CRM Content Management 

Purpose

High-performance Content Management is an important component of a successful CRM landscape. You can use CRM Content Management to enrich CRM business objects such as products, product catalogs, or business partners with “unstructured” data.In Content Management, this data is called Documents.

Prerequisites

·        You have used transaction SICF to create an external alias '/default_host/sap/bc/contentserver', which contains anonymous logon data and refers to the target element '/default_host/sap/bc/contentserver'.

To display documents in the People-Centric UI, the system requires anonymous logon data for the service /default_host/sap/bc/contentserver for HTTP access to the content server.

·        The service '/default_host/sap/bc/contentserver' is active.

·        In the Interaction Center WebClient, to see the documents in the search result with a folder structure, you have set the flag for the corresponding Content Management profile in Customizing at Customer Relationship Management ® Interaction Center WebClient ® Basic Functions ® Maintain Content Management Profile.

Features

When processing business objects, the system accesses the relevant Content Management functions.

CRM Content Management offers the following functions:

·        Integration of the user interface with the various CRM applications

·        Linking of documents and business objects

·        Technical Content Management functions such as folder management and saving documents to content servers.

·        Saving to a database

·        Versioning

·        Grouping of thematically-connected content objects by using folder templates

To use folders and documents in the various applications, you can define folder templates, which in turn must be assigned to the relevant business object types. For more information, see the Implementation Guide at Customer Relationship Management ® Basic Functions ® Content Management ® Define Templates for Folders.

·        Metadata management

·        Integration with the ArchiveLink functionality.

In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. To do this, in Customizing, select Web Application Server ® SAP Web Application Server ® Basis Services ® ArchiveLink. Additionally, you can create ArchiveLink documents from Content Management.

·        Integration of Internet documents by entering the appropriate URLs

·        Import and export of documents

·        Where-Used list: You can display a list of all business objects to which a given document is assigned.

This function does not exist in the IC WebClient.

·        Content search: You can search for all the documents in Content Management, that is, you can also search for documents that belong to other business objects.

·        Document templates:

You can define templates for your documents that will be available to you later in Content Management. For more information, see the Implementation Guide at Customer Relationship Management ® Basic Functions ® Content Management ® Define Document Templates.

This function does not exist in the IC WebClient.

Special Features in the SAP GUI

·        Import and export of documents with blocking function

·        Creation of personal- and generally visible notes on document level

The graphic shows the layout of the Content Management interface.

Special Features in the People-Centric UI

·        Personalizable display of document properties: Use the Personalize button to make a selection of all the available document properties.

·        Import of documents to the People-Centric UI: To import documents, select Add, enter the document path and a name, and then select Add document.To export a document, open the corresponding document in the browser, choose File -> Save as from the browser menu and enter the required target directory.

·        Linking digital assets to business objects: To link digital assets to business objects, choose Digital Asset, find the digital asset via Search and link it to the business object.

You can see the assigned digital assets in the Ext. folder Documents:

For more information, see Digital Asset Management.

Special Features in the Interaction Center WebClient

·        Content search: In the search result, you can also display the folder, for example, to be able to assign documents on folder level more easily. Furthermore, the search result is arranged more clearly.

·        Add documents as appndices to e-mails, faxes, or to scanned letters

 

Constraints

Content Management can only be applied to the various areas of the CRM system.There is no cross-system integration outside of CRM, that is, it is not possible to share content with systems outside CRM.

Additional Information

For technical information about Content Management, see the SAP Help Portal at help.sap.com ® SAP R/3 and R/3 Enterprise ® SAP Library® SAP NetWeaver Components ® SAP Web Application Server ® Basis Services/Communication Interface (BC-SVR) ® Knowledge Provider (BC-SVR-KPR).