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Transcript of Enh Methods
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Content Management in mySAP CRMBIT614
Release 640 04/05/2006
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SAP AG 2002
Contents:
Content Management in mySAP CRM
Importance of Content Management in mySAP CRM
Customer benefits
Content Management scenarios
Technical concepts
Business scenarios and business objects
Content Management: Function overview
Customizing
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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
At the conclusion of this unit, you will be able to:
Content Management in mySAP CRM: UnitObjectives
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Overview Diagram 6
Course Overview 1
The Document Management
Infrastructure (KPro) 2
SAP Content Server and
Cache Server 3
Storing Documents Using
ArchiveLink and the GOS 4
The ArchiveLink
Document Finder 5
Overview of Knowledge
Management in the SAP
Enterprise Portal
10
SAP Knowledge
Warehouse (KW)9
mySAP PLM Document
Management System 8
SAP Records
Management 7
Content Management in
mySAP CRM6
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Content Management in mySAP CRM
In mySAP CRM, the customer is at the center of the businessprocesses.
In addition to the structured data, unstructured forms of data
such as letters, faxes, e-mails, links, pictures, and telephone
calls also play an important role.
Communication between businesses and customers often
involves unstructured data. Good integration of unstructured
data is therefore an important criterion for the success of a
CRM system.
For the administration of this information and thecorresponding business processes and business objects in
mySAP CRM, the terms content, documents, and attachments
are used synonymously.
In mySAP Customer Relationship Management (mySAP CRM), the customer is at the center of the
business processes. One of the aims of mySAP CRM is to intensify the relationship with the customer
and increase customer satisfaction, therefore improving customer contact. Implementing mySAP CRM
enables you to plan, process, document, and analyze business processes. mySAP CRM provides
comprehensive data structures for processing important information for business processes. In a real
business process, however, important information is not just contained in structured data, but also in
unstructured data. The following are examples of unstructured data:
Letters, faxes, e-mails, links to Web content such as messages and pictures, and telephone calls.
From the customer perspective, this unstructured data is often the most important, because it represents
the actual communication between the customer and the provider. Effective integration of unstructured
data is therefore an important criterion for the success of a CRM system.
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Example: Customer Benefits of CM Integrationin 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.
Secure and long-term storage
Complies with legal requirements
Guaranteed long-term readability of content
Storage of large content volume
Customers benefit from CM integration in a CRM call center in many ways:
A customer calls with a question about an invoice. The customer refers to a paper document that he or
she has in front of them.
The customer wants to know what has happened to their written complaint. The call center employee
has direct access to the written document and can provide information quickly and competently.
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. Long searches in paper archives are no longer required, and a written
document does not need to be first sent from one clerk to another in the internal mail. This leads to a
considerable acceleration of the business processes.
Secure and long-term storage Content with legal significance, for example, contracts, quotations, purchase order confirmations, and
so on, is stored in unchangeable format using SAP software. You no longer need to store these
documents in an additional paper archive. The choice of appropriate storage formats ensures that the
documents can still be read 10 or 15 years into the future. Storing large volumes of content is not a
problem. The CRM database does not have to cope with any additional load.
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Example: Customer Benefits of CM Integrationin CRM (2)
Document processing with Workflow Distribution and processing of incoming
documents is supported by Workflow.
Purchase orders incoming by fax, e-mail, orletter are examples of documents processedby Workflow
Classification and full text search
Search for the cause of errors and solutionsto problems in the CRM solution database
Access to structured and unstructuredinformation for the solution
Document processing with Workflow
Using the SAP Workflow Engine, it is possible to structure individual workflows, for example, to
automate the processing of an incoming order. You can access the document from every processing step
of the workflow. The following is an example of a simple workflow:
Does the customer already exist as a business partner in CRM?
No - The business partner is created using the data in the order.
Yes - Continue to the next step.
A sales process is created for the business partner in question and an order confirmation is created that
is sent by e-mail, fax, or letter to the customer.
For new customers, an activity Call Customeris created to thank the customer for the order and to
find out more information about the customer (industry, requirements, interest in additional products,
and so on).
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. Because your contact center employees have access to all the
relevant information, they are completely informed about the customer. The contact center employees
find solutions for the customer problem in the intelligent solution database, and make them available to
the customers. Chat, Voice over IP, and cobrowsing are also supported. If the customer problem cannot
be solved, the employee creates a service order for customer service.
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Important CM Scenarios in CRM (1)
Manage attachments
Assign, structure, display, and manage attachments for businessobjects and business processes
Find documents
Use Content Management as a starting point to search for documentsand assign them to the current business object
Create documents
Create individual documents for a business object or business process
Incoming documents
Process and assign incoming documents
Outgoing documents
Create and assign documents that are generated in CRM
Mobile documents
Exchange documents between CRM Online and Mobile Sales/Service
Process documents
Process documents, for example, using classification and Workflow
Manage attachments
Example: The location plan for a business partner is stored as a document directly with the business
object for the business partner.
You can create your own document file to structure different documents in different ways.
It is also possible to access the documents later and display them using the Create documents,
Incoming documents, and Outgoing documents scenarios.
Find documents
Search using attributes or full text (TREX connection required. TREX is supplied with the CRM
package).
From the hit list, it is also possible to display a where-used list for all the linked business objects.
Create documents Example: You want to create a data sheet for a product. You can create a new Microsoft Word
document directly from the business object of the product. The document and the business object are
linked automatically. You can then maintain the data sheet in different languages and document
versions.
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Important CM Scenarios in CRM (2)
Incoming documents
Example: An order arrives in the form of an e-mail, fax, or letter. If it is a letter, the document is first
scanned, and the digitized content is then assigned to the business object that corresponds to the order,
in the same way as a fax or e-mail.
Outgoing documents
Example: The customer has placed an order. In mySAP CRM, an order confirmation is then sent to
the customer by e-mail, fax, or letter. The document is automatically assigned to the corresponding
business object in mySAP CRM.
Mobile documents
Example: You have created your marketing campaign in CRM Online. The documents that belong to
your campaign are transferred to the Mobile Client and are immediately available for field servicerepresentatives.
Process documents
Example: An e-mail, fax, or letter is processed further using Workflow. The system checks whether
account information for the customer already exists. If not, the system creates the customer
information. An order is created, and the document is automatically assigned to the order.
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Technical Concepts in mySAP CRM
In mySAP CRM, two different technical concepts aresupported for the integration of Content Management.
ArchiveLink
ArchiveLink focuses on the safe and long-term storage of static
content. It can easily cope with large content volume.
Static content does not change after it has been linked to mySAP
CRM and saved.
Document Management Framework (DMF)
The DMF focuses on the creation, administration, and storage ofdynamic documents.
Dynamic content may change, for example, if a new version is
created for a document.
The ArchiveLink interface
was specifically developed for connecting to archive systems. You can use ArchiveLink to archive
documents and data. The interface is designed to enable the storage of large volumes of data and
documents, 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
The DMF is based on the Knowledge Provider (KPro). Using the DMF, it is possible to link content with
business objects. It also provides document management functions such as versioning, multilingual
capability, document history, check in/check out, and indexing. The content can be physically stored in
the CRM database, the SAP Content Server, or an archive system. The user interface is the DMF
Explorer, which is integrated in the standard application for the business object.
The technical concepts of ArchiveLink and the DMF each have a different emphasis. ArchiveLink is
optimized for large volumes of static content, but does not offer functions such as versioning. The DMF
is ideal for dynamic content, and offers many functions that support the content creation process. Both of
these technical concepts can be easily enhanced, and they are supported equally in SAP CRM.
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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
For more information on ArchiveLink, see unit 4.
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SAP CRM
The Document Management Framework (1)
KPRO
DMF Framework
DMF Visual Controls
CRM DB
SAP Content Server
Storage system
Administration of dynamicdocuments
DMF is based on KPro
Structure of individual folder
structures
Versioning
Attribute assignment
Check-in and check-out
Document history
Multilingual documents
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.
Structure of individual folders to create your own document structure. Creation of subfolders is also
possible.
Versioning: You can access different document versions, older versions are not lost.
Attribute assignment: Attributes such as author, language, document type, and so on, can be set by the
system. You can also define your own attributes.
Check-in/Check-out: A user can check a document out to change it. During this time, it is not possible
for another user to change the document. After the changes are complete, the document is checked
back in. Document history: You can display the history for a document to find information such as how many
different versions exist, or when the last version was created. You can also use the history to access
older versions.
Multilingual documents: You can create documents in several different languages (for example,
product documentation, data sheets).
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The Document Management Framework (2)
SAP CRM
KPRO
DMF Framework
DMF Visual Controls
CRM DB
SAP Content Server
Storage system
The diagram shows the schematic structure of the DMF in CRM. In mySAP CRM, the DMF is
integrated using the visual controls (such as the DMF Explorer). The visual controls are based on the
DMF Framework, which is responsible for linking business objects and documents. KPro underlies the
DMF Framework. KPro is responsible for access to the actual storage medium. Storage can either be in
the CRM database, the SAP Content Server, or an external storage system. Saving in the CRM database
is, however, only useful for small numbers of documents. Otherwise the database becomes too large,
leading to problems with the database backup.
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Business Scenarios in CRM 3.0 (1)
Marketing management
Sales
Field sales
eSelling
Integrated sales
planning
Customer Service
Field service anddispatch
Interaction center
For details on the business processes in CRM 3.0, seeBusiness Scenarios for mySAP Customer
Relationship Management Using mySAP CRM 3.0. SAP material number 50055639.
MySAP CRM 3.0 includes the following business processes:
Marketing management
Marketing Plan Creation, Campaign Management, Lead Management, Target Group Creation,
Presegmentation Based on Customer Behavior Patterns, Product Proposal, Predicting Customer
Behavior, Customer Profitability Analysis, Customer Livetime Value Analysis
Sales
Opportunity Management, Opportunity Management and Mobile Sales, Sales Order Processing, Sales
Contract Processing
Field sales Territory Creation, Territory Deletion, Campaign Execution, Tour Planning, Customer Visit & Order
Entry
eSelling
Product Catalog Management and Product Recommendations, Order Process in B2B eSelling, Order
Process in B2C eSelling, One-Step Business, Live Web Collaboration , Web Analytics, Web Auction
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Business Scenarios in CRM 3.0 (2)
Integrated sales planning
Integrated Sales Planning for Key Accounts
Customer Service
Service Contract Maintenance for Installed Base, Internet Customer Self Service, Service Processing
with Contract-Based Service Level Agreements, Service Processing without Resource Planning, Service
Confirmation , Complaints Processing, Returns Processing
Field Service and Dispatch
Service Processing with Resource Planning, Handheld Service , Mobile Service
Interaction Center
Lead and Opportunity Qualification, Inbound Telesales, Outbound Telesales, Information Help Desk,
Interaction Center - Customer Service , Complaints Processing
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Important Business Objects in mySAP CRM 3.0
Master data
Business partner Product
Installation
Marketing
Lead
Campaign
Sales
Opportunity
Activity
Sales transaction
Sales contract
Service
Service transactions
Service confirmation
Service contracts
The following is an overview of some of the important business objects in CRM 3.0.
Master data
Business partner: Can be, for example, a person, a group, or an organization.
Product: Can be a material, a device such as a PC, or a service.
Installation: An installation is a device or system installed at a customer site.
Marketing
Lead: Business process in which business partners are created as potentially interested parties.
Campaign: Used for planning and executing marketing campaigns.
Sales
Opportunity: Sales opportunity that originates, for example, from a lead.
Activity: Can be a telephone call, a visit, or any other action involving the customer. Sales transaction: Represents the actual sale of products in mySAP CRM.
Sales contract: The contract that applies to a sales transaction.
Service
Service process: Represents a procedure such as maintenance or repair.
Service confirmation: Confirms time and materials for a service process.
Service contract: Applies to a service process.
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mySAP CRM 3.0: Function Overview
ArchiveLink using the Generic Object Services
Business partner
Product
Product catalog
Possible for additional business objects using Professional Service
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
The ArchiveLink interface
Full ArchiveLink functions are available for the business partner and the product. For other business
objects, the display of ArchiveLink documents using the GOS is not activated in the standard. This can,
however, be easily changed in a project by using Professional Service.
DMF
The DMF Explorer is directly integrated in the application for the business partner and the product. In
the campaign and the solution database, DMF functions are also used to integrate documents.
GOS Attachments
The attachment function of the GOS is still partly active for mySAP CRM 3.0 (for more details on the
GOS, see unit 4). As of mySAP CRM 3.1, the attachments created for 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, and not those managed by ArchiveLink).
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Additional Functions for mySAP CRM 3.1
The DMF Explorer is integrated in many important business objects:
Business partner
Product
Installation
Lead
Campaign
Sales transaction
Activity
Opportunity
Service process
Service confirmation
ArchiveLink documents are integrated as folders in the DMF Explorer.
Support for all important business objects
All URLs can be linked
The DMF Explorer is integrated in all important business objects.
As of mySAP CRM 3.1, the DMF Explorer is integrated in many important business objects.
ArchiveLink documents are integrated as folders in the DMF Explorer.
ArchiveLink documents can be accessed directly from the DMF Explorer. 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.
Store ArchiveLink documents using file search, Drag&Drop, and scanning.
Restricted functions are available for browser access (using Web UI).
Using the Web UI, you can only display documents that are managed by the Document Management
Framework.
Document search is not fully integrated. No ArchiveLink documents can be retrieved.
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Planned Additional Functions in mySAP CRM 4.0
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, for example, when creating andchanging a document
Status management for the document (in progress, released, and soon)
Internal document flow in CRM Online
Transfer of documents when creating a follow-up document, forexample, if a quotation is created as a follow-up document for anopportunity
Template management
Assignment of templates to folders (Microsoft Word, Excel,PowerPoint)
Optional flow of values from the CRM database to the document (onlyfor MS Word)
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.
DMF documents can also be changed on the client side, and the changes transported back to the CRM
Online Server. The documents generated at the client can be stored on the CRM Online Server using
ArchiveLink or the DMF. This guarantees that the same view of the documents is available in the CRM
Online Server and the Mobile Client.
Workflow support for DMF documents
It is possible to implement a workflow for DMF documents to represent, for example, an approval or
release process. To enable integration of the DMF documents in the Workflow Engine, workflow events
must be triggered when creating and changing documents. Status management is also implemented.
Internal document flow in CRM Online You can create a follow-up document in CRM. For example, a quotation may be a follow-up document
for an existing activity. Certain data from the preceding document is then transferred into the follow-up
document. As of mySAP CRM 4.0, it is also possible to transfer documents when creating a follow-up
document. These documents are linked directly with the follow-up document as a link or as a copy.
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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 OAC0)
Activate document types for business objects
(Document Types Customizing Wizard, transaction OAD5)
Define template for folders
In this activity, you create templates for folders in which product information, business partners, and
other objects in mySAP CRM are organized. These folder templates act as a directory structure that is
created at the beginning of the process, before documents are assigned to an object.
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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
You are now able to:
Content Management Integration inmySAP CRM:Summary