3342801 - Knowledge Base Suggestions for an HR Ticket - Ask HR

With the 1H 2023 Release, we have issued a new feature whereby, as an employee, when you create an HR ticket in SAP SuccessFactors Employee Central Service Center, you can choose View Suggestions for a list of knowledge base articles that are available in the right pane. These suggestions are based on your selections. For example, the category, subcategory, and so on that you choose while creating a ticket.

You wish to know if there is a way to hide this, or turn this functionality off. 
With the 1H 2024 Release, this functionality is available as per SWZ-6479 

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP SuccessFactors EC Services Center
SAP SuccessFactors Ask HR

This feature enhances your experience by displaying search results dynamically on the Create New Ticket page and enabling you to access knowledge base articles while creating an HR ticket. This can also result in a reduction of service tickets for HR agents.

IMPORTANT NOTES:

1. With the 1H 2024 Release, it becomes possible to hide this functionality (cf. SWZ-6479)


2. This functionality is only available for customers using SFSF Work Zone or Jam Collaboration 

3. It is possible to choose and/or remove category types from the relevant category list, e.g. you may wish to remove Category - People if you do not want so see any employee names or profiles on your suggestions list:

4. This function leverages the JAM/Workzone API, ensuring that it only shows results within the employee's permissions. So the suggestions will respect the employee's permissions in Jam/Workzone.

Creating a New HR Ticket

Configuration of specific Search Categories

KI2305, 1H 2023, 2305, KEA, release, production, preview, SWZ-5167, suggestions, display suggestions, turn off, inactivate, SWZ-6479  , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , Product Enhancement