employment information this is to be handled only by HR I can view other employee information again to some extent I cannot edit others personal information also I can only view others compensation I will not have access I cannot see others compensation details it's confidential right it is only strictly to the employee self okay when a manager logs in if I'm a manager when I log in I can see my data and I can also see my direct reports data okay I can also see my direct reports compensation direct reports job information or employment information

21:36 because I am the manager if I'm a HR manager I can look at every employees data in the system because I'm a HR manager and my responsibility is to maintain the employee data so HR manager will not have access to their own data also sometimes we can also restrict HR manager updating their own data details somebody else has to approve or add the details okay so all of these permissions are controlled through RBP role based permission module okay then we have we also follow or perform robust administrative functions like data Imports I'm asked

22:24 to add th000 employees add no 500 transfers promote 300 employees I can do all of those things I can upload the foundation data like bulk locations we operate from 100 locations you go create all of those 100 locations through import mass changes can be done workflows can be configured teams can be set up every Organization no will have a different theme if you look at the portal of HDFC you'll see no different colors you log to PepsiCo you'll see different colors blue and white you log to Coca-Cola portal you see or different colors red and white you log to some other company you see green and white or

23:11 no some combination or one single color so it depends on customer to customer they will see their own logos we can upload the logos we can have the themes no set up differently for different customers so all of this will be doing in our configuration okay I'll take a pause here and see if you have any questions venu uh actually I do have a question that uh as you uh tell us that told us uh regarding the role based permissions so in the permissions can we restrict anyone to

23:57 addit any which is certain number of Records suppose if anyone is doing uh editing and so we can restrict that only you can only edit at us at a time 10 records no the number of Records cannot be controlled but now whom do you want to see that can be controlled so let's say you are you belong you are a HR of a particular location Bangalore okay now I want to restrict only the employees of bangal to you so you can only update those Bangalore location employees not other other location employees so you have your operations in Mumbai also and then we have a separate HR in Mumbai so Mumbai employees will be taken care by that HR so you will not

24:44 have access to update Mumbai employee data so that can be restricted within HR department you are HR manager and we have HR associate as well HR manager should have access to all the employees of Bangalore location but HR associate should have only limited to know some employees maybe up to grade manager not above manager yes that can also be controlled okay got it

25:30 yes I got it anything else there was a question in chat box okay so let me take that so do we also have data input for only to specific event like salary changes as we perform appraisal to bunch of employees at once yes we can do now one file can contain multiple events like 10 employees I want to transfer 100 employees I want to promote 10 employees I want to have a salary

26:17 change all in one single file can upload one employee I want to upload multiple compon components one is salary Advance one is no uh the some deduction and the another one payment yes we can add all of them in one template so any number of Records can be uploaded can be done for one employee with different actions or multiple employees with multiple actions you can do that we know okay this is with the previous uh slide okay there we are having some time configurations H yeah uh does it get

27:05 integrated with the time module okay if you do those configurations yes okay thank you yeah to perform that event do we also have to approvals configured no Imports doesn't contain any approvals let's say you are doing th000 transfers at a time system will not send th approvals to managers or the approvers Imports will not trigger any workflows only the manual events that you do in the system that will trigger a workflow okay now how does employee Central work

27:50 with the rest of the success factors module success factors employee Central can be integrated with any module see here okay now it can be integrated with any module you have succession goals performance and goals now data can be sent from s from employee Central to other modules and we can also retrieve data from other modules can also fetch data from other modules to employee Center like simple example we create positions open

28:37 positions in employee Central these positions are converted into requisitions when we create a requisition system pulls up all of the details from positions and create a requisition so which is accessible in recruiting module recruiting recruiters Source the candidates now when the candidate applies for a job they upload a their resume or a profile all of the data gets updated in recruiting module now in this process recruiter collects some information from the candidate okay education details or a salary details and all so all of this information is available in recruiting once the candidate is offered candidate has accepted the offer letter on the day of joining we pull all of these details

29:24 from recruiting to employee Central we don't have to add all of these details again while hiring we have most of this information from recruiting you just fetch those details and hire the employee once we hire employees now employees performance is to be evaluated every 6 months or every quarter now the information is sent what is the designation of the employee how when did the employee join organization who is the manager of this employe so all of these details are sent to Performance for review Once performance appraisal is completed we may have to revise the employee salary so the data is sent to what is the current salary what is the current grade what is you know what are the components that this employee has all of this information is sent to

30:10 compensation compensation the salary revisions happen and salary updated salaries push back to employee Central again so data flows from employee Central to other modules and from other mod from other modules to employee Center clear what's the difference between the people profile and user data file we know people profile contains the multiple portlets okay with different fields like it contains the effective dated and non-effective dated portlets and also we have something called background elements where we store all information

30:56 about the employee now then when you have the change in the data we update those records in the system and we can see the historical data in each of those effective data portlets whereas the UDF user data file okay this contains only the active data okay from each of those fields that we have maintained in people profile so people profile contains let's say 10 blocks so from some of the field values like first name last name from personal information data of birth or datea of hire from employment information data of birth from biographical information manager from job information HR manager from job relationship so some of these details

31:42 now are added to the UDF or we call it user data file okay now there are some customers who want to have only recruiting or performance module and not employee Central so we don't Implement employee Central for them but they need the master data now that Master data is to be uploaded into a file called user data file okay or UDF so where System picks up the data from that file now when you have employee Central then also the data gets sync to the UDF and from UDF the data is sent to the other modules so whatever data that we have in user data file that

32:28 data would be sent to other modules recruiting or compensation or Performance Management okay people profile is at the user level we can where we can go and maintain once you maintain the data this data gets sync to your UDF different fields from different portlets form the UDF file and okay okay that's what uh you have it here somewhere here yeah this is employee Central where you have no personal information first name last name you have this effective dated whereas you go and see the employee profile or no this

33:13 is also UDF where it always takes the effective dat as on today now let's say your personal information or your job information contains 10 records starting from 2010 when you are hired till date you have 10 records there are multiple transfers happened multiple promotions happened you know multiple data changes happened so whatever data that you have as on date today you are senior manager or vice president UDF will show that you're a vice president it doesn't show you the historical record you want historical record you need to go and look at the people profile UDF will not tell you the historical record it will give you as on today's date

34:01 okay clear on employee Central okay so the next topic is again in kickoff template only the methodology implementation methodology that we follow for customers again this depends upon customer to customer or implementation partner to partner sap recommends us to follow follow the implementation methodology called activate methodology earlier we were following a methodology called Biz expert methodology now there are slight know changes that they have done in the terminology the process remains same okay we're calling it as activate methodology okay like how we have ASAP

34:48 methodology and sap we have activate methodology here in success factors so activate methodology contains four different phases prepare explore realize and deploy now all of the activities what we do in implementation right from the project initiation okay so when the project starts generally project manager okay let me take a question PR if a detail of an employee gets deleted in any let me take this question once h if details of an employee gets deleted in any of the module where it can be retrieved from Once the data is deleted

35:35 you cannot retrieve you'll have to go report the data audit the data even if the data is deleted you can go audit the data what was the data earlier H who has deleted it when was it deleted when was it created when was it modified and when was it deleted you cannot reverse the action deletion what you have done you cannot do that you'll have to maintain it again okay yeah yeah so the activate methodology contains four different phases prepare explore realize and deploy okay it

36:20 starts with the prepar prepare phase where project manager initiates and project manager decides how many C how many consultants are required for the particular project okay what all modules are to be implemented what is the architecture of of the customer okay what is the landscape how many systems we have to implement Dev quality test production pre-production so how many systems we have okay and then the Consultants will be asked to initiate or kick off the meeting okay we go start Interac with the customer and understand the customer's requirement okay so this is done in prepare phase in the second phase which

37:07 is explore once you have all of the requirements from the customer you need to analyze and see if all of the C all of the requirements that customer has given can be configured or are there any customizations that we have to do are there any things which cannot be done in success factors so how are we going to manage those things okay so you need to identify the gaps Gap analysis is to be done okay and see what can be customized and what cannot be done okay alternatively what can know what solution we can provide it to customer so those things we do it in the explore phase in the realized phase we do the actual configuration we have the

37:52 finalized requirements now you go do the configuration in the development system you do the unit testing in development system you move your configurations to Quality Systems where business unit business users logs in and business uniter does the texting and this testing is called uat user acceptance testing your customer or your business users have to give you sign off saying that yes whatever requirements that we have given are configured in the system and and we are good to go so once you receive this sign of you go move this configurations to production system so there are cutover activities that we

38:39 do in production system like what objects are to be moved what is the sequence of the objects that we or configurations that we have to move to production what data is to be migrated so you'll have to upload all employee data into production system once you have all the configuration and master data ready for use that's when we call it as a go life okay so each of these phases explained in detail in each of these slides what do we do in prefare Phase explore realize and deploy next when doing the testing for

39:26 Success factors modules we follow three iteration methodology iteration meaning one iteration meaning customer giving the conf customer giving their requirements in the form of workbooks okay they fill the workbooks okay they'll sign off saying that this is what we need in the system and then we review those conf we review those configuration workbooks and do the configuration in system what once we complete the unit testing we move it to Quality ask the business user to test they will be testing and they'll come up with some changes maybe some things which are not working as expected or

40:12 some things they want to have additional in the system or few things they don't want to see in the system so all of these changes will have to again track so this is called one iteration so iteration starts from customer filling the workbook till they provide no they provide the feedback after their testing so we follow three iteration methodology here if you see sap sap meaning this is implementation partner okay because this document is prepared by sap so it is showing as sap but in general it is the implementation partner who configures and does the unit testing okay first phase customer comes up with lot of changes

40:58 because that's the first time when customers started working on the system till then they don't have any knowledge or no they don't they have not seen success factors application but at this time there are there may be some things which they have forgotten okay the few things which know they have not thought of a few things which are available in the system but they don't want to see them so all of those things you'll be getting a lot of changes here in the first iteration again here we'll not be doing any kind of workflows or rbps in the first iteration first iteration we just focus on the first set of data which is foundation data and employe data

41:44 Foundation data mostly it is finalized now if you go and see here realize phase iterations iteration 1 iteration 2 and three first iteration is called Define second iteration is called refine and third iteration is called finalize Define refine and finalize now in the first iteration your foundation data majority of your foundation data 80 to 90 sometimes it is 100 percentage also okay there will not be any change in the company name or company code remains same okay or the Departments what they have given or the locations what they have given or the grades that they have asked us to configure so all of these remain same that's why it says 80 to 90% percentage if there are any additional grades departments locations to be added

42:31 we can do that or names to be changed or effective dates to be changed that we do so that's why it says 80 to 90 employee data mostly a this also 60% up to 60% because there are many fields which are available in success factor system maybe after looking at the system they may they they may feel that yes it is good to have these fields also so they'll ask us to change that we'll just give them a sample workflow like how the workflows can be triggered it can be a name Chang or it can be a transfer it can be a promotion so we will'll also give them some test data like we'll upload some 100 employees data and they can start testing on it iteration two we refine the data whatever configuration that we

43:18 have done in the first phase okay say they revise they refine it here Foundation data 100% would be completing mostly 95 to 100 percentage will complete employee data will complete and here the workflows we all we focus on workflows and RPP part any kind of custom requirements that they have okay we can configure them here and the finalized phase we'll have to complete everything all of this data configurations employee data customizations okay and the next slide it explains who is responsible for each of those

44:03 activities again all of these phases explained in detail key dates okay we give the kickoff kickoff is responsible by implementation partner okay and in first iteration Define phase complete sign and return return return workbooks is to be done by customer we configure and we does the unit testing implementation partner okay testing by customer and then complete sign off by customer configuration unit testing again iteration to it is done by implementation partner and so on yes any doubts I think there are few messages here let me take

44:53 them yeah Dev and quality would come under realize phase and production comes in deploy phase now in the biz expert methodology earlier we were doing all of those configurations in the second phase itself explore then third phase is a testing a venu okay does the implementation partner will keep any restriction on the customization like uh customer cannot have more than five changes or five uh no no no we we don't do that so anything which is required them

45:41 we we do that only thing is they cannot keep they cannot keep changing their requirements know every uh pH okay so there is an understanding V why does it say that the customer is responsible for uh loading of all the data into the system see it first time it is a responsibility of Consultants to upload the data and go life right from there onwards it is responsibility of customer if they have to hire bulk employ they will not come to C they will not come to consultant to know asking to upload

46:29 okay so custom they have their own team of HR operations who should be maintaining we will not go and hire employees right okay we will show them how to hire or how to add employee in the system we'll show them how to upload bulk data promotions transfers we will show them okay it is our responsibility but after go life it is their responsibility to upload or maintain the data but until all the all the previous data from the Legacy systems that's our responsibility to make sure that it's there yes that is a part of the realization no okay like data migration yes yeah yeah okay once that data migration is done then okay in the deploy after the deploy then it is a

47:14 customer responsibility yes okay so this is your key Ki off template so again we'll be coming back to our kickoff template once we start the configuration on Monday okay so today we'll be completing all of the theoretical part and then Monday we start with the Practical part in Monday session we'll be starting of the practicals okay again we'll come back to kickoff template there are few things which you know we go through in kickoff template

48:02 yeah so the next topic the two more things which you need to know is on the sap Launchpad there's a portal called sap Launchpad or now it is called sap for me okay so earlier we were calling it as launch pad or support uh Launchpad now what we do here in Launchpad are know sap for me is any configuration issues or any issues with the product you speak to sap or you raise a ticket or incident with sap saying that

48:51 no this is not working as expected or no this configuration is not working or we have have some data issue so how do you fix that so you can create a ticket with sap and this creation of ticket is done on a portal called Launchpad again to log to Launchpad you can log in with the you at the S user IDs that you have or S user ID that you have but you will not be able to create a ticket to the customer for the customer your customer would be giving you One S user ID here your customer will give you one s user ID okay which is used only to log to

49:38 your Launchpad to create tickets with sap okay so why do we use customer ID why cannot we use our partner ID is when you log in you can log into Launchpad using this ID also but if you are trying to create a ticket okay there you'll have to choose in which system or in which instance are you getting this issue so in the drop- down it shows up all of those instances that are tagged to your customer if I have four instances Dev quality production and pre-production those four systems will show up the company if you logged in with if you have logged in with this s user ID but if you have logged in with this s because the instances are not mapped to your partner it is mapped to

50:26 customer so if you're are working for two customers at a time you will find two customer IDs so customer again customer ID 2 this is two and this is one okay so when you login with this s user ID let's say you have four instances and here you have three instances so you can create ticket related to this customer using this ID and any tickets related to this customer you can login using this s user ID so there are some knowledge based

51:12 articles available before you go create a ticket sap has documented some issues let's say user is trying to hire employee and you are getting some issue okay so go search for any knowledge based articles that are available in the Launchpad related to the topic if you know have any documents available first go through those documents now when you create a ticket that's what success factors or recip does first they'll see if there is any kba they'll send you the kba and ask you to go through that kba if that can fix your problem now in that kba you'll find all of the information like what is

51:58 the issue what is the cause of the issue how to resolve this sometimes they also gives you the configuration steps or the screenshots saying that know you you must have made mistake in this particular screen if you don't have any knowledge based articles if it is really an issue in with the system now which was not expected or which is no which has stopped your configuration so you can create a priority tickets now we can have a low medium high or very high okay so these are the priorities that we have veryify if something you know your instance or success factor system is not working at all your system is down you want to know escalate it to

52:44 sap so syp will be responding within 1 hour or two hours high priority generally some major issue you're going live and something got stuck up you want to get it fixed immediately you create high priority if there are any medium or the low like no some issue with the development or the quality system you have the issue you can create a medium or low priority tickets as well yeah any doubts is there any limit yeah is there any limit uh contract uh with the sap for raising it depends yeah it depends upon the license or the contract that you have with sap so some customers what they are they say is the

53:30 Platinum customer or a gold customer depending on the number of licenses they have taken or depending on the N depending on the business that they have given to sap okay so yes they do consider now I have not seen no any limit on the number of tickets that we have to create see every time we don't have to create a ticket for most of the issues what we get the KBS would be resolving the issue only in case where KBS are not available you can go and create the customer tiet sorry can the customer directly create a ticket using the customer ID yes even they can do

54:18 that yeah as a consultant okay we we had to be first go through the kba to resolve as much as possible not to raise the tickets for simple things yeah yeah uh if we you are raising yeah if a consultant is Raising tickets with sap for every single you know every small small issue they'll say that your consultant has a out a knowledge Gap they'll escalate it to your implementation partner saying that now these are the simple things which are available in implementation guide or through KBS but still know consultant is creating the tickets

55:03 yeah okay so with this we have finished the theoretical part and in Monday's session we'll start with the Practical part okay so tomorrow is a holiday tomorrow and day after Saturdays and Sundays we usually don't take uh session tomorrow is a festival those who are celebrating it uh I wish you all a very happy know Ganesh chatti enjoy your weekend Saturday and Sunday next week you have you'll have lot of things to practice thank you sir same to you okay thank you all thank you sir thank

55:53 you thank you thank you venu have a happy