Content Management in mySAP CRM BIT614

Release 640 04/05/2006

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Content Management in mySAP CRM Contents:
 Importance of Content Management in mySAP CRM  Customer benefits  Content Management scenarios  Technical concepts  Business scenarios and business objects  Content Management: Function overview  Customizing

© SAP AG 2002

2 Content Management in mySAP CRM: Unit Objectives At the conclusion of this unit. you will be able to:  Evaluate the importance and customer benefits of Content Management in mySAP CRM  Define the differences between ArchiveLink and the Document Management Framework  Name the most important business scenarios and business objects in mySAP CRM  Describe the Content Management functions in mySAP CRM © SAP AG 2002 .0.

1 Overview Diagram 6 Course Overview The Document Management Infrastructure (KPro) SAP Content Server and Cache Server Storing Documents Using ArchiveLink and the GOS 1 2 3 4 5 Content Management in mySAP CRM SAP Records Management mySAP PLM Document Management System SAP Knowledge Warehouse (KW) Overview of Knowledge Management in the SAP Enterprise Portal 6 7 8 9 10 The ArchiveLink Document Finder © SAP AG 2002 (C) SAP AG BIT614 1 .

the customer is at the center of the business processes. faxes. therefore improving customer contact. because it represents the actual communication between the customer and the provider. links. but also in unstructured data. document. the terms content.  (C) SAP AG BIT614 1 . unstructured forms of data such as letters. and telephone calls also play an important role. this unstructured data is often the most important.  From the customer perspective. however. and attachments are used synonymously. the customer is at the center of the business processes. mySAP CRM provides comprehensive data structures for processing important information for business processes. In a real business process. Effective integration of unstructured data is therefore an important criterion for the success of a CRM system. pictures. © SAP AG 2002 In mySAP Customer Relationship Management (mySAP CRM). and telephone calls. and analyze business processes. e-mails. The following are examples of unstructured data:  Letters. documents.2 Content Management in mySAP CRM  In mySAP CRM.  In addition to the structured data. faxes. Good integration of unstructured data is therefore an important criterion for the success of a CRM system.  Communication between businesses and customers often involves unstructured data. important information is not just contained in structured data. e-mails. links to Web content such as messages and pictures. Implementing mySAP CRM enables you to plan. One of the aims of mySAP CRM is to intensify the relationship with the customer and increase customer satisfaction. process.  For the administration of this information and the corresponding business processes and business objects in mySAP CRM.

Storing large volumes of content is not a problem. The call center employee has direct access to the written document and can provide information quickly and competently.  (C) SAP AG BIT614 1 . for example. Long searches in paper archives are no longer required. quotations. is stored in unchangeable format using SAP software. purchase order confirmations. The choice of appropriate storage formats ensures that the documents can still be read 10 or 15 years into the future.3 Example: Customer Benefits of CM Integration in CRM (1)  Call center  Do the employees in your enterprise have the same view as your customers?  Access to important documents from any workplace  As soon as the document is saved in digital form in the CRM system. it can be accessed from any workplace within seconds. You no longer need to store these documents in an additional paper archive. and so on. it can be accessed from any workplace within seconds.  The customer wants to know what has happened to their written complaint. The customer refers to a paper document that he or she has in front of them. The CRM database does not have to cope with any additional load. and a written document does not need to be first sent from one clerk to another in the internal mail.  Secure and long-term storage  Content with legal significance. contracts.  Access to important documents from any workplace  As soon as the document is saved in digital form in the CRM system.  Secure and long-term storage    Complies with legal requirements Guaranteed long-term readability of content Storage of large content volume © SAP AG 2002 Customers benefit from CM integration in a CRM call center in many ways:  A customer calls with a question about an invoice. This leads to a considerable acceleration of the business processes.

 A sales process is created for the business partner in question and an order confirmation is created that is sent by e-mail. e-mail. Because your contact center employees have access to all the relevant information. and cobrowsing are also supported. to automate the processing of an incoming order.4 Example: Customer Benefits of CM Integration in CRM (2)  Document processing with Workflow  Distribution and processing of incoming documents is supported by Workflow. BIT614 1 (C) SAP AG .  For new customers. and make them available to the customers. interest in additional products. Voice over IP. fax. If the customer problem cannot be solved. or letter to the customer.Continue to the next step. and so on).The business partner is created using the data in the order. The following is an example of a simple workflow:  Does the customer already exist as a business partner in CRM? No . Classification and full text search functions allow you to Search for the cause of errors and solutions to problems in the CRM solution database Access structured and unstructured information for the solution Here is an example of how the solution database is used in the interaction center: The customers can contact the contact center with complaints. Yes . the employee creates a service order for customer service. it is possible to structure individual workflows. for example. an activity Call Customer is created to thank the customer for the order and to find out more information about the customer (industry. Purchase orders incoming by fax. they are completely informed about the customer. requirements. or letter are examples of documents processed by Workflow   Classification and full text search  Search for the cause of errors and solutions to problems in the CRM solution database Access to structured and unstructured information for the solution  © SAP AG 2002       Document processing with Workflow Using the SAP Workflow Engine. The contact center employees find solutions for the customer problem in the intelligent solution database. Chat. You can access the document from every processing step of the workflow.

 Create documents  Example: You want to create a data sheet for a product.  You can create your own document file to structure different documents in different ways. for example. The document and the business object are linked automatically.  It is also possible to access the documents later and display them using the Create documents. using classification and Workflo w  Find documents   Create documents   Incoming documents   Outgoing documents   Mobile documents   Process documents  © SAP AG 2002 Manage attachments  Example: The location plan for a business partner is stored as a document directly with the business object for the business partner. it is also possible to display a where-used list for all the linked business objects. display. structure. and manage attachments for business objects and business processes Use Content Management as a starting point to search for documen ts and assign them to the current business object Create individual documents for a business object or business pr ocess Process and assign incoming documents Create and assign documents that are generated in CRM Exchange documents between CRM Online and Mobile Sales/Service Process documents. and Outgoing documents scenarios. TREX is supplied with the CRM package).  From the hit list.  (C) SAP AG BIT614 1 . You can then maintain the data sheet in different languages and document versions. You can create a new Microsoft Word document directly from the business object of the product.5 Important CM Scenarios in CRM (1)  Manage attachments  Assign. Incoming documents.  Find documents  Search using attributes or full text (TREX connection required.

An order is created. the system creates the customer information. fax. The document is automatically assigned to the corresponding business object in mySAP CRM.  Process documents  Example: An e-mail. or letter is processed further using Workflow. in the same way as a fax or e-mail. fax. or letter. and the document is automatically assigned to the order. or letter. an order confirmation is then sent to the customer by e-mail. The system checks whether account information for the customer already exists. In mySAP CRM. fax. The documents that belong to your campaign are transferred to the Mobile Client and are immediately available for field service representatives. and the digitized content is then assigned to the business object that corresponds to the order. If not. the document is first scanned.6 Important CM Scenarios in CRM (2) © SAP AG 2002 Incoming documents  Example: An order arrives in the form of an e-mail.  Outgoing documents  Example: The customer has placed an order. If it is a letter.  (C) SAP AG BIT614 1 .  Mobile documents  Example: You have created your marketing campaign in CRM Online.

The interface is designed to enable the storage of large volumes of data and documents. if a new version is created for a document. It can easily cope with large content volume. the SAP Content Server. You can use ArchiveLink to archive documents and data.  © SAP AG 2002 The ArchiveLink interface was specifically developed for connecting to archive systems. Using the DMF. and storage of dynamic documents. and indexing. and they are supported equally in SAP CRM. check in/check out. (C) SAP AG BIT614 1 . ArchiveLink is optimized for large volumes of static content. The content can be physically stored in the CRM database.  ArchiveLink  ArchiveLink focuses on the safe and long-term storage of static content. and offers many functions that support the content creation process.7 Technical Concepts in mySAP CRM  In mySAP CRM. Static content does not change after it has been linked to mySAP CRM and saved. on a long-term basis and in unchangeable format. One advantage of ArchiveLink is that the documents can be stored in external content servers and not in the SAP CRM database.   Document Management Framework (DMF)  The DMF focuses on the creation. Both of these technical concepts can be easily enhanced. document history. but does not offer functions such as versioning. it is possible to link content with business objects. or an archive system. It also provides document management functions such as versioning. Dynamic content may change. The user interface is the DMF Explorer. The DMF is ideal for dynamic content. administration. which is integrated in the standard application for the business object. multilingual capability.  Document Management Framework  The DMF is based on the Knowledge Provider (KPro).    The technical concepts of ArchiveLink and the DMF each have a different emphasis. for example. two different technical concepts are supported for the integration of Content Management.

(C) SAP AG BIT614 1 . see unit 4.8 ArchiveLink Integration  Storage and administration of static documents  Write-protected storage  Optimized for processing large quantities of documents  Interface for scanning integration  Archiving outgoing documents  Workflow integration  Archiving documents and data  Supported by many storage system suppliers © SAP AG 2002  For more information on ArchiveLink.

 Versioning: You can access different document versions.  Document history: You can display the history for a document to find information such as how many different versions exist. the document is checked back in. You can also use the history to access older versions. (C) SAP AG BIT614 1 .  Check-in/Check-out: A user can check a document out to change it. it is not possible for another user to change the document. and so on.  Attribute assignment: Attributes such as author.  Structure of individual folders to create your own document structure. product documentation. older versions are not lost.  Multilingual documents: You can create documents in several different languages (for example. data sheets). language. document type.9 The Document Management Framework (1) SAP CRM  Administration of dynamic documents  DMF is based on KPro  Structure of individual folder structures  Versioning  Attribute assignment  Check-in and check-out  Document history  Multilingual documents CRM DB DMF Visual Controls DMF Framework KPRO Storage system SAP Content Server © SAP AG 2002  The following main functions and features are available with the Document Management Framework in mySAP CRM:  Administration of dynamic documents such as data sheets and documentation. or when the last version was created. During this time. After the changes are complete. You can also define your own attributes. can be set by the system. Creation of subfolders is also possible.

leading to problems with the database backup. however. Storage can either be in the CRM database. In mySAP CRM. only useful for small numbers of documents. the SAP Content Server.10 The Document Management Framework (2) SAP CRM DMF Visual Controls DMF Framework KPRO CRM DB Storage system SAP Content Server © SAP AG 2002  The diagram shows the schematic structure of the DMF in CRM. KPro is responsible for access to the actual storage medium. or an external storage system. Otherwise the database becomes too large. (C) SAP AG BIT614 1 . which is responsible for linking business objects and documents. Saving in the CRM database is. KPro underlies the DMF Framework. the DMF is integrated using the visual controls (such as the DMF Explorer). The visual controls are based on the DMF Framework.

Presegmentation Based on Customer Behavior Patterns. Tour Planning. Predicting Customer Behavior. Customer Profitability Analysis. One-Step Business. Sales Contract Processing Field sales Territory Creation. MySAP CRM 3.0. Web Analytics.11 Business Scenarios in CRM 3. Campaign Management. SAP material number 50055639. see Business Scenarios for mySAP Customer Relationship Management Using mySAP CRM 3.0. Campaign Execution. Customer Livetime Value Analysis Sales Opportunity Management. Product Proposal. Opportunity Management and Mobile Sales. Customer Visit & Order Entry eSelling Product Catalog Management and Product Recommendations. Order Process in B2C eSelling.0 (1)  Marketing management  Sales  Field sales  eSelling  Integrated sales planning  Customer Service  Field service and dispatch  Interaction center © SAP AG 2002           For details on the business processes in CRM 3. Sales Order Processing.0 includes the following business processes: Marketing management Marketing Plan Creation. Territory Deletion. Target Group Creation. Order Process in B2B eSelling. Web Auction (C) SAP AG BIT614 1 . Live Web Collaboration . Lead Management.

Mobile Service Interaction Center Lead and Opportunity Qualification. Complaints Processing (C) SAP AG BIT614 1 .12 Business Scenarios in CRM 3. Returns Processing Field Service and Dispatch Service Processing with Resource Planning. Service Processing with Contract-Based Service Level Agreements.0 (2) © SAP AG 2002         Integrated sales planning Integrated Sales Planning for Key Accounts Customer Service Service Contract Maintenance for Installed Base. Interaction Center . Outbound Telesales. Internet Customer Self Service. Handheld Service .Customer Service . Information Help Desk. Inbound Telesales. Service Processing without Resource Planning. Service Confirmation . Complaints Processing.

for example. for example. or an organization. from a lead. a group.  Service  Service process: Represents a procedure such as maintenance or repair. or a service.  Marketing  Lead: Business process in which business partners are created as potentially interested parties.13 Important Business Objects in mySAP CRM 3. or any other action involving the customer.  Installation: An installation is a device or system installed at a customer site. a visit.  Sales transaction: Represents the actual sale of products in mySAP CRM. a person.  Sales  Opportunity: Sales opportunity that originates.0  Master data    Business partner Product Installation  Marketing   Lead Campaign Opportunity Activity Sales transaction Sales contract  Sales      Service    Service transactions Service confirmation Service contracts © SAP AG 2002 The following is an overview of some of the important business objects in CRM 3.  Service confirmation: Confirms time and materials for a service process.  Service contract: Applies to a service process.0. a device such as a PC.   (C) SAP AG BIT614 1 .  Sales contract: The contract that applies to a sales transaction.  Activity: Can be a telephone call.  Campaign: Used for planning and executing marketing campaigns.  Product: Can be a material. Master data  Business partner: Can be.

GOS Attachments The attachment function of the GOS is still partly active for mySAP CRM 3. This can. however.0 (for more details on the GOS.0: Function Overview  ArchiveLink using the Generic Object Services     Business partner Product Product catalog Possible for additional business objects using Professional Serv ice  DMF     Business partner Product Solution database Marketing planner and campaigns  Documents in the Mobile Client  Attachments in Mobile Sales/Service without check -in functions for the CRM Online Server © SAP AG 2002         The ArchiveLink interface Full ArchiveLink functions are available for the business partner and the product. For other business objects. DMF The DMF Explorer is directly integrated in the application for the business partner and the product. the display of ArchiveLink documents using the GOS is not activated in the standard.1. DMF functions are also used to integrate documents. be easily changed in a project by using Professional Service. (C) SAP AG BIT614 1 . As of mySAP CRM 3.0 are migrated to DMF documents. Documents in the Mobile Client A limited check-in function from the Mobile Client to the CRM Online Server is available in campaigns (only documents managed by the DMF. In the campaign and the solution database. and not those managed by ArchiveLink). see unit 4).14 mySAP CRM 3. the attachments created for mySAP CRM 3.

 Support for all important business objects  All URLs can be linked © SAP AG 2002         The DMF Explorer is integrated in all important business objects.15 Additional Functions for mySAP CRM 3.1  The DMF Explorer is integrated in many important business object s:           Business partner Product Installation Lead Campaign Sales transaction Activity Opportunity Service process Service confirmation  ArchiveLink documents are integrated as folders in the DMF Explo rer. ArchiveLink documents can be accessed directly from the DMF Explorer.  Store ArchiveLink documents using file search. ArchiveLink documents are integrated as folders in the DMF Explorer. No ArchiveLink documents can be retrieved. you can only display documents that are managed by the Document Management Framework. (C) SAP AG BIT614 1 . and scanning.1. Using the Web UI. Drag&Drop. This means that the user can work with both document types within one interface. The following functions are also available:  Call the ArchiveLink Document Finder to display the available ArchiveLink document areas. Document search is not fully integrated. Restricted functions are available for browser access (using Web UI). the DMF Explorer is integrated in many important business objects. As of mySAP CRM 3.

a quotation may be a follow-up document for an existing activity.16 Planned Additional Functions in mySAP CRM 4. As of mySAP CRM 4. for example. and s o on)   Internal document flow in CRM Online  Transfer of documents when creating a follow -up document. Status management is also implemented. and the changes transported back to the CRM Online Server. For example. Internal document flow in CRM Online  You can create a follow-up document in CRM. These documents are linked directly with the follow-up document as a link or as a copy.0. it is also possible to transfer documents when creating a follow-up document. when creating and changing a document Status management for the document (in progress. Excel. DMF documents can also be changed on the client side. an approval or release process. This guarantees that the same view of the documents is available in the CRM Online Server and the Mobile Client. for example. for example. workflow events must be triggered when creating and changing documents.0  Integration of documents in the Mobile Client    Display documents from CRM Online in the Mobile Client Change documents in the client Generate documents in the client  Workflow support for DMF documents  Triggering of Workflow events. Certain data from the preceding document is then transferred into the follow-up document. To enable integration of the DMF documents in the Workflow Engine. Workflow support for DMF documents  It is possible to implement a workflow for DMF documents to represent. PowerPoint) Optional flow of values from the CRM database to the document (o nly for MS Word)  © SAP AG 2002 Integration of documents in the Mobile Client  It is possible to display documents from the CRM Online Server for a business object on the client side. if a quotation is created as a follow -up document for an opportunity  Template management  Assignment of templates to folders (Microsoft Word. released. The documents generated at the client can be stored on the CRM Online Server using ArchiveLink or the DMF. (C) SAP AG BIT614 1 .

(C) SAP AG BIT614 1 . These folder templates act as a directory structure that is created at the beginning of the process. and other objects in mySAP CRM are organized. transaction OAC0) Activate document types for business objects (Document Types Customizing Wizard. you create templates for folders in which product information. before documents are assigned to an object.17 Customizing  DMF Customizing  KPro basic Customizing (content repositories and transactions OAC0 and CSADMIN) Define templates for files (directory structures)   ArchiveLink Customizing   KPro basic Customizing (content repositories. transaction OAD5) © SAP AG 2002 Define template for folders  In this activity. business partners.

18 Content Management Integration in mySAP CRM: Summary You are now able to:  Evaluate the importance and customer benefits of Content Management in mySAP CRM  Define the differences between ArchiveLink and the Document Management Framework  Name the most important business scenarios and business objects in mySAP CRM  Describe the Content Management functions in mySAP CRM © SAP AG 2003 (C) SAP AG BIT614 1 .

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