Technical Frequently Asked Questions : SAP SuccessFactors Integration with HR Service Delivery

[Pramod Mukkamal]

Purpose of this article is to answer basic technical FAQ on SuccessFactors Integrations.  

If you have any questions, not covered in this post — please ask your question as a comment on this article.

• What are the plug-ins that will be installed with this new Store app?
• • The following are the dependent plug-ins that will install automatically
    • SuccessFactors Spoke
    • Enterprise Service Management Integrations Framework
    • HRSD Integration with SuccessFactors

• What is used to synchronize data between ServiceNow and SAP SuccessFactors?
• • The integration uses iHub spoke of SAP SuccessFactors and Integration framework.
  • The integration services are shipped built into the integration app. This app leverages SOAP and REST APIs of SAP SuccessFactors to synchronize data

• What authentication types are supported for SAP SuccessFactors integration?
• •  The integration currently supports Basic Authentication and OAuth

• In this integration, which data is synchronized between ServiceNow and SAP SuccessFactors?
  • Departments
  • Locations
  • Job profile
  • Employee profiles
  • Employee to-dos
  • To-dos from ServiceNow to SuccessFactors (Push)
    • HR Case Outbound To-do (Push)
    • HR Task Outbound To-do (Push)
    • Content Task Outbound To-do (Push)
    • Approval Outbound To-do (Push)
  • To-dos from SuccessFactors to ServiceNow (Pull)

• Where can employee complete to-dos?
• • SAP SuccessFactors to-dos can be seen in the ‘My Tasks’/To-dos section in Employee Center. To-dos contain deep links which route users to SAP SuccessFactors UI to fulfil   tasks

• Where can I get more details about the set-up for the integration?
  • Detailed requirements for set of configurations are provided in ‘Configuring HR Service Delivery Integration with SuccessFactors’

• What are the services used?  Are they batch-scheduled or can they be synced real-time?

1. • The integration app, provides two kinds of services
     • Scheduled services – which can be scheduled per the master flow. You can set up the schedule as daily, weekly, or other interval as needed       
     • On-demand Push – where to-dos are synced with SuccessFactors in real-time

• What is the difference between “full pull” and “delta pull” of scheduled services?
  • Full Pull will be the first time pull and will bring all historical data (that fulfil the filter criteria) from SAP SuccessFactors for departments, locations, job profiles, HR profiles, and To-dos
  • Delta pull will pull the load based on the last successful run — all newly created or updated records of HR profiles or To-dos will be pulled.
  • Note:
    • Departments, locations, and job profiles only support full pull.
    • Customers can also make use of full pull property at source to explicitly initiate a full pull in scenarios like data corruption, to amend that error.

•  Where can I locate field level mapping for this integration?

1. • You can refer to the ‘Field mappings: HR Service Delivery integration with SAP SuccessFactors’ for more details

• How soon will to-dos show up in each system?  

1. • Any newly created ServiceNow to-dos will show up in SAP SuccessFactors right away and SAP SuccessFactors to-dos will display in ServiceNow after the daily scheduled job runs. Note: This is configurable; the frequency can be changed to be more frequent as needed.  

• Can workflows be built across the two systems?   

1. • The out-of-box (OOB) integration does not signal ServiceNow to create a to-do based off any action completed in SAP SuccessFactors or vice versa. For example, if an employee is terminated in SAP SuccessFactors, an Off boarding case would not auto-generate as part of this OOB integration.
   • However, customers could prompt the manager to open an Off boarding case after a termination transaction is approved in SAP SuccessFactors, or customers could configure a custom process in which an off boarding case is created when an employee is marked terminated in the employee profile.  

• Does the SuccessFactors employee data-pull, perform a delta load each time or a full load?  

1. • After the initial full pull workload, SuccessFactors will pull deltas. The OOB integration will get any Employee data that has been created or modified since the last full run. 

• What does this experience look like from a mobile perspective?  

1. • SAP SuccessFactors to-dos are visible from the ServiceNow mobile app, in the To-dos view. This capability was introduced in the Orlando release (March 2020).  

• Can we support App-to-App experiences? E.g: can an employee in the ServiceNow Mobile Application select a To-do that originated in SuccessFactors, and will this guide them/open the page within the SuccessFactors mobile app? 

1. • The current ServiceNow mobile experience will direct a user that opens an SAP SuccessFactors task in the web view.

• Where can I find supporting documentation, as I am moving from the legacy in-product integration to the new Store app
  • You can refer to the ‘Support document to help moving from In-product HR Integrations to SAP-SF SF Store app’ KB article link for more details

Please do let us know, if you have more questions while you configure for your customer, by commenting on this post 

Happy configuring! 

[Apurva16]

Hi @Pramod Mukkamala,

In the article, you stated that both basic and OAuth is supported. Is the oAuth supported also for fetching the foundation and employee worker profile data?

If yes, how did you set it up?