uccessactors Online Customer Community - SuccessFactors · 3 Tour of the SuccessFactors Community...

SuccessFactors Online Customer CommunityIntroduction and Tour

Our Community is a hub for training, implementation resources, documentation, and events, and it is the gateway to our user groups. Members stay informed about new features, product updates, HR trends and predictions, thought leadership and best practices. This is the place where product- enhancement ideas are shared and discussed with our product managers, providing critical feedback for advancing our products to new levels of innovation and business efficiencies. And last but not least, it is a platform for peer-to-peer support. We invite you to take some time familiarizing yourself with the basic structure and resources in the Community.

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Tour of the SuccessFactors Community

Table of Contents

Registration � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 3

Home Page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 4

Navigation Bar � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 5

How to Get Started � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 6

All About Product Pages - Discussions,

Resources, Ideas & Quick Answers Boards � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 6

How to Search � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 7

How to Post � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 8

How to Upload Your Photo & Update Your Profile � � � � � � � � � � � � � � � � � � � � � � 10

Resources for Success page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 12

Training page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 14

Support page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 16

Services page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 18

How to Join User Groups � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 19

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Registration

Ready to join the SF Community? Here’s how:

Go to https://community�successfactors�com

1. Click on the link to Register�

2. Complete the Registration Form:

a� Enter the required registration fields, including business email address, your password, company name, country and industry�

b� Check the box to accept the terms of service and click Register at the bottom of the page�

3. View the verification code which was sent to your business email address in an email titled Your SuccessFactors Application Account Verification Code� If you don’t receive the email please check your junk mail�

4. Enter the verification code into the pop up window�

5. If successful, you will be sent your community username which you can use along with the password you set previously to log into the Customer Community!

» If you ever forget your username or password you can access Find your username and Reset your password wizards to guide you from the links provided under Login�

» If you run into any problems when registering, please use the link to our FAQs first to see if that helps� If not, then please submit a support request using the please submit your request here link provided under Special Announcement�

https://community.successfactors.com

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Home Page

• The orange navigation bar enables you to navigate to the main sections in the community�

• Banners at the top and Announcements on the right side change often and highlight the latest news�

• Under Getting Started with Community are some of the frequently accessed topics�

• Under that are the General Community forum for general discussions and the Did You Know? forum for information about products and services�

• Top Kudoed Posts – posts that members have kudoed the most for the last 30 days�

• On the right hand side, Top Kudued Authors and Top Solution Authors give recognition to our most active community members�

• At the bottom is the Twitter Stream�

As you scroll down the Home Page you can see:

• Latest Topics – pulled from all the boards�

• Recent Answers – answers marked as accepted solutions�

On the Right side is Home Page you can see:

• Latest Video –customer videos�

• Community Tip – weekly tips�

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Navigation Bar

• When you are new to the community, the Get Started page is the place to begin� There you will find a checklist of items and videos to help you get acquainted with the community�

• If you are interested or have a question about a specific product, use the Products dropdown list to navigate to the product that is of interest to you�

• On the Resources page information and links are provided that will enable you to get the most value from your investment in SuccessFactors�

• If you are interested in Training, click on the link to the Training Page and from there you can navigate to find the training you are looking for�

• The Support page includes a blog that provides the latest updates about support, links to support, product updates weekly patch contents and an ideas board and an ideas board for support improvement ideas�

• The Services page connects you with SAP Professional Services and resources�

• If you are interested in joining a User Groups, check out the Groups page where regional and Product focused groups are on the product pages groups are listed�

• The Events page contains links to the upcoming events, as well as links to recordings of recent events�

• Finally our Value and Innovation in Practice program, also called VIP, provides complimentary webinars and in-person events�

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How to Get Started

1. Go to the Get Started page�

2. Use the Get Started Checklist and follow the links to written posts about these initial topics�

3. Check the boxes as you complete each item� (NOTE: The checklist uses cookies, so if you clear your cookies you will lose your history of completed items)�

4. Watch the Welcome and Get Started Videos�

All About Product Pages - Discussions, Resources, Ideas & Quick Answers Boards

Every product page is organized in a similar fashion so once you are

familiar with the structure of one product page, you can easily navigate

any of the product pages� Example: Employee Central Page.

• For Product Documentation look for the link in the Welcome

section at the top of each product page�

• On the left hand side, the Latest Posts from any of the forums

and blogs are listed�

• On the right hand side under Community are the various forums,

blogs and idea exchange�

• Recent Attachments lists the latest attachments from any posts

or comments�

Let’s look at the various forums and blogs on the Employee Central page�

Most these can be found on every product page under Community on the

right side�

Discussions: The first board you will find on any of the product pages is a forum for Peer to Peer Discussions� This is where

Customers post questions and share best practices� Customers and partners reply to each other’s posts�

Product Resources: this blog is owned by the SuccessFactors Product expert and is used to push product information and

resources out to customers� Latest articles are listed on the right hand side� Customers can comment on the blog if they have

questions about the topic�

Ideas: this is where customers submit suggested improvements and product experts review and respond with status updates�

Quick Answers: this is a forum designed to give Customers access to our top support analysts and help find answers to how-to

questions quickly� In general, our goal is to provide a response within 24 business hours� If there is an issue that is time-sensitive and/

or business critical, please note that only incidents submitted within the SAP Support Portal adhere to SuccessFactors support level

agreements� Before you post your question, do a search to see if it has already been answered� Questions that are specific to your

instance or questions requiring a more in-depth answer are still best addressed by submitting a case to our support team�

Some product pages may have additional user groups under Community�

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How to Search

The Community offers robust search functionality� You can search for content at the community, category, or board-level�

• To search at a different level than the page you are on, change the scope of the search by clicking on the arrow to choose a different level�

• You can also use the search functionality to find a member of the community� Insert the name of an individual member and be sure to have clicked on Users on the dropdown menu next to the search bar�

• Note also that you can see where you are in the community by viewing the breadcrumbs on the top left side�

• Here in this example you can see that you are on the Recruiting Management Product Discussions forum on the Recruiting page� To navigate back to the community home page you can just click on SuccessFactors Community�

• To search the community insert your search terms into the search bar on the top right hand side of the community�

• In this example, on the recruiting page, search default is to just search that category or page�

• Auto-suggest accelerates the search by displaying results�

• The checkmark in front of the first search result which indicates that this is an accepted solution� This means that the person who posted the question acknowledged that reply offered a solution that works�

• Click on the search result to see

this solution�

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How to Post

• Remember that if you have a question, try searching first to see if it’s already been asked and answered using the Search bar at the top�

• If your question has not been answered, decide which forum it should be posted on�

• The General Community forum is the place to post general questions for the community�

• Questions about best practices or tips from other customers should be posted on that product’s Discussions forum�

• “How to” questions for a specific product should be posted on that product’s Quick Answers forum since it is monitored by our Support experts�

• When you are ready to post a question, click on the appropriate board�

• In this example to post a question on the Employee Central Quick Answer board, click New Message�

• Input Subject�

• Create post in the body�

• Add attachments (if applicable)�

• Click on Post�

• Use tags to improve searches�

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• When you accept a solution, both the question and the solution get special icons and links that take you directly from the question to the answer�

• Here in this example you can see that both the question the solution have the checkmark icon�

• This checkmark icon also appears on boards and in search results so you can see which messages have solutions�

• Give authors of solutions, articles and ideas the kudos they deserve�

• Kudos are a way to give approval to content you like�

• To give kudos just click on the thumbs up icon�

» Whenever you see a question that you know the answer to, please help others out by providing a reply.

• If a community member answers your question, please acknowledge this by clicking accept as solution�

• Here is an example where a community member has posted a reply to a question but the person who asked the question still needs to review the answer and then click on Accept as Solution�

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How to Upload Your Photo & Update Your Profile

Photos make the community more personal and help your peers to put your face with your name�

• To upload a photo, click on your name at the very top of the page�

• Under My Images on the right hand side, choose upload image�

• Browse to your image and click Open, then click Save once it has uploaded�

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• Also under My Settings, you can complete or update your Personal Profile�

• Go to Personal Profile and click on Personal Information� Provide as much information as you can so your peers know more about you�

• To set up your time zone and language go to Preferences, then Preference Options� Set your Time Zone� The Community structure can be translated into French and German by clicking the drop down for language� This will not translate the community content, only the community structure to your language preference�

• There are also preference settings related to Display, Layout and other options that you can adjust�

• If you would like to be notified of postings from your favorite boards, on every board you can subscribe to that board from the Options menu at the top�

• If you want to change these settings you can go to My Settings, then to Subscriptions and Notifications to confirm or change them�

• Next, select My Settings, to the right of your name at the top of the page�

• Click on Avatars, choose From Uploaded Images and click on your picture�

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Resources for Success page

On the Resources for Success page, we have complied a wide range of resources to enable you to fully utilize your investment in

SuccessFactors�

Here is a brief overview of all the resources available to you from this page�

Left Side of Resources for Success page

• At the top, there is a short description of our Value & Innovation in Practice (or VIP) Program�

• There are links to the VIP page and the VIP best practices blog�

• Note: you can also navigate to the VIP page directly from the orange navigation bar�

• Below VIP is the Resources and Updates Blog where lots of useful and relevant documents are continually posted�

• The Latest Posts are listed immediately below�

• Finally, on the bottom of the left side of the page there is a link to the SAP Support Portal�

• If you are just getting started using the SAP Support Portal, click on the link to the Admin Guide to Getting Started�

• Note: you can also navigate to the Support page directly from the orange navigation bar�

• Next is the Admin Resources Calculator, one of our latest tools developed to help estimate the resources required to manage and administer your HCM solution�

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Right Side of Resources for Success page

• On the top is information and links about our SuccessFactors Expert (SFX) Accreditation program�

• The Thought Leadership links takes you to white papers, academic research, case studies and more in areas including HR Strategy, Process Integration, Adoption & Change Management�

Under Improvements and Updates there are

links to:

• Information about submitting Ideas�

• Customer Commitments�

• Support Improvements�

• The Product Roadmap�

• Quarterly Product Updates�

On the Thought Leadership page you can click on

the topic of interest to view the document�

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Training page

• Click Visit Cloud Learning Center where you can login to find training materials and resources as well as the schedule for training�

• Please note that if you are a new member who has just registered to the Customer Community, you will have to wait up to 24 hours for your Cloud Learning Center account to be activated�

• Also please note there is a Default Password listed on the page�

• Members will be prompted to create their own password upon first successful entry into the Cloud Learning Center�

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• On the right side of the page, you will see information and links to SAP Training and Certification�

• Below that is information and links about the recently launched Expert Administration Program�

• Further down the page is information about Private Training�

• As you scroll down the page, under Data Sheets, there are comprehensive guides with links to training resources and catalogs with course descriptions are posted�

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• The Support Blog provides the latest information about a range of topics of interest to SuccessFactors Support Administrators�

• To the right side of the Support Blog under Get Support, there are links to thee SAP Support Portal and a link for calling Support� The SAP Support Portal is a separate system from the community accessible to Support Admins using their support portal credentials�

• If you are a new Support Admin then click on the link for the Welcome Program to access the Support Resources Kit�

Support page

The Support page has a dropdown menu so you can access the Support Blog, Product Updates, Weekly Patch Contents

and Support Improvement Ideas directly from the orange navigation bar�

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• Product Updates can be accessed either directly from the dropdown menu under Support or from the Product Updates button on the Support blog page�

• Support Improvement Ideas can be accessed either directly from the dropdown menu under Support or from the Support Improvement Ideas button on the Support Blog page�

• The Support Improvement Ideas forum is where customers are invited to propose ways we can work together to improve your Support experience�

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Services page

If you haven’t worked with SAP Professional

Services this is where you can learn more�

• On the right side, click the links to learn more about the Professional Services, Customer Success Stories & Team Bios and Rapid Deployment Solutions�

• There is also a link to the Professional Services Welcome Kit that provides substantial content to support your implementation�

• Finally there is a Contact Us link for contacting Professional Services�

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How to Join User Groups

If you are interested in networking with your peers either within your region, or are in the same industry, navigate to Groups from

the top orange navigation bar� to access the list of regional user groups�

• Announcements are at the top right

• Under Community are Regional and Special Interest Groups listed

• Latest Topics on the left side lists what’s recently been posted

• If there is a group that fits your needs click on that group� User Groups are led by customers with a SuccessFactors liaison and meet regularly�

• Groups can be Open or Closed�

• If the group is Open, then you become a member just by clicking on the Join Group button�

• If the Group is a Closed, click on the Ask to Join button and the User Group Leader will receive your request and decide whether to approve your request based on the guidelines of the group� The content of closed groups is only visible to the members of that group�

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• If the Group is a Closed, click on the Ask to Join button and the User Group Leader will receive your request and decide whether to approve your request based on the guidelines of the group� The content of closed groups is only visible to the members of that group�

If you are interested in a product focused user group, take a look at the product page to see if there is one� Currently there are

user groups focused on Recruitment and Learning products�

Example: Learning User Groups on Learning page

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Value & Innovation in Practice (VIP)

VIP webinars and events are where best practices and case studies are shared in webinars and in-person events and are

complimentary to current SuccessFactors customers�

On the VIP page under Announcements click on the Sign up Now button, to see a list of upcoming sessions you can register for�

If you scroll down, you will see links to recordings of past webinars�

Recordings, presentations and information

from past events are also posted on the

VIP Best Practice Resources blog�

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Thank you for taking the time to familiarize yourself with the Customer Community.

Please contact us if you have any questions at [email protected]

Danielle Beeken

Global Director Customer

Engagement and Advocacy,

Community at SAP HR LOB

Lynne White

Community Strategy and

Execution Specialist

http://[email protected]

SuccessFactors Global Headquarters 1500 Fashion Island Blvd. Suite 300 San Mateo, CA 94404, USA

TOLL FREE 800 809 9920 PHONE 650 645 2000 FAX 650 645 2099 EMEA +45 33 349 349 APAC +612 9238 6680

successfactors.com

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uccessactors Online Customer Community - SuccessFactors · 3 Tour of the SuccessFactors Community...

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