SAP SuccessFactors Employee Central Service Center

Sinch Contact Pro supports integration to SAP SuccessFactors Employee Central Service Center
Note:

Only the SAP Service Cloud (C4C) Responsive UI layout is supported with Communication Panel.

Configure the settings according to the following instructions. Then create a service request and provide your SAP Service Cloud (C4C) tenant URL to Sinch. This is required for the contact center configuration. The URL is typically of format: https://my******.crm.ondemand.com/.

  1. In SAP Service Cloud (C4C), go to Administrator > Service and Social > Communication Channels > Live Activity Configuration, select External Provider as the provider, and configure according to the following table.
    SettingValue
    Provider IDCCTR
    Provider URLCommunication Panel URL ending with embedded.html, in format:https://[subdomain].cc.sinch.com/[Tenant Name] /ecf/latest/communicationpanel/embedded.html
    Display Provider ControlMake sure this setting is selected.
    Comm. System IDCCTR
    Provider Control Dimensions
    • Height: 800
    • Width: 600
  2. Make sure the setting Open Customer Hub is not selected.
  3. For search objects, enter Tickets and Employees.
  4. Define CCTR as one of your communication systems.

    Without this setting, SAP Service Cloud (C4C) does not create events for the incoming chats/messages.

    1. Go to Administrator > General Settings > Integration > Communication Systems.
    2. Search first if you already have CCTR configured in your Communication Systems list.
    3. If you do not find it, you need to create it by choosing New and configure it according to the following table.
      SettingValue
      IDCCTR
      HostnameYour host name
      System Access TypeInternet
      System Instance IDCCTR
      Preferred Application Protocol Choose 5 – Web Service.
      ActionsChoose Set to Active.
  5. Choose Save and Close when finished.