Knowledge Management 

Purpose

In the CRM System, there are documents that are linked with business objects, for example, product-related documents. These can be product descriptions, pictures of products, general information, and so on. It is possible that a document is linked with several business objects; for example, a general description is linked with several products. You can manage these documents together in the CRM System.

In CRM Knowledge Management (CRM KM), there are the following types of documents:

·        KM documents that do not have to have a relationship to business objects and are in the KM Repository. They can, however, be enhanced with additional information such as URLs. They cannot access KM documents from a CRM system.

·        CRM Documents with relationships to business objects, such as marketing brochures and advertising material for specific products. These documents are stored in the Content Management system of the CRM server or in the database and can only be changed in the CRM system. CRM documents can be made available through a WebDAV interface in KM and hence use KM’s advantages such as the feedback option

·        News are documents that are only available in KM and are based on XML forms.

 

If you, as a user, want to have news and information on specific products, navigate to the CRM Portal Info Center. Enter your search criteria there and start the search.

You get a list of all the documents that match the query. The list contains all documents regardless of

·        Source system

·        Object dependency

·        Appended Business Objects

When available, the related object names are displayed too.

Navigate then to the product object connected with the document in order to see detailed information on the product.

 

Special Features for Channel Management

In Channel Management, Knowledge Management is referred to as Content Management, although its content is the same.

Prerequisites

Business Partner	SAP Application Component	Configuration
Brand Owner	SAP CRM 4.0, SAP Enterprise Portal 5.0	Use SAP Solution Manager.
Partner	SAP CRM 4.0, SAP Enterprise Portal 5.0	Use SAP Solution Manager.